I’ve contacted Customer First, adult social services at Suffolk County Council, but I found it really difficult to know how to get the help I needed. Can you help?
We regularly hear from family carers that when contacting Customer First via phone there are 5 options presented when the call is answered but knowing which one to select can be confusing. We have therefore contacted them on your behalf for more details.
Option 1 – Someone is at risk of abuse or harm today. This is to be used when someone is at risk of harm from others or in need of urgent support. This could be to report safeguarding concerns or to activate a Family Carers Emergency Plan (for example where the carer has been taken to hospital leaving someone in urgent need of care and support)
Option 2 – Calling for an allocated worker for an adult. This is to be used if you know there is an allocated worker.
Option 3 – Worried about someone’s care and support needs, or digital care. This can be used where someone needs support, but that support isn’t needed immediately. For example chasing up a carers assessment, or to provide additional information whilst waiting for an assessment. This option can also be used to request a carers assessments or request care for an individual
Option 4 – Advice, guidance and support or equipment to remain independent. This option is used for anything non urgent, and where someone just wants to ask advice. This could be advice around next steps, or looking for information advice and guidance on anything relating to social care.
Option 5. Hear the options again. Please be assured that if you accidently select the incorrect option the Customer First advisor
answering your call can transfer you to the correct team, however you may have to join the queue again.
