ADULT SOCIAL SERVICES - Barnsley Council Online

ADULT SOCIAL SERVICES
O U R C O M M I T M E N T T O Y O U
BARNSLEY
Metropolitan Borough Council
O U R C O M M I T M E N T T O Y O U

WHAT WE DO...
Adult Social Services provide advice,
assessments and support for people who
have social care needs to enable them to
live independently in their community.
If you or the person you care for has a
disability, a mental health problem, hearing
or sight loss or is older and having
difficulties managing with daily living tasks
it is important to contact Adult Social
Services to find out about the full range of
help available. You may be having
problems with getting out of bed, getting
dressed, going to the toilet, getting out and
about in your community and need advice
or support to remain independent and safe.
For those who are in need of the most help
we can arrange to carry out an assessment
to find out more about your circumstances.
An assessment is a discussion with you to
determine the kind of help and support that
you may need. You may wish to have
someone such as a family member or friend
with you at your assessment.
The assessment takes into account:
• Your health and safety
• How independent you are
• Your ability to manage daily living tasks
• The support you receive from other
people, family or friends who are
providing you with regular help with
daily living tasks (carers)
It is your right to ask for an assessment of
your needs. The assessment will also find
out if you qualify for help from Adult Social
Services in arranging and paying for your
care, based on your needs.
1
O U R C O M M I T M E N T T O Y O U

GETTING HELP FROM
ADULT SOCIAL SERVICES
The government provides Adult Social
Services departments with guidance to
decide who can receive help following their
assessment and to make sure that people
are treated fairly. This guidance is called
Fair Access to Care Services. It is applied to
everybody who has an assessment.
Social care, unlike health care is not free
to everyone. Services need to reach those
who are in most need.
The Fair Access to Care Services guidance
is made up of four bands, which are listed
below. A decision will be made by Adult
Social Services, based on the information
that you and others provide, about which
of these bands is the best fit for your
needs.
Critical – when
• life is, or will be, threatened; and/or
• significant health problems have
developed or will develop; and/or
• there is, or will be, little or no choice
and control over vital aspects of the
immediate environment; and/or
• serious abuse or neglect has occurred
or will occur; and/or
• there is, or will be, an inability to
carry out vital personal care or
domesticroutines; and/or
• vital involvement in work, education
or learning cannot or will not be
sustained; and/or
• vital social support systems and
relationships cannot or will not be
sustained; and/or
• vital family and other social roles and
responsibilities cannot or will not be
undertaken.
Substantial – when
• there is, or will be, only partial choice
and control over the immediate
environment; and/or
• abuse or neglect has occurred or will
occur; and/or
• there is, or will be, an inability to
carry out the majority of personal
care or domestic routines; and/or
• involvement in many aspects of work,
education or learning cannot or will
not be sustained; and/or
• the majority of social support systems
and relationships cannot or will not
be sustained; and/or
• the majority of family and other
social roles and responsibilities
cannot or will not be undertaken.
2
O U R C O M M I T M E N T T O Y O U

Moderate – when
• there is, or will be, an inability to
carry out several personal care or
domestic routines; and/or
• involvement in several aspects of
work, education or learning cannot or
will not be sustained; and/or
• several social support systems and
relationships cannot or will not be
sustained; and/or
• several family and other social roles
and responsibilities cannot or will not
be undertaken.
Low – when
• there is, or will be, an inability to
carry out one or two personal care or
domestic routines; and/or
• involvement in one or two aspects of
work, education or learning cannot or
will not be sustained; and/or
• one or two social support systems
and relationships cannot or will not
be sustained; and/or
• one or two family and other social
roles and responsibilities cannot or
will not be undertaken.
3
O U R C O M M I T M E N T T O Y O U

In Barnsley we offer the most help to people
whose needs are in the ‘critical’ or
‘substantial’ bands of the guidance. If you
qualify for support at this level you will have
the option of a personal budget from Adult
Social Services to arrange and manage your
own package of care and buy the services
that you need. You can manage your
personal budget yourself by receiving a
direct payment from the council to buy your
care and support services or you can have a
relative or friend do this on your behalf.
You will also have the option of having your
care and support arranged by Adult Social
Services if this is your preference. We will
provide you with information about a
personal budget at the time of your
assessment.
For those with ‘low’ or ‘moderate’ needs
there may still be some kind of support that
we can provide to prevent your situation
from getting any worse, for example:
• Telecare community alarms
• A piece of equipment or a minor
adaptation to your property
If you don’t qualify for help we can provide
you with a list of the many organisations
and services in the borough that offer help
to people to live as independently as
possible in their local community. You will
also be given information about how to get
back in touch with Adult Social Services if
your difficulties get any worse.
Here are some of the ways in which services
in your community may be able to help:
• You could have a volunteer to help take
you out or transport to take you to the
library, a class or club.
• You could visit a local leisure centre to
take part in activities aimed at people
who are older or have a disability.
• You could join local classes and groups,
for example those run by charities and
voluntary organisations.
Support for carers
If you are providing care for a relative or
friend on a regular basis because they need
some help with daily living tasks then you are
a ‘carer’. You can contact Adult Social
Services for information to help you in your
caring role and can ask for an assessment of
your needs as a carer. Carers are entitled to
an assessment in their own right,
independent of the person they are caring for.
4
O U R C O M M I T M E N T T O Y O U

THE COUNCIL’S CUSTOMER
CHARTER
The council’s Customer Charter gives
details of the standards that you can
expect when dealing with us and what
we expect in return.
Our promise to customers
Paying for Services
Adult Social Services will provide you with
information and advice regardless of your
financial circumstances and it is your right
to ask for an assessment no matter what
your ability is to pay for any care that you
may be entitled to.
If you qualify for help it is likely that you
will have to pay some money towards the
cost of your services, depending on your
financial situation. This will be worked out
with you as part of your assessment.
If you do not qualify for help because your
needs have been assessed as ‘low’ or
‘moderate’ or if you do not want to be
assessed you may want to make your own
arrangements with a private care provider.
Adult Social Services can provide you with
details of services, for example home care
agencies, that are registered with the Care
Quality Commission.
We shall:
• Respond to your enquiry promptly
and effectively.
• Treat you fairly, politely, and with
respect whilst recognising individual
needs.
• Tell you who we are and how we can
help you.
• Make our services easy to
understand and use.
• Listen to what you have to say
In return we ask that you:
• Treat our employees fairly, politely
and with respect.
• Be considerate to other customers.
• Tell us if your circumstances change
if this may affect our service to you –
for example, if you move house.
• Help us to improve our services by
telling us what you think of them.
5
O U R C O M M I T M E N T T O Y O U

The council’s standards for responding to
your enquiry
The following service standards apply to all
general council enquiries.
Electronic access including email and texts
All contacts will receive an acknowledgement of receipt within 24 hours. A full
response in most cases being given within 10 working days. Where this cannot be
achieved an explanation stating when a full response is expected will be sent within 5
working days.
Telephone response for all published numbers
The council’s target is to answer 80% of telephone calls within 20 seconds.
Letters and faxes
A full response in most cases will be provided within 10 days. Where this cannot be
achieved an explanation stating when a full response can be expected will be sent
within 5 days.
Our standards for Adult Social Services
If you approach us to ask about help we
will:
• Put you in touch with the right person,
or make contact with that person on
your behalf.
• Make sure that written information we
give you is accurate, easily
understandable and up to date.
• Have arrangements in place for people
whose first language is not English.
6
O U R C O M M I T M E N T T O Y O U

All adults receiving social care services can
expect the following:
• To be helped to remain independent,
reflecting your chosen lifestyle, belief
and culture wherever possible.
• If you are a carer, the right to an
assessment of your needs, separately to
the person you care for.
• To receive support and guidance if you
feel that you or somebody you know is
being abused in any way and to have
your concerns taken seriously.
• Services will work together to meet your
needs
• To have your personal information
treated in the strictest confidence and to
be given an explanation of when we
need to share information with people
involved in helping you.
• To be given the latest and most relevant
information to help you make the right
choices and be fully involved in
decisions made about the services you
receive.
• Information and qualification rules for
services to be clearly stated and applied
without discrimination.
• To be given advance details of any
charges you may be asked to pay.
• To be able to ask questions, receive
answers and to have your views heard.
• To be given information about using an
Individual Budget to meet your assessed
and eligible care needs.
7
• The right to ask for a second opinion of
your assessed needs and circumstances
if you feel dissatisfied with the first
response.
• To be entitled to representation by a
friend, carer, relative or advocate if
necessary for any aspect of your care
arrangements
• The right to complain if you are not
happy about any aspect of service. All
complaints are taken seriously and
considered as helpful to improving
services. You will be given a copy of the
Complaints Procedure. If you need help
to make a complaint, this can be
arranged.
• To have your views listened to and
support given to you to become
involved in planning future services, if
you wish to do so.
O U R C O M M I T M E N T T O Y O U

HOW YOU CAN HELP US...
We are committed to ensuring that Adult
Social Services are of the best quality. We
want to know when services are doing well,
or when something is wrong, so that we can
make sure future service developments are
more responsive to needs.
A key part of ensuring services maintain
high standards is to listen to what you have
to say, if you are happy with services we
would welcome your compliments or
comments. However, if you are unhappy
about the way you have been treated, or
feel that you have not been assessed fairly,
you have the right to complain and for this
to be looked into.
If you want to make a compliment, or have
a problem, with a service provided by Adult
Social Services you can ask for a copy of the
leaflet Compliments and Complaints
procedure for Adults Social Services from
any council building or contact the
Complaints Team on the telephone number
at the back of this booklet.
CONTACTING ADULT
SOCIAL SERVICES
You can write to, telephone or call in at your
nearest Adult Social Services Locality Team.
You can also call in person at any of the
Barnsley Council Connects Service Centres
and ask them to put you in touch with
somebody from Adult Social Services. If
you prefer, you can ask a relative or friend
to contact us on your behalf. If you are not
sure which team you need you can
telephone (01226) 775656. For further
information about adult social care services
visit our website www.barnsley.gov.uk
North East Team (Brierley, Athersley,
Lundwood)
Cudworth Primary Care Centre, Carlton
Street, Cudworth, Barnsley, S72 8SU
Telephone (01226) 775901
South West Team
Town Hall, Shrewsbury Road, Penistone,
Barnsley, S63 6DY
Telephone (01226) 774242
North West Team
Unit 7, Burleigh Court, Burleigh Street,
Barnsley, S70 1XY
Telephone (01226) 775480
8
O U R C O M M I T M E N T T O Y O U

Dearne Team (Goldthorpe, Thurnscoe)
Goldthorpe Primary Care Centre,
Goldthorpe Green, Goldthorpe,
Barnsley, S63 9EH
Telephone (01709) 886219
Central Team (Worsbrough, Birdwell)
Worsbrough Primary Care Centre
West Street, Worsbrough, Barnsley
S70 5DJ Telephone (01226) 648010
Hospital Team
Barnsley Hospital NHS Trust, Block 15
Gawber Road, Barnsley, S75 2EP.
Telephone (01226) 777083
Physical Disability Team
18-19 Keresforth Close, Off Broadway,
Barnsley, S70 6RS
Telephone (01226) 282025
Minicom (01226) 290043
Community Learning Disability Team
Birk House, Calder Crescent, Kendray,
Barnsley, S70 3JF
Telephone (01226) 775377
Emergency Duty Team
For emergencies outside of normal office
opening hours
Monday to Friday 5pm to 8:45am
Saturdays, Sundays and Bank Holidays 24
hour service. Telephone: 0844 984 1800
(low cost number)
Equipment and Adaptations
PO Box 679, Barnsley, S70 9JE
Telephone (01226) 775800
Enable Barnsley
An independent community equipment
advice and demonstration centre located
in Wellington House in Barnsley town
centre;
PO Box 679, Barnsley, S70 9JE
Telephone (01226) 787855
Central Call Unit
(Telecare Community Alarms)
Beevor Court 2, Pontefract Road, Barnsley,
S70 1JN Telephone (01226) 775671
Compliments & Complaints
The Complaints Team, PO Box 679,
Barnsley S70 9JE
Telephone (01226) 772433
9
O U R C O M M I T M E N T T O Y O U

BARNSLEY CONNECTS SERVICE CENTRES
Barnsley Connects provides access to information on all of Barnsley Council Services, and
participating partnering organisations for the public. You can call in person at a service centre
that is convenient to you during the opening hours of 9:00am to 5:00pm Monday to Friday.
Athersley
Units 5/6, The Laithes Shopping Centre, Laithes Lane, Barnsley, S71 3AD
Barnsley Town Centre
Civic Hall, Eldon Street, Barnsley, S70 2JL
Cudworth
The Cudworth Centre, Carlton Street, Cudworth, Barnsley, S72 8SU
Dearne
Dearne Service Centre, 8 -10 Barnsley Road, Goldthorpe, Rotherham, S63 9NF
Hoyland
Hoyland Town Hall, High Street, Hoyland, Barnsley, S74 9AD
Mapplewell
Mapplewell & Staincross Village Hall, Darton Lane, Barnsley, S75 6AL
Penistone
Penistone Town Hall, Shrewsbury Road, Penistone, Barnsley, S36 6DY
Royston
Royston Lifelong Learning Centre, The Grove, Station Road, Royston, Barnsley, S71 4EP
Wombwell
Town Hall, High Street, Wombwell, Barnsley, S73 0AW
Barnsley Connects operates a reception facility at a limited number of local Primary Care
Centres on behalf of NHS Barnsley to support access to local health services.
Cudworth Primary Care Centre
Carlton Street, Cudworth, Barnsley S72 8SU
Dearne Primary Care Centre
Goldthorpe Green, Goldthorpe, Rotherham, S63 9EH
Worsbrough Primary Care Centre
West Street, Worsbrough, Barnsley, S70 5NT
10
O U R C O M M I T M E N T T O Y O U

If you need help understanding this document
please contact us on 01226 775656
BARNSLEY
Metropolitan Borough Council
O U R C O M M I T M E N T T O Y O U