How we support people

A step-by-step guide, from when you make contact to reviewing your plan

Where support is required to help you maintain your health and wellbeing, or independent living, an initial assessment will be undertaken by one of our "front door" teams who have the right skills to identify the appropriate support available to meet your circumstances.

Our "Front doors" are points of contact to access support, advice and initial assessment to determine targeted intervention.

They are the Initial Contact Team (Adult) on 0141 800 7850 or Request for Assistance Team (Children) on 0141 577 8300

Through this assessment you will be assisted to consider your assets and identify what you want to achieve (outcomes).

Assets are the collective resources which individuals and communities have at their disposal, which protect against negative outcomes and promote independence and wellbeing.

Outcomes describe what an individual wants to achieve. These are realistic goals that the person receiving care and support can work towards.

The assessment will also identity any risks to your independent living and health and wellbeing, applying East Renfrewshire HSCP Supporting People Framework. An assessment will also be offered to your carer to support them to continue in this role.

This assessment will be reviewed and approved by one of our team managers, who will help ensure all risks, needs and outcomes have been identified.


In East Renfrewshire, we are fortunate to have a wide range of local and national organisations, clubs and community groups,  including East Renfrewshire Voluntary Action and East Renfrewshire Carers centre who are well-placed to support individuals to live well within their community. You can also get support from the Talking Points network on 0141 876 9555 or by email:

To help maintain independence, particularly where risks are assessed as Low to Moderate on the Supported People Framework, we will help you make contact with community resources that can support you to reduce these risks.

Where risks are assessed as Substantial or Critical, further assessment and consultation with relevant professionals may be needed to help us understand your circumstances.

Using the information gathered through assessment and in discussion with you and your carers, an Individual Budget will be generated which represents a fair share of the available limited resources.

A support plan will be developed in collaboration with you, your carers and those involved in your support network which considers short and long-term supports, community resources and the individual's assets to meet the identified risks, needs and outcomes.

We will support you to consider all options of support under Self Directed Support (SDS).

Once a support plan is agreed this will be considered by our Resource Enablement Group to ensure the support plan has considered all available support and best uses the available funding.

We will meet with you and those involved in your support network to review your support plan to hear how this is working and consider any changes that might be needed to help you achieve your outcomes.

We will normally meet for the first review 4-6 weeks after your support begins. You should have a review at least once a year, this may be more frequent based upon your circumstances. You can ask for a review at any time. 

The Supporting Framework introduces a universal approach to classifying risk, introducing a criteria based upon research and practice that will inform decision making.

The framework is a tool to support practice and inform professional judgment, creating a space for people to contribute to their own support as much as they can.

It promotes a strengths and assets-based approach to assessment and care management using a Strengths-Based Case Management approach

This approach combines a focus on individual's strengths with three other principles:

  • promoting the use of informal supportive networks
  • proactively facilitating access to the community for the support people need to live a good life
  • emphasising the relationship between the client and social worker

We'll work together with you to identify and achieve the specific needs and desired outcomes. The Social Worker will support you to find solutions through both formal and informal supports to meet your needs.

We recognise that the professional does not have all the answers. Through working together, solutions will be sought with the support of all our community partners. This ensures the support is more sustainable and we can deliver on our approach and principles of 'people work better with less interventions'.

If you're not satisfied with the experience or outcome of your assessment we have a complaints process in place.

Find out about our complaints procedure

read about how we handle complaints (PDF) [153KB]

Please note: This document may not be fully accessible to all. If you require a printed version please contact please contact Customer First on 0141 577 3001 or email

A summary of the 3 stages is detailed below: 

Stage 1

We'll always try to resolve your complaint quickly, within five working days if we can. If you are dissatisfied with our response, you can ask us to consider your complaint at Stage 2.

Stage 2

We'll look at your complaint at this stage if you are dissatisfied with our response at Stage 1. We also look at some complaints immediately at this stage if it's clear that they're complex or need detailed investigation.

We'll acknowledge your complaint within three working days and confirm the points of complaint to be investigated and what you want to achieve. We'll give you our decision as soon as possible. This will be no more than 20 working days, unless there is clearly a good reason for needing more time.

The Scottish Public Services Ombudsman

If, after receiving our final decision on your complaint, you remain dissatisfied with our decision or the way we have handled your complaint, you can ask the SPSO to consider it. We will tell you how to do this and provide details of alternative routes if required when we send you our final decision.




Last modified on 11 June 2024