Adult social care service manager talks about how conversations with people have changed, for the better

Sarah Dillon, Shropshire Council’s service manager in adult social care, talks about how the introduction of the council’s new operating model has changed the focus of its conversations with service users, their families and carers for the better.

The council’s customer service centre operators (known as ‘First Point of Contact’) have been trained to be able to do a basic assessment over the phone straightaway. People are then supported according to their needs, whether this be an invite to a Let’s Talk Local session, a visit from a social worker, or signposted to another organisation who can arrange the right type of care.

It has meant that over 73% of the people who call the council have their queries resolved there and then. There is no waiting list.

However, it doesn’t stop there – the council calls people back to check that they’re happy with the service they received.

To watch the short video click here.

Working in this way means that the council is well prepared for the Care Act, which comes into effect on 1 April 2015.