The demand for support from those who are vulnerable and in need of food parcels during the current COVID-19 pandemic has been significant across all Local Authorities. Sandwell Council is using the Liquidlogic Adults’ Social Care System (LAS) to record and manage this demand. The decision was taken to use a system which was widely use in Adults Social Care rather than implementing a new system.
Binda Rana, Social Care Systems Manager at Sandwell Council explains: “We begin by recording the initial phone call as a contact on LAS to eventually having a work request being generated from the system and emailed to Wardens to provide the support.
By using Liquidlogic, we have a robust and clear recording process. This provides all the details of the customer journey and also results in up to date data on all aspects of the practical support that is being provided. The data dashboards developed via the reporting tool display the activity from the team and show outcomes such as what support was provided, if no further support is required or if they need ongoing support referrals to voluntary agencies.”
Tracey Hurst, Practical Support Team Manager at Sandwell explains: “The Electoral Services Team, who were re-deployed to work in the Practical Support Team, had never used the system before. The team picked up and navigated around the system really easily - Amy Preedy from the team was able to develop a process map and develop system process guidance quickly. The guidance was rolled out to new members of the team, and due to not being able to do face to face training they were able to use this documentation to learn how to use the system to complete the new business critical processes. This demonstrates the ease in which users have found the Liquidlogic Adults’ Social Care system. From my point of view, we have been able to receive a detailed daily report that identifies everything is needed from a management perspective.”
Commenting on this, David Grigsby, Managing Director at Liquidlogic says: “We are seeing the system being used in a variety of ways by customers – from form configuration in the case management system to the wider use of Liquidlogic Portals to support interaction between vulnerable people, children and their families and carers. The support that Sandwell Council is providing is an example of how the case management system can be used to support frontline social work activity during the Pandemic.”
To access the video case study produced by Sandwell Council, click here.