Agenda item

Presentation by Project Manager, Environment and Infrastructure and Customer Services Manager.

With reference to paragraph 5 of the Minute of 22 September 2-016, the Chairman welcomed to the meeting Mr Les Grant, Customer Services Manager; Mr Graeme Dobson, Project Manager; Ms Claire Tracy, Lead Officer Customer Services; and Ms Jane Robertson, Development Manager (Adult Services).  The officers were in attendance to give a presentation to Scrutiny Committee on the Social Work Duty Hub, Customer Services Project.

Mr Grant began the presentation by advising that the Social Work Duty Hub had been in operation since 2006.  Since inception, several attempts had been made to measure and quantify the impact of the Hub.  Evidence suggested that the Hub had provided a limited positive impact on the quality, efficiency and effectiveness of the Social Work Duty Service in the Borders. Mr Grant explained that the overall volume of telephone calls which went un-answered, had regularly been more than 25%, which was unacceptable.  Staffing levels also meant that it was often difficult to handle calls out-with normal working hours.  In view of the nature of the work, a cautious approach had been taken in terms of applying changes.  The decision to evaluate the transfer of the management of Social Work calls and core duty business processes from the Duty Hub to Customer Services was finally taken in late 2012.  Various options had been considered, with the preferred model - introduced in June 2014 - providing a centralised Customer Service Unit, offering a single point of contact for all customers.  This model enabled Customer Services to provide information, answer questions and signpost services.  The model also delivered an interface to the parallel locality duty system for the transfer of customer core information, referral, screening and immediate social work intervention.  By changing the model and utilising Customer Services for the day to day management of incoming calls, Social Work could target resources more effectively and efficiently.

Mr Grant further advised that all Social Work calls were transferred to a core group of Customer Services Advisors, trained to effectively manage Social Work enquiries.  Evidence from August 2013 to August 2016 showed a clear improvement in response to calls and a reduction in call abandonment rates.  When a call was received via 0300 100 1800 it was either resolved at point of contact, referred to Social Work Locality or the caller was signposted to appropriate information or third party services.  Mr Grant went on to advise that ongoing work included: reviewing Social Work webpages to ensure information was more customer focused; establishing reporting requirements to provide Social Work with statistics about their service; and, the development of Customer Relationship Management (CRM) scripting.  A post implementation plan was also being developed which included: working with Social Work on the Community Led Conversation programme; ongoing involvement in the Framework System Users Groups; Online self-referrals and referrals direct to Border Care and Repair for minor equipment enquiries.  Mr Grant concluded the presentation by advising that, going forward, training would be delivered to every Customer Service Advisor, to ensure a greater pool of trained staff was available.

The Chairman thanked officers for the concise and informative presentation.  Discussion followed and Members raised a number of questions.  Mr Grant explained that Customer Satisfaction Surveys had an extremely low response rate and trying to engage with customers for their views on the service was difficult.  However, usage rate for the service was fairly consistent.  More calls were now answered on the first point of contact and abandonment rates had reduced.  With regard to Customer Services taking on additional services, Mr Grant advised that any additional work streams would have to be resourced and therefore they would need to ensure that staff were fully trained and had the capacity to meet any additional demands.  Mr Dobson added that there were discussions ongoing regarding the provision of signposting for Border Care & Repair, key safes, etc.  Currently, these enquiries were referred to Social Work.  Customer Services Advisors were in the process of being trained to identify such calls and refer enquiries direct to SB Cares.   The sharing of the model with other authorities was discussed.  Mr Grant advised that they continued to engage with colleagues in other areas to adapt and improve the model, with the support of Social Work.  Ms Robertson added that from a Social Work perspective, the model had streamlined and reduced delays for customers and would continue to be developed going forward in terms of integration and partnership.  Across the 32 partnerships across Scotland, 50% had chosen a similar model.  The other 50% had increased resources within their Social Work departments.  With regard to interaction with social media, they could respond to twitter feeds, Facebook enquiries, email enquiries, etc.  The website was also being developed to incorporate links to referral websites e.g. Citizens’ Advice Bureau. 

In answer to a question regarding how calls were supervised when transferred from the initial point of contact, Ms Tracy advised that a new referral and screening form had been developed for Customer Service Advisors.  Enhanced training had also been given in adult protection and social care awareness.  As Customer Service Advisors developed their knowledge, they would be able to make an initial assessment to either resolve the call at point of contact, or refer the caller to Social Work.   Mr Grant added that although Customer Services were dealing with adult services, staff had received training on child protection issues and were aware of the referral process.   Regarding monitoring of the service, Ms Tracy advised that an external inspection of adult services was imminent and this would include the quality of customer experience.  Call handling rates were also reported to Corporate Management Team (CMT) and the Executive Committee as part of performance monitoring and were challenged if required. The Chairman thanked the officers for the information provided and the helpful way in which questions were answered.

DECISION

NOTED the presentation, which would be issued to Members for information.