At a Glance…
Sefton Children’s Services faced high referral volumes and disproportionate responses to risk at their Front Door. Peopletoo implemented the “Conversational Model” to streamline communication and decision-making, improving partner engagement, processes, and outcomes.
The Challenge
Sefton Children’s Services struggled with excessive contacts, referrals, and Section 47 enquiries, which led to delays and disproportionate risk responses. Roles between the Front Door and Assessment teams lacked clarity, creating inefficiencies. The service needed to enhance practices, make quicker decisions, and avoid unnecessary escalations.
Our Approach & Delivery
Peopletoo introduced the “Conversational Model,” replacing written referrals with real-time phone conversations to capture richer information and ensure timely decisions. Processes were streamlined for Children’s Social Care (CHAT) and Early Help (FAST), with partners engaged to address concerns, and solutions tailored for specific needs. Resources were planned to handle call volumes effectively, while training equipped practitioners with strength-based conversational skills and improved risk understanding. System optimisations, including updated workflows and phone systems, supported efficient operations. Finally, guidance was refreshed and a well-branded campaign was launched to promote the new model.
Outcomes Achieved
The Conversational Model has received positive feedback from practitioners and partners. It has fostered better communication, enabling detailed discussions and faster, more informed decisions. Partners report improved responses at the Front Door, with comments highlighting efficiency, user-friendliness, and rigorous training. Early results indicate a shift toward more proportionate and effective practices, reducing timeframes and enhancing decision-making.
According to Sefton Council colleagues, they “have been delighted with the implementation of the conversational model. Training has been rigorous and the opportunity to talk through concerns has enabled faster more effective decision making”.
