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Requesting Adult Social Care Support (Family Connect)

1. Making a Contact or Referral

Social work support and general contact

Telephone: 01952 385385
E-mail: familyconnect@telford.gov.uk
Online contact form: Click here to access the online contact form

Note: If Care and Support is already in place you should contact the relevant Locality Team or allocated worker where known.

Wrekin 01952 385577
Hadley 01952 387183
Lakeside 01952 385465
Mental Health use the allocated worker's direct contact number provided.

Equipment or adaptations

People should, wherever possible visit My Choice. My Choice is a partnership between Age UK Shropshire, Citizen's Advice, Taking Part, Alzheimer's Society and Shropshire Independent Advocacy Scheme.

My Choice will be able to:

  1. Provide information and advice about equipment and adaptations;
  2. Undertake assessments; and
  3. Provide a range of equipment and minor adaptations; and
  4. Refer to Occupational Therapy where further assessment is needed.

To make an appointment:

Telephone: 01952 216 018
E-mail: enquiries@ageukstw.org.uk

If My Choice is not accessible or you deem the person's needs to be complex a direct referral to Community Occupational Therapy services can be made through Family Connect.

Equipment faults and maintenance

All routine maintenance is carried out by Community Equipment Stores. Wherever possible, they should be contacted directly using the Repair Line number provided by the Occupational Therapy service when the equipment was installed.

Faults to adaptations, such as a stair lift or through lift must be arranged through Business Innovations Telford (BIT).

If the relevant number cannot be located contact Family Connect on 01952 385385 and ask to speak with the Duty Occupational Therapist who will be able to assist.

Safeguarding

Adults

If you suspect that a vulnerable adult is or may be at risk of abuse or neglect this should be reported via:

Family Connect

(Monday-Friday 9am-5pm)
Telephone: 01952 385385
E-mail: familyconnect@telford.gov.uk
Online contact form: Click here to access the online contact form.

Note: Only use e-mail or the online contact form if an urgent response is not required.

Emergency Duty Team

(outside office hours and weekends)
Telephone: 01952 676500

West Mercia Police

Telephone: 0300 333 3000 or 101

Children

If you are concerned about a child this should be reported via:

Family Connect

(Monday-Friday 9am-5pm)
Telephone: 01952 385385
Online contact form: Click here to access the online contact form.

Emergency Duty Team

(outside office hours and weekends)
Telephone: 01952 676500

West Mercia Police

Telephone: 0300 333 3000 or 101

If you are concerned that an adult or child is in imminent danger from abuse or neglect, or that a criminal act has taken place you should contact the police by dialling 999.

2. Steps to Consider before Making a Contact or Referral

Consent

Referral

Referrals for adult Care and Support interventions cannot be taken unless:

  1. The person or carer the referral relates to is making the referral;
  2. The person or carer the referral relates to has given their consent to the referral; or
  3. The person 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.

Information Sharing

Information relating to a particular person or carer already receiving a Care and Support service cannot be shared unless:

  1. The person or carer to whom it relates is the one requesting it;
  2. The person or carer to whom the information relates has given consent for it to be shared with the person requesting it; or
  3. The person to whom the information relates lacks capacity to consent for it to be shared but has a legally authorised person that agrees to it being shared;
  4. The person to whom the information relates lacks capacity to consent for it to be shared and the Local Authority makes a decision under Best Interests that it should be shared with the person requesting it; or
  5. The person is at risk of harm from abuse or neglect.

What can be provided without consent

Unless one of the above situations applies only general information and advice about adult Care and Support can be provided.

Where information is gathered or shared it will be done so with full regard to the Caldicott Principles and local information sharing policies.

Use the tri.x Resources tab to access further information about the Caldicott Principles in the glossary.

Click here to access the procedure for providing information about a person.

Consent to Contact/Referral and Mental Capacity

If there are concerns that the person may lack capacity to consent to the contact or referral then a proportionate mental capacity assessment must be carried out to determine whether this is the case. This can be carried out by the person making the contact or referral if they have the necessary skills to do so, or by the Local Authority as part of the referral process.

If the person has capacity to consent following the mental capacity assessment their consent must be obtained before making the contact or referral.

If the person lacks capacity to consent following the mental capacity assessment then a Best Interest Decision must be made to confirm that making the contact or referral will be in their Best Interests.

Click here to access the Mental Capacity Act 2005 Resource and Practice Toolkit, with guidance about assessing capacity and making best interest decisions.

Information and Advice

If the purpose of the contact is to access information and advice about adult Care and Support there are a range of alternative options available that should be explored before contacting Family Connect.

Live Well Telford

This is a comprehensive online information and advice service. Click here to access it - link to follow.

My Choice

My Choice is a partnership between Age UK Shropshire, Citizen's Advice, Taking Part, Alzheimer's Society and Shropshire Independent Advocacy Scheme. It can provide information and advice about welfare benefits, community care, budgeting and paying for care.

Telephone: 01952 216 018 (Telford office).
Drop in: Southwater Square, Monday-Friday 9.30pm-12.30pm.
Make an appointment: enquiries@ageukstw.org.uk
Online: Age UK website.

Carers

Carers can access bespoke information and advice through the Carer's Centre by calling 01952 240209.

Information about equipment and adaptations

My Choice can also provide a range of information and advice about equipment and adaptations. They are also able to carry out non-complex assessments and provide equipment to promote independence. Contact them using the details above.

Financial assessment FAQ's

Click here to see the answers to some frequently asked questions around financial assessment, including questions relating to Disabled Facilities Grants.

Note: This FAQ is based on statutory duties and powers and does not reflect Telford and Wrekin's policy to:

  1. Provide all equipment and minor adaptations on a non-chargeable loan basis; and
  2. Provide all carers services on a non-chargeable basis.

National organisations

Sometimes it is helpful to contact a well known national organisation with a dedicated information and advice service or help-line. Click here 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. Click here for a wider range of useful national contacts for adult Care and Support.

If you feel the person for whom the information and advice is intended will need additional support to understand it then the Local Authority may be able to facilitate access to an independent advocate. However, there is no duty upon the Local Authority to do so and any decisions will be made on the available evidence and presenting circumstances. To discuss this further please contact us.

Prevention Services

Prevention services are those services that delay, reduce or prevent the development of Care and Support needs.

Some prevention services are provided by the Local Authority and some are provided by the community or partner organisations, such as health. Prevention services provided by the community or partner organisations can routinely be accessed without Local Authority involvement so it can often be worth exploring these before contacting the Local Authority.

You can find out about local prevention services from Live Well Telford and My Choice (see previous section for contact details).

If you make a referral Family Connect will need to establish what prevention services have been accessed or explored already and which prevention services may be beneficial in order to fulfil its legal responsibilities around prevention.

3. What makes a Good Referral

Knowing what information to provide in a referral

Under the Care Act an assessment begins as soon as the Local Authority receives information relating to the person. How the assessment progresses will very much depend on the quality and comprehensiveness of the information provided at the referral stage.  As such, it is important that the person making the referral provides the right information in the right way, so that:

  1. The service can determine the best course of action following referral; and
  2. The person does not have to unnecessarily repeat what they have said should their assessment progress into a more prolonged intervention.

When making a referral by telephone or in writing, please ensure that you have the following information available/included:

  1. All personal details, including the persons 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 themselves);
  3. When and how the person 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 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) and what action they may recommend;
  7. What options have been considered with the person to resolve the issue so far, including what support the person 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 that need to be considered so they can understand and be involved in any adult Care and Support process;
  11. Whether the person 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 services (whether the Local Authority is providing them or not);
  13. With the person'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 or referrer (if the referrer is not the person).

Missing information: Written referrals

If any of the above information is missing without a valid reason the referral may be returned to the referrer for additional information to support the outcome decision.

Missing information: Telephone referrals

If any of the above information is not available when the referral is being made the referrer may be asked to make further contact to provide the additional information required.

Telford Adult Social Care Procedures