Adult Social Care
Practice Guide
Careline Operations Manual For more information on the Performance & Contracts please see below For more information please visit the Careline website
Personal Safety and Lone Working Guidance Personal Safety and Lone Working Guidance Purpose The nature of the service being provided by Careline requires some of the staff group to frequently work away from the office unaccompanied. This procedure is designed to minimise the risks to staff while…
Procedure for moving and handling customers Procedure for moving and handling customers Purpose Careline is committed to the Health, Safety and Welfare of its customers and employees. Moving and handling can be a high risk activity, therefore Careline will ensure wherever possible that best pract…
Procedure for infection control Procedure for infection control Purpose Camden Council as the employer has obligations to its staff under the Health and Safety at Work Act. In addition to this staff also have obligations under this Act to take care of their own health and safety and that of colle…
Occupational Road Risks Policy Occupational Road Risks Policy Purpose The Health and Safety at Work Act 1974 requires Camden Council as the employer to take appropriate steps in managing the risks to employees who drive or ride at and for work. Responsibility All staff Process Due to the aspects…
Health and Safety Health and Safety Purpose The Health and Safety at Work Act 1974 requires Camden Council as the employer to take appropriate steps in managing the risks to employees who drive or ride at and for work. Responsibility All staff Process The Camden Health and Safety Policy is publis…
Safeguarding Adults and Children Safeguarding Adults and Children Purpose The Careline service works with customers, their carers and our partners to ensure that all vulnerable adults and children are afforded the right to be treated with dignity and respect and are protected from risk and abuse.…
ASC Privacy Notice ASC Privacy Notice Careline are required by the General Data Protection Regulation (GDPR) to ensure that we protect the personal data and privacy of EU citizens for transactions that occur within EU member states. These aforementioned citizens work with Careline in the form of…
Monitoring and Call Handling KPIs Monitoring and Call Handling KPIs Purpose The Monitoring and Call handling is an integral part of the Careline service. For many service users and carers, the Contact Centre provides the lifeline to help and support, often on life-threatening situations. This pro…
Monitoring of the Fire Detection Equipment Guidance and KPIs Monitoring of the Fire Detection Equipment Guidance and KPIs Purpose This section describes the monitoring of fire equipment guidance and key performance indicators, for where fire presents a risk in a service user’s home. The Regulator…
Assessment of and Installation KPIs Assessment of and Installation KPIs Purpose This procedure sets out the actions required to ensure that the installation of any equipment will minimise and manage daily risks whilst improving the quality of day to day living. The installation of equipment is an…
Response Service KPIs Response Service KPIs Purpose This procedure sets out the actions required to ensure that the provision of a physical response to support people in their own homes is met. The responder must responded quickly and appropriately when a service user needs help and an alert has…
Careline Operations Manual
Careline Communication To download this document please click here. To download this document please click here.
Installation Information for all things install
Pill dispenser incidents & medications Pill dispenser incidents & medications Purpose This procedure describes the actions to be taken by staff called to premises following notification from a pill dispenser of failure to take medication. Responsibility All staff Process When assessing the call,…
Response Response Manuals
Chaperoning contractors on schemes Chaperoning contractors on schemes Purpose This procedure describes the actions to be taken by a Careline Officer when receiving a request to provide access to / accompany / lock up after a contractor at a sheltered housing scheme. Responsibility All staff Proce…
Gas - Response Gas (CH4) incident Purpose This procedure describes the actions to be taken by staff called to a premises following the activation of a gas alarm for natural gas (CH4), butane (C3H10) or propane (C3H8) or where there are other grounds to believe that fuel gases might be involved. R…
Low temperature response Low temperature incidents Purpose This procedure describes the actions to be taken by staff called to a premises following the activation of a low temperature sensor. Responsibility Response Officers Process The concern in these circumstances is that the customer might be…
Telephone line disconnection response Telephone line disconnection alerts Purpose This procedure describes the actions to be taken by a Careline Officer in response to the disconnection of an alarm unit from its telephone line. Responsibility All staff Process Alarm units are designed to signal t…
Faulty units and low battery response Faulty units and low battery alerts Purpose This procedure describes the actions to be taken by a Careline Officer in response to faulty units and low battery alerts. Responsibility All Staff Process Faulty Units To maintain service delivery alarm units must…
Call Handling
Smoke detector calls Smoke detector incidents Purpose This procedure describes the actions to be taken by staff called to attend premises following activation of a smoke detector. Responsibility All staff Process The control room will respond to smoke detectors by immediately calling the London F…
Connecting people to support Information about the new substance misuse support service in Camden, Change Grow Live. From Monday 3rd April 2023 Change Grow Live Camden will continue to work across the borough and will be the single point of contact for any adult seeking support with their drug or…
Change Grow Live supports adults seeking support with their alcohol and drug use. The service provides: Advice on keeping safe Emotional support and counselling Group work Online courses Medically assisted treatment Access to different detox and rehab options Peer support Recovery support, includ…
Change Grow Live's new main service hub opens on Monday April 3 rd 2023 in Camden Town and will replace a number of existing premises in Camden. This includes The Margarete Centre, Daleham Gardens, 184 Royal College Street and Early Mews which have all closed on Friday 31st March. From Monday 3 r…
Support in wider community Connecting People to support Information about community support. For an overview of community resources in Camden, you can also see these training slides .
Seasonal Support Information for practitioners on supporting people over both hotter and colder months. During both hotter and colder times of year it can be challenging for people to keep healthy, active, and socially connected. When meeting with residents and having conversations about what matt…
Keeping warm over winter Keeping warm over winter Warm Spaces To help people keep warm over winter, ‘warm welcome’ spaces have opened throughout Camden. Spaces include libraries, leisure centres and community centres. The spaces offer places to relax, socialise with others and access further supp…
Keeping socially connected over winter Keeping socially connected over winter Colder temperatures and shorter days can make it harder to maintain social connections. However, there are numerous organisations which help to reduce loneliness in Camden. They can be found here with their opening hour…
Support during summer Support during summer Although the summer months are often an easier time for people to stay well and connected, hotter weather can pose challenges for many people, such as people over 65, children and babies, people with certain health conditions or those who live alone. Th…
Millman Street Community Centre Millman Street Community Centre Millman Street provides an integrated programme of care & key working for vulnerable older people (over 55’s) in South Camden with and without support needs, either self-funders or those on personal budgets. It operates a range of re…
Social Prescribing Information about Social Prescribing in Camden In Camden, the social prescribing service is delivered by a partnership of organisations (Age UK Camden, Voluntary Action Camden, and the Council’s Wish Plus referral hub)
What is Social Prescribing? What is social prescribing? Social prescribing is an approach that aims to support people to find ways to improve and take control of their health and wellbeing, by connecting them into non-clinical support or groups in their community or local area so that they may ma…
Social prescribing in Camden In Camden, the social prescribing service is delivered by a partnership of organisations (Age UK Camden, Voluntary Action Camden, and the Council’s Wish Plus referral hub) that provides a single point of access to assess, triage, advise and support residents that are…
Who may benefit from social prescribing support Social prescribing may support adults of all ages including those that: have one or more long term conditions need support with low level mental health issues are lonely or isolated have complex social needs which affect their wellbeing
Referrals to Care navigation and social prescribing service Referrals to Care navigation and social prescribing service The service operates on an ‘open’ social prescribing model that enables referrals to be received from all health and care services, as well as referrals from residents themselve…
Examples of support connected to The social prescribing service in Camden connects residents to a wide range of voluntary and community organisations. Below are just some examples of destinations that residents are referral to: Bereavement services Debt and finance services Dementia services Educ…
Further information Further information about Camden's Care Navigation and Social Prescribing Service can be found at: Voluntary Action Camden’s Social Prescribing Guide for Residents, https://vac.org.uk/guides-and-resources/social-prescribing/ Voluntary Action Camden’s webpage on Camden’s Care N…
WISH Plus Information and advice regarding the WISH Plus service. The WISH Plus referral hub is a way for Camden residents to get access to a range of warmth, income, safety and health services (WISH).
What is WISH Plus? The WISH Plus referral hub enables residents to gain access to support with: Warmth Income Safety Health services (WISH) Depending on the person's circumstances, they may be connected to further services and support after being referred to WISH Plus, such as: Home safety and fi…
How to make a referral to WISH Plus To refer someone to WISH Plus you do not necessarily need to be aware of all of the services available but you will need to have an understanding of person you are referring and that they might need support to improve their health and wellbeing. WISH Plus puts…
Camden Advice Network Information regarding the Camden Advice Network. The Camden Advice Network (CAN) delivers high-quality advice services that are proactive, flexible, and rooted in the community, focusing on the diverse and complex needs of Camden residents.
What is the Camden Advice Network? CAN is delivered through a network of 12 specialist organisations, each bringing deep expertise in supporting specific communities and needs across Camden: Citizens Advice Camden provides free and confidential advice including work, housing, money and debt. Age…
What support is available? Camden Advice Network can provide support to residents in the following areas: Debt and money Housing repairs Housing general Welfare rights and benefits Employment support Immigration support General advice Advocacy – support and representation Support filling out form…
Who can help? Colleagues are now able to make direct referrals to the Camden Advice Network and the Food Support Network via the online Camden referral form . The referral form is only to be used by a Camden officers. It’s not be shared with residents to self-refer. When you make a referral, plea…
Support When it Matters (SWIM) Information and advice regarding SWIM Support When it Matters. Support When it Matters (SWIM) is a community interest company that empowers people in Hackney and its neighbouring communities to improve their health, well-being and life chances. SWIM focuses on tackli…
Evidence gathered during the pandemic showed that the lack of targeted and culturally sensitive support for African Caribbean heritage communities has a negative effective on their health and well-being. SWIM works to raise health awareness, improve access to primary care support and bring about…
Further information about Support When it Matters is available in the SWIM brochure and flyer. Entry requirement for support from SWIM: Aged 18+ History of substance misuse. Commitment to engage in all rehabilitation and recovery activities Male referral from Prison or via community Drug and alco…