• How we have changed
• Are you eligible for help
• How we can meet your needs
• Carers
• Paying for services
• Information about you
• How to comment on our services
• Our Factsheets

How we have changed

Social Services has been replaced by two new Devon County Council Directorates. Children's social care and Local Education Authority services are now: Children & Young People's Services while social care for adults and adult education are: Adult & Community Services.

Adult & Community Services supports the social care needs of vulnerable older people and adults with disabilities.

People with mental health problems are supported by Devon Partnership NHS Trust — a partnership between the NHS and Devon County Council Adult & Community Services. We have teams of health and social care professionals working together in hospitals and the community — combining their resources and knowledge for the benefit of our customers, the people of Devon.

Are you eligible for help

Every person's situation is unique, and we carefully consider each request for support. We use national guidelines from the Department of Health called Fair Access to Care Services (FACS), to make sure our services are provided fairly and used to support people in greatest need. If we think that you may need one of our services, you and/or

your carer will be offered an assessment. If it is appropriate, our staff may be able to carry out an assessment over the telephone. You or your carer may also ask for a home visit.

The assessment will help us to decide whether your level of need means that you are eligible for a service. We will look at your particular difficulties and circumstances and weigh up the effect they are having on your safety and independence. We have limited resources, so not everyone that seeks help will necessarily be given the help or service that they are expecting. We must give priority to people with the greatest need.

For more information about our eligibility criteria please read our Factsheet 1, Assessments and Fair Access to Care or telephone Care Direct on 0845 1551 007 for a personal explanation.

How we can meet your needs

Your assessment will be carried out by a member of our staff, who could be a social worker, occupational therapist or community care worker.

• First we aim to help by giving you information and advice.
• Then we will consider support from carers, families, friends and other organisations.
• If there are no other options, and you are in need of social care support, we may arrange short-term help to enable you to become independent or give you time to arrange your own service.
• We may arrange help so that you can live as independently as possible over the longer term.
• Where you have eligible needs, we may consider the use of Direct Payments (see our Factsheet 8 Direct Payments). You may be given the money to buy your own care within agreed limits
• We aim to meet your agreed needs in the most cost effective way taking into account your cultural needs.

If you are eligible we will consider what support might help you. This could be rehabilitation, personal care, community meals, residential care, supported employment, equipment, carers support and so on.

Carers

We value and respect the role of unpaid carers and try to support them whenever possible. Carers are entitled to an assessment of their needs, either separately or jointly with the person they care for. If carers are eligible then they can receive services in their own right.

There are local Carers Links, run by voluntary organisations, supported by ourselves and Health. For further information about Carers Link see our Leaflet 6, You are a carer.

Paying for services

There are charges for most of the services we arrange, which means you will be asked about your financial circumstances to decide how much you may have to pay. Information about charging can be found in our factsheets:

• 2a Charges for Home Care, Day Centres and Community Meals
• 2b Charges for Residential and Nursing Care

Information about you

If you contact us for information or an assessment of your needs then we may ask you for your personal details. If necessary, these details will be shared with agencies we work with, such as Health and service providers. Usually, this will only happen with your permission.

How to comment on our services

We make every effort to give you as good a service as possible.You can compliment, comment or complain about our services, or about any aspect of our contact with you. If you are making a complaint we will investigate the matter quickly and fairly, inform you of the outcome and put right any mistakes.

Your first step is to contact the member of staff you are in touch with or ask for their manager. Further details about our complaints,comments and compliments procedure can be found in our Leaflet 3, Compliments, Comments and Complaints.

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

Our factsheets

For more detailed information about the services we offer and the issues surrounding your care, we have produced a series of useful free factsheets.

Factsheets are constantly updated and are available on our website, from Care Direct or at your local drop-in office.