Direct Payments Service standards
Statement of Service
Liverpool Direct Payments Team is based within Adult Social Care and is part of the Community Services Portfolio. The primary purpose of the team is to support people who have been assessed as needing a service to access a direct payment by giving information, support and advice.
The team consists of:
- 1 co-ordinator
- 2 direct payment support staff
- 1 admin support officer
The service is managed by the Development Manager for Community Partnerships.
What is a direct payment?
A direct payment is an alternative way of paying someone to meet your assessed care and support needs other than securing direct care and support provided by Liverpool City Council Supported Living Service.
Service Delivery
The Direct Payments Co-ordinator oversees all aspects of service delivery including direct support and support through partner agencies contracted to deliver services on our behalf. Age Concern delivers a direct payment service to people over 50 and Wirral Information Resource for Equality and Disability manage payroll services for staff employed by people who are in receipt of direct payments.
Service Standards
Upon completion of an assessment of need the direct payments co-ordinator will agree a start date with the person who needs a service. The start date will be a minimum of three weeks from the date that the service user signs the direct payments agreement and the receipt of the service user's bank details in Exchequer Management.
Service users choosing to employ a personal assistant will complete the required insurance forms once the initial payments and 'set-up' costs have been paid into their bank account. There is support to do this if it is required.
The direct payment will be reviewed by a social worker or community care assessor and the direct payments co-ordinator with the service user after six weeks. If the direct payment is found to be suitable to enable the service user to meet their needs, it will be reviewed again at twelve months and annually afterwards.
The direct payments team will provide advice and support to the service user at all stages of the direct payments process
Team members will be polite and helpful and will put the customer at the heart of service delivery.
The team will enable people who need interpreting services or culturally sensitive communication to access these in order to aid their application and continued use of direct payments.
The team will respond to queries within 5 working days. Telephone messages will be responded to within 2 working days.
The team will work in partnership with service users and will at all times respect their privacy and dignity.
Quality Assurance
The performance of the team is monitored through the Adult Social Care Performance Management Framework. Continuing professional development is also addressed through Liverpool City Council's performance management framework. Standards for delivery are set within both national and local targets for delivery of direct payments.
The team follows policies and procedures which reflect the City Council's values and visions and actively promote equal opportunities.
The team consults with stakeholders as part of their regular work process of delivering a responsive service.