Frequently Asked Questions on Personal Budgets and Putting People First

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Frequently Asked Questions on Personal Budgets and Putting People First

Last updated February 2011

We have responded to a range of questions, several come from Living Options and Age Concern Exeter (questions 24-35), following a consultation. You may like to refer to our factsheet FS7 'Personal Budgets'. The information supplied here may change. Please ask a member of staff for the latest updates.

1. Why are people being offered a Personal Budget?

The idea of a Personal Budget is to make you aware of the value of your care and support. We offer you the opportunity to make a choice about how this is provided, or even take total control.

2. Who will get a Personal Budget?

A Personal Budget will be available to people who, following an assessment of their needs and financial position, are eligible for support and assistance from us. We have to make people with the greatest needs our top priority and we have set ‘eligibility criteria’ to enable us to do so. We can discuss this with you at the time, or you can read the factsheet FS1 Assessment and Fair Access to Care.

3. What is a Personal Budget?

It is money that is allocated by us (Devon Adult & Community Services) to you. This money can be used to arrange your own care and support, after your assessment or your review. The amount of money to cover the social care that you are eligible for will be known as a ‘Personal Budget’.

You can, if you wish, have some or all of this money paid directly to you as a ‘Direct Payment’. Then you can buy the services you want to use, giving you independence, choice and control.

4. Do I have to manage my Personal Budget all by myself?

No. You have a choice about how you organise and manage your Personal Budget which we can discuss with you.

5. What are the benefits of Personal Budgets?

Once you have agreed your objectives, the Personal Budget is designed to give YOU control over the way your support and care is organised. It will give you the freedom to plan how you receive your support to meet your agreed objectives. You get to choose how you spend your money, which in turn allows you to personalise your service, increase your choice and control, and help to improve your independence.

6. What can I spend my money on?

What you spend your money on is up to you. It must be legal and meet your eligible needs and objectives that you have identified in your support plan and agreed with us. Personal budgets delivered via a Direct Payment will be subject to Direct Payment rules.

Some people may use their money to employ a personal assistant to help with everyday tasks such washing and getting dressed. Others may choose to use the money to buy support, or other services, from organisations or individuals. You may also want to spend your money on transport or local services such as a day centre.

7. How do Personal Budgets work?

how do personal budgets work?

To start with, you will have an assessment conversation with an adviser, who will help you to work out what support and assistance you need. They will help you identify what you want to achieve and what objectives you have for your support. Your adviser will be able to give you an indication of the money we may offer you. You can then write a support plan yourself or with the help of your adivser, an independent broker or your family and friends. The support plan will need to be approved and then your support can be organised.

8. Will the assessment process be accessible in terms of communication?

Yes. Care Direct / Care Direct Plus advisers conduct an initial conversation assessment by telephone. If this is not suitable then a range of alternatives are offered, depending on individual needs. For example; face–to-face, assessments, advocacy, large print, translation into languages other English; British Sign Language.

9. How will Devon County Council manage my expectations and be realistic about how much money I might get once assessed?

We will manage your expectations by offering you an appropriate range and level of support.

Every person’s situation is unique, and we carefully consider each request for support. We give advice to everybody but be aware we can only provided funds for those with a ‘critical’ or ‘substantial’ need, when there is no one else willing or able to assist.

We have limited resources, so not everyone that seeks support will necessarily be given exactly the help or service that they have asked for. We have to make people with the greatest needs our top priority and we have set ‘eligibility criteria’ to enable us to do so. If we think that you may need one of our services, you and/or your carer will be offered an ‘assessment’.

Once assessed, the estimated amount of money we may be able to offer you is based on our experience of sharing a limited amount of money between many people. The estimated amount allows you to make a realistic plan. It is important to understand that you may receive less than this if your support plan indicates.

10. What is a support plan?

Following a conversation about your life we will work with you to make a support plan. A support plan is a document that outlines the support you need, what you want to achieve, and how you want to receive it. It forms an agreement between you and us (Devon County Council) indicating how your personal budget will be spent and on what.

11. Are there any risks involved?

When you write your support plan we will help you assess any risks which might be identified. We will then work with you to agree a positive way of managing these risks. Your Personal Budget cannot be spent on anything that is illegal or would endanger you or another person.

Organisations that provide social care and support have to ensure that they take reasonable steps to ensure that they do this safely. This includes making sure that they have carried out Criminal Records Bureau (CRB) checks on their staff. Individuals who want to provide social care but are not part of a social care organisation do not have to have CRB checks but you can decide to ask them to have one if they are going to help you. We all have some risks in our lives and we try to plan how to manage these risks in ways that enable us to do the things we want, as much as possible. We will make sure, with you, that any risk is properly managed.

12. Will I get help to plan my support?

Yes, we can help you. Alternatively, you can ask a friend, family member, your care manager or independent support such as an advocate at Age Concern for help. You are of course welcome to write your support plan yourself. Our Personal Brokerage team also can assist with the selection of an appropriate service providers. We can discuss this with you at the time, or you can read the factsheet FS18 Guide to Personal Brokerage.

13. How much will my Personal Budget be?

The actual amount of your Personal Budget is determined by your support plan. You can choose how your support will suit your situation in the best way; we will agree the plan and manage your expectations. As a result, your actual Personal Budget may be more or less than your estimated amount.

Just like at present, everyone will be assessed. We will look at the support you are eligible for as well as your financial situation and work out an amount. An estimated amount will be calculated following the standard assessment of what you need. This will cover a range of areas taking into account where you live and any support that you receive from family and friends. The estimated amount will become an agreed Personal Budget following approval of your support plan that shows how your eligible social care needs will be met.

When you receive a Personal Budget, you may be asked to pay towards the cost. This is a contribution which will be based on an assessment of your financial circumstances. Any contribution due will be offset against the value of your Personal Budget.

14. Will I have to contribute to the cost of my support?

Anyone who applies for support will have to be financially assessed to establish how much they can afford to contribute. Working with you, and anyone who supports or cares for you, we will prepare a plan. Once we have a plan that you are happy with, we will let you know how much this will cost and how much of that cost we (the Council) will help with. Then we will help you find services or activities that will help you to meet your needs and achieve your agreed outcomes.

15. How is the money paid to me?

There are currently three ways to manage your Personal Budget:

Option One: Direct Payment

You can have your Personal Budget sent direct to a bank account set up to manage your Personal Budget. This is called a Direct Payment. You can use the money to be creative about how you organise, buy and manage your agreed support. You are responsible to pay for your support from this money, and record everything you spend to show the Council. For more information please read the factsheet FS8 Direct Payments.

Option Two: Managed Personal Budget

We (the Council) can organise, buy and manage your agreed support in the traditional way and manage the Personal Budget for you.

Option Three: Combination Personal Budget

You may choose to use a combination of the previous two options. You could choose toreceive some of your social care support as a Direct Payment, while other things could be paid for directly by the council. We can discuss this with you

16. Do I have to have a Direct Payment?

No, you do not have to have a Direct Payment. You have the choice as to how your support is organised, and you can still ask the council to manage your money for you instead. However, no matter what you decide to do, you will be told how much money is available to spend on your support.

17. How do Direct Payments relate to Personal Budgets?

A Personal Budget is the total cost of all the social care support that you might need, regardless of how that support is provided.A Direct Payment is one way of receiving all or part of your Personal Budget.

18. What if I am not happy with the way things are going?

There is no guarantee that any particular kind of support will work for you. For example, if there is a problem with a service you are getting we will help you to sort that out. If you wish to change to a different service we can help you to do that too.

19. Will anyone check to see if the money is being spent correctly and everything is OK?

Yes. When your support plan has been set up, we will check everything is working for you after a couple of weeks. Any risks will be assessed.

20. What if the amount I receive isn't enough?

Devon County Council has a duty to meet your eligible care needs. If you believe that your Personal Budget isn’t enough to achieve the agreed outcomes in your support plan you can request a reassessment. The outcome of the reassessment may be to increase your Personal Budget or to work with you to show you how to achieve the desired outcomes within your Personal Budget.

21. How often will there be a review?

Within the first couple of months we review whether your outcomes are being met and you can choose to alter your support plan to improve things. Following this, your outcomes will be reviewed once a year, or sooner if more appropriate. If we believe that your needs have changed we will recalculate your Personal Budget. You can also request a review at any time if you feel your circumstances have changed.

22. What happens if I don't spend all of the money in my Personal Budget?

If it turns out that you didn’t need as much as expected, an adjustment will be made in the following year or you may be asked to refund the over payment. If you have delayed buying a service or item but still need the money to do this, we can consider carrying it over into the next year providing it is spent in an agreed time.

23. Can I change my mind?

Yes you can change your mind at any time. We understand that circumstances change and that flexibility is important. You can decide to opt in or out of Direct Payments when you need to. Just contact your care manager to talk it over.

Some specific questions from Living Options and Exeter Age Concern:

24. How much (realistically) can the local community and individuals contribute to my support plan?

It depends on individual circumstances.

For planning support, you and the people that are closest to you often know how your needs are best met, using professional advice where necessary.

For delivering support, we already account for the contribution of carers in support plans. Caring roles are often undertaken by a network of family, friends and neighbours not just one individual.

We also encourage everyone to think about the role of the wider community in keeping people independent in their own homes. Other public services need to improve how they target their services on the specific needs of older people and people with disabilities. But everyone in society has a role in maintaining an environment in which more vulnerable people feel safe and supported and the voluntary sector is particularly important in putting that capacity to best effect.

25. What if older people don’t want to cope with organising their own money?

Nobody will be required to take on responsibilities that they do not choose. If you think you need help to manage your support or your money, a suitable organisation, a family member or a friend could help you. There is a range of options for all aspects of managing a Personal Budget.

We (Devon County Council) can organise, buy and manage your agreed support in the traditional way and manage the Personal Budget for you. This is called a Managed Personal Budget.

26. How flexible are personal budgets in responding to my choice? – For example, I get taxis regularly and you’re holding my Personal Budget, will the taxi firm be able to bill you direct?

No, not at the moment.We are investigating other ways of managing your Personal Budget for introduction later in the year, with the hope that this will be possible (for example, the taxi company being able to invoice Devon County Council directly).

At present there are three options for managing your Personal Budget; you can receive a Direct Payment and manage the money yourself, we (Devon County Council) can manage the money on your behalf, in which case you are currently restricted to support that we currently have a contract for, and a mixture of the two.

Currently, by using a Direct Payment you could pay for taxi services, as long as the service meet your needs that we have agreed together. Providing money in place of social care services gives people greater choice and control over their lives.

See factsheet Direct Payments (FS8):

27. Is there any support currently available for people to employ their own Personal Assistants?

Yes. Support is offered through our Direct Payments team’s Independent Living Advisers. They are able to offer adviceand signposting to relevant sources of support including:

information about the legal requirements of becoming an employer,
CRB checks,
training for Personal Assistants
agents who will act on behalf of the service user to either manage the Direct Payment and the employment/payroll responsibilities.

Personal Budgets can be used to employ your own Personal Assistant. Usually your Personal Assistant is not a close relative living in the same home (read paragraph below for further information).

28. I don’t want outside help – why can’t family members be paid?

Family members can be paid as long as they don't reside in the same householdas the service user. However, in exceptional circumstances family members sharing the same household may be paid as long as the council is satisfied that there are genuine, overwhelming reasons why the family member needs to be employed, that there is a contractual arrangement in place and that there is no substantial risk of financial abuse.

29. How much will Devon County Council rely on my family and friends to provide support, and will this result in less money and support from you?

We have to make people with the greatest needs our top priority and we have set ‘eligibility criteria’ to enable us to do so, when there is no one else willing or able to assist. Having family and friends willing to support you is very valuable.

No, it will not result in less money or support from us. Devon County Council’s duty is to offer support/money to those who are most isolated or most at risk.

30. What support do you provide for Carers?

Devon County Council have a duty to assess the needs of family and friends that are providing regular and substantial amounts of care; this ensures that the Carers preferences for the amount, type and frequency of care provided is taken into account when writing the individual’s support plan. The introduction of personal budgets will not change this principle. The need for respite care will also be taken into account when calculating the personal budget and other, direct services to Carers will still be available to provide information, support and advice. See our range of factsheets for Carers.

31. Will ‘assistance dogs’ be included in what I can spend my money on?

Yes, after an assessment has taken place to identify an your social care needsit is up you to choosehow those needs will bestbemet. If an assistance dog is morepreferable to you thanpurchasing ‘traditional’ services then you use your Direct Payment to pay for it.

32. How will I be helped with basic domestic chores?

Once your eligible needs and the outcomes to meet them have been identified, then it is up to you to choose your preferred way to make this happen.

For basic domestic chores, for example, you could purchase the services of an agency, or employ someone to undertake specified tasks, using your Personal Budget. We will always ask you to link your chosen support to your eligible needs.

33. How do we provide good quality local information and support that will be so crucial in allowing people with personal budgets to exercise choice most appropriately?

and How do I find someone to help me?

Adult & Community Services has for many years been gathering and providing good quality information on local services.

Information on hundreds of local organisations and community services in Devon is held on-line in the Devon Community Directory. This Directory can be viewed and used by both members of the public and staff: www.devonline.gov.uk/community.

If you run a local service but your organisation does not appear on the Directory then please provide us with your contact details by using the Directory and selecting the tab at the top – Contacting Us. We will get in touch with you and make sure full details about your service appear on the Directory.

Our main leaflet, Social Care for Adult Explained as well as a range of useful factsheets on various social care subjects – such as help at home, help with mobility problems, financial support, help for carers are provided free. Link to factsheets from other health and social care organisations, such as Age Concern, Counsel & Care, Rethink can be found here too:

www.devon.gov.uk/factsheets

If you cannot or do not wish to view the information online yourself, then you can always telephone Care Direct on 0845 1551 007. A Care Direct call adviser will be happy to provide you with help, information and advice over the phone and to post out or email any additional information to you.

34. Can a list of providers be available from DCC who have been checked and are reliable?

Devon County Council no longer has the role of checking and accrediting care services such as personal care and residential care homes. This task is now managed by the Care Quality Commission (CQC), the health and social care regulator for England. The CQC aims to ensure better care for everyone in hospital, in a care home and at home. You can contact CQC or look at their website to obtain CQC reports on certain care providers.

Our own health and social care staff also have access to information on all the suppliers with whom Adult & Care Community Services has contracted with for health and social care services. This information can also be used by our staff to help you meet your care needs and the outcomes you require.

If you already have services from Devon County Council, then members of staff that you discuss your care needs with will also have access to this information. They will be happy to help you.

If you have any concerns about purchasing equipment or services from a supplier, please contact the MyDevon Customer Service Centre for further Trading Standards advice and help or you can visit the Trading Standards webpages or contact www.consumerdirect.gov.uk or call them on 08454 040506.

35. How do I comment on a provider’s services?

If DCC arrange or pay for your service from an independent provider you have the right to complain either directly to the provider or to the Adult & Community Services Customer Services Manager, whose contact details are below:

You can contact our Customer Services Manager at:

Adult & Community Services

Devon County Council, County Hall

Topsham Road, Exeter EX2 4QR

Tel. 0800 212783 Fax: 01392 382363

Email: sscomp@devon.gov.uk

If you are self-funding then from October 2010 you have the right to complain about the independent provider to the Local Government Ombudsman. Tel 0300 061 0614 in the first instance.

Anyone receiving a service from an independent provider can also contact the Care Quality Commission (CQC) to raise concerns about the provider.

Further Information

Factsheets: Factsheet FS7 Personal Budgets along with factsheet FS8 Direct Payments can be found on our website: www.devon.gov.uk/factsheets

Read or watch some personal stories of real people's experience using Personal Budgets.

An overview of Personal Budgets with an example of how the offer can work.

Policy on Personal Budgets image - PDF icon (57KB - pdf help)

Devon articles on Personal Budgets:

Making it happen with Direct Payments - Linda's story (Devon Talk magazine) Winter 2010
Personal Budgets Explained (LINk Devon newsletter) Autumn 2010 page 2 and 3
Personal Budgets coming soon! (Positive Devon Living Magazine) Autumn 2010 page 32 and 33. More information on the Living Options website
Jenny's story - Personal Budgets in action (87KB - pdf help) (Steller staff magazine) August 2010
Promoting creative thinking to staff, 4 examples of Personal Budgets (319KB - pdf help) (Steller staff magazine) July 2010
Personal Budgets Explained (134KB - pdf help) (Steller staff magazine) July 2010
Paul's story - a case study page 1 and Paul's story page 2 (98KB - pdf help) (Steller staff magazine) March 2010

Communication archive with presentations, eBulletins and more articles.

Report summary: Financial management of personal budgets - Challenges and opportunities for councils published by the Audit Commission October 2010.