Charging and Income Maximisation

Good practice example

Why is charging important?

Welfare benefits

Good practice example

Salford - Financial advice through a website

Why charging is important

Charging policies and processes can impact on demand. While they must be "fair and equitable", they must focus on recovering as much of the costs of services as possible. In this way, best value can be achieved and more or better quality services can be provided. Effective processes must also be in place, which ensure all monies owed to the council are received.

• The financial circumstances of an individual cannot be considered in any decision about whether a community care assessment should be carried out or not
• Financial circumstances should not affect the level or detail of the assessment process.
• When the person's care needs have been assessed and provision has been agreed, a financial assessment of their ability to contribute to the cost should be done. (See Charging Policies for more information)
• The outcome of the assessment with the appropriate charges should be sent in writing to the person concerned.

The Finance module of this toolkit contains a section on Managing Income which provides, advice on charging strategies and policies.

Welfare Benefits

A welfare rights service linked to a robust "Charging policy" is a way of increasing the capacity of service users to pay for their services. Additionally, improving the income of the community and individuals within it through increased welfare benefits improves the position of the authority in terms of eligibility for government and other grants. Salford Social Services provide financial advice through a website which enables people to help themselves and access services more directly.

Why put resources into welfare benefits?

• It improves the authority's income and ultimately its ability to provide better services which benefit all residents
• It reduces debt and the potential for debt
• Research shows that welfare benefits take-up is a key element in low income and social inclusion strategies
• It motivates staff and provides measurable achievement
• It benefits service users by increasing their disposable income

GOOD PRACTICE

Welfare Rights Service Ensure staff are well trained; It is important to ensure that all staff providing advice are given sufficient training so that they can advise across the range of benefits in a proactive manner. Ensure information is accurate and up to date; This will ensure that the customer's expectations are not unduly raised. Make some information specific; The information can be specific to the particular client group being targeted and can specialise in providing information for that particular age group, for example Age Concern working with pensioners. Make use of Outreach; Outreach advice work can be extremely effective. It can target people in a number of locations such as hospitals, health centres, libraries, local community centres, and in some circumstances visits can be arranged to the customer's home address. Use Targeting strategies; Specific targeting is by far the best way of ensuring that non-recipients claim the benefits to which they are entitled. Monitor the costs and benefits of your welfare rights work Some authorities have found that provision of specialist staff has more than covered costs with increased income from charging Work closely with voluntary sector organisations