Adult Social Care
Practice Guide
What is the Welfare Rights Service? What is the Welfare Rights Service? The Welfare Rights (Adult Social Care) Team is made up of four full time advisors who support with: giving benefits advice helping with the claims process helping to challenge incorrect decisions and representing people durin…
Referrals Referrals Referrals should be made using the web form. Some referrals will be rejected if they do not meet our referral criteria. All referrals will be screened before acceptance, some may be refused and you will receive a notification. Please refer people that need benefits advice, but…
Benefits and Welfare Rights Useful resources for benefits advice and changes to benefits Updates on changes to benefits including Managed Migration of Universal Credit in 2024 and 2025, and where to get information and advice
Council Tax discretionary reductions Discretionary Council Tax discounts What is the Council Tax Discretionary Reduction Scheme? If a resident has outstanding Council Tax arrears it may be possible for them to apply for a Discretionary Council Tax Reduction . The application form is available on…
Energy efficiency services Energy efficiency services Camden Council provides a number of energy efficiency services to help residents with saving energy and reducing energy bills. Details of the services are below: Camden Well and Warm service The Well and Warm service provides free home energy…
DWP contact details and support in Camden DWP contact details and support in Camden For advice and information about new and existing benefits claims, the DWP (Department for Work and Pensions) are contactable between Monday and Friday, 9am to 5pm. Phone calls to the DWP are free of charge. DWP D…
Universal Credit Managed Migration Universal Credit Managed Migration Universal Credit (UC) is a benefit to help with living costs. It is paid monthly by Department for Work and Pensions (DWP). Visit the Gov.uk website for more information about Universal Credit. Download an Easy Read leaflet on…
Where people can get help for Universal Credit Managed Migration Where people can get help for Universal Credit Managed Migration The Department for Work and Pensions (DWP) Managed Migration of Universal Credit is one of the biggest changes to social security benefits in recent times. Challenges…
Money Matters Gambling is a public health issue with serious implications for individuals and communities in Camden. The borough has a high prevalence of gambling, and many residents are impacted either directly or indirectly.
Gambling Harm and Support Gambling Harm and Support The Local picture 92,600 Camden residents aged 18+ are estimated to have gambled in the past four weeks. 5,200 are at risk of gambling-related harm. 600 are already experiencing harm from gambling. 13,000 Camden residents are negatively affected…
Connecting people to support Bereavement relates to the experience of losing residents that we support. This section of the Adult Social Care Practice Guide provides information about bereavement and support process. More information about Bereavement can be located on the Camden Website .
Sadly people in our communities may lose a member of their family or someone they care about. Information about how to register a death is available on the Camden Council website including general guidelines for deaths registration which needs to be done within 5 days.
Adult Social Care saw an increase in deaths reported due to the pandemic. As a result of this, reflections have been made on how practitioners manage deaths of the people that they provide a support to and how services end once the person has died. There are important operational actions that nee…
Public Health Funerals There may be circumstances where a resident unfortunately passes away within the borough of Camden and does not have any next of kin, or family are unable to or are unwilling to pay for the funeral. In this instance under under S46 (Section 46) of the Public Health (Contro…
Assistive Technology, OT and Equipment Connecting people to support
AT, OT, and Equipment Careline: Helping you keep your independence Everything you need to know about the Careline service and how to utilise the amazing potential of assistive technology to promote independence and deliver effective prevention. For more information on Careline see the Camden Care…
Roles and responsibilities, FAQs, leaflets and case studies Roles and responsibilities, FAQs, leaflets and case studies An overview of roles and responsibilities of Careline and the referrer/practitioner: Further leaflets on assistive technology can be found below: Careline leaflet Careline Telec…
What is AT and Pre-referral Engagement What is AT and Pre-referral Engagement What is Assistive Technology The e-learning module for AT is available on the L&D hub. Pre-referral Engagement and Approval The following points should be considered before making a referral: Practitioners should establ…
Step 1: Referral Step 1: Referral In order to make a referral practitioners will first need to: identify an outcome for assistive technology have a conversation about what is available and the costs with the person with care and support needs (and/or their family/carer as appropriate) to agree su…
Step 2: Assessment and Installation Step 2: Assessment and Installation In most cases, when Careline attends a person's home to carry out an assessment for assistive technology, they will do the installation on the same day. At the assessment, Careline will: seek to understand the person, their h…
Step 3: Monitoring and Response and Cost Step 3: Monitoring and Response and Cost Once assistive technology is installed, Careline will monitor the alarms 24/7 (unless other arrangements have been put in place). If an alarm is triggered, Careline’s response will depend on what service the perso…
Step 4: Maintenance and Review Step 4: Maintenance and Review Careline will ensure that the assistive technology people have is maintained: Reactive maintenance will ensure that people get replacement equipment if there is a low battery or other issue. People will be asked to test their equipment…
Step 5: Change in Circumstances/Ending the Service Step 5: Change in Circumstances/Ending the Service To make changes or stop the Careline service, the person should telephone Careline. If this is not possible then a practitioner, carer or family member may contact Careline instead. Practitioners…
Completing the benefits section: reduce, avoid, prevent, none Completing the benefits section: reduce, avoid, prevent, none Assistive technology can have lots of benefits, including personalised solutions, greater choice and control, increased safety and independence, support for carers and bette…
Just Checking activity assessment tool Just Checking activity assessment tool Just Checking is a system that uses technology to monitor a person's activities at home to ensure they are safe. The system supports people to remain independent and live at home. It can be used for many purposes, such…
Zoom guides Zoom guides Camden Disability Action have developed guides for residents using Zoom. Downloading and signing up to Zoom Joining a Zoom meeting by ID and password Joining a Zoom meeting by email You can also find useful information for working with Deaf users on Zoom on the Deaf/Hard…
Oysta Devices – hospital discharge Oysta Devices – hospital discharge Oysta devices, provided by Careline, are for use within the hospital discharge pathway. The Oysta devices can be activated remotely by Careline, so no home installation is required. Therefore, they can be ready to use whilst a…
Guidance for Specialist and Community Equipment in Care Homes Guidance for Specialist and Community Equipment in Care Homes In addition to community equipment that is loaned from the Integrated Community Equipment Scheme (ICES), care homes have their own range of general equipment. Guidance has b…
AT, OT, and Equipment Quick guidance regarding Occupational Therapy for social care practitioners. Occupational therapy provides support to people whose health prevents them doing the activities that matter to them . An occupational therapist can identify strengths and difficulties you may have in…
Occupational Therapy is about supporting people with a wide range of conditions to manage daily activities and live independently; most commonly those who have difficulties due to a long-term physical health condition, mental health illness, or learning disability. Occupational therapists look at…
Occupational Therapy complete person-centred assessments which look at a person’s function, their ability to participate in every-day activities and how their environment impacts on this. Areas needing support are identified, and a plan is made to improve independence, drawing on a person’s own s…
There are different types of equipment, adaptations, and assistive technology that Occupational Therapy can provide to support people to live more independently at home and enable them to continue to access the local community. How Occupational Therapy may support people include: Provision of equ…
To request support from Occupational Therapy please contact Adult Social Care and speak with the Front Door Duty Team, below is the Front Door Duty team contact details and they can also provide more information on a referral: Telephone 020 7974 4444 (Front Door Duty Team), out of hours phone: 02…
The Care Act 2014 places a duty on local authorities to offer an assessment to any adult or carer with an appearance or need of support, involving any individual that the person being assessed identifies. An adult or carer may require support to be fully involved in the assessment and an advocate…
Careline Operations Manual
Careline Operations Manual Here you will find the different types of referrals and services Careline provide. For more information on Careline please visit their website here.
Gold Service Gold Service: Purpose This procedure describes the Gold Service where Careline monitor and respond to customers. Each customer must have agreed to: Provide Careline with a full set of keys and/ or fobs in order to access their property from street level. Careline assisting with getti…
Silver Service Silver Service: Purpose This procedure describes the Silver Service where Careline monitor and contacts respond. There must be at least three nominated contacts who have signed an agreement to assist in the event of an emergency. Each contact must have agreed to: Be contactable on…
Receiving customer information Receiving customer information Purpose This procedure describes the actions to be taken upon receipt of customer information from London Borough of Camden (LBC) Sheltered Housing Managers, Registered Social Landlords (RSLs) and other customer pathways. Responsibilit…
Establishing customer account Establishing customer account Purpose This procedure describes the actions to be taken to establish customer records and accounts. Responsibility All staff Process All dispersed customers of the service must be on MOSAIC so that the Council’s Finance department can r…
New customer referral New customer referral Purpose This procedure describes the actions to be taken upon receipt of new customer referrals from internal professionals (within the council), external professionals and the general public, including phone calls requesting a demonstration/installatio…
Updating the call out database Updating the call out database Purpose This procedure describes the actions to be taken to update the call out database. Responsibility All staff Process The call out database contains details of all visits that have been requested and those attended by the Response…
Record keeping (emergency visits) Record keeping (emergency visits) Purpose This procedure describes the actions to be taken by a Careline Officer to record details of emergency visits to customers. Responsibility All staff Process Details of all assigned mobilisations and emergency visits must…
Work prioritisation Work prioritisation Purpose This procedure describes the priority order to be given to work by Careline Officers. Responsibility All staff Process Staff should apply the following order of priority to work: All emergency call outs Silent call i.e. no response especially those…
Shift handover & Change of key responsibilities Shift handover & Change of key responsibilities Purpose This procedure describes the actions to be taken at shift handover. Responsibility All staff Process The outgoing shift should ensure that all information in respect of: Outstanding call outs.…
Customer Care administration procedure Customer Care administration procedure Purpose In order to improve the quality of life for those in Camden who are already using our service, Customer Care is vital. It is important to recognise that in dealing with the public we have a duty to behave in a m…
Email general use procedure Email general use procedure Purpose This procedure describes the actions to be taken when dealing with the variety of emails received into the Careline Admin Folder on outlook and on MOSAIC. Responsibility All staff Process Referral Forms Forms are checked to: Ensure t…
Telephone procedure Telephone Procedure Purpose This procedure outlines the level of service that staff should offer our customers (internal and external) when answering the phone. Responsibility All staff Process All phone calls to the Careline Control Centre office must be answered ideally with…
Preparing for a call out & key procedure Preparing for a call out & key procedure Purpose This procedure describes the actions to be taken by a Careline Officer responding to a request for an emergency visit to a customer’s home. Additionally it describes the procedure for using customer’s keys f…
Domestic Violence/Racial Harassment referrals Domestic Violence/Racial Harassment referrals Purpose This procedure describes the actions to be taken in the event of any known Domestic violence and /racial harassment referrals Responsible All Staff Process The Sheltered Estate Management Team and…