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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

@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

SAVVI Catalogue⁠

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

Report⁠

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

Improve⁠

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