1. What do we stand for?
Social Services in Cheshire West and Chester support those
people who need Social Care, including those being in need of
protection, to develop their abilities to live as independent and
fulfilled lives as possible. In order to reach people, frontline
contact with referrers and the public is a crucial part of the
service.
2. Service Areas
Cheshire West and Chester Social Services support:
- Children and young people under 18 and their families.
- Young people who have been cared for by the Department.
- Adults and Older People with physical disabilities, learning
disabilities, mental health or drug or alcohol related
problems.
- Older people who wish to remain in their own home.
- Carers, that is family and friends who look after others.
3. Referral Channels
If you wish to tell Social Services about someone you are
concerned about we call this a referral.
The Social Services Access Team provide a first point of contact for
people who wish to ask for help for themselves or, with their
permission, for a relative or friend. Contact with the Access Team can be made
by office visit, phone, letter, fax or e-mail, direct to the local
office. These routes are also the first point of contact with
Social Services by other agencies, such as health, education,
police and housing.
4. The Referral
The most efficient and effective ways to make a referral to
Social Services are by phone or local Access Teams office visit. This enables the
referrer and the Access worker to fully discuss the situation and
possible ways of resolving difficulties. A referral is essentially
a two way communication process. However, as this contact is not
always possible, a letter, fax or online referral can be made.
- When making a referral to the local Access Teams using the online form, the
following guidance must be observed:
- As many fields as possible should be completed and some fields
must be completed in order to proceed.
- The name, address and contact details of the person making the
referral must be included. Anonymous referrals will not be accepted
via the online form, as more information may be needed or details
clarified by the receiving worker.
- The permission of the person being referred must have been
obtained before a referral is made. Social Services rarely accept
referrals without such permission, and if permission has not been
obtained, an explanation must be given on the referral form.
- The on-line system should not be used where there are concerns
about the safety of a child. Any concern of this nature should be
telephoned to the appropriate Access Teams, or, out of hours, to the Emergency
Duty Team, without delay.
5. What Happens Next
Online referrals to the Access Teams are checked three times per day on
weekdays and we aim to assess each referral within 24 hours.
Emergency referrals should be telephoned through to the local
office between 9.00 am and 5.00 pm and The Emergency Duty Team out
of office hours.
The Access Teams
will decide whether to make a referral to a specialist team;
redirect the referral to another agency or organisation; send out
information; or deal with the query on the spot.
Paper copies of online referrals will be made and may become
part of the confidential written records relating to individual
clients of the department. Individuals have a right, under the Data
Protection Act 1998 to view the records which are held about them.
It is exceptional that information is withheld from a client and
this should be borne in mind when making an online referral.
Online referrals will only be acknowledged where the referrer is
the client, the carer or a professional such as a GP, teacher or
nurse etc.
Referrals which are accepted by the department will be responded
to within the Council's Guidelines depending on the allocated
priority.