Fair access to care services (FACS): prioritising eligibility for care and support

Support planning - Signposting, information and advice

... everyone should be able to access high-quality information and advice to point them in the right direction for help.

(‘Introduction’, DH, 2010, para 11)

Francis’ story – the council call centre as a proactive information resource

Francis, aged 18, is in his first year at university and has been recently diagnosed as having epilepsy. Devastated he cannot drive his car and frightened of losing his newly acquired friends, Francis rings the adult services’ call centre. The worker checks out the support from his family and the university. Finding this is good, the worker suggests Francis might want to talk to others in his age group and suggests a local support group for young people with epilepsy, where Francis can share his concerns and learn from the solutions others have found.

For a significant proportion of people whose needs are assessed, the means to meet them will be through the provision of information and advice and, in some cases, access to advocacy services. A theme throughout the DH 2010 Guidance ’Prioritising need’ is the importance of providing information, advice and signposting to people, whether or not they are eligible for publicly funded services. To implement this, staff need to:

‘People will be given better information and advice to plan ahead to prevent care needs, and will be better connected to those around them.’ [2] The Care Bill will place a duty on local authorities to provide an information and advice service to help people understand how the care and support system works, what services are available locally and how to access the services they need now and those they might need in the future.


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