Update on MASH consultation line and portal

Consultation Line

As you know from previous communications, we have made changes to our professionals Consultation Line to seek to reclaim the line that had become more of a general enquiry line. Part of these changes involved a change of operating hours. From internal reviews we have completed to date, so far, the feedback is positive in terms of how this is working. We of course welcome your feedback, please contact Jonathan.Lung@croydon.gov.uk.

One change we are making is that we have adjusted the operating hours from 1pm to 4.30pm.

This means there will be a social worker on this line continuously. Previously, whilst the line was operational from 12pm, this included 45-minutes when the social worker would be on a lunch break. We viewed it would be enabling more consistency if we changed the line hours to account for this and ensure someone was always available.

Please make a note of these changed operating hours.

We are currently working with our telephony colleagues to ensure that the line is closed outside of these hours and to add a message, so callers are aware of the operating hours. Currently, the line is live between 9am to 5pm but please be aware that social workers will only answer calls between 1pm and 4.30pm.

Portal

We have been working hard to make all the necessary changes needed for our Portal to go live. This has included a lot of work to review and update all our forms, websites and to undertake the necessary internal testing and training needed.

We can now confirm that we will be going live with the new Portal referral process on 12 June. We will be sending out more detailed communication later this week, including all the relevant links you need.