Our Adult Social Care Charter

Our charter has been developed with staff and members of our Making It Real Board. Experts by experience who have co-produced our Adult Social Care Charter to reflect the principles that are important to them.

It is made up of 5 overarching principles that all staff apply when supporting individuals and the people who are important to them.

Our making it real essential ingredients are:

  • we will always promote your independence
  • we will listen with empathy and understanding
  • you will know who to contact and we will always get back to you
  • our conversations will be honest and personal to you, we won’t just tick boxes
  • we will respect your decisions and be honest and open.

Nothing for you, without you - what this means in practice:

  • we apply a strengths based ethos throughout our interventions with individuals, adapting the 3 conversations model within our assessments and support plans
  • we ensure holistic assessments are completed, with a multi-agency approach
  • we ensure that all visits are meaningful to the individual and their families/carers
  • we capture our assessments as a narrative – limited questions are asked with individuals. The emphasis is about having meaningful and relevant conversations.

Management’s commitment to you:

  • listening to your ideas on how to deliver a better service with a monthly Practitioner Forum with the senior leadership team to involve/influence our service developments
  • giving autonomy and freedom in your decision making through locality peer review
  • being supportive and approachable
  • being knowledgeable and helping you to find answers
  • regular and meaningful supervision
  • reflective practice sessions including Best Interest Assessor (BIA) Forum, Safeguarding forum, Direct Payments forum and more
  • personal and professional development opportunities
  • regular meaningful training on issues affecting front line practice
  • regular communication sessions with DASS and senior management
  • dedicated adult social care legal advice
  • investment in application of streamlined case management system to further support practice

Our promise to you:

We will empower you to share your ideas, to make suggestions and to help us find new solutions to old problems. Whilst also supporting you with the latest technology and encouraging collaboration with our communities, partners and colleagues. 

We don't focus on limitations; we focus on opportunities and possibilities. In doing so, we're perfectly placed to help you achieve your potential and enjoy a truly fulfilling career. This means you'll be able to empower our communities too, working together to enable people to enjoy healthier, happier and more fulfilling lives. 

Why choose Telford & Wrekin Adult Social Care:

We have a flexible, and adaptive working environment with a focus on staff wellbeing, this includes training and development which focuses on good mental health and we have a dedicated 24-hour counselling service. 

Our investment in our staff and practice has supported the following achievements: 

  • ADASS Peer Review reviewed as 'Exceptional’ Adults Social Care services operational delivery and partnership relationship
  • our in-house My Options services rated ‘Outstanding’ Shared Lives service and Good by the Care Quality Commission (CQC) 
  • AYSE programme 
  • opportunities to specialise in areas of interest that you are passionate about e.g. autism, learning disability, safeguarding. 
  • expert by experience focus 
  • MJ Council of the Year 2022.

We have refreshed our supervision policy supporting the embedment of post qualifying supervision standards in Adult Social Care. With regular supervision you will be supported with your practice and caseload. Managers and Seniors will ensure that you have the support you need to get the best outcomes for individuals and their families and/or carers. You will identify and drive topics for your supervision focusing on areas important to you.

Your annual professional and personal development (APPD) session will be in addition to your regular supervision sessions. This is an opportunity for you to identify development and training opportunities as well as exploring career progression routes. 

Team meetings and catch up’s provide further opportunities to reflect on the service, your practice, developments in the service and working with partners while sharing experience and knowledge throughout the team. Team meetings and sessions can be a mixture of online and face to face depending on your preference.

We have a supportive team culture; everyone knows each other and there is a real team spirit from all parts of the organisation. Our teams work very closely together and help each other out when needed this involves all levels of staff. You will have monthly team meetings to encourage team building, away days and workshops will be held within teams and the wider organisation to support specific areas of learning. 

We are constantly striving to improve. We know that practitioners and managers need good quality support and challenge and believe our culture of high challenge / high support is key to our success. It underpins the way we work and helps drive continuous improvement. 

We offer a flexible working policy, and mobile working is the norm for all front line Adult Social Care staff. We have a very good corporate employee benefit offer including various salary sacrifice schemes and a strong well-being offer.

We recognise the imbalance of how much time staff can spend filling in forms on a computer. We strive to continually develop and refine these systems to make them user friendly and fit for purpose. This should mean far less repetition of paperwork, greater financial controls, stronger links with other service areas and ultimately spending less time at a computer. With greater efficiency and time saving, our staff are freed up to focus on practice and making a difference to the individuals we are working with. 

We know ourselves well and know what we want to achieve. We are an authority which other councils want to benchmark against having recently been awarded the MJ Award for Council of the Year 2022. We want the people of Telford to live fulfilling lives striving for independence and autonomy. We want to work with individuals to ensure that they have high aspirations for themselves and their local communities.

Our Seniors, Team Leaders, Service Managers and our DASS are truly passionate and motivated in the work they do, and they operate an open-door policy for all staff. The enthusiasm they possess cascades down through the whole service. 

Last updated : 5 September 2024

Emma Clutton, Service Delivery Manager for Prevention, Independence, Older People, Disability, Family Connect, Safeguarding, Occupational Therapy, Principal Social Worker, Co-production and Direct Payments. 

Emma’s service area focuses on Prevention, Practice and Safeguarding. 

“We work closely with the voluntary sector to provide information, advice, equipment and new and emerging technologies to support people to maintain their independence within their own homes.

“We have an established Independent Living Centre at the heart of our community that offers appointments and drop-in facilities, hosted by Experts by Experience providing advice and support as well as low level equipment assessments.

“Our digital offer includes our Virtual House, an interactive tour showing examples of Occupational Therapy, Assistive Technology and Sensory aids, equipment and solutions that may be helpful to you or a family member to do daily activities around the home.” 

In summary the team are responsible for the following:

  • Providing Adult Social Care (ASC) support for people under the provisions of the Care Act 2014, Mental Capacity Act, Mental Health Act and Human Rights Act. 
  • Delivering adult statutory social work requirements including assessment, support planning and timely reviews and supporting independence.
  • Working with partners within the community to ensure residents have access to ASC services. 
  • Providing Prevention and Enablement services including Occupational Therapy, Sensory Services and Assistive Technologies for technology enabled care.
  • Leading the Independent Living Centre and the Community Led Support Service.
  • Overseeing the Community Hubs which promote independence and wellbeing in the community. 
  • Managing the Adult Family Connect Service. 
  • Leading the Specialist Safeguarding Service to discharge the Council’s statutory responsibilities under the Care Act. 
  • Leading the Telford and Wrekin Safeguarding Adults Board for Direct Payments. 
  • Overseeing the Specialist Reviewing Team which consists of a smarter care qualified Occupational Therapist, Experienced Social Worker and OTA/AP hybrid role. 
  • Managing the Occupational Therapists who asses those with an illness or disability, to support them to live at home safely and as independently as possible. 
  • Supporting the Principal Social Worker which ensures a focus on excellent practice across Adult Social Care, influencing and driving policy, procedure and business processes that work for frontline staff to deliver quality support to individuals, families, and carers. 

Amanda Benton, Service Delivery Manager for Autism, Learning Disability and Mental Health Community Social Work, Preparing for Adults, DoLS and Carers.

Amanda’s service area works with Experts by Experience to support people with Mental Health needs, Autistic people and people with Learning Disabilities with Adult Social Care services in line with the Care Act 2014, through strength-based practice and co-production values.

In summary the teams are responsible for the following:

  • Providing adult care support for people under the provisions of the Care Act 2014, Mental Capacity Act, Mental Health Act and Human Rights Act.
  • Providing specialist mental health social work service working with partners (including 117 and AMHPs).
  • Leading our Autism and Learning Disability strategies and supporting people in the local community and preparing for adulthood.
  • Delivering Adult Social Work duties through assessment, support planning and reviews.
  • Working with the local community and key partners to ensure the best outcomes for individuals, through community-based support, multi-disciplinary virtual hubs and partnership working.
  • Supporting all young people post 14 years of age with Preparing for Adulthood through transitions.
  • Providing assessment and support under the provisions of the Mental Capacity Act 2005 Deprivation of Liberty Safeguards (MCA DoLS) to protect people who lack capacity to decide about their care and treatment.
  • Leading our All-Age Carers strategy. 
  • Representing Telford & Wrekin Council at the Learning from lives and deaths – People with a learning disability and autistic people (LeDeR) multi agency engagement steering groups and governance panels. 
  • Managing the Carer services including oversight of the carers support services and contract for carer provision and support services.
  • Leading on the Carers peer review 25 hours carers support responsibility and one-off direct payments 
  • Reporting to the Safeguarding Board – DOLS 

Sana Qureshi, Service Delivery Manager for Admission Avoidance, Hospital and Discharge and Better Care Fund and Complex Health Care.

Sana's service area works closely with partners to support safe discharges from acute hospitals using an integrated discharge to assess model. 

“My team utilise enablement opportunities to support the home first principle, we follow people on their enablement journey to remain in their own homes or as close to their community as possible, this can involve safeguarding, mental capacity assessments, care act assessments, the whole ethos throughout our work is the person-centered approach. 

“We also work closely with lots of various people from the voluntary sector, carers, family members, therapists to try to achieve what is important to the person we are working with.” 

In summary the team are responsible for the following: 

  • Supporting people to avoid admission through the Admission Avoidance. 
  • Supporting early discharge planning of people to be discharged from hospital with additional care needs through Intermediate Care / Enablement (complex discharges). 
  • Supporting Case Management of individuals during their period of Intermediate Care/ Enablement through the Telford Integrated Community Assessment Team (TICAT). 
  • Leading the Better Care Fund. 
  • Supporting the system wide urgent care planning and actions to support discharge planning and discharge. 
  • Leading on Winter Planning and Continuing Health Care (CHC). 
  • Delivering ASC Brokerage. 
  • Integrated Care System (ICS) Urgent Care Delivery. 

Michael Bennett, Service Delivery Manager for Admission Avoidance, Hospital and Discharge and Better Care Fund and Complex Health Care.

Michael’s service area works closely with partners to support safe discharges from acute hospitals using an integrated discharge to assess model. 

“My team utilise enablement opportunities to support the home first principle, we follow people on their enablement journey to remain in their own homes or as close to their community as possible, this can involve safeguarding, mental capacity assessments, care act assessments, the whole ethos throughout our work is the person-centered approach. 

“We also work closely with lots of various people from the voluntary sector, carers, family members, therapists to try to achieve what is important to the person we are working with.” 

In summary the team are responsible for the following: 

  • Supporting people to avoid admission through the Admission Avoidance. 
  • Supporting early discharge planning of people to be discharged from hospital with additional care needs through Intermediate Care / Enablement (complex discharges). 
  • Supporting Case Management of individuals during their period of Intermediate Care/ Enablement through the Telford Integrated Community Assessment Team (TICAT). 
  • Leading the Better Care Fund. 
  • Supporting the system wide urgent care planning and actions to support discharge planning and discharge. 
  • Leading on Winter Planning and Continuing Health Care (CHC). 
  • Delivering ASC Brokerage. 
  • Integrated Care System (ICS) Urgent Care Delivery. 

Clare Hall-Salter, Service Delivery Manager for Assurance, Transformation and Financial Management. 

Clare’s service area covers Assurance, Transformation and Financial Management Teams who work to drive forward strategic improvement, transformation, integration and planning and support for Adult Social Care in the borough. We are passionate about striving to improve outcomes for our residents.

In summary the teams are responsible for the following: 

  • Leading the Strategic Assurance associated with the Care Quality Commission (CQC) Regulation and Inspection of Local Authority Adult Social Care.
  • Leading on the development of Strategies, Policies and Business processes.
  • Overseeing Adult Social Care performance management.
  • Development and driving the delivery of Adult Social Care Improvement Programmes.
  • Leading on Digital Transformation – enabling people to interact with care services through digital channels.
  • Business Systems Development – Electronic records case management and financial management systems development and oversight.
  • Adult Social Care Financial Assessment and Case Management for people receiving care and support who may have to pay toward the cost of their care and support services.
  • Appointeeship and Deputyship Financial Services – to act on behalf of a person in receipt of adult social care who is unable to manage their finances themselves due to lacking mental capacity.
  • Partnership Management - Management of the Place Based Telford and Wrekin Integrated Place Partnership as part of the Integrated Health and Care System and associated partnerships.
  • Provider Payments service – Working directly with care providers to ensure a comprehensive and effective care delivery monitoring and payment service is delivered on behalf of Adults Social Care.
  • Leading on Adult Social Care Quality Assurance, feedback from people, audits, quality and complaints management and associated continuous improvement activity in co-production with people with lived experience of social care. 
  • Leading on Adult Social Care Communications, Information and Advice, including Live Well Telford (online directory of services). In line with the requirements of the Care Act 2014 this includes the development and production of an information and advice service that is accessible, intuitive and directs people efficiently and effectively to appropriate information, advice or services in a minimal way that allows people to determine self-help options to assist them to manage their health and care needs and promote independence and resilience.
  • Providing effective and efficient business administration to support all areas of adult social care.

Sara Podmore, Service Deliver Manager for My Options

Sara leads our in-house provider services, My Options. 

My Options provides a wide range of person-centred support to over 350 people to vulnerable people of all ages and abilities.

“We currently provide a wide range of services including; Young People’s Services, Community Activity & Wellbeing services and Supported Living, Supported Accommodation services for those people living in their own or shared accommodation.

“Our services also include a very successful Shared Lives Scheme and Supported Lodgings, and our Stepping Into Work programme where vulnerable adults can develop their skills and confidence as part of their stepping stone to work. 

“We work closely with individuals, parents and carers, commissioners and Local Authorities, and is a trusted and established service.

“Our team are passionate about providing the best to the individuals we support, listening to what people want and making a positive difference to their lives.”

In summary the team are responsible for the following: 

  • Providing Activity, Wellbeing and Care services for children, young people and adults across many sites in Telford 
  • Managing Telford and Wrekin’s CQC registered services including Supported Living schemes, 24/7 care into people’s own homes and the Council’s shared lives scheme. 
  • Leading on Telford & Wrekin Council’s Ofsted registered services including supported accommodation and supported lodgings. 
  • Day opportunity services across Telford, supporting people with PMLD and complex care needs 
  • Leading the ASC Workforce development plan. 

Stacey Norwood, Group Manager for the Commissioning and Procurement Service. 

Adult Social Care Commissioning: Commissioning involves identifying what services local people are likely to need in the future. We work with partners, such as Health and the voluntary and community sector, to support the development of markets to provide the services needed. 

People Procurement: Decisions made in Adult and Children’s Commissioning often mean we must tender services. Inviting external organisations to show that they can provide specific services at the quality and price that the council requires. The procurement teams support and advise colleagues in the procurement, contract management, monitoring and review of adult and children’s services for social care. 

Care Provider Quality Assurance: The Care Quality Monitoring Team works with all care providers. We complete quality assurance reviews and report on the findings. 

In summary the team are responsible for the following: 

  • Managing Adult Place Based Commissioning.
  • Leading on Procurement for ASC and CYP.
  • Managing Telford and Wrekin Social Care Provider Quality. 

Last updated : 14 April 2025

Our staff are at the heart of our organisation. Adult social care is made up of a number of services and teams. Meet a few of our managers and practitioners to understand #WhyTelfordWrekin is where you should be. 

In line with the British Association of Social Workers (BASW) capability framework for Social Work, we recognise the importance of experience and knowledge in our Social Workers. We have used the BASW framework to introduce levels of Social Work within our service.

This is what potential looks like to Isabel Mitchel

Picture of Isabel Mitchell

I am a fully qualified social worker in the Learning Disabilities and Autism team with Telford and Wrekin Adult Social Care. I began my career as a student Social Worker in Telford and Wrekin, gaining my ASYE with the University of Wolverhampton in 2017.

From my first day at Telford, I was made to feel welcome by all my new colleagues, seniors and managers.

As part of this experience, I have been given the opportunity to work with a variety of individuals, and from this I have been given the option and choice to decide which client group I would like to primarily work with. For me, this was transitions and learning disabilities. 

I am now in the Learning Disability and Autism team, which was set up in March 2020, as this team was set up, we went straight into a lockdown. Through the support of the new manager, we were able to come together virtually to develop solutions and respond to the challenges that the pandemic brought as well as maintaining support for the people we work with and their informal/formal carers. 

We are always encouraged to use reflective supervision as part of our continuous development and are given the time to identify and make suggestions for future training and development. 

This is what opportunity looks like to Joanna Clubley

Picture of Joanna Clubley

I started with Telford & Wrekin Council Mental Health team as a newly qualified social worker, where I was supported to complete my ASYE year.

During my interview for the post in mental health, I expressed my long-term aim being that of the role of an Approved Mental Health Professional.

This was again highlighted as my continual professional development at the end of my ASYE. My senior social worker in the mental health team, supported and nurtured my ambition in offering me opportunities to shadow and gain experience needed to apply for the training. 

I did start my Approved Mental Health Professional training and received regular supervision from both my practice educator and practice supervisor, who were both extremely experienced and knowledgeable AMHP's. I found their support to be invaluable, they were both always available to myself and offer time out to allow me time to reflect. However, family commitments impacted on me being able to complete the course. The mental health team, practice educator and supervisor, were incredibly supportive at the time, and the opportunity to return to the course and fulfil my ambition remains available.

I have also progressed within my career to be an experienced social worker now; thanks to the support I have received. I have been encouraged to explore my interest and drive around supporting our service users with a forensic nature, and rehabilitation/recovery work, to a level that I am now recognised as the expert in the field locally. Working in the Telford and Wrekin mental health team has been a rewarding and nurturing experience, I feel fulfilled in my work life, and I have autonomy in my practice. I have achieved so many of my career goals and aspirations, with my next aim being to return to complete my Approved Mental Health Professional training.

Picture of James Kingsfield

This is what support looks like to James Kingsfield

During my time in Telford from when I first started to the present day, which is approaching 5 years, what continues to stand out for me is the support from the team, from the management. For example; flexibility when needed, understanding when feeling unsure of myself, desire to support my progression, regular supervision and accessibility to management, all the way up to Director. 

These qualities make you feel valued and thus you value what you do to make a difference. 

My personal experience working in Telford is one of the best local authorities I have worked for in terms of the support, the inclusion from your colleagues all the way up to the director, the encouragement to continually develop and progress and the faith that higher management have in the social workers. 

We have regular communication days, and this is an example of management’s commitment to keep staff up to date with any changes and show inclusivity. 

This is what innovative thinking looks like to Helen Cottrell

Picture of Helen Cotterell

The world of technology enabled care is growing fast with really exciting developments and innovations. Work in Adult Social Care can be a great opportunity to work with people in a truly creative way by supporting people's outcomes with technology. 

There is a real commitment in Telford to adopt new technologies and keep abreast of the market to ensure that we are working with people in a holistic way. 

We have recently developed Telford’s very own online Virtual House. This idea was developed as a resource tool for members of the public to research the sorts of gadgets and equipment that can support them at home. Concept and design for this project started at an operational level across Assistive Technology, Occupational therapy and sensory services in Adult Social Care. We believed that we could create something new and interesting specifically for Telford residents that didn't already exist within the market. Senior management understood the concept, giving us the autonomy and support needed to create our vision. Working across different service areas within the council to build the technical side was a great experience and ensured that we were collaborating to create something as good as it could possibly be. It was a lot of work to create the Virtual House, but it was worth it - we now have a great product that lots of people are finding helpful. 

Last updated : 5 September 2024

Our social work framework

In line with the British Association of Social Workers (BASW) capability framework for Social Work, we recognise the importance of experience and knowledge in our Social Workers. 

We have used the BASW framework to introduce levels of Social Work within our service.

Our induction plan

Adult Social Care has a dedicated Induction plan which has been developed with staff to incorporate what's important. When you start in your new role your Managers will work through this with you to ensure you get the best start to your new career.

The induction plan includes lists of key contacts and partner agencies that you will arrange contact with.

Our training and development plan

Our dedicated training and development plan for Adult Social Care includes:

  • Pre-Approved Mental Health Professional (AMHP) and Approved Mental Health Professional (AMHP) qualification. 
  • Best Interest Assessor (BIA) qualification (qualification will be transferred as appropriate under LPS). 
  • Practice Educator training. 
  • Dedicated Mental Health Act (MHA) training (in specialist areas including Occupational Therapy (OT). 
  • Emotional resilience and staff wellbeing.
  • Anti-racism.

We value training to be across the board to ensure that all front line workers are supported to do their job.

Our promise to you is that you will have dedicated time on a monthly basis for Continued Professional Development. Consideration is also given for training needs to support our specialist roles for example learning disabilities, autism and dementia.

We have a dedicated Approved Mental Health Professional (AMHP) programme to support practising AMHP's.

We also: 

  • work with our higher education partners to deliver the Social Work Apprenticeship Programme and the Occupational Therapy apprenticeship programme.
  • encourage peer reflection within teams, shared learning with front line staff taking the lead within forums.
  • support a Social Care Practitioner Programme.

Last updated : 5 September 2024

Adult Social Care in Telford and Wrekin is a modern, responsive and forward thinking organisation. 

We support our staff: 

  • to think beyond the obvious, to be creative and forward thinking when supporting individuals, families and carers
  • to feel great job satisfaction in whatever role they do
  • to feel proud of working for Adult Social Care, knowing that they can make a difference to the lives of the people they work with as well as the service.

Staff Perks

Flexible working

  • We continue to support a majority of home working to support a greater work life balance.

Reimbursements 

  • Full reimbursement of your annual Health and Care Professions Council (HCPC) or Social Work England registration fee.
  • Mileage and parking charges are reimbursed

Parking

  • Free on-site parking at office locations.

How will I find a home?

There are many reputable estate agents in the Borough.

Private lettings are available from ‘Nuplace’ who give priority to social work professionals. To rent a home visit the Nuplace website.

You can find information about rewards and benefits of working for Telford & Wrekin Council on our main recruitment pages, the additional benefits listed above are for social work professionals only.

View information about rewards of working for Telford & Wrekin Council

Last updated : 31 July 2024