Adults Services. Process Flow Diagrams 17/04/2015

Transcription

1 Adults Services Process Flow Diagrams 17/04/2015 COTETS 1 Contact new customer 2 Assessment 3 Assessment (Short Term / Enablement / ILS) 4 Short Term Services 5 Support Plan (on-residential inc DP) 6-7 Support Plan (Residential Long Stay) 8-9 Support Plan (Residential Short Stay) 10 Review / Reassessment 11 Purchasing Personal Budget 12 Purchasing Residential outside PB 13 Purchasing other outside PB 14 Purchasing - Traditional 15 Professional Support Only Close Case on-res Close Case Res 20 Contact existing customer Safeguarding 24 Overarching Safeguarding Carers 28 Hospital Discharge (new customer) 29 Hospital Discharge (existing customer) 30 Hospital Admission (Long Term Res) 31 Hospital Admission (on-res) 32 RIS (Community Referral) 33 RIS (Hospital Referral) 34 Dementia Crisis Service 35 OT 36 ROVI Prevention Assessment Team (PAT) 39 Community Connections 40 Case File Audit 41 Out of Hours Referral Advocacy Referral Charging Self-funders 46 Prisoners 48 Transition Process flow diagrams (also known as swimlane diagrams ) present an illustration of a typical flow through the system. They do not illustrate every possible path. ote that DOLS, FAS, DAAT and Finance flows aren t illustrated on these diagrams.

2 Adult Services : to Flow 17/04/ Contact from new customer (ie someone not in receipt of current services) CarePoint 2 CarePoint 1 Customer / Carer 1.1 Contacts Social Services 1.2 In receipt of current services? 20 The presence of an Allocated Worker or Team on FWI will show that there are current services. 1.3 Explain next steps / recording of info There will be a single CarePoint (covering Social Work, OT, ROVI and Deaf Services). LD, AMHS and Hospital teams will be contacted directly by the customer. If the call happens to come to CarePoint 1, they will just transfer the call. o record needs to be made on the system. 1.4 Caller wishes to continue? Trivial contacts, or those that can be handled via redirection to Connect to Support, won t be recorded on Frameworki 1.5 Record contact on FWI? Basic details - ame, DOB, address 1.6 Add new Customer record to FWI (if not already there) 1.7 IITIAL REFERRAL (CC) (ad-hoc) Potential sendees for this Outcome are : - ACP Duty - Social Work - ACP Social Work - Urgent - ACP Duty - Deaf Services - ACP Duty - OT - ACP Duty - ROVI If the customer needs both Social Work and OT support, send to OT. In all cases the Outcome will be sent to a virtual duty worker. If contact was by / letter / web, upload documentation into episode. If contact was from someone other than the customer, record whether customer is aware Record that customer has been informed that information will be recorded 1.8 Complete AS001a Initial Referral form We are not means testing at this stage just informing customer that there will be a test of resources 1.9 Specialist advice required? 1.11 Select outcome of Pass Initial Referral 1.12 IITIAL REFERRAL 1.13 Reassign episode to a specific (virtual) worker (eg ACP ACM1) and set as Allocated Worker Call customer. Complete AS001b Initial Referral form 1.15 Standalone Carer Assessment required? 1.16 Make customer aware of entitlement to assessment, and means and ability policy If once and done, can dead end here and send letter if required Select outcome of Advice / Information given or FA following Referral If Urgent, the call will be transferred ( warm hand-off ) as well as the urgent Outcome being sent 26 Send to named or virtual worker (normally whoever picked up the Referral) 1.18 Select outcome of Advice/Information given or FA following Referral 1.17 Customer wishes to continue? 1.19 Select Outcome of Assessment Optional QA review 2

3 Adult Services : to Flow 17/04/ Assessment Initial & Long Term Verbal Consent to Share Information recorded Consider Means and Ability policy eeds can be met through Info & Advice or Signposting 2.4 Select outcome of Advice / Information given or FA following Assessment AD Case Closure 16,18 Community Team CarePoint Select outcome of Welfare Benefits Advisor Referral (send early) 2.1 ASSESSMET 2.11 Supervisor will reassign Task and Episode to named allocated worker 2.12 Workers links themselves to customer record as Allocated Worker or other involved professional as appropriate. Set Allocated Team 2.13 Visit customer and complete AS002 Assessment - outcomes and support networks recorded 2.14 Agree Assessment with Customer / Rep. Record Consent to Share Information on AS filling in AS002 Assessment form with summary of needs and appropriate next steps. 2.5 Complete AS011 WBA Referral form Task not required in LD / AMHS, as they will do the whole assessment 2.17 Is a Short Term service required to reduce risk or future needs developing? o 2.16 Current Eligible eeds? 2.15 Discuss DPs with customer. If there is a good reason why DPs are not appropriate, record reason why in AS002 Assessment form. Complete AS023 Mental Capacity Assessment if appropriate. 2.3 Suitable for Enablement, Short Term or Long Term service? Long Term service (or visit required) 2.10 Send Task : Social Care Assessment required to community team s duty Inbox worker. Reassign episode to the Inbox worker of the leading team and set that worker to be the Allocated Worker. o es 2.18 Select outcome of Advice / Information given, FA, etc es - Enablement / ILS / Short Term service 3 Enablement / ILS / Short Term service 2.19 How would needs best be met? Enablement / ILS / Short Term service required For urgent cases, make a phone call as well Long Term Service Professional 15 Support Only Info & Advice / sign-posting Optional QA review 2.21 Resource Allocation completed & Indicative Budget created 2.20 ILA IAA Referral made (PS37) 2.24 Complete ext Steps section of AS002 and send copy to customer Outcome to Purchasing other outside PB if required 2.23 Outcome to Support Planning Unless there is a good reason the customer will not be receiving DPs 5 13 Outcome to WBA Referral can be selected if not already sent by CarePoint 2.25 Select outcome of Advice / Information given etc WBA Support 2.7 WBA REFERRAL 2.8 Pull through WBA Referral form. If anything is missing, call the Allocated Worker. 2.9 Financial Assessment performed Finance flows

4 Adult Services : to Flow 17/04/ Assessment Enablement / ILS / Short Term Pathways - RIS 32 & Dementia Crisis 34 CarePoint 2 (or Hospital Social Worker for discharge cases) 3.1 ASSESSMET Update AS002 Assessment form with enablement / short term / ILS service(s) selected 3.3 Type of Enablement / ST Service - ILS (OT / ROVI) - Community Connections - Telecare / Telehealth 35 & Complete 13 Week Telecare Lifeline Referral AS248 and make referral off-system - Interim and Reablement beds (Marjorie Cobby) - Crisis (Community or Hospital) - Transitional bed - Emergency Dom Care 3.5 If no other workflow is to continue, select Outcome of Case Closure. If other workflows are continuing, select FA following Functional / Social Care Assessment with reason recorded on Assessment form Pass FWI reference number for CES to record on RS. 3.7 If no other workflow is to continue, select - Equipment Outcome of Case Closure. 3.6 Off-system If other workflows are continuing, select FA referral to CES following Functional Assessment with reason recorded on Assessment form 4 - Health Step Up / Step Down beds (inc Kleinwort Centre) 3.8 Referral made off-system (via One-Call) 3.9 If no other workflow is to continue, select Outcome of Case Closure. If other workflows are continuing, select FA following Social Care Assessment with reason recorded on Assessment form - PAT 3.10 Assessment will be completed by CarePoint Outcome of PAT Overview selected 37

5 Adult Services : to Flow 17/04/ Short Term Services CarePoint 2 / Hospitals / Community Teams Interim and Reablement beds (Marjorie Cobby) / Crisis (Community or Hospital) / Transitional bed / Emergency Dom Care DCS is also purchased using this episode. See Page Outcome to Short Term Services 4.2 SHORT TERM SERVICES Support Brokers may also be involved in commissioning Short Term Services, particularly for Dom Care 4.3 Arrange short term services required and document on AS107 Short Term Services Plan. Liaise with Support Brokers as required. 4.4 Send sign-off Task to manager 4.5 Select Review / Reassessment outcome (sent to Community team) & WBA Referral outcome if required (both send early) 4.6 Send Task to Purchasing team (or to Local Finance for Res purchases) to make purchase 10 Finance Support Brokers / Local Finance Purchase to be approved by Purchasing TM (or by LD / AMHS TM) 4.7 Set up Purchase Order 4.8 If required, select outcome of on Residential Charging Short Term Services Update Services Episode ed in Error Central Finance 4.9 O-RESIDETIAL CHARGIG SHORT TERM SERVICES

6 Adult Services : to Flow 17/04/ Support Planning on-res Support Brokers (or LD / AMHS / Deaf Services) SUPPORT PLAIG Create AS103 Support Plan with customer Potential costs (WSCC rates) can be looked up on e-marketplace from Res Care? Long Stay 6 Short Stay Is customer willing and/or able to receive DP? (to Suitable Person) 5.7 Complete PS13 DPSP - Appointing a Suitable Person 5.8 Create suitable person and link to customer 5.9 Complete PS16 DPSP - Suitable Person Agreement with SP. (Scan signature pages, keep hardcopy) 5.10 Give PS17 DPSP Suitable Persons Bank Details form to SP. Send Task DP Bank Details Set up to DP Finance 5.5 If not DP, record reasons why in Support Plan (to customer or 3 rd party) 5.12 Complete Customer PS34 DP Customer One-Off DP Agreement or PS14 DP - Direct Payments Agreement 5.13 Give PS15 DP - Direct Payments Bank Details form to customer Send Task DP Bank Details Set up to DP Finance (as below) 5.14 Will a PA be employed? 5.6 Broker options with the market Add Joint Funding elements if required 5.15 Provide brokerage advice as required (record as case note) 5.16 ILA PAES referral made (form PS38) Ideally the Review should be assigned to the Social Worker who did the Assessment 5.18 Add Budget variations to Support Plan form if outcomes cannot be achieved with available RAS Discussion with ILA regarding costings of DP support For LD, outcome will be sent early 5.20 Outcome to Review / Reassessment date to be within 12 weeks of service starting 5.21 Outcome to relevant Purchasing episode Within PB Agree Support Plan with customer / rep. Get Panel approval. Mandatory sign-off of Support Plan by Social Work TM (if financial impact) or Support Broker TM (if not) Outside PB 13 DP Finance 5.11 Set up Bank Details on SAP / add vendor #

7 Adult Services : to Flow 17/04/ Support Planning Residential Long Stay Support Brokers (or LD / AMHS) Contracts SUPPORT PLAIG This information is held in the Contracts module Check WBA Referral & Land Registry referrals have been made 6.4 Are homes contracted for required services? 6.9 Provide information and advice to customer and family about care home options / costs. Consider Joint Funding. Review outcome of WBA Referral. 6.3 Broker options 6.6 Is Home contracted? 6.5 Discuss with Contracts team 6.10 Family / customer chooses preferred home 6.16 Is there a property? 6.7 Amend Service User Groups (or reject selection) 6.11 Ensure band and rates are agreed with Provider Below Threshold (or Fin Ass not complete) 6.8 Complete PS07 Contract Referral form + send Request for Vendor Setup Task 6.12 Result of Financial Assm nt? Above threshold Vendor Adoption process 6.17 Consider Shaw 6.14 Complete PS04 Full Cost Customer Agreement 6.13 Does customer have access to funds? Outcome of Case Closure Include Property in Assessment? 6.19 Complete AS200 Property Disregard and go to Property Disregard Panel 6.20 Panel decision Disregard 6.22 If needed, complete PS12 Third Party Top Up Agreement (not Shaw contract bed) Include (or no decision made) (12 week property disregard) 6.21 If needed, complete PS11 Self Top Up Form or PS12 Third Party Top Up Agreement 7

8 Adult Services : to Flow 17/04/ Support Planning Residential Long Stay 7.6 Outcome to Review / Reassessment date to be within 12 weeks of service starting Outcome to Purchase Residential outside PB episode and send to Local Finance team 12 Support Brokers (or LD / AMHS) Update AS103 Support Plan with purchasing instructions (inc Geographical enhancement if eligible) (signed by customer) (FS(A)1 is no longer used) 7.2 Complete PS03 Funding Acknowledgement Form (AS64) (signed by customer) 7.3 Agree Support Plan with customer / rep. 7.4 Get Panel approval 7.5 Mandatory sign-off of Support Plan by Social Work TM (if financial impact) or Support Broker TM (if not) For LD, outcome will be sent early 7.8 If there are any existing services to be ended (or new services to be started such as protection of property), outcome to relevant other Purchasing episode Purchasing Personal Budget Purchasing other outside PB Short Term Services Close / Amend Traditional (on-sds) on-residential Purchase For Property Disregard cases, once panel has reached decision, inform Local Finance (off-system)

9 Adult Services : to Flow 17/04/ Support Planning Residential - Short Stay (inc Respite) Support Brokers (or LD / AMHS) Contracts SUPPORT PLAIG Has customer signed Short Stay Basic Charge Agreement? This should have been filled in during Assessment, uploaded and recorded as a ote. 8.3 Ensure customer signs one 8.4 Broker options 8.5 Are Homes contracted for required services? 8.10 Provide information and advice to customer and family about care home options / costs. Consider Joint Funding. Review outcome of WBA Referral Family / customer chooses preferred home 8.6 Discuss with Contracts team 8.7 Is Home contracted? 8.8 Amend Service User Groups (or reject selection) Above threshold 8.12 Result of Financial Assm nt? 8.9 Complete PS07 Contract Referral form + send Request for Vendor Setup Task Vendor Adoption process 8.13 Carer respite to be provided by WSCC? 8.15 Consider Shaw bed 8.16 Complete PS04 Full Cost Customer Agreement 8.14 Outcome of Case Closure 9 18 Below threshold 8.17 Consider Shaw bed 8.18 Complete Short Stay Basic Charge Agreement (off-system) 8.19 Book Shaw bed, or negotiate rates with independent home

10 Adult Services : to Flow 17/04/ Support Planning Residential - Short Stay (inc Respite) 9.6 Outcome to Review / Reassessment date to be within 12 weeks of service starting 10 Support Brokers (or LD / AMHS) Update AS103 Support Plan with purchasing instructions (inc Geographical enhancement if eligible) (signed by customer) (FS(A)1 is no longer used) 9.2 Add Budget variations to Support Plan form if outcomes cannot be achieved with available RAS 9.3 Agree Support Plan with customer / rep. 9.4 Get Panel Approval 9.5 Mandatory sign-off of Support Plan by Social Work TM (if financial impact) or Support Broker TM (if not) 9.7 Outcome to Purchase Personal Budget episode sent to Local Finance team 11

11 Adult Services : to Flow 17/04/ Review / Reassessment When the Annual Review outcome is selected, the Allocated Worker should be removed. The presence of an Allocated Team (but no Allocated Worker) indicates the customer is awaiting an annual review. eed to go via Support Plan in order to amend any purchases. The Support Brokers will do this themselves no need to involve Social Worker in minor changes When the next Annual Review starts, the worker performing the review should set themselves as the Allocated Worker while the review is in progress. Support Planning 5, 6, 8 First Annual Review (defaults to 8 months) or Ongoing Annual Review (defaults to 11 months) Outcome sent to relevant Community Team Case Closure 16, 18 WBA Community teams 4, 5, 7, 9, 15, 20, 32, 33, 34, 35, REVIEW / REASSESSMET Review can be brought forward if required by selecting it from the Future Work folder 10.2 Complete either AS104 Review form or AS005 Reassessment form. (could be over phone) The Review form will pull through Outcomes (from the Support Plan) and a Summary of Assessment (from the Assessment or the latest Reassessment form if there is one) The Reassessment form will pull through from the Assessment or last Reassessment if there is one 10.3 If reassessment required, Resource Allocation completed & Indicative Budget created 10.4 Agree Assessment with Customer / Rep Optional Task Pass to Senior Prac or above for QA review 10.6 Relevant outcome selected Adult OT/ROVI Review Reassessment RIS OT Assessment Community Referral / RIS OT Assessment Hospital Referral / RIS Hospital Discharge Service Provision Short Term Services (if accepted for Marjorie Cobby, Crisis, Transitional bed) Community Connections Assessment Welfare Benefits Advisor Referral (will need to fill in AS011 WBA Referral form) 35, & 33 4 Purchasing other outside PB 13 Finance flows 39

12 Adult Services : to Flow 17/04/ Purchasing Personal Budget Support Brokers or Local Finance (for Short Stay / Respite) or LD / AMHS Commissioning 5, 7, 9, PURCHASIG - PERSOAL BUDGET For Res / LD / AMHS 11.2 Is Support Plan complete and clear? (Res only) 11.3 Select Outcome of Support Planning and add Outcome ote explaining problems. episode Set up Purchase Order to be paid to Supplier / Customer / allocated party 11.4 Check vendor/allocated party has been set up For LD & AMHS, the Purchasing Episode and Support Plan will both be open at the same time. If the Support Plan isn t clear, the Commissioner will talk to the SWs to get the Support Plan clarified. Once the Purchase is complete, the commissioners will ensure the Support Plan is correct and that the correct outcomes have been selected, and then finish both episodes Optional Tasks : - Pass to Local Finance to amend Residential purchase - Pass to Local Finance for Short Stay Residential purchase 11.9 Add Joint Funding elements if required o longer need to add reporting elements for ILA / PA cases Send for Financial Authorisation Select relevant outcome(s) Purchase to be approved by Support Brokerage TM (or by LD TM / AMHS Budget Holder) Update Services / Episode ed in Error SERVICE QUALIT COTACT 11.7 Task completed DIRECT PAMETS FIACE Finance Task : Pass to on Residential Charging or DP Team to attach charge 11.8 Charge added. Task completed DIRECT PAMETS CLOSURE

13 Adult Services : to Flow 17/04/ Purchasing Residential Outside PB Local Finance Care Home 7, PURCHASIG - RESIDETIAL OUTSIDE PB 12.2 Is Support Plan complete and clear? 12.3 Select Outcome of Support Planning and add Outcome ote explaining problems. episode Set up Purchase Order to be paid to home (include CHC, FC, third party top-ups, charging elements) 12.5 Add Joint Funding elements if required If the PO can t be raised (eg vendor has not been set up, wrong band rate selected), select Support Planning outcome and send back to Support Broker with explanation 12.6 Send for Financial Authorisation 12.7 Select relevant outcome(s) Purchase to be approved by Local Finance TM (or by LD TM / AMHS Budget Holder) Update Services Episode ed in Error (If still awaiting Financial Assessment) Wet signature no longer required from Home Send Purchase Order with PS24 Home Letter to Care Home 12.9 RESIDETIAL CHARGIG LOG STA 6

14 Adult Services : to Flow 17/04/ Purchasing Other Outside PB 2 Social Worker or Support Broker 5, 7, 10, 20 Adhoc 13.1 PURCHASIG - OTHER OUTSIDE PB This episode will be used to purchase Complete AS013 Purchasing Outside PB Instruction form 13.3 Send mandatory Task Approve Purchase outside PB to manager 13.4 Send Task Pass to Purchasing team DBS checks (initiated by Planners / Purchasers) Protection of Property One-off cleans General expenses Miscellaneous expenses Support Broker (or LD / AMHS Commissioning) one of the above are chargeable, but may have re-charge elements 13.5 Set up Purchase Order 13.6 Send for Financial Authorisation Purchase to be approved by Support Brokerage TM (or by LD TM / AMHS Budget Holder) 13.7 Select relevant outcome Review Purchase outside PB Update Services Episode ed in Error

15 Adult Services : to Flow 17/04/ Purchasing - Traditional 16 This episode will be used to Close or Amend any existing Traditional Day Care purchases (eg for LD) Update Services Finance LD Commissioning Ad-hoc PURCHASIG - CLOSE / AMED TRADITIOAL (O-RES) 14.2 If required, send Task Request for Shared Lives Service to cease service 14.3 Amend / Purchase Order 14.4 Task : Pass to on Residential Charging or DP Team to attach charge 14.5 Charge attached. Task completed 14.6 Send for Financial Authorisation Purchase to be approved by LD TM 14.7 Select relevant outcome Episode ed in Error

16 Adult Services : to Flow 17/04/ Professional Support Only Cease Professional Support Community Team PROFESSIOAL SUPPORT OL 15.2 AS012 Professional Support Only Plan completed 15.3 Task : Pass To TM to sign-off Support Plan 15.4 Select relevant outcome Review / Reassessment FAS Ongoing 10 FAS

17 Adult Services : to Flow 17/04/ Closure on-res (inc Respite) (1 of 2) Support Broker (or LD, AMHS, ILS) Any worker 16.4 CASE CLOSURE 16.1 Reason for Closure Death 16.5 Inform providers / other involved workers (inc Finance, ILA, FAST) Other 16.2 Record Date of Death Support Brokers will close most cases Update AS024 Case Closure Form with reason for closure, confirmation of discussion with Social Work TM/SSWP, actions taken and info gathered (updated throughout episode) LD, Deaf Services and AMHS will close their own cases using this episode. ICT/DCS and RIS won t use the Case Closure episode. For Safeguarding cases where there is no other involvement from Adult Services, there is no need to use the Case Closure episode. Cases will be closed by Community Team / Hospital or CarePoint 2 within the Safeguarding episode. If case is purely ILS, they can close their own cases. Professional Support Only will be closed during a review episode no Case Closure episode required DAAT do not use Case Closure episode 16.3 If currently in an episode with a Close Case outcome, send this to the Support Broker team. If not, / transfer call to the Planning team, who will start the Case Closure episode ad-hoc 16.7 Potential Safeguarding issue? 16.8 Contact allocated Social Worker / Team (via phone / ) Do any live services exist? For DP ICP cases, send AS087 DP Direct Payment Closure Letter Send immediate Outcome to relevant Purchasing episode either PURCHASIG PERSOAL BUDGET or, If there are any Traditional services, to CLOSE TRADITIOAL (O-SDS) O-RES PURCHASE PB Trad Support Brokers will need to act for the relevant Cancellations virtual worker to access the folder that the review / other episodes are sitting in Liaise with others to cancel / finish any future / uncompleted episodes (eg Review), except for any ongoing ongoing Safeguarding investigations date relationship to allocated worker / team Once all purchasing tasks been completed and Budget closed Optional Task Pass to Senior Prac or above for QA review Select outcome of Case Closed Date Service User Group Social Worker 16.9 Consider Safeguarding See Safeguarding flow

18 Adult Services : to Flow 17/04/ Closure on-res (inc Respite) (2 of 2) Local Finance 17.4 PURCHASE PERSOAL BUDGET 17.5 Add relevant purchasing element 17.6 Select Update Services outcome. Optionally also select Res Purchasing activities complete (otification outcome) and send to inform Support Brokers that all Purchasing activities have been completed Finance Support Brokers (or LD / AMHS Commissioning) PURCHASE PERSOAL BUDGET 17.2 Determine end date Purchases (Day Care / Dom Care / Res Respite / DPs) and Charging elements Cancel any future dated purchases 17.8 Select outcomes of Update Services and (as appropriate) on- Res service ended / on-res service ended (further purchases) (and finish episode) 17.9 Select outcome of Direct Payment Closure and send to DP Finance (and finish episode) DIRECT PAMET CLOSURE Guidance to be available re end-dates for charging elements 17.3 If there are any Residential payments to be ceased or created, send Outcome to Purchasing - PB episode to Local Finance 17.7 DP? Establish PA Contract redundancy / notice periods. Establish if there are any unpaid invoices. (Link with ILA / Customer Rep) Commence Closure activities (could potentially continue for up to a year) Liaise with DP Finance to establish if there are sufficient funds in account to meet outstanding commitments, and agree amount of any purchase required PURCHASIG PERSOAL BUDGET (ad-hoc) Additional purchase required? If we have received a cheque, send early Record Refund of Surplus outcome to Purchase PB episode. Purchase to be approved by Support Broker TM (or by LD / AMHS TM) Is there sufficient PB? PURCHASIG PERSOAL BUDGET Raise variation Raise purchase for one off payment Financial authorisation of budget outside tolerences More than one Close Budget episode may be required Select Update Services outcome rejoin Select outcome of Budget Closed Close the Budget CLOSE BUDGET (Ad-hoc this episode when otification Outcomes received from Local Finance / DP Finance as appropriate) Complete Closure activities and optionally select DP Finance activities complete (otification outcome) to inform Support Brokers that all DP Closure activities have been completed

19 Adult Services : to Flow 17/04/ Closure Long Term Res (1 of 2) Care Home / Hospital / Relative 18.2 Inform Support Broker of death 18.3 Inform Social Worker of death 18.4 Inform Local Finance of death death 18.1 Reason for Closure other Social Worker 18.5 Record Date of Death 18.6 Inform Planning team 6, Inform Planner of need to close case (via / call / outcome) Consider Safeguarding See Safeguarding flow Support Brokers (or LD / AMHS) Local Finance 18.7 Record Date of Death CASE CLOSURE (ad-hoc) 18.9 Record Date of Death Send Purchasing Residential Outside PB outcome to Local Finance (send early outcome) PURCHASIG - RESIDETIAL OUTSIDE PB (ad-hoc) Inform providers / other involved workers (eg FAST) Update AS024 Case Closure Form with reason for closure, confirmation of discussion with Social Work TM/SSWP, actions taken and info gathered (updated throughout episode) Send Case Closure outcome to Planning team (send early outcome) Contact allocated Social Worker / Team (via phone / ) Potential Safeguarding issue? Support Brokers will need to act for the relevant Cancellations virtual worker to access the folder that the review / other episodes are sitting in Liaise with others to cancel / finish any future / uncompleted episodes (eg Review), except for any ongoing Safeguarding investigations Once all purchasing tasks have been completed date relationship to allocated worker / team Pass to Senior Prac or above for QA review (opt) date Service User Group Select outcome of Case Closed

20 Adult Services : to Flow 17/04/ Closure Long Term Res (2 of 2) PURCHASIG - RESIDETIAL OUTSIDE PB SUSPESIOS ARE OT BEIG USED UTIL BUSIESS RULES ARE DEFIED 19.2 Has FS(A)8 been received? 19.3 Suspend Purchases and Charging elements as at date of death 19.4 Phone home to ask for FS(A) FS(A)8 received Local Finance 19.6 Purchases and Charging elements (and Deferred Payment elements if appropriate) 19.7 Res Retainer payments to be made? Optionally select outcome of Purchasing activities complete (otification outcome) and send to Support Brokers Outcome of Update Services selected rejoin Add retainer element 19.9 Financial authorisation Purchase to be approved by Local Finance TM (or by LD / AMHS TM)

21 Adult Services : to Flow 17/04/ Contact from existing customer (ie someone in receipt of current services from WSCC) The presence of an Allocated Worker or Team on FWI will show that there are current services. Customer / Carer / Hosp etc Contacts Social Services Calls contact centre Calls named worker directly Finance may add Case ote and ad-hoc into required episode 20.3 Transfer call (or leave message) For Support Broker 20.2 Subject of call? For Social Worker or OT/ROVI (or for both) For Finance For LD /AMHS 20.4 Transfer call (or leave message) Finance flows 20.5 Transfer call to named Social worker / team Contact Centre will only be able to identify AMHS cases that have a Social Worker. Otherwise, transfer to CarePoint 2. Support Broker Community Team CarePoint 2 CarePoint Size of change Record details of Contact and send Outcome Pass contact to Allocated Worker If call is for both Social Work and OT/ROVI needs, pass to OT/ROVI Major Change COTACT (OPE CASE) (CC) (ad-hoc) Minor change - amended Support Plan required Minor change - no change to Support Plan required Relevant allocated amed Worker on Fwi? amed allocated worker Transfer to Allocated Worker / Team COTACT (OPE CASE) Can call be transferred? SUPPORT PLA (ad-hoc episode) Relevant PURCHASIG episode (started ad-hoc) o named allocated worker (will be an Allocated Team, and a Review episode in Future Work) If call can be transferred, no record made on Frameworki Select outcome of ew Information oted. Update Contact form if required 5, 6, Is a review or reassessment required? 20.7 Record details of Contact on AS006 and send Outcome Pass contact to Adults CarePoint virtual worker 11, 12, 13, COTACT (OPE CASE) (CC) (ad-hoc) 20.8 COTACT (OPE CASE) 20.9 Is a review or reassessment required? Select outcome of ew Information oted. Create case note as required Is a review or reassessment required? Select outcome of ew Information oted. Create case note as required Send Task Pass on to Community Team (with Task note if required) Bring forward next scheduled REVIEW / REASSESSMET episode Review and select ew Information oted outcome OT/ROVI will use their own Review episodes

22 Adult Services : to Flow 17/04/ Safeguarding (SAR) - 1 CarePoint 2 CarePoint 1 o named allocated worker (ie new customer or in review) 21.1 Contact received Outcome of FA following Referral or ew Information oted In review ew customer 21.8 COTACT (OPE CASE) 21.2 IITIAL REFERRAL (CC) (ad-hoc) 21.6 COTACT (OPE CASE) (CC) (ad-hoc) 21.7 Transfer call (or make call) to CarePoint 2 AD send Outcome Pass Urgent Contact to Adults CarePoint Reassign episode to a specific virtual duty worker (eg ACP ACM1). Set virtual worker to be Allocated Worker if there is not one currently Does this need to be recorded as an Incident or Provider Quality report? Complete AS008 Incident / Service Quality Report Outcome of Service Incident / Quality Report selected Reason for Referral can include potential safeguarding issues. Attach fax/ /letter to Frameworki 21.3 Call meets criteria for warm hand-off? 21.5 Transfer call (or make call) to CarePoint 2 AD send Outcome Pass Urgent Initial Referral to Adults CarePoint 21.9 IITIAL REFERRAL Select outcome of Adult Safeguarding and assign to member of CarePoint Standard flow Undertake initial Information Gathering. Update AS001b Referral / AS006 Contact (Open Case) form as appropriate For Incidents, we need to record which person / provider the concern was raised against Is this an Alert? ADULT SAFEGUARDIG 1 Contact could be received from general public / providers / other professionals / CQC / SECAM / Police / Customers via telephone / letter / secure /fax / online form etc Some of these referrals will go straight to CarePoint 2 Does it appear there has been harm or risk of significant harm to an Adult at Risk? Continue Information Gathering. Fill in AS009 Adult Safeguarding form sections 1-2. AS019 Adult Safeguarding Plan started If in exceptional circumstances it takes longer than 5 days to make decision, handover to Community Team If a Person(s) or Service(s) alleged responsible is known section 4 completed Potential contents of new Safeguarding form 1. Alert 2. Information Gathering 3. Investigation Manager Decision 4. Person(s)/Provider(s) Alleged Responsible 5. Strategy Discussion / Meeting 6. Investigation Report 7. IM Closure of Investigation 8. Case Conference 9. Review Case Conference 10. Data Collection AAR safeguarded - o investigation required Send Task Pass to Enquiry Manager EM completes section 3 of Safeguarding form Decision Strategy or Investigation required EM Selects outcome of o investigation required by WSCC Phone Community team and send Task Pass to Community team to continue Adult Safeguarding. Reassign the episode to Community team.

23 Adult Services : to Flow 17/04/ Safeguarding (SAR) - 2 Customer with allocated worker If the Customer is in Hospital and:- Community Team Any worker 22.1 Safeguarding concern identified Should involve Safeguarding experts in each area 22.2 Contact allocated social worker (not via Frameworki) and add Case ote 22.3 Is this an Alert? 22.4 Does this need to be recorded as an Incident/ Service Quality Report? 22.6 COTACT (OPE CASE) (ad-hoc) 22.5 Write Case ote to justify decision 22.9 Create adhoc episode - If the alleged abuse occurred in the community and it relates to a dom care or residential or nursing home provider the alerts should be passed to the allocated community SW or the help desk. - If the alleged abuse relates to a carer/relative etc. and not an organisation the hospital service pick it up. The Hosptial Social Work Team would need to ensure safe arrangements made for the patient s discharge home. - If the alleged abuse relates to abuse within the Hospital, the Hospital Social Work team picks up ADULT SAFEGUARDIG Fill in AS009 Adult Safeguarding form s Send Task Pass to Enquiry Manager 23 For Incidents, we need to record which person / provider the concern was raised against 22.7 Complete AS008 - Incident/Service Quality Report 22.8 Select outcome of Service Incident / Quality Report

24 Adult Services : to Flow 17/04/ Safeguarding (SAR) Select one of the Safeguarding Complete outcomes as appropriate 23.1 Reassign episode to named worker Minutes to be completed off-frameworki, signed-off & uploaded. Templates to be stored on intranet Record IM decision, Investigation Outcome and rationale for no Case Conference in section 7 Community Team 23.2 Continue Information Gathering if required. AS019 Safeguarding Plan started Decision AAR Safeguarded no investigation required 23.4 IM completes section 3 of Safeguarding form If a Person(s) or Service(s) alleged responsible is known section 4 completed Level 1/2/3/ Strategy Discussion / Meeting held. Section 5 of Form completed 23.5 Select outcome of o investigation required by WSCC 23.7 Decision Inv reqd AAR safeguarded o investigation required 23.8 IM completes section 5 of Safeguarding form Investigation takes place complete section 6 of form (Investigation Report & Safeguarding Plan) Is Case Conference Required? Investigation Reports by external bodies can be uploaded 23.9 Select outcome of o investigation required by WSCC If the Case Conference turns into a Strategy Meeting, create a new sub-section within s Record IM decision, investigation outcome and Rationale in section Record Case Conference and Investigation Outcome in section 8 Minutes to be completed off-frameworki, signed-off & uploaded. Templates to be stored on intranet Select outcome of Safeguarding Complete Is (further) Review Case Conference required? Record Review Case Conference in section 9

25 Adult Services : to Flow 17/04/ Overarching Safeguarding (OSAR) Level 4 Investigations with multiple safeguarding alerts concerning the same provider service OSARs can be used for all Level 4s involving a Provider Overarching Organisation Individual 24.1 eed for Overarching investigation identified 24.2 Create dummy customer record for Overarching investigation aming convention : Surname = OSAR + Provider ame 24.3 OVERARCHIG SAFEGUARDIG (LEVEL 4) Do not use the SAR Episode for these OSAR dummy customers 24.5 ADULT SAFEGUARDIG May continue in parallel for the individuals 24.4 Create Personal Relationship between dummy customer and individual customers As 21 & 22 These relationships should remain open to give an audit trial 24.6 Create organisation relationships with OSAR & multiagencies involved 24.7 Complete relevant paperwork 24.8 If an Access to Records request is received, all OSAR data held for the individual on the dummy customer s record will be printed / redacted as required 24.9 Information-gathering / IM decision / Strategy / Investigation should take place as required When investigation is finished, select outcome of OSAR Investigation complete

26 Adult Services : to Flow 17/04/ Carer workflow CarePoint 2 / Allocated Team CarePoint 1 Carer 25.1 Carer Contacts Social Services 25.2 Are you caring for a CP? 25.3 Pass call through to CAP Crises should be dealt with on the Customer flow 25.4 Are you calling about your needs or those of the cared for? Cared-for 25.5 Join standard flow and set up cared for record If the self-assessment is received without previous contact, Care Point 1 would set up an Initial Referral, attach the and outcome to Care Point 2 to complete Initial Referral and outcome to Standalone Carer Assessment ote : if there is a SW allocated to the cared for, and they find out about a Carer, they should do the Initial Referral & Carer Assessment episodes themselves, rather than going through CarePoint Own 1 If it becomes apparent that the cared-for person needs an assessment, start an Initial Referral for that customer and continue as per Page Carer s self-assessment form to Care Point Care Point 2 opens a Standalone Carer Assessment and cuts and pastes self-assessment 25.6 Are you caring for someone who lives in West Sussex? 25.7 Sign-post to relevant LA Advise Carer to complete Self- Assessment Word document on Connect2Support site. Select FA outcome Does the Cared for person have an allocated SW / Team? 25.9 Pass call to Allocated Worker / Team IITIAL REFERRAL Allocated teams can ad-hoc an Initial Referral for a Carer, if they are already working with the cared-for Self-assess Call Carer Would a Carers Assessment be of benefit to them? Confirm if Carer is contracted How does Carer wish to be assessed? Carer to be assessed alongside customer Basic details - ame, DOB, address + appropriate Primary Support Reason for carer Add new Carer record to FWI (if not already there) IITIAL REFERRAL (CC) episode Reassign episode to a specific virtual duty worker (eg ACM ACM1) and set as allocated worker Provide relevant Advice & Information to meet Carer needs. Record on AS001b Referral form. Standalone Carer Assessment Send outcome of Standalone Carer Assessment to self. Assessment will be carried out alongside customer assessment If once and done, (eg providing advice & info only) can dead end here Complete AS001a Initial Referral form Select outcome of Pass Initial Referral to Adults CarePoint IITIAL REFERRAL Select outcome of Advice/ Information given or FA following Referral Send outcome of Standalone Carer Assessment to self. Assessment will be carried out independently to customer assessment 26

27 Adult Services : to Flow 17/04/ Carer workflow Support Brokers (or LD / MHS / Allocated Worker) CarePoint 2 (or Allocated SW) STADALOE CARER ASSESSMET 26.2 AS035 Standalone Carer Assessment form completed (initial view) Optional Task : Pass to Senior Prac or above for QA review 26.3 Eligible for funded support? es o 26.6 Does the Carer need a visit to complete assessment? es 26.4 Provide relevant Advice & Information to meet Carer needs. Record on Assessment form. Take into account previous provision o 26.7 Send task Pass to Community Team and reassign episode. Community Team will complete Assessment If the Support Plan does not have any financial element to it the Allocated Worker will complete it themself 27 Mandatory Task : Pass to Social Work TM for sign-off 26.8 Personal Budget set RAS STADALOE CARER SUPPORT PLA Create AS136 Standalone Carer Support Plan with carer Complete AS165 DP Carers' Direct Payment Agreement 26.5 Select outcome of Advice/Information given Standalone Carer Support Plan (if unspent Budget available) 26.9 Outcome to Standalone Carer Support Plan Outcome to Purchasing Carer episode Outcome to Review Standalone Carer Support Plan Advice/Information given (Dead ) STADALOE CARER REVIEW Standalone Carer Assessment (where outcomes were not met or needs have changed) Relevant Outcome selected Complete AS137 Standalone Carer Review form Complete proportionate Carer review

28 Adult Services : to Flow 17/04/ Purchasing - Carers Support Brokers (or LD / AMHS) PURCHASIG - CARER 27.2 Set up Purchase Order 27.3 Send for Financial Authorisation Purchase to be approved by Support Broker TM (or by LD / AMHS TM) 27.4 Save Purchase Order as PDF and to OWTB 27.5 Select outcome of Update Services 27.6 Select outcome of Revise Standalone Carer Support Plan 26

29 Adult Services : to Flow 17/04/ Hospital Discharge - Contact for new customer (ie someone not in receipt of current services) Ward 28.1 Ward makes referral to Hospital SW team s2 & s5 received dates should be recorded as Case otes Hospital Social Work Admin 28.2 Add new Customer record to FWI (if not already there) 28.3 IITIAL REFERRAL (ad-hoc) 28.4 Record details of contact on AS001b 28.5 TASK : Pass to Hospital Social Worker (named worker or duty worker) and add Allocated Worker For RAIT (Rapid Assessment Intervention Team) or Admission Avoidance cases, Task will be passed to RAIT / AA worker, who will carry out assessment and outcome to RIS / long term service RAIT = South and West. Admission Avoidance = orth Visit customer to understand situation Hospital Social Worker Assessment form to include Hospital discharge date (we need to report where they are 90 days later) 28.7 Assessment required? Outcome to Assessment (Allocated Worker) (sent to self) ASSESSMET 28.8 Information / Advice given 28.9 Case otes added Pass to Senior Prac or above for QA review (opt) Eligible & suitable for Enablement, Short Term or Long Term service? Long Term service FA following Referral outcome Short Term / Enablement date allocated worker Outcome to WBA Referral Full assessment AS002, RAS, Indicative Budget, Mental Capacity Assessment AS023 etc Advise family that long term support planning (inc Res) will be handled by planning team Outcome to Support Planning Support Brokers 5

30 Adult Services : to Flow 17/04/ Hospital Discharge - Contact for existing customer (ie receiving services before going to hospital) Hospital Social Worker Ward 29.1 Ward makes referral to Hospital SW team 29.2 Check Frameworki Allocated Social Worker worker and copy team manager. Create Case ote (inc s2) (with Alert to worker) Allocated Team (ie in review) May add additional case notes, eg for s5 notification People in long term placements whose needs haven t changed won t be referred to the Hospital SW 29.7 Is there a change in need? es 29.8 next Review / Reassessment early 29.9 REVIEW / REASSESSMET AS104 Review form / AS005 Reassessment form completed o Act For the Reassignment virtual worker to reassign work from other teams Future Work folders Review / Reassessment form to include Hospital discharge date Phone Support Brokers to inform them of discharge. Add Case ote If reassessment required, Resource Allocation completed & Indicative Budget created Optional Task : Pass to Senior Prac or above for QA review Outcome to Support Planning Phone the Support Brokers as well Allocated worker 29.4 Decide next step 29.5 Bring forward REVIEW / REASSESSMET 29.6 Pass to Support Brokers to amend Support Plan / Puchase 10 Support Brokers This may involve ending or cancellation Suspensions As 5 This may involve ending or cancellation Suspensions Decide whether change to Support Plan / Purchases required As 20

31 Adult Services : to Flow 17/04/ Hospital Admission customers with existing services (Long Term Res) Local Finance Care Home 30.1Complete FSA8 and send to Finance 30.2 Discuss with Allocated Worker should services be suspended? SUSPESIOS ARE OT BEIG USED UTIL BUSIESS RULES ARE DEFIED 30.4 Add suspension and retainer element 30.7 Complete FSA8 and send to Finance 30.8 date suspension and retainer element Allocated Worker 30.3 Services to be suspended? Customer 30.5 Customer dies in hospital? 30.6 Customer returns to Care Home? 18

32 Adult Services : to Flow 17/04/ Hospital Admission customers with existing services (on-res) Support Brokers (or LD / AMHS) Whoever is notified 31.1 eg Customer s PA tells Community SW / Family tells Hospital SW / Family tells Planning team 31.2 Record on Case ote. Phone / Support Broker team 31.3 Contact provider(s) 31.4 Consult Contingency Plan (within Support Plan) 31.5 Any purchases to be suspended / ended? o 31.6 When ready for discharge es To include what should happen re Charging in case of hospital admission 31.7 Take necessary steps eg suspend Dom Care, end any other relevant purchases (eg Day Care, Taxis) SUSPESIOS ARE OT BEIG USED UTIL BUSIESS RULES ARE DEFIED Suspensions should be monitored via a report 29

33 Adult Services : to Flow 17/04/ RIS Community Referral ECL RIS OT team CarePoint ASSESSMET 32.2 Complete AS002 Assessment form 32.6 Reject Task 32.3 Discuss with OT in CarePoint suitability of referral to RIS 32.5 Referral appropriate? 32.7 ASSESSMET AS002 Assessment form updated with OT Functional Assessment 32.4 Send task RIS OT Assessment Community Referral and reassign episode 32.8 Appropriate for RIS provision? Complete AS151 RIS Customer Service Delivery Agreement, Consent to Share (scanned) & RIS Charging Letter (scanned) RIS SERVICE PROVISIO Acknowledge receipt of referral within 2 hours Integrated Risk Assessment completed. Support provided (for up to 6 weeks). Weekly meetings held between RIS OT & RIS At or before week 3, complete AS256 RIS Statement 32.9 If there are ongoing eligible Social Care needs, send the Task Social Care Assessment required so that a Social Worker can update Assessment Outcome of RIS Service Provision selected Select Outcomes of Review/ Reassessment (send to relevant Community team) and WBA Referral (send immediately) Ongoing Care required? Community Team Weekly meetings with ECL Continue providing RIS up to notice period. Keep SW updated with progress (Case otes & Alerts). Existing customers who have a need for RIS optionally REVIEW / REASSESSMET (bring forward next scheduled episode) Complete AS011 WBA Referral form and send early outcome to WBA Support Select RIS OT Review outcome RIS OT REVIEW ADULT OT/ROVI REVIEW / REASSESSMET otice period exceeded? Update AS256 RIS Statement with hours delivered. Select Outcome of Cease RIS Intervention, with Outcome Reason defined. 10 Send Task RIS OT Assessment Community Referral WBA REFERRAL Outcome of Cease RIS Intervention REVIEW / REASSESSMET Invoice created at postreablement rate

34 Adult Services : to Flow 17/04/ RIS Hospital Referral ECL RIS OT team Hospital Social Work team 33.1 eed for RIS / OT identified (by ward) RIS SERVICE PROVISIO Acknowledge receipt of referral within 4 hours Referral appropriate? Return Work via right-click 33.2 IITIAL REFERRAL ASSESSMET - AS002 Assessment / AS253 Med n Assmnt / AS049 Consent to Share / RIS Charging Sheet completed Always select this outcome 33.4 Outcome of RIS Service Provision selected If at any point a WSCC RIS OT assessment is required, select RIS Occupational Therapy Assessment outcome & send immediately Additionally always send this Task 33.5 Send task RIS OT Assessment Hospital Referral. Reassign episode to RIS virtual worker ASSESSMET AS002 Assessment form updated with OT Functional Assessment Customer Service Delivery Agreement and Integrated Risk Assessment completed Support provided (for up to 6 weeks). Weekly meetings held between RIS OT & RIS At or before week 3, complete AS256 RIS Statement Existing customers with Dom Care or PA (with no allocated Social Worker) who have a need for RIS where no other HS rehab service is involved Send Task RIS OT Assessment Hospital Referral (+ RIS Hospital Discharge Service Provision outcome if current provision is to cease / suspend) Reassign Task and episode to named worker Ongoing Care required? REVIEW / REASSESSMET (bring forward next scheduled episode) 33.7 Weekly meetings with ECL Outcome of RIS OT Review selected. Task completed Select Outcomes of Review / Reassessment (sent to Community team) and WBA Referral (send immediately) Community team 33.9 RIS OT REVIEW Complete AS011 WBA Referral form and send early outcome to WBA Support Existing customers with Dom Care or PA (with allocated Social Worker) who have a need for RIS where no other HS rehab service is involved REVIEW / 10 REASSESSMET (bring forward next scheduled episode) Send Task RIS OT Assessment Hospital Referral (+ RIS Hospital Discharge Service Provision outcome if current provision is to cease / suspend) optionally Continue providing RIS up to notice period. Keep SW updated with progress (Case otes & alerts) Outcome of Cease RIS Intervention selected ADULT OT/ROVI REVIEW / REASSESSMET WBA REFERRAL otice period exceeded? REVIEW / REASSESSMET Update AS256 RIS Statement with hours delivered. Select Outcome of Cease RIS Intervention, with Outcome Reason defined Invoice created at postreablement rate