1 The Family Information Service Nathan Odom

2 1.Provide accurate information, advice & assistance to families and practitioners on the range of services & information available to families aged 0-19 years 2. Identify gaps in information provision 3. To work with partners across the Children’s Trust to develop the integrated information provision The Role of the FIS- Summary

3 The vision for the FIS Resource hub for families & practitioners Information is current, accurate and needed Practitioners are supported in providing information, advice & assistance To work in partnership with existing departments, the voluntary and statutory sectors to achieve seamless access, for people in Leicestershire, to information that supports families and children.’ Informed Families Informed Choices’

4 The FIS Helpline Provides IAA to families and practitioners on a range of issues; School complaints Childcare Family support Leisure activities Disabilities Aims to resolve 80% of enquiries at the first point of contact Quick escalation to ‘other services’ Works closely with Childrens Social Care Analyse customer data to continually improve the service & information provided

5 Utilising the LCC Website An essential tool for customers to self service Information has to be what the customer wants, in a way that they can understand, providing them with additional complementary services FIS is working with ‘subject matter experts’ to develop information that customers need. This is done by using our customer stats & feedback process Aim is to have consistent, accurate information that all (families, LCC staff, practitioners etc) can understand

6 Partnership working Supporting locality based practitioners in accessing & providing accurate IAA to families Understanding customer’s information needs/journeys in accessing information Identify gaps in service & information provision Two way communication between partners Streamlining & avoiding the duplication of information

7 A ‘think family’ approach encourages all local services to adopt the following basic principles: No wrong door – contact with any service offers an open door into a system of joined-up support Look at the whole family – services working with both adults and children take into account family circumstances and responsibilities Provide support tailored to need – tailored and family-centred packages of support are offered to all families at risk, Sources- Cabinet Office Think Family Agenda

8 Families & practitioners have access to more appropriate information & advice from one source Increase communication between localities and the FIS Information is accessible as and where families want to access it Avoid / reduce duplication of information across the Children’s Trust Benefits for All

9 Thank you & Questions…