Actions and Next Steps (First Point of Contact B)

You will often receive telephone contacts requesting to speak to a named worker or a particular service. However, this may or may not be the best person for them to speak to.

When the person/carer making the contact requests specifically to speak to or be contacted by a particular team or practitioner you should establish as quickly as possible whether the contact should be forwarded to that practitioner/team.

You should check available systems to establish whether:

1. The person/carer is allocated to the practitioner they have requested to speak to; or
2. The service/team is responsible for either the assessment or review of the person/carers needs.

You should not transfer a telephone call to a named worker if it is clear that the worker is not allocated to the person/carer. This will not be helpful to the worker or to the person/carer as they will not be speaking to the right person to resolve the contact.

If the practitioner is not available

If the practitioner is not available you should try and establish when they may become available by looking at any electronic calendars they use or speaking with a member of the service/team they are based in.

If you know when the practitioner is likely to become available you should:

1. Inform the person/carer of this;
2. Leave the practitioner a message alerting them to the contact, any action undertaken and confirming the information given to the person about when to expect a call back;
3. Undertake any actions that you are able to in order to resolve some or part of the contact, including any urgent actions that may be required should the practitioner be unavailable for more than a few hours;
4. Agree with the person/carer what they should do if the practitioner does not make contact at the expected time; and
5. Make a proportionate record of all the above.

If it is not clear when the practitioner will become available you should:

1. Inform the person/carer of this;
2. Leave the practitioner a message alerting them to the contact, any action undertaken and what information has been given to the person/carer;
3. Undertake any actions that you are able to in order to resolve some or part of the contact, including any urgent actions that may be required; and
4. Agree with the person/carer what they should do if the practitioner does not make contact within an agreed timeframe; and
5. Make a proportionate record of all the above.

When a written contact is addressed to a named worker you should establish as quickly as possible whether the contact should be forwarded to that practitioner.

You should check available systems to establish whether the person/carer is allocated to the practitioner that the written contact is addressed to.

You should not transfer a written contact to a named worker if it is clear that the worker is not allocated to the person/carer. This will not be helpful to the worker or to the person/carer as they will not be dealing with the right person to resolve the contact.

Before transferring the contact you should:

1. Confirm that the practitioner the written communication is being transferred to is available within a reasonable timeframe for the action indicated by the contact, or that there is a mechanism in place for the written contact to be received and managed by the service in which they work;
2. Where the communication is a letter or an e-mail, whether the practitioner wishes to receive the original contact (if not this should be filed securely); and
3. Where a written response confirming the contact has been received is required or requested, agree who will provide this.

The most secure way to transfer a written contact is to send a message to the practitioner alerting them to the contact and where it can be found on the recording system.

Any original copies of e-mails must be sent via internal secure e-mail systems only and any original letters must be sent via internal postal services or secure delivery only.

If the practitioner is not available

If the practitioner is not available you should try and establish when they may become available by looking at any electronic calendars they use or speaking with a member of the service/team they are based in.

If the practitioner is not available within a reasonable timeframe for the action indicated by the contact you should:

1. Leave the practitioner a message alerting them to the contact, where it can be found on the recording system and any action undertaken, including what has been agreed with the person/carer if contact has been made with them;
2. Undertake any actions that you are able to in order to resolve some or part of the contact, including any urgent actions that may be required and writing any acknowledgement letter to confirm arrival of the contact;
3. When the practitioner is not available within any timeframes indicted in the written contact or for more than a few days inform the person/carer making the contact of this;
4. Agree with the person/carer what they should do if the practitioner does not make contact within an agreed timeframe; and
5. Make a proportionate record of all the above.

If the information gathered during a telephone contact suggests the person/carer would benefit from further assessment or intervention a referral should be taken so long as:

1. The person/carer the referral relates to is making the referral;
2. The person/carer the referral relates to has given their consent to the referral; or
3. The person/carer that the referral relates to lacks mental capacity to make a referral and a decision has been made under Best Interests that a referral should be made; or
4. The person that the referral relates to is at risk of harm from abuse or neglect.

The following information should be included in a referral:

1. All personal details, including the persons/carers full name (and also preferred name or previous surname), address and preferred contact details, date of birth, national insurance number and NHS number;
2. The name, relationship and contact details of the person making the referral (if not the person/carer themselves);
3. When and how the person/carer consented to the referral;
4. If the person has not consented to the referral, was a mental capacity assessment carried out and is the referral being made under Best Interests;
5. What the presenting issue is from the person's/carer's perspective and what they would like to happen;
6. What the presenting issue is from the referrer's point of view (if the referrer is not the person/carer) and what action they may recommend;
7. What options have been considered with the person/carer to resolve the issue so far, including what support the person/carer has had from family and community networks;
8. What information and advice has been provided to the person or what information and advice may be required;
9. What prevention services have been used, considered or may be of benefit;
10. Any specific communication needs of the person/carer that need to be considered so they can understand and be involved in any adult Care and Support process;
11. Whether the person/carer is likely to have substantial difficulty in any adult Care and Support process, and if so whether an independent advocate has been considered;
12. Details of any previous or current Care and Support/Support services (whether the Local Authority is providing them or not);
13. With the person's/carer's consent the name and contact details of anyone involved in their life who should be involved in any assessment (family member, friend or professional); and
14. Any other information deemed relevant by the person/carer or referrer (if the referrer is not the person/carer).

Sometimes it is clear which service in the Local Authority should receive the referral that has been made. Where this is clear local processes should be followed to transfer the referral to that service.

Sometimes it is less clear which service should receive a referral. For example, if the person/carer's needs could potentially be met by more than one team.

Decision making in this instance should be as simple and consistent as possible. It should involve the person/carer and the potential services with the aim of reaching a shared agreement. Any delays should not negatively impact the person/carer or put them at risk through the delay of any Care and Support/Support needs being met.

Though not a requirement, it would be prudent to apply the same criteria that the Care Act requires to be applied when deciding the most appropriate worker:

1. The views and wishes of the person/carer about which service/team would best support them must be regarded;
2. The service/team must possess the skills, knowledge and competence to carry out the anticipated Care and Support functions; and
3. The service/team must possess the skills, knowledge and competence required to work with the particular person/carer in question.

tri.x as developed a tool that can be used a required to support consistent decision making about team suitability.

See: Team Suitability Decision Support Tool.

The service area or team receiving the referral should make effective use of the information gathered thus far and not make the person/ carer (or anyone else previously consulted) repeat information unnecessarily.

Whenever the outcome of a contact or referral is that the person/carer will be involved in any adult Care and Support process (including any assessment, review, reassessment or safeguarding) the Local Authority has a duty under the Care Act to make an independent advocate available to the person/carer when:

1. There is no appropriate other person to support and represent them; and
2. They feel that the person/carer would experience substantial difficulty being fully involved in the Care and Support process without support.

Decisions about the need for advocacy should be made as early as possible because advocacy must be provided before the Care and Support function to be carried out can begin. As such if you know that advocacy will be likely you should discuss this with the person and make a referral at the same time as you transfer the request for a review or reassessment.

See Using Independent Advocacy, which includes guidance on how to establish whether a person needs an advocate, the different advocates that are available and how to make a referral.

The Local Authority has a duty to provide good information around finances at an early stage. This provides people with an understanding from the beginning about how they may be expected to contribute financially towards the cost of any Care and Support/Support they receive so that they can start thinking about and planning how they could use their financial resources flexibly to fund a range of potential care options. You should take any opportunity to provide this information, and should particularly make sure that it has been provided whenever a transfer is made to another service that may result in an assessment, review or reassessment.

See: Specific Requirements on the Provision of the Information and Advice around Finances for guidance on the requirements of the Care Act.

See the Financial Assessment and Charging FAQ Response Support Tool for the answers to some frequently asked questions around financial assessment.

Whenever the outcome of a contact or referral is that the person/carer will be involved in any adult Care and Support process (including any assessment, review, reassessment or safeguarding) the Local Authority has a duty under the Care Act to make an independent advocate available to the person/carer when:

1. There is no appropriate other person to support and represent them; and
2. They feel that the person/carer would experience substantial difficulty being fully involved in the Care and Support process without support.

Decisions about the need for advocacy should be made as early as possible because advocacy must be provided before the Care and Support function to be carried out can begin. As such if you know that advocacy will be likely you should discuss this with the person and make a referral at the same time as you transfer the request for a review or reassessment.

See Using Independent Advocacy, which includes guidance on how to establish whether a person needs an advocate, the different advocates that are available and how to make a referral.

The Local Authority has a duty to provide good information around finances at an early stage. This provides people with an understanding from the beginning about how they may be expected to contribute financially towards the cost of any Care and Support/Support they receive so that they can start thinking about and planning how they could use their financial resources flexibly to fund a range of potential care options. You should take any opportunity to provide this information, and should particularly make sure that it has been provided whenever a transfer is made to another service that may result in an assessment, review or reassessment.

See: Specific Requirements on the Provision of the Information and Advice around Finances for guidance on the requirements of the Care Act.

See the Financial Assessment and Charging FAQ Response Support Tool for the answers to some frequently asked questions around financial assessment.

Customer to develop this section.

Examples of resources you may wish to include are online resources, drop-in face to face resources, telephone resources, equipment and adaptation information and advice, general and specialist resources (e.g. for mental health or learning disability).

Examples can be provided upon request.

Sometimes it is helpful to contact a well known national organisation with a dedicated information and advice service or help-line. See: National Organisations with Information and Advice Helplines for details of some national organisations offering this service.

Some national organisations do not have dedicated information and advice services but can still provide such support upon request. See: National Contacts for Adult Care and Support for a wider range of useful national contacts for adult Care and Support.

You can also see the Financial Assessment and Charging FAQ Response Support Tool for the answers to some frequently asked questions around financial assessment, including questions relating to Disabled Facilities Grants.

Information and advice must be provided in an accessible way so that the person/carer for whom it is intended can best understand and make use of it.

If you feel the person/carer for whom the information and advice is intended will need support to understand it then you should:

1. Consider whether the person/carer has anyone appropriate who can help them to understand it;
2. Consider any steps that you can take to support them to understand it (for example talking through the information over the telephone or summarising it in a simpler format); and
3. Consider the benefit of independent advocacy.

Maintaining confidentiality

The Local Authority has a common law and legal duty to safeguard the confidentiality of all personal information. As an employee of the Local Authority you are bound contractually to respect the confidentiality of any information that you may come into contact with. Under no circumstances should such information be divulged or passed to any persons or organisation in any form unless you have authorisation to do so.

All information sharing that takes place must be in line with data protection regulations and local policy.

Any unauthorised disclosure of confidential information may result in disciplinary action of individual prosecution under the Data Protection Act 2018.

Protecting information

You should take necessary steps to protect the information that you hold and have access to. For example:

1. You should ensure that nobody else has access to your electronic information systems (e-mail and IT system);
2. You should send electronic communication by secure channels (having verified the detail of the recipient);
3. You should keep records made by hand in a secure place (e.g. notebooks);
4. You should only discuss information with appropriate people in safe environments.

The rights of the data subject

Under Data Protection legislation (namely the Data Protection Act 2018 and the UK General Data Protection Regulations (UK GDPR) any individual (known legally as the data subject) that the Local Authority holds information about is legally entitled to access the information held about them (known legally as the right of access) unless an exemption to do so applies (see below).

This includes both paper/hard copy information and information held electronically.

If the person lacks capacity

If the data subject lacks capacity to make a request for information under Data Protection legislation and they have a legally authorised representative who deems it in their best interests to request the information it can also be requested by that legally authorised representative and the request should be treated as if it had been made by the data subject.

Carer's access to information about the cared for person

A carer does not have rights to access information about the person they care for unless this information is information that should be provided to them as a matter of course under the Care Act (e.g. copies of the person's assessment or review report).

In all other circumstances information can only be shared if:

1. The data subject provides consent for it to be shared; or
2. The data subject lacks capacity to consent but has a legally authorised representative who has consented; or
3. The data subject lacks capacity to consent, does not have a legally authorised representative but it is the view of the Local Authority that sharing the information would be in their best interests (e.g. to support an assessment by another professional);
4. None of the exemptions set out in the Data Protection Act apply

The rights of other people

The rights of other people to access information about a data subject are limited. Information can only be provided if:

1. The data subject provides consent for it to be shared; or
2. The data subject lacks capacity to consent but has a legally authorised representative who has consented; or
3. The data subject lacks capacity to consent, does not have a legally authorised representative but it is the view of the Local Authority that sharing the information would be in their best interests (e.g. to support an assessment by another professional);
4. None of the exemptions set out in the Data Protection Act apply; or
5. The information is requested under safeguarding and is integral to protecting the person, a child or other vulnerable adult from abuse or neglect.

As permitted under the UK GDPR, the UK Data Protection Act sets out some exemptions to the right of access. These exemptions apply to every information request, with one exception; if disclosure of the information is required by a court order or is necessary for the purpose of or in connection with any legal proceedings it should be provided.

The exemptions are:

1. If providing the information requested will place the data subject, a child or other adult in (or at risk of) serious harm to their mental or physical health;
2. If the information is child abuse data, it would not be in the best interests of the data subject;
3. If a court has ordered the information not to be disclosed;
4. Where a person with capacity provided the information to you with the expectation it would not be disclosed, or if they expressly indicated this (i.e. they did not consent);
5. Where the information contains the identity or personal information of another data subject, that other person has capacity and has not consented to their information being shared, and it would not be possible to remove or disguise their data from the information (e.g. by blocking out or removing those details);
6. Where the information contains the identity or personal information of another data subject, that other person lacks capacity to consent to their information being shared, it is not deemed in their best interests to do so and it would not be possible to remove or disguise their data from the information (e.g. by blocking out or removing those details);
7. Where disclosure would prevent the detection or investigation of a crime or pose a risk to national security;
8. The request is deemed 'manifestly unfounded or excessive' (e.g. an identical request has already been received and information has already been provided or denied).

If you are unsure whether an exemption applies you should seek support from a manager, who in turn should seek legal advice as required.

Data subjects should be told what information is collected about them, why and how long it will be kept for.

You should routinely share the following information with the individual it is about (the data subject), whether or not they have requested it:

1. Copies of any assessment or review reports (including risk assessments, mental capacity assessments and safeguarding reports);
2. Copies of any Care and Support or other Plans; and
3. Copies of any meeting minutes in which they were present.

Where the individual has capacity and requests that this information is also shared with another person you should honour this request unless doing so would place the individual, a child or other vulnerable adult at risk of harm from abuse or neglect by that person. Where a request to share information is not honoured you should explain to the individual why the information has not been provided.

If you feel that the information should be shared with another person or organisation in order to benefit the individual (for example a health professional completing an assessment) you should obtain consent to do so.

Where the individual lacks capacity a decision can be made that it is in their best interests for this information to be shared, so long as no exemptions apply.

In all cases

Whenever you are unclear about whether or not to share information you should seek support from a manager, who in turn should seek legal advice as required.

Informal requests by the data subject

If the individual (data subject) has requested information informally relating to them or their case you must decide whether the information can be provided under Data Protection legislation.

It is the expectation in the legislation that wherever possible information is provided to a data subject following an informal request.

Some of the things that should be considered are:

1. Is the information something that should be shared with the individual as a matter of course?
2. Would providing the information be a breach of someone else's confidentiality?
3. Would sharing the information put the individual at risk of harm from abuse or neglect?
4. Would sharing the information put another adult or child at risk of harm from abuse or neglect?
5. Do any of the exemptions in the Data Protection Act apply?

Informal requests by others

If the request is being made by a person who is legally authorised to request the information (a Court of Protection appointed Deputy for welfare or someone with Lasting Power of Attorney) the request should be treated as if it had been made by the data subject.

The rights of other people to access information about a data subject are limited. Information can only be provided if:

1. The data subject provides consent for it to be shared; or
2. The data subject lacks capacity to consent but has a legally authorised representative who has consented; or
3. The data subject lacks capacity to consent, does not have a legally authorised representative but it is the view of the Local Authority that sharing the information would be in their best interests (e.g. to support an assessment by another professional); or
4. The information is requested under safeguarding and is integral to protecting the individual, a child or other vulnerable adult from abuse or neglect.

The person making the request can still make a formal request for the information if an informal request is denied.

Formal requests for information about a data subject

A formal request is a request made in writing. They can be made by anyone.

The outcome of a formal information request should be made within 1 month of the date it was made. Notification in writing should be provided to the person making the request.

If information is to be shared this should also take place within that timeframe, even if the amount of information is significant (e.g. a case file).

Under the Freedom of Information Act anybody may make a formal request in writing (including e-mail) for non-personal information from a public body. This is information that does not relate to a particular individual (data subject).

The Freedom of Information Act specifies that any formal request for information made under the Act must be responded to within 20 days of receipt. The response should confirm:

1. Whether the information is held by the Local Authority; and
2. If so, provide the information requested.

Where information about an individual (data subject) is  requested as part of a safeguarding enquiry in order to protect the individual, or another vulnerable adult or child from abuse or neglect (or the risk of abuse or neglect) it should be provided.

This should be provided securely to the person leading the safeguarding enquiry and any concerns that you have about the implications for other vulnerable adults or children as a result of providing the information should be shared and considered by the safeguarding enquiry.

If it is possible to seek consent from the data subject before providing the information you should do so, although information can be provided without consent for the purpose of protecting them (or another adult or child) from abuse or neglect. If the individual does not give consent the information should still be shared if doing so would serve to protect them (or another adult or child) from the risk of abuse and neglect.

You should notify the individual that their information has been shared for the purposes of protecting them (or under safeguarding) from harm unless doing so would place them (or another adult or child) at further risk of harm. In this case you should notify them when it is deemed safe to do so.

You should be clear with the individual from the beginning that in the event of safeguarding information about them may be provided without their consent or immediate knowledge.

Not everyone contacts the Local Authority in a timely way so as to allow for an assessment and exploration of options to take place prior to any initial decisions being made about the need for Care and Support.

For example, some people only approach the Local Authority when they are in a time of crisis, high risk or when there is a sudden or unexpected change in their Wellbeing.

In these cases there may appear to be an urgent need for support that cannot wait for an assessment or review process to be carried out.

The Care Act recognises this occurrence and gives the Local Authority powers to meet such needs without having carried out a formal assessment process.

To see what the Care Act says about meeting urgent needs without an assessment or review, see: The Power to Meet Needs.

Having the power to meet needs without an assessment or review means that the Local Authority can decide whether or not to do so, based on the available information and specific circumstances of the person/carer and their situation.

Under the Care Act, the Local Authority can put any interim or urgent measures in place that it deems appropriate to meet the needs of the person/carer and manage the situation. This can range from a small number of domiciliary care visits to a stay in residential accommodation.

The same legal considerations apply when meeting urgent needs as they do when meeting non-urgent needs:

1. The impact on the person's/carer's individual wellbeing;
2. Whether any preventative service can be provided that will delay, reduce or prevent the need for Care and Support/Support;
3. Whether information and advice can be provided to support the person/carer to find their own solution, or to delay, reduce or prevent the need for Care and Support/Support.

It is vital that you understand your duties in relation to the above. Please use the links below to access further information as required.

• Promoting Individual Wellbeing for information about the duty to promote individual wellbeing;
• Preventing Needs for Care and Support for information about the duty to prevent, reduce or delay needs;
• Providing Information and Advice.

In addition, you should be mindful that nobody has yet assessed (or reassessed) the needs of the person/carer and you may be relying on historical information or information from sources currently under significant strain or pressure to act. As such the information presented may or may not be an accurate reflection of the person's/carer's needs following an assessment.

Interim support should therefore only be seen as a temporary measure to reduce risk of harm and support the person/carer to a place in time where a needs or carer's assessment can be carried out and long term options explored and agreed with them. As such, you should be cautious about providing interim Care and Support/Support that may be problematic to cease following assessment.

tri.x has developed a tool that can be used as required to support consistent decision making about the provision of urgent or interim support.

See: Urgent or Interim Support Decision Tool.

Wherever possible, every conversation with a person/carer should be from a strengths perspective. This means that before you talk about service solutions to the presenting issue you must support the person/carer to explore whether there is:

1. Anything within their own power that they can do to help themselves; or
2. Anything within the power of their family, friends or community that they can use to help themselves.

A strengths based approach is empowering for the person/carer and gives them more control over their situation and how best to resolve any issues in the best way for them. The end result may still be that the Local Authority intervenes with an assessment or other support, but this decision will have been reached knowing that it is the most proportionate response available.

Adopting a strengths based approach involves:

1. Taking a holistic view of the person or carers needs in the context of their wider support network;
2. Helping them to understand their strengths and capabilities within the context of their situation;
3. Helping them to understand and explore the support available to them in the community;
4. Helping them to understand and explore the support available to them through other networks or services (e.g. health);
5. Exploring some of the less intrusive/intensive ways the Local Authority may be able to help (such as through prevention services or signposting.

SCIE have produced clear and practical guidance around how to use a strengths based approach in practice. See: Care Act guidance on Strengths-based approaches. Note: SCIE requires a login to access resources, but any social care practitioner can create one quickly and easily.

All funding requests for urgent and interim support should be made in line with available local processes and requirements.

It can be difficult to make a decision about the level of funding required to meet the urgent or interim Care and Support/Support needs because:

1. There will be no personal budget allocated to the person/carer; or
2. There will be a personal budget but this will not be based on their current needs.

The Care Act does not discuss or set funding limitations in relation to the provision of any Care and Support/Support. This includes urgent and interim Care and Support/Support. Instead, the golden rule of the Care Act when making any funding decision is that 'the amount of funding agreed must be sufficient to meet the needs that are to be met at that time'. Decisions must also be made in a way to ensure that the person/carer will be satisfied the process was fair and robust.

Other than sufficiency, the factors that decision makers must consider are:

1. The views and wishes of the person/carer about how their needs should be met;
2. The availability of other potential options in the marketplace; and
3. The cost of available suitable services in the marketplace.

Other factors that should be considered are:

1. The complexity of the needs;
2. The level of risk/sense of urgency; and
3. Whether the practitioner requesting the funding has provided relevant information and advice, whether they have explored prevention services that may be appropriate and whether they have explored how the person's/carer's own networks of support could help; and
4. Where the person/carer is not ordinarily resident; if they receive Care and Support/Support already in another Authority the nature of the Care and Support/Support they receive.

Decision makers should also take into account that the Local Authority is also permitted under the Care Act to consider how to balance its legal requirement to maintain universal services to the entire local population with the power to meet urgent needs. In doing so it must:

1. Not base it's decision on finances alone;
2. Consider things on a case-by-case basis; and
3. Not set arbitrary limits (fixed amounts for a particular type of need or service).

The outcome of the funding decision should be communicated to the person/carer at the earliest opportunity. The method of communication should reflect that requested by the person/carer and any specific communication needs they may have. For the purposes of the Care Act communication about the outcome of a funding decision is subject to the same requirements as the provision of information and advice, and the duty to make it accessible therefore applies equally.

Where communication is provided by telephone a follow up letter confirming the conversation and the funding decision should be sent to the person/carer as a formal record.

When communicating the outcome you should include the following information:

1. The funding decision itself;
2. The rationale for the decision;
3. Any information and advice relating to adult Care and Support, and the prevention, delay or reduction of needs;
4. What will happen next and the timeframes involved;
5. How to complain about any aspect of the decision or proposed outcome.

Any funding decision rationale should be clearly recorded in line with local recording requirements.

The Local Authority is not required to record urgent and interim support on a Care and Support/Support Plan because:

1. The support is being provided under the Local Authority's powers (as opposed to duties);
2. The person/carer has not yet been assessed (or reassessed); and
3. There has been no decision about eligible needs.

However, the following must be clearly recorded:

1. The urgent or interim support being provided;
2. The contribution to the cost of the support being made by the Local Authority;
3. The contribution being made by the person/carer;
4. The duration of the support;
5. How the support will be reviewed;
6. What outcomes the support aims to achieve; and
7. The next steps, including timeframes for any assessment.

Under the Care Act the process of arranging to meet urgent and interim Care and Support needs is the same as arranging to meet needs agreed through a non-urgent Care and Support Planning (or Support Planning) process.

The Local Authority is permitted under the Care Act to charge any person/carer for Care and Support/Support (including Care and Support/Support provided on an urgent basis) unless:

1. It chooses not to; or
2. The person/carer has been financially assessed as having insufficient funds to contribute; or
3. The support being provided is reablement (up to 6 weeks is non-chargeable); or
4. The support being provided is equipment (up to the cost of £1000 is non-chargeable).

For further information about charging for all services under the Care Act, see: Power of the Local Authority to Charge.

It is your responsibility to understand the position of the Local Authority in regards to the financial assessment of carers.

See the Financial Assessment Procedure for further guidance.

Where urgent support is provided to a person/carer who is not ordinarily resident contact should be made at the earliest opportunity to the Local Authority in which they live to inform them of the intention to meet an urgent need.

Where the person/carer is already in support of a service from the other Local Authority information should be gathered to support any decisions made about which support should be provided.

Agreement should be reached with the other Local Authority about how any urgent Care and Support/Support services will be monitored, when they intend to assess for eligible needs and how reimbursement of costs incurred can be sought.

tri.x has developed a tool to support decision making around ordinary residence.

See: Ordinary Residence Decision Support Tool.

Also see the Ordinary Residence Procedure for further information.