Liverpool Direct Limited Awards Case Study 2011: More costs less - in our 24/7 social care centre

This article is a must read for those interested in Liverpool Direct Limited’s groundbreaking Careline Service.


Liverpool Direct Limited reveal how the ground-breaking Careline Service integrates the work of Customer Service Advisors and experienced of course social workers which increases quality and depth of service each year, while cutting costs.

Uncover what drives the success of a service that uniquely offers full 24/7 social care support for vulnerable children and adults throughout Liverpool, which has one of the highest index of deprivation of all cities within the UK.  Highly skilled call-handlers assess all new cases in this extremely sensitive area of work, supported 24 hours 7 days a week by trained social workers who are part of the team.  Costs are down 23%, with call answered rates up from 73% to over 90% – and fewer cases passed to areas social work teams.  In 2010, there was a 40% reduction in adult safeguarding referrals and employee survey scores for communication are up 26%.

Key results include:

  • Costs down 23% since 2008
  • Percentage calls answered up 20% since 2008
  • 14% increase in calls in last year
  • 40% reduction in adult safeguarding referrals in 2010 through first-contact resolution
  • Employee survey scores on communication up 26% in 2009/10 survey

Click here to read the full case study

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