Help outside of office hours The Emergency Duty Service What Kind of Service is Provided?

The Emergency Duty Service is part of Social Care and provides an out-of-hours response to emergency situations involving child protection, child care, mental health and other adult service matters. We provide a contact point for advice and, where necessary, immediate service to individuals and families who are experiencing crisis in their lives. We work closely with other emergency services including Health, Warden Call, Police, Women’s Refuges and the Benefits Agency.

What Areas Does the Service Cover?

• Darlington • Hartlepool • Middlesbrough • Redcar and Cleveland • Stockton-on-Tees

When Can I Contact the Service?

On week days, someone is available from 5pm to 8.30am the following morning. At weekends and Public Holidays, a 24 hour emergency service is provided. In short, you can contact the service whenever your local Social Care office is closed. How Can I Contact the Service?

We can only be contacted by telephone on 01642 524552, minicom 01642 602346. We use trained interpreters if required.

What Happens When I Ring?

You will be asked to give your name and telephone number so one of our Social Workers can call you back. Usually this will be within a few minutes, but if they are all busy on other emergencies, you will be called back as soon as someone is free. Our Social Workers have mobile phones for when they are out of their office. You will not be asked to give any personal details or why you are ringing the service, until the Social Worker rings you back.

Can I Contact the Service if I Already Have a Social Worker?

Yes, anyone can contact us if they are experiencing a crisis which will not wait until the office is open.

Can the Social Worker Visit on a Regular Basis?

No, an Emergency Duty Social Worker is only able to respond to an immediate crisis. Following this if you need ongoing help or support, we can pass a request to your local Social Care office for further assistance. Is the Service Confidential?

Yes, we are bound by the same rules as day time staff. We pass onto them details of your contact with us, sometimes with a recommendation that they follow it up with you.

What if I am Not Satisfied With the Emergency Duty Service?

Stockton Social Care run the service on behalf of all the participating local authorities. You can complain to Stockton-on-Tees Social Care or your local office (if you do not live in the Borough of Stockton-on-Tees).

Further information can be obtained from your local office (listed on the back page) or by asking the Emergency Social Worker.

You may choose to ring or write to the appropriate office with details of your complaint which will be thoroughly addressed.

We are also eager to hear any comments on how we can improve the service or things that we have done well.

Your feedback helps us to constantly improve our service Where to find your local Social Care Office:

Darlington: • Adult Social Care and Child Duty Team Central House Gladstone Street Darlington, DL3 6JX • Tel: 01325 346200 • Minicom: 01325 468504

Hartlepool: • First Contact and Support Hub Civic Centre Victoria Road Hartlepool, TS24 8AY • Voice Tel: 01429 284284 • Text to Telephone: 18002 01429 523872 • Text to Text: 18001 01429 284130

Middlesbrough: • Customer Services Contact Centre 2nd floor, Middlesbrough House Middlesbrough, TS1 2YQ • Tel: 01642 726004 • Minicom: 01642 726980 • Email: [email protected] Redcar & Cleveland: • Access Team Seafield House Kirkleathham Street Redcar, TS10 1SP • Tel: 01642 771500 • Typetalk: 18001 01642 771500

Stockton: • First Contact Team Queensway House Billingham, TS23 2NL • Tel: 01642 527764 • Minicom: 01642 527769 • Email: [email protected] [email protected]

• The following Opening Hours apply to Darlington, Hartlepool, Middlesbrough, Redcar & Cleveland and Stockton: 8.30am – 5.00pm - Monday - Thursday 8.30am – 4.30pm - Friday

Emergency Duty Service:

• Tel: 01642 524552 • Minicom: 01642 602346 This leaflet is available on request in other languages and formats

May 2015 Produced by Xentrall Design & Print Services cesc0067