Citizen Advisors - Turning Point

Turning Point Connected Care Report 22
signposting to agencies, helping to fill in forms and attend appointments etc. The
two Link Workers access and engage clients at crisis points in the system such
as police stations, prison, A&E, the Anti-Social Behaviour team. The Link
Workers also have access to a devolved budget which can be used to overcome
barriers such as a deposit for accommodation, basic hygiene or clothing needs,
and access to vocational or education pathways.
In August 2009, there were 83 clients registered with the Link Worker Plus
scheme (Matrix, 2009). The external evaluation of the project reported that, in
contrast to some of the other ACE pilots, the Link Worker Plus scheme helped
clients take responsibility for accessing services themselves. Rather than
removing the barriers to services for the clients, the Link Workers help their
clients to understand services, and how to better engage with them, so that they
can access them unsupported. This ensures that once clients are fully
independent they can continue to access the appropriate services, and will not
fall through the gaps in the support system. The scheme has led to improved
health and well-being outcomes amongst clients, as well as an increase in the
receipt of benefits, as clients begin to understand how to access the support that
they are entitled to.
An additional element of the Link Worker Plus scheme is a system of community
volunteer mentoring. This is intended to extend the reach of the project and
build community cohesion. Once immediate needs have been met by the Link
Workers the clients are offered the support of a volunteer mentor who helps the
client with long term system navigation, practical tasks, form filling, and helping
them to become part of a local community.
This emphasis on helping to build social capital is similar to the LAC model.
However, immediate service related need and longer term building of social
capital are dealt with by two different workers in the Link Worker model.
Furthermore, the Link Worker model does not take the explicit neighbourhood
approach as in Local Area Coordination. Rather, credibility and trust is gained
because the Link Workers are experts in dealing with people complex needs
and through the community mentors who may have has similar experiences to
their clients.
Summary of the model:
Link Workers have access to a devolved budget.
In the Link Worker Plus model, clients are encouraged to take responsibility for
the support they receive and Link Workers guide them in the right direction,
rather than doing the work for them. This brings about a long term, sustainable
approach
The Link Worker Plus model uses a partnership approach to service delivery
Focused on people with complex needs and those at risk of re-offending
Community volunteer mentoring is a further aspect of the Link Worker Plus
model which is designed to promote community cohesion
The Link Workers are professionals who have had previous experience of
working with people with complex needs.