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General 1 Is your service accessible, consider in general terms how you make your service accessible, in addition to any specific premises issues
Our Mencap Centre is fully accessible for anyone to attend meetings, however family advisor work can take place within the home or other premises.
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General 2 What are the eligibility criteria for your service, please include any age restrictions, types of need catered for, etc
Anyone with a learning disability or a family member with learning disability / mental health.
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General 3 How are referrals / applications made to your service, include details of who can refer/apply and referral and application process
Professionals can refer a family or the family / person themselves can self-refer to the service. A family advisor will then arrange to visit and discuss which piece of work they would like help / advice with. The referrals can be received via phone or e-mail.
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General 4 What is your service standard for responding to referrals / accessing services, include timescales for responding to referrals and accessing services
We aim to respond and arrange a home visit within three weeks of receiving a referral, unless it is urgent.
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General 5 Who provides / funds your service
Local Authority -
General 6 Are children, young people, parents / carers charged for your service
No -
General 8 Feedback and complaints procedure
The service conducts an annual customer satisfaction survey which provides an opportunity to provide feedback and comments on the service. Complaints will be dealt with by the manager in a timely way. However, we are keen to ensure that any issues are addressed by ourselves at the earliest opportunity and complaints and compliments should be addressed in the first instance to the manager of the service verbally or by phone / email as follows:
Name
Telephone
Email
Should the complaint relate to the manager of the service (or dissatisfaction with the way an existing complaint has been handled) then complaints should be addressed to Head of Children and Family Serices as follows: Caroline Austin 01635 41464 caz.austin@wbmencap.org West Berkshire Mencap The Mencap Centre Enborne Gate Enborne Road Newbury Berkshire RG14 6AT -
General 9 How will I know my child is safe using this service
Family advisors is a general service accessed by parents / carers / older clients with a learning disability, however all family advisors have an Enhanced DBS and appropriate qualifications.
West Berkshire Mencap: General Family Advice/Support/Advocacy
The family advisory service provides support and advice to individuals with a learning disability and their families.
This can be in the following ways:
Offering information, advice, guidance, benefits support, helping to fill in forms, support at meetings / appointments and advocacy.
The family advisory service also helps parents and carers with child protection proceedings.
All sessions within the family advisory service are 1:1, however occasionally they can hold small group sessions if required.
Another part of the service is holding information / talks from professionals for the parents / carers to attend.
We run holiday fun days during school holidays - please contact us for details.
Activity Period
Monday to Friday 9.00am to 5pm. Meetings can be arranged outside these times by prior arrangement.
Is referral required?
Yes
Referral and Availability Notes
Professionals can refer a family or the family / person themselves can self-refer to the service. A family advisor will then arrange to visit and discuss which piece of work they would like help / advice with.
Do you cater for special dietary requirements? If so can you provide details?
No
Give details of your SEND provision here
Yes
Local Offer
West Berkshire Council do not promote or endorse any of the services listed in this Directory. For more information on this please read our disclaimer.
Contact details
- Name: West Berkshire Mencap
- Address: Enborne Gate, Enborne Road, Newbury, Berkshire, RG14 6AT
- Phone: 01635 41464
- Website: http://www.wbmencap.org
- Email: caz.austin@wbmencap.org
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