somerset advice network
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Somerset Advice Network. Benefits and challenges of an Inter-Agency Referral Scheme Rick Szur – Project Coordinator. A little bit about Somerset Advice Network How we developed our Common Referral System How it works – a demonstration Benefits and challenges. Somerset Advice Network. - PowerPoint PPT PresentationTRANSCRIPT
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Somerset Advice Network
Benefits and challenges of an Inter-Agency Referral Scheme
Rick Szur – Project Coordinator
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• A little bit about Somerset Advice Network• How we developed our Common Referral
System• How it works – a demonstration• Benefits and challenges
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Somerset Advice Network
• Mission: “to create a seamless advice service”• Milestones included – Training (“WOT?”)– Contacting all organisations providing advice
(website and directory)– Reducing waiting times for advice– A strategy and – a common referral system
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Definitions of advice
• Signposting• Referral• Self-help information• Assisted information• Generalist advice• Casework
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Why make a referral?
• Existing knowledge of client• Vulnerable client• Better response rate than signposting
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Why make a referral through the online system?
• Secure• Automatic feedback• Reliable• Quick and easy
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Common referral system
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Hillside Children’s Centre Priorswood
Joe and his partner Hannah regularly bring their 3-year-old son into Hillside Children’s Centre.
However Maggie (who works at Hillside) notices that for the past few weeks Joe has been coming without Hannah and seems unusually quiet.
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Joe’s Story
Joe tells Maggie that he has split up with Hannah and although his son is living with him full-time, Hannah is still receiving Child Benefit and Child Tax Credit.
Joe is worried because he is struggling to pay his bills and is getting himself into debt.
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Online Common Referral System
Maggie thinks he needs some advice about his entitlement to benefits and assistance with his debts.
By filling in a quick online form, Maggie can give Taunton CAB a brief overview of the situation so that they can contact him directly.
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Maggie obtains Joe’s permission to pass information on to Taunton CAB
Client Consent
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Online Common Referral System
Maggie opens the Somerset Advice Network website and logs in securely to the online referral system using a username and password
Joe’s details are filled in and the referral is submitted
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Next Steps
Taunton CAB are notified by email that they have received a new referral.
Dear Taunton CAB,
A referral has been submitted to you today from Hillside Children's Centre. Please acknowledge receipt of this referral and print out the details within 1 working day of the date of this email.
This can be done by logging into the Somerset Advice Network online common referral system using the link below:https://somersetadvice.net/referral_system/admin/view_referral/29.html
Thank you,Somerset Advice Network Referral System
By acknowledging receipt of the referral they trigger an automatic notification to Maggie.
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What happens next?
Within the next 5 working days there will be two possible outcomes – positive or negative.
When the status of the referral is changed and an outcome logged, Maggie will again be notified by email.
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Possible Outcomes
If Joe is contacted by Taunton CAB, the status of the referral will change to:
Outcome: PositiveOutcome: Positive
This does not mean that Joe is no longer in debt, or that he is receiving Child Benefit for his son.
The outcome only relates to the referral process.
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Possible Outcomes cont…
If Taunton CAB are unable to make contact with Joe after 5 days
or the referral is inappropriate
The status will now read:
Outcome: NegativeOutcome: Negative
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Possible Outcomes
Outcome: PositiveOutcome: Positive
Outcome: NegativeOutcome: Negative
These outcomes only relate to the referral process and do not indicate the resolution of the case.
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Benefits
• Secure• Instant• Statistical analysis• Helps build the Network• Straightforward – no appointment booking
system
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Challenges
• Good intentions• Quorum and momentum• Getting approval from high up• Open system• Changing nature of organisations
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Somerset Advice Network
Benefits and challenges of an Inter-Agency Referral Scheme
Rick Szur – Project Coordinator