This chapter was last reviewed and/or updated April 2021.

1. Accessing Services through Brokerage

This chapter gives a brief outline of community support services.

The Brokerage Team is responsible for arranging community support for older people and people with physical disabilities across the whole of Lincolnshire. Brokerage works closely with other Adult Care teams to ensure that service deficiencies or unavailability informs future commissioning and contracting activity.

1.1 Brokerage procedure

  • If directly provided support has been decided on by the customer and practitioner, the Care and Support Plan and Brokerage Request Form should be completed on the customer record. The personal outcomes on the Care and Support Plan should reflect the support required.
  • It is important that the details of the service provision as entered onto the customer record regarding the frequency and time of calls are correct. Incorrect information will impact on the contribution the customer will pay and the payment made to the provider.

2. Brokerage Procedure – when Direct Payments Break Down

  • Where a customer receives their personal budget as a Direct Payment and their arrangements break down, the Brokerage Team can be contacted directly by the customer or practitioner for support in identifying a care agency.
  • Where the Brokerage Team determine that there has been a change in need or if the person’s budget is insufficient to purchase alternative support through a care agency, the fieldwork team will be contacted for support.

Further information on the Brokerage procedure can be found in the Direct Payments Flowchart.

3. Time Banding Pilot

Homecare packages will not be brokered according to a specific time. This system is intended to allow greater flexibility for providers to pick up care packages.

3.1 If service users need a specific call time

There are reasons why a service user may require a call at a specific time and we must ensure that, where there is a specific need, we continue to meet these requirements. However there may be cases where a specific time is only requested because it is an expectation rather than a need; this should be avoided.

4. Maximising Independence

Maximising Independence seeks to promote independence and reduce the reliance on long-term support services. The Maximising Independence Team work with: vulnerable adults, adults with learning disabilities, and autistic adults, in various care settings and the community. They do this by enabling customers to reach their full potential by maximizing their independence and quality of life, and assist practitioners to make informed decisions about support needs. Types of referrals include: assessment of life skills, development of life skills, community inclusion, and observation and evidence gathering. Referrals to Maximising Independence workers are made via the customer’s record. The referral guides can be found in the Mosaic Guides and Workflow Maps.

5. Key Safes: Ensuring Access to Customers’ Homes

Key safes can be a vital aid to people receiving support in their own homes. They are secure units for household keys enabling trusted people e.g. carers to enter the property where the householder has difficulty getting to the door to let them in. Effective communication of key safe numbers, particularly at the start of a support package, is important. Key safe combinations are extremely sensitive pieces of customer information and should be recorded with extreme care.

6. Death of a Customer with Brokered Services

In the event of the death of a customer it is important that Practitioners should ensure the Brokerage Team is notified as soon as possible via a Brokerage Request Form that the customer has passed away, so they know to close brokered services.