Appeals process
All children and young people who are in receipt of direct payments will be monitored and the use of direct payments and impact on the child or young person will be reviewed annually by the social care team. This review could lead to an assessment and change in the amount of support assessed as being necessary.
If you do not agree with the level of support that is assessed for you or your child or young person, or a decision to discontinue direct payments, you are able to ask for more information and discuss needs with us for further consideration.
The following process is intended to promote a positive approach to listening to families, ensuring all views are considered and seeking to work through disagreements. Council staff will follow these guidelines to make decisions about eligibility and support plans.
This process does not affect the right of the family to use the complaints procedure at any time or at the end of the process as set out below.
Resolving disagreements
- The family may ask for information relating to how decisions were made in respect of the support assessed as being necessary and proportionate to the identified need and how this relates to the social care plan.
- They may request a conversation with the assessing worker if they do not feel that the assessment of review is not a true reflection of the child or young person’s social care needs resulting from their disability.
- If this is the case, we will work with the family to understand the areas they feel are incorrect and seek to understand why. Where it is evident that DCC has made a mistake, we will correct this without delay and apologise.
- If we cannot resolve the disagreement the allocated worker will escalate to the team, area or locality manager who will respond and provide these details to the family. We will respond in writing but will always offer a conversation for further discussion.
- Where the area of disagreement is not about fair access to support, the family will be encouraged to identify support within the current plan. The Council can re-evaluate its position best after a support plan has been completed and implemented.
- If the family remains unhappy the service manager – appeals will be asked to review the relevant decision. In most cases, a discussion will be offered with the service manager who will consider their point of view and what would make the most difference to them, as a family.
Complaints
If the family feels the issue is not resolved by the Appeals process, they should follow Devon County Council’s Feedback and complaints procedure.