Good Council Practice http://wlga.wales/good-council-practice http://www.rssboard.org/rss-specification mojoPortal Blog Module en-GB 120 no Web-based food parcel and welfare calls system (Powys CC)

The Web Team at Powys County Council developed a web-based system in response to assessing whether eligible people were in need of regular food parcel deliveries, monitoring the wellbeing of vulnerable residents on a weekly or fortnightly basis and responding to needs for support from Powys Social Care or Community Connectors volunteers. 

The system used ‘shielding people’ data and other internal ‘vulnerable individual’ data, which the council stored in a database. By clicking on a name from a list a web form opens for call handlers to record customers’ answers to questions based on an agreed script. The council developed automatic triggers to email Adult Social Care or Community Connectors or generate a food parcel request (if eligible) based on customers’ answers to the questions and the nature of the support needed.  

Between April 3rd and August 14th, a total of 23,791 calls were made by Powys County Council staff resulting in:  

  • 649 Welsh Government food parcels being ordered 

  • 438 requests for a call back from the resident's local county councillor 

  • 459 requests for help with basic care needs which were passed on to ASSIST 

  • 1,654 referrals to PAVO's Community Connector Service (of these 1,076 wanted help with food, 373 needed help with their prescriptions and 205 wished to talk to a volunteer) 

  • 150 referrals over safeguarding.  

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