Our Information Hub was the first initiative developed out of our desire to improve the way we support family carers. The idea was conceived and developed by a group of staff with a single goal in mind – “Support family carers better”
The idea was to create a “Hub” to be the central point of contact for family carers and professionals, covering all kinds of queries and questions, whether they be via telephone, email or website on-line chat.
It was important the Hub could offer information, advice and guidance covering all areas of the organisation, giving a holistic overview covering adults, young adult carers and young carers. Even a combination of carers of all ages.
An initial 3-week pilot carried out in May 2019 received positive feedback from carers, and the decision to go forward was taken. The ‘Information Hub’ was officially launched in October 2019. The rest, as they say, is history.
Our Team on the Information Hub are all experienced and will always try to solve your queries or questions at the first point of contact. Where necessary, they can call on the support of a more specialised service.
As the team leader, and an experienced adviser, I am able to help family carers as soon as they call. I am supported by four part time experienced Information Hub Navigators. This core team is regularly supplemented by colleagues from across the organisation who bring their specialist knowledge. The combined experience and knowledge means we offer an unrivalled service to family carers across Suffolk.
The team is regularly updated with changes to our services, and the services of other support organisations. Solving an enquiry at point of contact means, to us, that the family carer gets the support they need immediately.
Calls and enquiries to the Information Hub vary considerably, from signposting, to brief emotional support, to resolving more complex situations, where possible all within one conversation. We are happy to spend 30 seconds or 30 minutes with you. Whatever it takes to get you the answer or support you need.
During the Covid-19 pandemic we have remained fully operational, despite all of us working from home. This has proved very successful for family carers, as calls are being answered and dealt with as needed.
We are here to listen and help navigate you on your journey, ensuring you have the information you need, or giving reassurance that we are with you on your journey.
Since its launch, feedback from carers and professionals alike has been very positive. It brings our organisation together, allowing a whole family approach to the caring role.
As an ongoing project, we continue to develop, and welcome your feedback on ways we can improve to give you as much information, advice and guidance as possible. Please contact us on 01473 835477 or hello@suffolkfamilycarers.org
