This project developed in partnership with Scottish Borders Adult Social Work began in March 2024, and brought together people from across adult social work, including customer service, policy, social workers, business support, and participation. The project started with a vision on self-evaluating adult social work services (what’s working, what’s not, and how things can be better).
To focus efforts the group identified improving access and referral processes, in particular the ‘front door’ of adult social work that needed improvement because the group realised there were way ‘too many ways in, and it wasn’t always clear or easy’. So, the group explored a simpler system that could involve two main routes: an online form and a linked phone service because they mapped high-volume access points and inconsistencies in current referral routes.
In between sessions with Iriss, some members of the group created collaborative meetings involving customer service and their What Matters Hub staff to reflect on real examples of what’s going well (and not so well) in those first conversations and improve guidance. This also included how they might develop and deliver training to boost skills and confidence in handling tricky calls and knowing where to signpost people.
Iriss used tools like empathy mapping, story-based reflections, and deep democracy check-ins and check-outs, to better understand how people experience services - both staff and supported adults. From this the group analysed statistical referral data and existing data from participation with supported adults to identify inefficiencies and needs that could inform a redesign. The group also identified that they would like to standardise systems like Strata and Mosaic to streamline referrals and data management, and create stronger collaboration with NHS and community partners, while addressing tensions about differing priorities.
The group have devised a proposal to create a dedicated Screening Team to deliver consistent, timely triage, enabling earlier support, and more effective use of community resources. By streamlining referrals and reducing pressure on locality teams, it aims to improve how individuals are supported, while supporting more complex cases. The proposal has been informed by other local authorities that have re-designed their access and referral pathways, and the team will present the proposal to senior management for approval, along with planning for implementation - considering staffing, training, governance, and hybrid working structures. The proposal maintains a clear link back to self-evaluation and the required continuous feedback and learning loop to ensure the new approach remains aligned with the needs of adults seeking support and encourages ongoing improvement.
Reflections on safety and connection
Since my colleague and I started working with a local authority adult social work team, it’s been inspiring to see the team’s dedication and thoughtful approach to making a difference in their service, particular in relation to self-evaluation as part of Foundations for change.
