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Swan Housing Group manages more than 10,000 homes and a significant part of the service they offer is in helping vulnerable people to live independently. The Capita Support software application has helped streamline the referrals process within the Supported Housing department.
Helping vulnerable people
Each week, Swan Housing Group receives around 150 requests for help as part of their Supporting People programme, which provides services and sheltered housing for individuals in need.
“We support a whole spectrum of people in difficulty, including homeless individuals, those with mental health issues, people with drug and alcohol problems, single parents and older people,” comments Shalene Brooker, support services manager at Swan Housing Group.
A better way
The sheer number of requests the team were dealing with necessitated the need for a software system to simplify and manage the process.
“We had been using a series of spreadsheets to manage information. Lots of time was taken up recording details on paper forms and then entering that information onto the databases, which was not ideal,” explains Shalene.
Swan Housing Group also wanted to improve their ability to report on their performance so, for instance, they could share the effectiveness of a type of service for a particular client group with the relevant local authority.
“Capita fulfilled many more of our criteria than any of the other suppliers we looked at,” comments Shalene.
Faster processes
“The new system is about managing the whole service electronically. Now all the information is held centrally, entered once and is instantly accessible,” explains Shalene.
This has helped Swan Housing Group halve the time spent managing re-referrals, when someone who has used services before, comes back in need of support.
Improved services
The system gives the team timescales for actions to meet and reminders all the way through, from initial contact to final outcome.
“If an individual is not receiving the support they need, we can instantly find out why, locate which service is responsible for delivering the support and address it immediately,” comments Shalene.
Additionally, the automation of outcomes monitoring means support plans are tracked through to the end, so the service has a good understanding of how effective they have been.
A recent survey of Capita’s customers revealed savings of £251 could be made per referral using Capita Support. Based on a case load of 1800 per annum this could lead to savings of £451,000 per year. If you would like to find out more about Capita Support and the savings you could achieve with it in place at your organisation, please contact us .