Sandwell Council ASSIST Tracy Hubball Customer Service Improvement Manager Our customer journey

Sandwell Council ASSIST Sandwell ASSIST opened in September 2010 following a restructure of Adult Services. Sandwell ASSIST is a single point access for Adult Services Within the single point access we combined the six locality Adult Teams from the six towns, Home Loans appointment booking system, Blue Badge service and included new support for STAY, Community Alarms, STAR and Fast Response to facilitate the single point of access approach. We are open from 8:00am – 8:00pm Monday-Friday There is a team of 20 Customer Service Advisors and Contact Centre Support Officers who respond to all referrals and contacts we receive. You can contact us by: –Telephone – –Fax – – – or our secure address is –By post – Sandwell Council ASSIST, PO Box 15825, Oldbury, B69 9EL

Sandwell Council ASSIST How can we help? Self Directed Assessments over the phone Advice and signposting Equipment and Adaptations Vulnerable Adults Safeguarding STAY telecare referrals Local Welfare Provision, advice and Signposting and application completion over the phone for those who need to apply Administration and Assessment for European Blue Badge scheme Case update and message taking for Allocated workers who are out of the office Community Alarms Referrals to Sensory Services DoLs, Deprivation of Liberty Requests and messages for Sandwell’s Appointeeship Unit Extra Care Fast Response and STAR

Initial Screening Introductions: Good afternoon, Thank you for calling Sandwell Council Assist. You are speaking with Jennie, can I take your name please? The Customer Services Advisor will always : Ask for the persons name, full address including Postcode and DOB to check swift and obtain any existing information through the Swift Viewer Assess the urgency and nature of the call Gather sufficient basic information for the recording of our minimum data set

Sandwell Council ASSIST What can I expect when I call Sandwell ASSIST? Our line has an IVR The line will answer with a greeting thanking you for your call You will then hear four options –Press 1 If you know the name of the person you calling to speak to today –Press 2 Blue Badges –Press 3 Home Loans –Press 4 for any other type of call

Information Point

Any Questions?