A Future Care Information and Advice Service

1
A Future Care Information and Advice
Service Helen Aynsley, Resolution Foundation
2
Agenda

• Background
• The five models
• Some considerations
• Discussion

3
Information Advice

• Background
• The current care market is very difficult to
  navigate
• People need information, advice and guidance on a
  range of issues, delivered via a range of
  channels
• Should be available at both a local and national
  level
• Area is too complex for a one stop shop, first
  stop model is preferable

4
Information Advice

• A future information advice service needs to
  consider the following
• ? Leadership
• ? Partnership
• ? Learning
• ? How to support existing provision?

5
Information Advice Models

• Model A The bare essentials
• Encourage existing national and local advice
  organisations to join a data sharing partnership
  using customer management software, with a
  national telephone line and web portal.
  Receptionists signpost callers to appropriate
  organisations.
• Model B Instant advice
• Same as A, but in addition train front line
  receptionists as generic care advisers.
  Receptionists seconded from and trained by
  partner orgs.
• Model C Face to face advice
• Model C1 Local accreditation
• Same as B, but in addition train and accredit
  staff in local partner organisations to provide
  face-to-face advice on behalf of the national
  brand.

6
Information Advice Models

• Model C2 Send out the staff
• Same as B, but in addition train staff from
  national hub to provide face to face advice.
  Co-locate in local partners offices to provide
  F2F advice
• Model D Local advice through Local Authorities
• Same as B, but in addition local advice partners
  deliver local and face to face advice for clients
  referred down. Local authorities provide local
  information and act as coordinating hubs for
  referrals to local advice partners in a
  standardised way.
• Model E All the bells and whistles
• Start from scratch create an entirely new
  advice organisation at national level with highly
  trained advice staff, and new local
  infrastructure with advice centres across the
  country.

7
Some considerations
D
E
Quality
C1
C2
B
A
Cost

• Also
• Balance between national and local
• Breadth of service
• Range of channels used

8
Thanks

• Helen Aynsley
• 020 7731 9145
• helen.aynsley_at_resolutionfoundation.org

9
Discussion

• Chair Madeleine Star, Carers UK
• What is the ideal balance between local and
  national provision?
• Whats the best way to incorporate the services
  provided by existing organisations?
• Where to go from here?