- All requests will be screened within 24 hours with all relevant information reviewed to inform the allocation decision.
- Cases will be prioritised based on the presenting risks and known or anticipated complexity of the casework required.
- Cases will be allocated with a consideration of the skills, experience and qualification of the practitioner needed to address the presenting situation.
- People not immediately allocated will be written to advising them their referral is being monitored and will be allocated as soon as possible.
December 2018: This chapter was revised as a result of local review. In particular, Section 3, Pending Allocation: Pre-Allocation letter and Section 4, Pre-Assessment Information and Advice are new.
1. Case Screening
Lead Practitioners are responsible for ensuring that all requests for assessment or review are screened and that decisions are taken on the required response.
Lead Practitioners should ensure that there is oversight of the team work box each working day.
Urgent requests requiring an immediate response and screening decision should be highlighted. Additional notification of urgent cases to be assigned may be emailed or phoned through to the receiving Lead Practitioner by the person sending the task.
All requests should be screened within 24 hours of being received. Where there is insufficient information on which to base an allocation decision, further information should be sought by the Lead Practitioner, supported by their team. Where insufficient information is due to the quality of information gathering at the point of contact, the case should be passed back to the originating practitioner to remedy this, where it is possible and safe to do so.
1.1 Understanding the case is essential for effective screening and allocation
It is vital that lead practitioners have sufficient information and understanding of any presenting issues to effectively screen and allocate a case. The information required will always be proportionate to the presenting situation and concerns.
Any cases where there are safeguarding concerns or an immediate risk of harm should trigger additional information gathering. In such cases where our involvement pre-dates electronic record keeping, historic files should be retrieved from storage and reviewed. Retrieving historic records should not delay allocation; however, any relevant information sought should inform whether any further action or alternative allocation is required.
Cases involving significant risk issues should continue to be marked using the warnings available in the Adult Care recording system (see Identifying, Recording and Reviewing Warnings chapter).
Case allocation and management oversight of case work should be undertaken with reference to the following allocation guidance.
2. Case Allocation
All case allocation decisions should be made by the Lead Practitioner using the management information and workload monitoring functions available in the Adult Care recording system together with their professional judgement to identify the most appropriate team member to allocate to. The allocation decision should be made with consideration of:
- screening and review of the information available in the customer’s records;
- a judgement of the presenting risk issues, known or anticipated complexity of the casework required;
- the skills, experience and qualification of the practitioner needed to address the presenting situation; and
- the urgency of the case and the capacity and work load of the allocated practitioner.
Lead Practitioners should maintain a good understanding of capacity within the team and ensure, wherever possible, that allocations are discussed with practitioners.
3. Pending Allocation: Pre-Allocation letter
In all cases where screening and additional information gathering has determined that a practitioner is required to visit, but it is not possible to make an allocation within 48hrs of that decision, customers should be sent the “Adult Care pre-allocation letter” available within the Adult Correspondence – General work step from the Start menu in Mosaic.
This step is intended to notify Business Support to send out a letter on the team’s behalf.
This letter is a mandatory element of adult care procedure intended to:
- acknowledge that the request has been received and screened;
- advise that we will allocate a worker as soon as possible;
- provide assurance that cases awaiting allocation are being monitored;
- advising the customer or their representative to contact the relevant team directly (rather than CSC) should there be any change in need or urgency of their situation.
This step can be used at any time and can be left open to allow the allocated practitioner to use the step if further information and advice is required to be sent out. The correspondence step will need to be completed when the case involvement ends.
4. Pre-Assessment Information and Advice
The Adult pre-allocation letter is also intended to provide information and advice to customers waiting for an assessment about the assessment process, aid in their preparation for that and consider how they would like to have their assessment undertaken.
Practitioners using this step can request that business support include relevant fact sheets about the assessment process and a supported self-assessment form which will enable customers to start the process of making notes for their assessment or enable them to submit an assessment for supported self-assessment.
See Strengths Based Assessment chapter for more information.