Since the publication of the Proportionate Assessment approach by the Chief Social Worker, focus has been squarely on how councils can engage with people in receipt of care packages to understand their experience and make informed decisions as to how to progress their reviews.

In direct response to the guidance, we are working with councils and using automated telephony to contact people prior to both their 6-week and annual reviews, to ask a set of key questions. This information is then available to both inform their review and underpin an evidenced proportionate review process.

Contact&Connect: Annual Review engages with service users en masse and collects real time responses in terms of care experience, as well as changing care and support needs. Based on this evidence councils are then able to clearly identify those people who need a full social worker led annual review and those that can be driven to a more proportionate approach – whether that is using unqualified workers with oversight, online assessment products or trusted partner models.

With the ability to automatically signpost people to information and advice, the call response data also shows the overlap of different core issues, from not being supported and heard to issues of social isolation and being safe and able. Key benefits include being more proactive and responsive in terms of supporting people in receipt of care, being able to identify and prioritise those in most need, as well as significant financial savings.