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Support for direct payments

When would you be informed about Staffordshire Cares?

Who are Staffordshire Cares?

How do I get in contact?

What is information, advice and guidance?

How will Staffordshire Cares assist the finance teams?

Pre-paid Card Advice & Statements

What is signposting?

Customer Journey


 

When would you be informed about Staffordshire Cares?

During a social care assessment the practitioner may discuss direct payments as a possible outcome for you if you are eligible.

During this discussion you should be informed that Staffordshire Cares is able to offer information, advice and guidance about direct payments.


 

Who are Staffordshire Cares?

Staffordshire Cares is part of Staffordshire County Council’s customer service team. They are a team of skilled call handlers who process requests on behalf of Adult Social Care.

They are responsible for providing information, advice and guidance to residents who are interested in accessing social care services. The team will also provide signposting to relevant services.


 

How do I get in contact?

There is a dedicated phone number for all adult social care services on 0300 111 8010. The team work between the following hours:

  • Monday to Friday 9am to 5pm

There is also a dedicated email address: staffordshirecares@staffordshire.gov.uk

Emails are screened throughout the day and prioritised according to urgency.

Staffordshire Cares will also provide advice via an online WebChat facility.


 

What is information, advice and guidance?

Examples of information, advice and guidance which will be provided are (but not limited to):

  • How do I apply for a direct payment?
     
  • Would a direct payment work for me?
     
  • What type of support can I spend a direct payment on?
     
  • How will I pay for my care?
     
  • What is a pre-paid card?
     
  • What are my responsibilities as an employer?
     
  • I don’t know how to recruit, what do I do?
     
  • How do I arrange payroll?
     
  • Will I have to contribute towards the cost of my care?
     
  • What if I decided I don’t want a direct payment anymore?

Staffordshire Cares will use information that is available online, on partner sites and in guidance documents to resolve queries and to assist people with decision making.

They will provide you with the route to access information online or will send via the post, if requested.


 

How will Staffordshire Cares assist the finance teams?

All enquiries go through to the Staffordshire Cares customer service team on 0300 111 8010.

The team will assist with all initial enquiries. Through agreement with the finance team, they escalate calls directly as appropriate.

The direct payments finance team helps with training. They provide guides for the customer service team to use.

Staffordshire Cares meets with the direct payments finance team on a regular basis. These meetings help to ensure that more enquiries can be handled by the Staffordshire Cares team.


 

Pre-paid card advice and statements

Staffordshire Cares will have access to download and provide copies of account statements for both practitioners and citizens.

Practitioners can make requests for these by emailing staffordshirecares@staffordshire.gov.uk and these will be processed within five working days. Citizens may also request these via email or alternatively they can be requested via the telephone.

These statements will then be uploaded and saved in attachments on the citizens CD record. If a Practitioner has requested this, an activity will then be sent to them to inform them it has been uploaded. 


 

What is signposting?

There are many organisations that are able to provide support or services to people as part of the direct payment process.

When Staffordshire Cares identify that there is an organisation that is able to assist, this information will be shared with you.

You can also check our Staffordshire Connects directory for details on many organisations and groups that can help support you.


 

Customer Journey

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