Transcript Welfare Reform Overview - Norfolk Community Advice Network

Norfolk Common Referral System
NCAN 2013
Training Objectives
• Be familiar with the background to NCAN.
• Have a better understanding of the difference between
referring and signposting, and how to make an effective
referral.
• Have some understanding of the benefits of using the
Common Referral System (CRS) and what to use it for.
• Understand how to use the CRS technically.
• Know how to use the CRS responsibly and what to do if things
go wrong.
• Have increased knowledge about other organisations using
the system and where to go to find out more.
• Be confident that you could make and receive referrals
through the CRS.
NCAN Vision
Norfolk residents can access good quality social
welfare legal information, advice, assistance and
representation at a time and place when they
need them most
About NCAN
• Aim 1 - Build a strong, effective and inclusive network of
advice agencies in Norfolk
• Aim 2 - Improve the planning and resourcing of social welfare
advice, information, advocacy and representation to meet the
needs of Norfolk residents particularly those who would
otherwise face real disadvantage.
• Aim 3 – Improve and maintain the quality of the social
welfare advice, information, advocacy and representation
delivered in Norfolk
• Aim 4 – Enhance the contribution made by advice agencies to
strategic objectives both locally and nationally in the areas of
social inclusion, tackling poverty and other disadvantage.
Big Lottery Project Outcome
By working together to improve referrals across the
network, train together and share best practice, the
ratio of successful outcomes to legal matters started
each year by the partner agencies for clients who
would otherwise face real disadvantage will improve by
10% by the end of the project based on baseline figures
collected in Year one.
(One of three outcomes – see www.norfolkcan.org for more)
Initial assessment (triage)
• Enquiry assessed by advice/support worker, or
trained receptionist.
• Purpose of initial assessment:
–
–
–
–
Improve access to own service.
Prioritise clients with urgent enquiries.
Assess client’s ability to take action themselves.
If advice needs cannot be met in-house, determine
whether to signpost or refer.
– Obtain information for an effective referral, thereby
strengthening collaborative partnerships.
Information gathering
• What area of law?
• Any particular goals identified by client?
• Urgent matters and key dates, e.g. court hearings
and appeal deadlines.
• Has client received advice on this matter before from
another service?
• What action has already been taken, if any?
• Any risks or special needs advisor should be aware
of?
• Any correspondence?
Welfare Benefits checklist
1.
Does the client need advice about benefit entitlement?
• If YES, which benefit/s (if known)?
2.
Does the client need assistance with claiming a benefit/s?
• If YES, which benefit/s?
3.
Has the client had a benefit application refused, or had their entitlement
ended or reduced, etc?
• If YES, list benefits and decision dates.
4.
Has the client lodged an appeal or revision/reconsideration request?
• If NO, do they want advice or assistance to challenge the decision?
• If YES, find out what stage the appeal is at and any further details –
including tribunal date if set.
Debt checklist
1. Is this a single debt or one of several debts?
2. Have court proceedings been started?
• If NO, go to question 6
• If YES, is there a court hearing within the next 7 days? Note date.
3. Are there any Magistrates' Court orders or county Court Judgement orders?
• If YES, has any enforcement action been taken, e.g. bailiffs instructed, eviction
notice issued or goods recovered? If YES, give details.
4. Is/are the debt(s) priority debt(s) i.e. Council Tax, rent arrears, mortgage arrears, fines,
non-payment of TV licence, loan(s) secured on the home, or hire purchase?
• If YES, give details
5. Is/are the debt(s) non-priority debt(s) i.e. unsecured bank loans, store cards, credit
cards or mail order?
• If YES, give details
6. Who are the creditors?
7. Is the client disputing liability for the debt(s)?
• If YES, give details
Initial assessment outcomes
• Appointment/s made for in-house advice
service/s.
• Information provided, one or combination of:
– Factsheet or leaflet
– Website, e.g. DWP, ACAS
– Contact details for an external advice service
(signposting).
• Referral/s made to another agency.
Why refer and signpost?
• Know your limitations – do what you can do well
rather than be overstretched and less effective.
• Dangers of giving inaccurate advice if not qualified to
do so.
• Creative and efficient use of diminishing resources
through partnership working and targeting resources
effectively.
• Getting individual to right source of advice as soon as
possible – ‘no wrong door’.
When to refer or signpost
• Not your subject area
• Too complex
• Work overload
• Not your target group for particular service
• Conflict of interest
• Breakdown in relationship with client
When to refer
• In your view, the client is not in a position to take
action themselves to resolve the problem.
• The case is urgent, for example there is an important
key date imminent.
• You have detailed knowledge of the client and the
issue and you want to pass this on.
• The client has specifically asked you to share their
information with another appropriate agency.
Key points
In most instances, signposting will be the appropriate
course.
There are no hard and fast rules - approach will vary
according to own internal policies.
Key questions:
• What benefit does referring give the client?
• How much responsibility does your organisation
bear towards this particular client?
Organisational benefits of CRS
• Shared process and expectations (e.g. commitment
to agreed timescales).
• Clearly defined outcome - client doesn’t get lost in
the system.
• Ability to track and monitor referrals and identify
trends (majority of referrals so far have had positive
outcome).
• Secure online storage of referral data and notes.
• User-friendly, tried and tested system.
Networking Benefits of CRS
• Improve understanding of other agencies, including
capacity and expertise.
• Strengthen advice network and create opportunities
for partnership working and collaboration.
• Help ensure referrals are made appropriately and
effectively.
• Help identify and bridge gaps in service provision.
• Take part in NCAN CRS Forums.
Who else is involved?
Took part in pilot
New participants
Age UK Norfolk
Alzheimer's Society
Age UK Norwich
Deaf Connexions
Equal Lives
Opening Doors
Mancroft Advice Project
W. Norfolk Deaf Association
Norfolk CAB (Yare Valley, Norwich East (Eastern Aids Support
& West Norfolk, North Norfolk)
Triangle)
Norfolk Community Law Service
Shelter Eastern Counties
Participant data
Spreadsheet at http://bit.ly/1351Or3
• Organisation
• Geographic coverage
• Areas of social
welfare advice open
to referrals for
• Delivery location
• Level of advice open
to referrals for
• Notes and other areas
of advice open to
referrals for
• Means-test? Y/N
• Client group(s)
• Delivery method
• Website
• Designated CRS contact
• Email
• Phone
Area of advice
open to referrals for
Housing
Financial Capability
Debt
Health & Community Care
Discrimination
Housing
Domestic Abuse
Immigration
Employment
Welfare Benefits
Family
Level of advice
open to referrals for
Tier
Details
CAB Level
Tier 1:
Information
Where the agency provides leaflets or basic
information about rights, entitlement and services.
Gateway
Tier 2: Advice
& Assistance
Providing specialist advice to address a problem as
well as the practical support to meet that need.
Generalist
Tier 3:
Advocacy
Pursuing a case by challenging decisions when
rights in social welfare law have been refused.
Specialist
Tier 4:
Representation
Challenging a decision through representation at a
decision-making body such as an appeal tribunal,
civil court or social care/education panel hearing.
Specialist
Referral Process
Making and Receiving Referrals
Login at
http://norfolkcrs.org.uk/beta/admin
Username: (check with NCAN)
Password: (check with NCAN)
Spreadsheet:
http://bit.ly/1351Or3
User responsibilities
• Obtain consent from the client before making a
referral.
• Refer to the CRS spreadsheet to help ensure
refers are made appropriately.
• Highlight any technical problems with NCAN.
• Set up and use a secure password (one week
from access to change password).
• Report training needs to your organisation lead.
Organisational responsibilities
Same as user agreement, and additionally:
• Help ensure the CRS spreadsheet is kept up to
date.
• Inform NCAN if any CRS users leave your
organisation.
• Liaise with NCAN about training needs.
• Send a representative to CRS forums and make
sure they cascade information to others users.
Information and contacts
•
If you encounter problems or need support,
contact your organisation’s lead person or
in-house trainer.
•
For any further or technical issues, contact
Liz Day at NCAN, [email protected] or
01603 496623
•
See also www.norfolkcan.org.uk/resourcesfor-users/
Review Training Objectives
• Be familiar with the background to NCAN.
• Have a better understanding of the difference between
referring and signposting, and how to make an effective
referral.
• Have some understanding of the benefits of using the
Common Referral System (CRS) and what to use it for.
• Understand how to use the CRS technically.
• Know how to use the CRS responsibly and what to do if things
go wrong.
• Have increased knowledge about other organisations using
the system and where to go to find out more.
• Be confident that you could make and receive referrals
through the CRS.
Thanks for coming along to this
training session.
Good luck with using the system!