REPORT OF THE

EXECUTIVE MEMBER

SOCIAL CARE

PART II

Social Services Direct

1. In November, 2000 the Social Services Committee gave approval for the development of a service centre approach within Out of Hours service in 2001/02.

2. The service developments have required significant investment in new call handling technology which has been part funded from the County Council's Investment to Save Grant from the Government. These developments have been achieved by integration with County Council's managed voice network developments and utilising IT2000 technology. The call handling system is now in place.

3. In parallel the level of service available out of hours has been expanded by developing three levels of service:-

· Call centre approach to respond at first point of contact to general enquiries and provision of information.


· Help Desk - to seek to resolve consumer needs by discussion and making any necessary arrangements for services over the telephone - this includes the Carers Helpline and the GP Helpline.


· Response Team - to ensure assessment and response to emergencies, particularly Child Protection and Mental Health work.

4. These developments now offer more flexible employment opportunities and have required considerable staff development training and negotiation with staff groups over changed work practices and the use of new technology.

5. The County Council's IT service has assisted in developing Social Services Direct and work continues to assist with the establishment of better links with NHS Direct and Out of Hours GP services.

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