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 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 aimed to improve how individuals are supported, while supporting more complex cases. The proposal was informed by other local authorities that have re-designed their access and referral pathways, and the team presented the proposal to senior management, along with plans for implementation - considering staffing, training, governance, and hybrid working structures. The proposal also maintained a clear link back to self-evaluation and the required continuous feedback and learning loop to ensure that the approach remained aligned with the needs of adults seeking support and encourages ongoing improvement.
The project has now ended, and due to a large restructure within Scottish Borders Adult Social Work, the decision was made not to progress with a dedicated Screening Team. Nevertheless, senior management highlighted that the learning from this project was used to shape the restructure and has positively influenced the development of a dedicated younger adult’s teams that was explored and advocated for during the project. The team are sitting with some unknowns of what developments will look like, but they are confident it will have a positive outcome for younger adults.
