Guide to social work services - Priorities for services

• Critical (Priority 1);
• Substantial (Priority 2);
• Moderate (Priority 3); and
• Low (Priority 4).

What we mean by priorities is set out below. The categories refer to needs and not people. Not all of a persons' needs will fall into the same category (some needs may be a higher priority than others). If your needs fall into Priority 1 or 2 you will be eligible for services. We will meet Priority 3 needs where resources allow. Priority 4 needs will not be met.

Critical (priority 1) risk where serious harm or loss of life may occur

• There is an immediate risk to the person's survival;
• There has been serious abuse to self or others, or this is suspected to the extent that protection measures are required;
• There are extensive and constant care and support needs on an ongoing or time limited basis that, if not met, present an immediate risk to the person or others; or
• The carer relationship(s) has collapsed and there is a need for immediate care and support.

Significant (priority 2) risk where harm may occur now or in the near future

• There has been abuse to self or others or this is at risk of occurring;
• There are extensive care and support needs on an ongoing or time limited basis;
• Absence or inadequacy of care and support is causing the person significant distress and their health to deteriorate; or
• The carer relationship(s) is at risk of collapse and the person needs care and support.

Moderate (priority 3) risk where harm may occur if action is not taken in the longer term

• There are some care and/or support needs that will, if not met, impair the person's longer term capacity to regain, maintain or sustain their independence or living arrangements;
• The person can make their needs known and ask for appropriate assistance when needed; or
• The carer relationship(s) is strained and unlikely to be sustainable in the longer term.

Low (priority 4) risk where a person may be disadvantaged, or their quality of life reduced, if needs are not met

• There are some care and/or support needs but the person can maintain their independence or living arrangements if these are not met, or can make other arrangements to have them met;
• The person can make their needs known and ask for or arrange appropriate assistance;
• The person has a support network; or
• The needs are such that they can be met by provision other than social care services.

If you wish to make a complaint about our services
We have made a leaflet available, which explains the procedure for making a complaint. This is displayed in every social work office. We can help you to complete the form. We will deal with all complaints quickly and will provide a written response to all formal complaints. We regularly analyse complaints, so that we solve problems, and continue to learn how to improve our services.

What standards you can expect in relation to complaints include:

• We will acknowledge complaints within five days;
• If the complaint is complex it may take longer to complete and we will tell you how long this will take; and
• You have a right of appeal, if you are dissatisfied with the response to your complaint.

Occasionally, different sections of our department will seek your views on how well we are meeting your needs. This may take the form of a survey or questionnaire, or an invitation to attend a meeting to discuss our services and our performance.

 Where to Contact Us
For further information, or to ask for an assessment, please contact your nearest Social Work Office which are listed at the right hand side of your screen.