Citizen Advisors - Turning Point

Turning Point Connected Care Report 15
build the reputation and awareness of the service through an ongoing
communication strategy.
Since the inception of the navigator model in Hartlepool, the role has developed
from one centred on providing signposting and advocacy to one which involves
the provision of assessment. Navigators also have access to an Emergency
Fund to help people with immediate financial problems and to help people with
paying bills. This makes their role more complex than the basic advocate role.
The Connected Care navigators have become a service that is provided by local
people, rather than professionals, but is quasi-professional in terms of offering
assessments. There is also scope for the role to emerge further through the
introduction of navigators providing a brokerage service for people on individual
budgets.
Furthermore, given the particular needs of the people in Owton, much of the
navigators work has been centred on debt, employment advice and practical
problems which can be solved through the services of a handyperson. The
project has recognised that giving help and advice around debt problems can
provide a route into supporting people’s broader health and well-being. Indeed,
rather than focusing on health and social care, the service operates at the
interface between primary care and the community by providing low level
interventions and connecting people to community services and local networks,
thus removing the burden on primary care and social services.
Summary of the model:
The model in Hartlepool is a community led social enterprise which helps
people to access the services they need. The remit of the social enterprise was
developed in consultation with the local community.
Navigators have different lead responsibilities – campaigning, casework and
low level service development for the social enterprise.
Navigators should have a formal qualification to NVQ level in a relevant field
including health, social care, or community development and research.
Of equal importance is having experience of being active in the community
and an understanding of local issues and local services. Indeed, a commitment
was made that at least one care navigator would be a local resident of Owton,
whilst the others were residents of the wider Hartlepool area.
An important element in the success of the project has been the fact that the
navigators are trusted members of the community, rather than viewed with
suspicion as Council or PCT staff.
The navigators are funded by the PCT and Local Authority from the Health
Trainers budget. However, they have a significantly different role from health
trainers as their primary role is to help people access a range of services.
The navigators in Hartlepool are flexible and responsive to the needs of the
individual that they are aiding.
The navigators are a low cost model and evaluations of the service have
demonstrated the cost benefits of the service and the positive impact in reducing
demand on existing statutory services.