Social Services Consultation and Communication

"Engaging people who use services, staff and strategic partners is at the heart of effective performance management. Managers also need to make sure there is engagement with citizens in the wider community in order to define outcomes that reflect the needs, preferences and aspirations of people who will use services in the future".

Source: SWIA Guide to Managing and Improving Performance

The aim of Social Services is to "provide people who live in Clackmannanshire with the best possible social work services, with an emphasis on the protection and support of individuals who are at risk. We want to ensure that the people and families in Clackmannanshire who need social work support are able to make the most of the opportunities they have and to realise their potential."

To be successful in this mission, the service must effectively communicate accurate and timely information about it's services to key stakeholders.

The Service believes that internal and external communications are inextricably linked. Our staff are our greatest ambassadors, and if we do not listen to their views and reflect them in our external communications, then all of our communications suffer.

Social Services are committed to listening to ideas and suggestions put forward by service users and other interested parties and to consulting with them when appropriate, by:

Conducting formal consultations with interested stakeholders, using on-line methods wherever possible;
Arranging focus groups where interested parties can express their views and opinions;
Ensuring that staff members are readily accessible to the public and service users;
Welcoming personal visits and telephone calls to the Social Services office to discuss specific issues and concerns.

Service users and carers can expect that we implement systems and processes for referral, assessment, care planning and service provision which respect the rights of people, especially those who are, have been, or may be subject to statutory measures under relevant legislation.

Communication Framework

The service has a Communication Framework which outlines how information is communicated between Social Services and its stakeholders. It has been developed within the context of the over-arching Corporate Communications Strategy.

The aim of the framework is to help maintain confidence in the service by providing timely, necessary and helpful information to social services professionals, to the public and to service users, and ensuring that people know who to turn to if they are concerned.

The service is also currently working towards accreditation within Customer Services Excellence.