Ray Harding – Chair, Norfolk IHAT Strategy Group Martin Sands – Norfolk IHAT Coordinator INNOVATION TO IMPROVE WELLBEING INTEGRATING SERVICES IN TWO TIER AREAS

NORFOLK – PRESENTING PROBLEM 7 Districts and Norfolk County Council Very slow process for the customer Multiple visits Complex to manage and deliver Two waiting lists (one District, one County)

STEP BY STEP 1.Customer contacts County Council or District 2.Occupational Therapist (OT) visit arranged – assess the person and their needs 3.DOT 2 form completed and passed to District Council. 4.Details entered onto County ‘Care First’ system (3 hours) 5.Client Officer (CO) from District visits, complete paperwork for DFG – if eligible pass to Technical Officer (TO)

STEP BY STEP Continued 6.TO visits – draws up scheme of work based on OT assessment – frequently however reverted to OT 7.Quotes requested from Contractors by TO 8.Quotes received, case notes passed for approval to manager. 9.Approval granted, works ordered, passed to CO 10.Progress monitored by CO 11.Passed to TO for inspection on completion 12.Invoice received and paid. Resulting in multiple visits, handoffs and delays in delivery

OT and AP (Assistant Practitioner) from County Housing Teams (CO’s and TO’s) Discretionary grants introduced for lower cost cases (up to £7,000) INTEGRATION PROJECT – PHASE 1 CO-LOCATION

BENEFITS Improved understanding Cases discussed as soon as OT or TO visits Commenced joint visits Some improvement in time taken from start to finish Means test no longer required for all cases

REMAINING ISSUES Process still slow Two separate IT systems to input data into Same number of officers visiting Co-located but not integrated

INTEGRATED HOUSING ADOPTION TEAMS – PHASE 2 Competency framework devised for OT’s, CO’s, AP’s Training and competency assessments for all Comprehensive, common (across all districts) reporting tool introduced ‘Locality’ waiting lists transferred to IHAT’s Visit from one officer to deal with assessment of need, customer paperwork, technical scheme of work Introduced ‘prevention assessments’ (cut down version of Care Act assessment) - reducing data input time from hours to minutes Framework contract piloted in West Norfolk for works

BENEFITS Reduced number of visits for all non complex cases OT’s freed to focus on the most complex cases Ability to analyse and address blockages in the system Faster process and/or handle more cases with the same resource Better services for the customer, single point of contact from start to finish

NEXT STEPS Target 140 day end to end turnaround Single Case Officer from start to finish in all but most complex cases Two visits only Increased flexibility in the use of DFG funding Review of technology – IT system that communicates, mobile working etc. UEA evidence base for outcomes More proactive/less reactive service