The Process

Assess

Where
@Responsible Organisations
have contact with people at risk to listen to their circumstances and assess
@Needs
.

Assigning a Case to a Responsible Organisation.

The
@Lead Organisation
assigns each case to the most appropriate organisation who is best placed to make contact with the
@Person
or
@Household
. We call this the
@Responsible Organisation
, as they will assure that the case is assessed and that appropriate assistance is offered.

In many scenarios, the
@Lead Organisation
and the
@Responsible Organisation
will be the same.

The assignment could be based on combinations of
The
@Risk Category
- e.g. High Risk cases may be handled by an organisation who can make house visits, Medium Risk cases could be handled by a call centre.
The location - e.g. Some organisations may cover certain geographic areas.
Closest exiting relationship - e.g. Some people may already have a case officer.

We heard examples where cases were allocated to District Councils, Housing Associations and so on.

Sharing Case Data with a Responsible Organisation

The
@Responsible Organisation
will need to access data from the
@Case Index
. This could be provided as a one-off snapshot of data, or as a shared access to data, or via a shared portal.

We heard of various ways in which data is shared at this stage. SAVVI recommends some of the data structures that could be used, and the
contains examples from councils.


Contacting People and Households at Risk

The Responsible Organisation contacting a person or household based on the Risk Category

The
@Responsible Organisation
can work through its part of the
@Case Index
and make contact with people or households, to asses their needs.

We heard of contact strategies that included
home visit
phone call
letter inviting the person to make contact
Contacts should be recorded as a
@Contact Event
as a part of the dashboard that is described in the
phase. SAVVI recommends some of the data structures that could be used.

A Person making contact themselves

A person may not wait to be contacted, and make contact themselves. Thy may contact any partner to the vulnerability initiative. The organisation receiving the call becomes the
@Responsible Organisation
.

If a person has already been identified in a
@Risk Category
, then there will be a
@Case
which can be used to record the
@Contact Event
. Otherwise, a new
@Case
will be created by the
@Responsible Organisation
.

A concern raised about a Person or Household

A contact might be received from a someone other than the vulnerable household. for example
a professional
a relative
a neighbour
an elected representative
... and so on.

If they are referring to a person or household who is already on the
@Case Index
, the Contact can be recorded, and that may influence the prioritisation of the
@Case
.

Otherwise, the
@Responsible Organisation
may choose to raise a new
@Case
, and arrange for it to be contacted.

New Cases

Where a new
@Case
is raised, because the person or household was not identified on the
@Risk Index
, the
phase is an opportunity to reflect on the actual profile of the vulnerability to consider if the choice of
@Vulnerability Attributes
, or the
@Risk Stratification Policy
could be improved so that a better ‘hit rate’ is achieved in the future.

Reassigning the Responsible Organisation

As contact is made, it may become apparent that another organisation is more appropriate to take responsibility for the assessing the case, and assuring that appropriate assistance is offered, in which case the
@Responsible Organisation
can be re-assigned.

Assessing Needs

The
@Responsible Organisation
, having made contact with a Person or Household, listens to their story, makes a
@Situation Assessment
, and picks out particular
@Needs
that can be addressed.

We heard a number of approaches to this. Some tools or models adopt a ‘strength based approach’ rather than simply asking which services a person would like. That approach enables the
@Responsible Organisation
to understand the person’s own strengths and capabilities, and what support might be available from their wider support network such as family as a part of assessing what further needs might need to be addressed.

SAVVI recommends some of the data structures that could be used.

We heard of
@Needs
such as
access to shopping
debt advice.

A common set of Need Definitions should be established by the
@Lead Organisation
so that a common dashboard can be presented across the vulnerability initiative.

At this stage, the
@Situation Assessment
is private to the
@Responsible Organisation
and the
@Needs
may be shared as a statistic to the
phase.

Information Governance when Assessing Needs

The assessment information will be added to the
@Case Index
, so the Information Governance for that will apply.

In addition, some of the
@Case
will be shared with
@Delivery Organisations
. Depending on the relationship to the
@Responsible Organisation
, it may be appropriate to ask the person contacted, for consent to share data with the
@Delivery Organisation
.


No Needs?

Having assessed a
@Case
, no
@Needs
may have been found. For example, a person may say that they are being well supported by friends and family, so no support needs arise.

At this stage, the
@Responsible Organisation
may decide to
Close the
@Case
, with a suitable
@Outcome
Plan to make contact again in the future.

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