Sue Terry Housing Learning & Improvement Network Department of Health

Why FirstStop? An idea whose time had come! 2005 OFT Report on Care Home Market– single source of information and advice needed Responding to challenges in Lifetime Homes Lifetime Neighbourhoods – comprehensive universal ‘housing options’ service Local needs and perceptions Challenges navigating care, support, housing options

What is FirstStop? A national organisation, with a public/private approach  Delivering a I&A service to older people, their families and carers  Partnership building with other local and national agencies  Evaluation, standards, training, branding

Early days FirstStop Consortium 4 specialist national organisations joining forces to deliver – EAC; Help The Aged; NHFA; Counsel & Care Experience, knowledge and expertise Housing, Care, Finance, Rights Big Lottery Funding DCLG funding

A service offering over four areas Most importantly a live web based CRM accessible by all the partners The customer only has to tell their story once

FirstStop 2010 EAC FirstStop Investment of £1m over 2 years from CLG, to 2011 Services contracted from specialist providers Partnerships with local agencies; Local Authorities; BME community organisations; voluntary sector Rigorous 2-year evaluation programme from University of Cambridge CCHPR Scope to increase housing, health & care links Enable choice, independence, aspiration- personalisation and prevention

First Stop Locals CLG Funded FirstStop ‘Exemplar Programme’: £500K pilot programme 2009 Posts supported in 9 Local Authority areas Contract with Care& Repair England to provide training & programme co-ordination First Stop Local Authority Partnerships: Joint funding FirstStop and the LA First 2 partnerships launched June 2010

FirstStop Local Programme LB Newham Sefton & West Lancashire Newcastle & Gateshead Yorkshire& Humber Worcestershire Nottinghamshire Somerset LB Kingston on Thames Oxfordshire Plus C&RE-training programme and co-ordination

Programme objectives Raise profile of FirstStop, encourage use Contribute to expansion of housing options & advice services Outcomes that make difference- evidence base Promote FS amongst professionals Develop a local strategic approach to I&A with LA Compile directory of local services Promote options to facilitate choice eg financial services

outcomes People empowered to make choices about their homes in later life Help reduce unplanned care home or hospital admissions Local HIA have increased knowledge of housing options Reduction in underoccupation cost savings

Positive reception Opportunity to test some markets Establish local presence Enthusiastic and innovative discussions Contribute to developing local services Link services- Social Care and Housing Role of voluntary and community sector Good outcomes for individuals

Spotlight on Kingston on Thames Partnership with Age Concern Kingston Voluntary sector lead and contribution locally Caseworker support and housing options training Strategic approach- member of Local Strategic Housing Board; Older Peoples Housing Board Influence on development of retirement and extra care housing Looking at classic ‘equity-rich, cash poor’ population- develop equity release and services to help meet aspirations Consultation with older people- awareness raising- individual choice

FirstStop Local Authority FirstStop Warwickshire FirstStop E Sussex Launched June 2010 bring together services, meet diverse targets Improved access and better outcomes for individuals save public money across services Models of service in response to local needs and priorities Services Directory Local Caseworkers Link to CRM or provide phone service only A learning process

Many partners, one service

Cambridge University CCHPR Evaluation Findings Briefing published March Final Report due 2011 Continual rise in customer volumes-73,200 customers against target 50,000 High customer satisfaction levels Technology provides a seamless service and ‘one stop shop’ generates business efficiencies saving time and money

Evaluation Findings Encourages early preparation-avoid crisis; maximise choice Successful ‘housing options’ training programme New national partners expand specialist advice New local partnership expand capacity in services to older people FirstStop can lower costs to the state Empowers older people to make appropriate choices

FirstStop Forward Building sustainability Continue to drive up customer volumes Improve customer feedback and shape services Evaluation Year 2 drilling down into data and VFM/costs to individuals FirstStop Local programmes - disseminate learning Develop partnerships with national and local organisations Add value-Housing LIN; Local Authorities; commercial organisations

Housing LIN and FirstStop Strategic partnerships-what both do well Enabling and facilitating role Gathering data, making business case Influence based on evidence-new options for retirement and later life National reach of LIN, backed by sound local presence Chance to influence change-range of partner s Both are cross-sector organisations Outcomes for individual-informed choice, control, meet aspirations

FirstStop Advice service Tel: John Galvin Tel: Sue Terry Daniel Pearson Tel: Materials, factsheets and guides Tel: