First Contact Signposting Scheme

What is a First Contact Signposting scheme?

A First Contact Signposting scheme is a multi agency checklist enabling staff, volunteers and older people to access, through a single gateway, a range of preventative services that can enhance independence and improve well being.

Who is the service for?

The service would be for any person50 years old or over who lives in Hertfordshire.

How does it work?

When a partner agency is in contact with a service user they complete a simple signposting form. The form collects basic contact details and asks the client 11 yes/no questions. The signposting form is then sent off to the Signposting Team who make the appropriate referrals to other partner agencies.

Can a person be signposted more than once?

Yes. As a person’s needs change there may be very good reasons for the person to be signposted again.

What are the benefits of a signposting scheme?

Signposting schemes have been set up in Nottinghamshire, Derbyshire and Herefordshire and all three have proved to be successful.

Signposting schemes enable partner agencies to access a wide range of services for people they meet in a simple and efficient manner. This saves time and resources because one team co-ordinates the scheme so information is shared.

For the service users, signpostingschemes ensure that they receive a range of services which are available to them through a seamless process. Ultimately, this will help make independent living an option for as many people as possible, for as long as possible.

Who ‘signposts’?

Signposting is done only by peoplewho work for or with the partner agencies and who have been trained in completing the form.

What services could be offered?

Signposting schemes currently running in Nottinghamshire, Derbyshire and Herefordshire offer the following services:

  • Home fire safety checks (fitting smoke detectors, and giving advice & information on fire safety);
  • Welfare benefits advice (this includes assisting people to claim all the state benefits to which they are entitled by helping to complete claim forms and then challenging any decisions that do not appear to result in appropriate awards of benefit. Welfare Rights also complete Blue Badge applications for people with mobility problems);
  • Grants, advice and practical assistance to overcome fuel poverty/heating difficulties; advice on affordable warmth;
  • Grants and assistance with minor home repairs and adaptations to help people remain safely in their own homes;
  • Social Care services where people meet local eligibility criteria;
  • Home security/crime reduction advice and assistance, including door and window locks and security chains, peep-holes, etc;
  • Risk assessments and advice to minimise the dangers from falls;
  • Advice and information on local voluntary and community groups and clubs;
  • Advice on local community transport schemes;
  • Information on different types of accommodation that may be available;
  • Information and access to support for carers.

Is there a cost for the services?

Agreeing to a referral will not incur any cost at all for the client, and the majority of services are also free. If there is likely to be a charge, the client will be made aware of it and given a free no obligation quotation. A referral will not commit the client to buying anything.

Where are the services delivered?

All services would be delivered in the person’s own home, through an appointment made at a time to suit the individual being visited. These appointments are usually made by telephone. All services would therefore be equally available wherever the person lives within Hertfordshire.

How soon are services provided after referral?

Each partner agency providing a service has its own response times, so the speed of service delivery will depend upon which services are required. However we would anticipate that the user will be notified of an appointment within 28 days.

Implementing the First Contact Signposting Scheme

in Hertfordshire

The First Contact Signposting Scheme operating in Nottinghamshire has been recognised as best practice so implementing a similar scheme in Hertfordshire would ideally be based on their information.

However, based on data collected in the 2001 census, Hertfordshire has a population of 1,033,077 people and Nottinghamshire has a population of 748,510 people. This needs to be taken into account when determining the resources needed to operate a similar scheme in Hertfordshire.

How much does the scheme in Nottinghamshire cost to operate?

In 2007/8 the First Contact Signposting Scheme in Nottinghamshire cost £205,099 in total.

In 2008/9 the total funding provided was £209,099. Of this:

  • £63,000 was from District and Borough Councils;
  • £53,970 was from Notts County Teaching Primary Care Trust;
  • £8,996 was from Bassetlaw Primary Care Trust; and
  • £20,000 was from the Fire and Rescue Service.

How many staff does the scheme in Nottinghamshire employ?

In Nottinghamshire, partners in the voluntary and community sector employ seven half time coordinatorsin each of the seven District Council areas. The Customer Service Centre operated by the County Councilis paid to process the referrals and monitor the outcomes on a piece work basis.There is no additional administrative support.

Who are the partnership agencies currently involved in the scheme in Nottinghamshire?

  • Nottinghamshire Fire and Rescue Service
  • Notinghamshire Police
  • Gedling Borough Council
  • NHSNottinghamshireCounty Primary Care Trust
  • Adult Social Care and Health Department
  • The Pensions Service
  • Welfare Rights
  • Gedling Community and Voluntary Service
  • South Nottinghamshire Home Improvement Agency
  • Greater Nottingham Healthy Housing
  • OIder People’s Advisory Group

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First Contact Signposting Scheme – ASSESSMENT FORM

COMPLETE CLEARLY IN CAPITALS

Title / First Name / Last Name / Date of Birth / M/F
PLEASE NOTE: THE CLIENT MUST LIVE IN THE AREA SERVED BY HERTFORDSHIRE COUNTY COUNCIL TO COMPLETE THIS FORM
Address
Postcode / Tel No.
Mobile
No phone available  / Ethnicity
First Language (please state)
Communication Needs (please state)
How many occupants are there in the house?
Housing (this information is essential to determine referral agency)
Owner Occupier Rented Accommodation  Shared Ownership 
PLEASE SPECIFY HOUSING PROVIDER …………………………………………………………..
AGENCY COMMENT BOX
Have you got a working smoke alarm on each floor of your house? / YES / NO / HFRS
Do you have any repairs that need doing to the home?
PLEASE GIVE BRIEF DETAILS OF REPAIR
And are you able to arrange repairs? / NO
YES / YES
NO
Do you need any specialist adaptations or equipment to the home?
(Circle NO if client is currently receiving professional treatment or advice for this i.e. Occupational Therapist, GP) / NO / YES
Are you able to keep your home warm? / YES / NO
Have you fallen and injured yourself in the last 6 months?
(Circle NO if client has already received/is receiving professional treatment or advice for this fall ie doctor, clinic)
If YES, please complete GP information overleaf / NO / YES
Would you like advice on crime reduction and home security? / NO / YES
Would you like any advice on money you may be entitled to? / NO / YES
Are you interested in information about community transport?
For those who do not have a car and cannot access
public transport easily / NO / YES
Would you like to know more about community groups, clubs social or physical activities? / NO /
YES
Would you like advice on different types of accommodation that may be available? / NO /
YES
Do you provide significant care to another person, or does another person provide care for you?
If ‘yes’, do you receive Carers Allowance? / NO
YES /
YES
NO

HFRSHertfordshire Fire & Rescue Service

Client Name: ......

Having completed the questions overleaf, has the client any further queries or needs?
For example: community alarms (lifeline), meals at home or would you like to do voluntary work
YES  NO  If yes, what are they?
Have you referred this to the relevant agency? YES  NO 
If no would you like us to make a referral YES  NO 
If yes please state who referred to?
If the client has fallen and injured themselves in the past 6 months provide GP details
THIS INFORMATION MUST BE COMPLETED TO PROCESS THE REFERRAL
GP name …………………………………………………………………………………………………………...
Surgery Address……………………………………………………………………………………………………
………………………………………………………………………………………………………………………..
Tel No.…………………………………………………
Any Other Comments? (including any health and safety issues)
Name of person completing form:
PRINT NAME / Organisation inc. department, station, watch
Phone No:
Signature / Date Form Completed

This form is designed to help you access services that you need. Your consent is needed to contact the agencies identified. Information provided on this form will be held securely on Hertfordshire County Council Customer Service Centre database. Under the Data Protection Act 1998 you have the right to access this information. Under this act information on this form may be shared with partner organisations involved with the First Contact Signposting Scheme

I agree to referralsbeing made to any partner agencies involved with First Contact and agree to you keeping my details on your database and passing on any relevant outcomes to those partner agencies

Signature:…………………………………………………….. Date:…………………………

OR

I wish to decline these services, but agree to you keeping my details on your database:

Signature:……………………………………………………. Date:…………………………..

(Advisor to sign if via telephone with client permission)

Please send completed form to: The Customer Service Centre, Herts County Council

Email:

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Thank you for completing the First Contact checklist.

The First Contact Signposting Scheme is a partnership between local agencies. The scheme helps you access services that you need.

Following the visit on ______

by ______

from ______

a referral will be made to one or more of the following:

  • Hertfordshire Fire & Rescue Service 

Contact will be made with you in the next 28 days. Please remember, when calls are made to your home always check the person’s identity card.

For further information contact Hertfordshire County Council

Email:

Website:

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