Tier Expected knowledge Expected role to: Training Information Support Tier two: As for tier 1. for tier 1 As for tier 1 As for tier 1. As for tier 1 NCVS Know how to respond to or start a and confirm the person’s Own organisations 1-1 Supervision / CAB conversation about PALS and health and wellbeing needs. information websites consultancy Age UK health services. Ask if the person has Carer Reaction Be able to enable people to explore support Health front line staff choices and options around health, Enable the person to explore – Ambulance staff wellbeing and social care service alternative choices and options Healthwatch providers. between different health, PALS Know how to refer a person who wellbeing and social care Disability North wants to make a complaint. service providers. Advocacy Centre Basic understanding of the Refer if appropriate to Health NCC CH&SCD complaints process services Social Care Understand what assistance can be help and support in Assessment Officers found in each organisation. liaising with professionals and Newcastle Carers other organisations to explain the health complaints process to support people understand the response to a complaint and necessary assist with next steps. to Safeguarding provide and write supporting information. contact and referral information in Monitoring Reports if appropriate. Tier 3 effective treatment and support for health conditions - expert Required from own organisation and others The – Advice Tier Expected knowledge Expected role to: Training Information Support
Tier Expected knowledge Expected role to: Training Information Support Tier two: NCVS CAB Age UK Reaction Health – front line staff Ambulance staff Healthwatch PALS Disability North Advocacy Centre NCC CH&SCD Social Care Assessment Officers Newcastle Carers As for tier 1. Know how to respond to or start a conversation about PALS and health services. Be able to enable people to explore choices and options around health, wellbeing and social care service providers. Know how to refer a person who wants to make a complaint. Basic understanding of the complaints process Understand what assistance can be found in each organisation. for tier 1 and confirm the person’s health and wellbeing needs. Ask if the person has Carer support Enable the person to explore alternative choices and options between different health, wellbeing and social care service providers. Refer if appropriate to Health services help and support in liaising with professionals and other organisations to explain the health complaints process to support people understand the response to a complaint and necessary assist with next steps. to Safeguarding provide and write supporting information. contact and referral information in Monitoring Reports if appropriate. As for tier 1 As for tier 1. Own organisations information websites As for tier 1 1-1 Supervision / consultancy Tier 3 – The effective treatment and support for health conditions - expert Advice Required from own organisation and others Tier Expected knowledge Expected role to: Training Information Support