Direct Payments Newsletter

MERTON COUNCIL
PUTTING YOU FIRST
Direct Payments
Newsletter
November 2008
www.merton.gov.uk
52413
Meet the team
Lorraine Taylor
Financial Assessment/
Direct Payment
Team Manager
020 8545 4150
Amy Bannister
Business Support
Officer
020 8545 3610
Tina Rosenow
Senior Administrator
020 8545 3632
Diane Spicer
Direct Payments
Finance Officer
020 8545 3415
Krishna Dave
Direct Payments
Finance Officer
020 8545 3609
Sonya Shaw
Direct Payments
Support Officer
020 8545 3925
Ruth Bayley
Direct Payments
Support Officer
020 8545 3109
Pauline McLean
Direct Payments
Support Officer
020 8545 3928
Kiri Balasingam
Financial Assessment
Visiting Officer
020 8545 4036
Fosi Paopao
Financial Assessment
Visiting Officer
020 8545 3076
Karen Chedick
Financial Assessment
Visiting Officer
020 8545 3605
David Moghal
Financial Assessment
Visiting Officer
020 8545 4047
The Direct Payment Team
Welcome to the first edition of Merton’s Direct Payments
Newsletter, which from now on will be coming to you quarterly!
This newsletter is for people
already accessing direct payments
and those wishing to learn more
about direct payments.
This edition will provide you with useful information on how direct
payments work, completing your monitoring forms as well as how
to provide feedback on improving the service. You’ll also find the
latest news concerning our application for Customer Service
Excellence, the direct payments website, and views from current
direct payment users on the Direct Payments Forum!
Direct payments started in 1995, aiming to give service users more
freedom and control over their social care packages. Under direct
payments, service users can choose how to meet their assessed
needs; from personal or domestic care, to accessing the
community. Some of our users have gained new skills, developed
hobbies, bought equipment to improve their quality of life or
enjoyed respite breaks; anything to suit their individual needs.
Others have become employers or purchasers of their own care.
The Direct Payment Team at Merton Council is divided into two
sections:
Direct Payment Support
The support team are here to guide you every step of the way from
your initial application to direct payments, signing the contract,
helping you choose the best form of care and getting this started,
and providing continuous support whenever you need it.
Direct Payment Finance
The finance team are here to ensure your direct
payments reach your account on time. They
check on your monthly payments, using the
information from the monitoring forms you
complete. More information can be found on this
later in the newsletter.
Contacting the Direct Payment Team
By telephone
Duty: 8545 3632
Support team: 8545 3109 or 8545 3928
Finance team: 8545 3415 or 8545 3609
In writing
Direct Payment Team
5th Floor
Merton Civic Centre
London Road
Morden
Surrey
SM4 1BR
You can also visit us at the civic centre, but please call ahead to
make an appointment.
Home Visit
You can also arrange for a support or finance officer to see you at
home to help with any direct payment issues you may have.
Please phone the duty number above to arrange an appointment.
Email
You can email us at any time on:
[email protected]
You can also find out more about our services on our website, at:
www.merton.gov.uk/directpay
Look out for our new website, coming soon!
You said… We did….
We asked you how we could improve our service- this is how we
put your feedback into practice.
“Your forms can be hard to understand”
We have recently re-designed all literature that we send to you.
This involved holding a series of meetings with some direct
payment users, so you could tell us exactly what you wanted to
see. The result is the new Direct Payment User Guide. This
pack contains information on everything you need to know
about your direct payments, such as how to recruit a personal
assistant, to a list of agencies that provide qualified staff. It also
gives example job applications, job descriptions and contracts to
use with your personal assistant if you choose to do so. If you
would like a copy of this pack, please contact 020 8545 3632.
“You don’t market yourselves enough”
As well as the new User Guide, we have now produced two
leaflets to promote the service to new users. We have also
produced posters, which you may have seen around the
borough and have also translated these into different languages
to reach more communities.
“I don’t understand the finance process and monitoring forms”
We are currently carrying out an audit of all monitoring forms. All
direct payment users should receive a visit from the finance
officer, who will explain the process to you thoroughly. There is
also an example monitoring form in the User Guide.
“I need alternative ways to find out about your services”
We are currently redesigning our website,
www.merton.gov.uk/directpay and you will soon be able to find
our contact details, download our literature and find links to
other useful sites and much more.
The Direct Payment Forum
Being in charge of your own care can be a liberating
experience. But sometimes you may need to know
that there is support available anytime you need it
from other people who are sharing the same
experiences. That’s where the Direct Payment Forum
comes in. The following is an article from John Kelly,
a direct payment user in Merton and regular
contributor to the forum:
“ When you first start using direct payments it can be a bit
daunting. Some of us have never had this kind of opportunity to
have real control over our lives and to make the right choices,
so having somewhere to chat, share concerns and listen to how
others make direct payments work for them is really valuable.
The Direct Payments Forum is exactly that. It’s an informal get
together of people who receive direct payments. We meet
regularly and set our own agenda based on what people want to
talk about.
Usually there are questions from direct payment users about
things we might not understand, or even ‘I’m having this
problem….has anyone got any ideas?’ (over a nice cup of tea of
course!) Often there are others who have experienced the same
thing and found a solution that may help.
There is often lots going on around us, and at the forum we get
to hear and have a say about the things affecting our direct
payment experience. We also hear about different initiatives and
get up to date information about what is going on. This is our
place to have a say about what is going on and what we would
like to see with direct payments. For example, we have had a
direct input into the User Guide and the promotional leaflets.
In the second part of each session the Direct Payment Team
from Merton Council join us to discuss things and answer our
questions. This is a really helpful part of the forum as you get to
know the team.
It’s a really supportive group that can really make a difference. It
did for me and I hope you will join us too.”
The next meeting will take place on 10th November at 1pm at All
Saints Day Centre, All Saints Road, South Wimbledon, SW19.
Direct Payment Finance and Monitoring
Monitoring Forms
As you know, every month you send us a monitoring form so we
can make sure the amount of money we send you is correct. We
have produced an example form in the User Guide. If you would
like a copy please contact us.
We are planning to hold surgeries from December 2008 at the
Civic Centre, to offer help with monitoring forms. In the meantime,
you can come in to see us by making an appointment. If you are
unable to visit, we can come to see you in the comfort of your
home. If you would like to arrange an appointment call 020 8545
3632.
Frequently asked questions
Q. When will the first payment be made?
A. If you need to advertise for a Personal Assistant (PA), we will
make a payment ahead of the start date of the agreement. We will
aim to pay the money into your account by the start date but you
will not need to pay your PA straight away. You will then be paid
every four weeks.
Q. When can my PA start work?
A. Unless agreed with your care manager your PA should start
work on the day that your agreement commences. You should
agree all of the terms of their employment, including when they will
be paid, before their start date.
Q. How will I know that the money is in the bank?
A. An advice slip will be posted to you each time
money is paid into your account.
Q. What will my direct payments cover?
A. The payment covers the care/ support described in your care
plan and any costs involved in being an employer, where
applicable. Refer to your User Guide for information on agreed
expenses or contact 020 8545 3632.
Q. When should I pay my PA/agency?
A. We will provide you with the money to buy a professional payroll
service every four weeks. When they send you a payslip showing
the amount that your PA has earned, less their deductions, then
you can pay them. Agencies should be paid within 7 days of
receiving the invoice, once it has been checked. If it is incorrect
please contact the agency immediately.
Payroll agencies and tax
Q. Why do I need a payroll agency?
A. It is an offence to avoid or allow your PA to
avoid paying tax and national insurance. The
Tax Office (HMRC) will hold you responsible as
an employer for deducting your employee(s) tax
and national insurance contributions. You must
then pay this to the tax office. We will give you
the money to find a professional payroll company
to do this for you.
Q. How do I know if my PA needs to pay tax?
A. The payroll company will be able to tell from your PA’s tax code
and their P45 exactly how much needs to be deducted each
month. If your PA only works a few hours but does other paid
work, they will most likely have to pay tax.
Q. What will the payroll agency provide?
A. They will provide you with pay slips. You must give your PA
written details of their pay and deductions and keep this
information for your own records. This will show exactly how much
money you should pay your PA. They will also send you details of
how much tax to send to the tax office and when to pay it. They will
send you a bill for this service, which is covered by the money we
will pay to you.
Q. Can I run my own payroll?
A. Yes, if you feel you are able you can manage your own payroll.
You can use the money normally allocated for a payroll service to
buy the appropriate software, or you may wish to use the HMRC
on line system. The tax office is requesting that all returns are
completed online by 2010.
Q. Should I keep all my paperwork?
A. Yes, all your paperwork should be kept for at least seven years,
whether you do your own payroll or use an agency to do it for you.
It is your responsibility to keep these records.
Monitoring forms
Q. Why do I need to send the Council monitoring forms?
A. The payments we make to you are from public funds,
which we have to account for. One of the
conditions of receiving Direct Payments is
that you must send us information regularly
so that we can check that is being used
according to your Care plan.
Q. How often do I need to complete the forms?
A. To begin with, we need to see this information every month. We
will then consider asking you to send the forms less frequently.
Q. What if I can’t manage the forms myself?
A. A friend or family member can assist you. If there is no one to
help, please let us know as soon as possible. We will arrange to
meet with you and work out a solution.
Q. What do I need to send with the forms?
A. We need to see all invoices, receipts, payslips and bank
statements for any payments you have made. We also need to see
a copy of your insurance certificate.
Surplus money in your direct payment account
Q. What happens to money that I haven’t been able to use?
A. If there is surplus money in the account after you have paid for
all of your care services and other associated costs, we will ask
you to return it. We will either ask you for a cheque or we can
adjust you future payments to reduce the balance in your direct
payment account.
Q Can’t I just buy extra services with the money?
A. Your Direct Payment has been calculated to cover
the cost of the services detailed in your care plan. If the
hours no longer meet your needs it is important that your
Care Manager is informed so that your circumstances can be
properly reassessed. If you buy extra services without their
knowledge, they will not be aware of your current needs.
Money may build up in the account if you have been in hospital or
away from home. We need to recover the extra money so that we
can continue to offer services to meet the needs of others.
Financial Assessments
As you are probably aware, most adults receiving direct payments
need to be financially assessed. This will be the same assessment
used for people receiving care commissioned by social services.
Financial assessments are used to calculate whether you can
contribute towards your direct payments or not. They are carried
out by the Financial Assessment Team, who work closely with the
Direct Payment Team. When you start to receive direct payments,
you will be sent a financial assessment pack or a visiting officer will
come and visit you at home to complete the assessment. After the
first assessment, you will then have a yearly reassessment as your
situation may change.
If you are assessed as not having to contribute, the Direct
Payment finance team will pay into your account the full amount
you have been allocated by your social worker. You will then use
this to pay for the care to meet your needs.
If you are assessed as having to pay a contribution towards your
care, you will be informed of this amount by the Financial
Assessment Team. This will be the amount you should then pay
into your direct payment account. The Direct Payment finance
team will then pay you the amount you have been allocated, less
your contribution. You will then have the total you have been
allocated for the services you need.
There are certain individuals that may be exempt from charging.
If you have any queries regarding financial assessments, please
contact the team directly:
020 8545 3076/ 3605/ 4047
[email protected]
All this information and more is also available on the financial
assessment website:
www.merton.gov.uk/living/financialassessment
Customer Service Excellence
Customer Service Excellence (CSE) is an award given
to any local government organisation in recognition of
excellent customer service. It is evaluated and awarded
by the Cabinet Office.
During the coming year, the Direct Payments Team will be working
towards meeting the criteria for CSE. A representative of CSE will
then assess our customer service levels against very strict criteria
and decide if we should be awarded the standard.
Standards we will be assessed on include:
-Understanding of our users, and how we
communicate
–Service delivery
–Staff attitude
We need to work with you in order to achieve this and will be
actively seeking your views and input over the next few months
through:
•
•
•
•
a questionnaire with the newsletter
surveys following home visits
feedback from the Direct Payment Forum
any other ways you wish to communicate your ideas to us.
Once this information is collected,
it will be analysed and aims for
improvements will be agreed.
We will then start putting this
into practice, and will inform all
our direct payment users through
the website, newsletter and
Direct Payment forum of any
changes.
Would you like to be
part of the Direct
Payments
consultation group?
We meet to discuss any
ideas you have on
improving our service to
you. Contact Amy
Bannister on 020 8545
3610.
Individual Budgets
What are Individual Budgets?
Individual Budgets are being introduced to provide those who
currently receive services, greater choice and control over
their support arrangements. We are putting users in the centre
of the planning process, and working toward people
understanding how to meet their own needs more effectively.
Why Individual Budgets?
Individual Budgets are part of the government’s commitment
to offer individuals greater choice and control over their
support arrangements, in keeping with the Health and Social
Care White Paper ‘Our Health, Our Care, Our Say.’
How are they different to Direct
Payments?
Both individual budgets and direct
payments are methods of selfdirected support. Whereas a direct
payment is a cash payment for social
care from the local authority instead
of services, an individual budget can
be a cash payment, or arranged
services, or a combination of both.
Therefore all, or part, of an Individual
Budget can be received as a direct
payment.
The government is committed to piloting individual budgets
with a view to rolling them out nationally should they prove
successful, by 2011. We should have more information about
Individual Budgets, and how it may affect you, when a
government study is completed in November 2008.
Direct Payments for carers
A carer is anyone that looks after a person and is not paid,
whether it is your spouse, child, sibling, parent, friend, family
member, church member etc.
If you are a carer, you are entitled to inform social services that
you are a carer and would like an assessment in your own right. If
you are interested in arranging the support yourself, you do not
have to get care through a council recommended agency, you can
receive your money via direct payments.
Direct payments, with the agreement of your care manager, can
provide support in several ways. You could arrange to have
someone sit with your cared for person while you have some free
time, or purchase some equipment that would make your life
easier: the choice is yours.
For more information contact:
Carer’s Support Merton
020 8543 0347
CareConnect
020 8545 4710.
020 8545 3632
Direct Payments Team
Personal Assistant (PA) Database:
The PA database provides contact details of personal assistants
available for work. The database was set up earlier this year, to
assist Direct Payment users to find suitable personal assistants.
This was in response to the difficulty that some users were having
acquiring a suitable PA, keeping them and needing cover for
emergencies. We currently have around 45 PAs on the database
that work a variety of hours and provide a range of support to
assist users with their daily living.
However, the database needs to
grow in order to provide better
support. If you know anyone who
is interested in providing support
for users, or would like to share
your carer, they can leave their
details on our recruitment line:
020 8545 4624 and we will send
an application form.
We would also
welcome comments
on improving the PA
database. Contact
Sonya Shaw if you
wish to discuss the
PA Database further
on 020 8545 3925.
Our service to you
Excellent customer service is important to us.
We endeavour to:
Answer your phone calls within 5 rings
Answer the phone with a friendly and polite greeting
Respond to all your letters within 5 working days, and emails within
2 working days
Contact you to arrange a home visit within 2 days of receiving the
referral.
Between April and July, we answered an average of 99.94% of
phone calls within 5 rings.
In this same period, we have carried out a total of 182 visits.
Compliments, comments and complaints
We welcome any compliments, comments or complaints you may
have about any aspect of the Direct Payment service. Do not
hesitate to get in touch with us if you have any queries. You can
even request to have a member of the team visit you at home.
If you would like to make a formal complaint about the Direct
Payment Team, please write to:
Community and Housing Complaints
London Borough of Merton
Civic Centre
Morden
Surrey
SM4 5DX
Email: [email protected]
Your shout!
As this newsletter is all about you, we’d like to dedicate a page just
to you, our direct payment users. We want you to tell us about
anything about you that you want to share with other direct
payment users. This could be something interesting you might be
doing or about to do, or any events coming up you think might
interest other direct payment users. Or you might just want to
share what a typical day for you involves.
To kick us off, here is a taster of what could appear on these
pages. Direct payment user Chris recently contacted us with the
exciting news that he has just undertaken an exciting skydive. Well
done Chris!
If you would like to appear in this section of the newsletter, please
let us know. The next newsletter should be appearing in February
2009, so if you would like to be in this issue make sure you contact
us by 5th January. You can contact us for this on 020 8545 3610,
or email Amy Bannister at [email protected].
What you said about our service
We asked some current direct payment users to tell us why direct
payments is for them:
“I have been receiving Direct Payments now for many years and feel that
it works well with me and my everyday life, giving me independence to
choose my carers and how I run things as my own boss. Also the Direct
Payment staff are very helpful if problems ever arise.”
Joanne
“Direct Payments allows me to make the choices I want to make. Direct
Payments gives me control of what happens, I make the decisions. I
have the flexibility of using an agency or a personal assistant of my
own. I can live my life the way I want to….independently. If I have been
out for the evening, I know someone will be there to help me at whatever
time I arrive back home. I don’t plan my day in advance, with Direct
Payments I don’t need to.”
Dictated by Chris
£40 Gift Voucher For One Lucky Service Provider!!
Let us know what you think of the service by completing the
enclosed questionnaire included with this newsletter.
We always appreciate your feedback
and suggestions, and hope you will
spare some time to complete the
enclosed questionnaire.
Questionnaires must be
returned by 5th December
to be entered in the draw.
Good luck!
A £40 gift
voucher is up
for grabs for
the winner!