Carers’ Information Guide

In partnership with: NHS , South Police and Fire & Rescue Rotherham Carers’ Corner Contents

Rotherham Carers’ Corner is You can visit us at: n Who is this booklet for? n Support Available from a resource centre for carers, Rotherham Carers’ Corner n What this book will Rotherham Children and developed in partnership with 2 Drummond Street tell you? Young People’s Services for Rotherham Carers. Rotherham S65 1HY Carers n How can I get help? It provides carers with a first n What should I do if I have Telephone: 01709 254809 n point of contact for information, Older People’s Services concerns about a child or advice and guidance. All carers Send us an email: n Physical Disability and Sensory adult abuse? are welcome to visit the centre [email protected] Impairment Services n How to make a Complaint, and access information about n Joint Learning Disability Service Website: Comment or Suggestion social activities, services, carers’ n Mental Health Services assessments, support groups and www.rotherham.gov.uk n South Yorkshire Fire Rescue n Financial Help Services training opportunities. Each week a range of services will be available from Rotherham n Rotherham Carers’ Emergency n The centre is open: Carers’ Corner to support carers. Scheme Monday 9.00am - 5.00pm n Voluntary Organisations who Organisations will provide free n Support for Carers from Health support carers Tuesday 9.00am - 5.00pm drop in services and appointments Services in Rotherham Wednesday 9.00am - 5.00pm covering the following areas: Thursday 9.00am - 5.00pm n Legal Advice Friday 9.00am - 5.00pm n Benefits and Employment Advice Rotherham Carers’ Corner is n Carers’ Forums and Rights Who is this booklet for? a resource available to carers n Carers Support and Peer Groups regardless of who they care for and n Advice & Guidance Information in this booklet will “Care giving” is undertaken by a for how long they care. n Information help you if you are a carer. wide variety of people of all ages n Assessments A carer is someone who looks after and is often spread over many a partner, relative or friend who years. Very often people who carry has a disability or long term illness, out this kind of work do so out and couldn’t manage to live of affection, a sense of duty and independently, or whose health often with a belief that there is no and wellbeing would deteriorate alternative. without the carers help. A parent Caring for someone you love will may also be a carer if they care not always be easy but you can for a child with a disability or long be helped by the right support term illness. services. What this booklet will tell you? Carers Assessment

The information in this booklet n How to get support from the What is a carers’needs assessment? tells you: Health Services in Rotherham A carers’ needs assessment n Carers Forum n Who you should contact if n What support is available from happens when a Social Worker n Carers needs assessments you need to know more about Rotherham Children and Young or Social Services Officer talks to support from Adult Services Peoples Services for carers you about the kind of help that n Community rehabilitation n How to get a Carers’ Needs n What to do if you are concerned you may need and what help and n Day care services Assessment about someone who is a victim support we may be able to give you. This could be with or without n Direct Payments n Where to get financial help of abuse or about someone you think may be abusing another the person you care for being n Domiciliary (home care) and what benefits, grants and present. discounts are available person services n Following the assessment, the best n n Information on the support Fire safety in and about Full Needs Assessments your home outcomes for both a person being available from the Joint cared for, and their carer, need to n Information about services and n Learning Disability Service, How to make a complaint be discussed and agreed with the support for carers Mental Health Carers’ Support n What local and national permission of the person who is n Respite, residential and nursing Team, Older Peoples Services voluntary organisations are being cared for. placements and the Physical Disability and available to assist you in your Sensory Impairment Services Even if the cared for person n Welfare benefits advice. caring role refuses an assessment, a carer can n About Mental Health Services n National Organisations still be assessed in their own right and how to get support Will I have to pay for and have services arranged. services? n About the Carers’ Emergency Scheme Types of support available Carers will not be charged for following an Assessment of services. However, the person Need you are caring for may, following a financial assessment, need How can I get help? n Access to specialist teams to contribute to the cost of the (sensory, therapy, interpreter If you think that you need our help Email: services. However, most people and mental health) then you can ask for advice and [email protected] pay nothing at all. a Carers Needs Assessment by n Adaptations and equipment Fax: 01709 829950 contacting Rothercare Direct. n Adult protection support Text: 07748142816 Telephone: 01709 822330 n Advocacy (Advocacy is Out of hours telephone speaking up for, or acting on number: 01709 336080 behalf of) Direct Payments Physical Disability and Sensory This is a scheme where people are Email: Impairment Services given money directly to pay for [email protected] their own care. The Physical Disability Service The Visual Impairment and Deaf Fax: 01709 829950 provides support for disabled Teams provide support for blind, For more information please Text: 07748142816 people who have a physical partially sighted, deaf, and hard of contact Rothercare Direct sensory impairment between the hearing and deaf blind people of Telephone: 01709 822330 Out of hours telephone ages of 18 and 65, and for their all ages and for their carers. number: 01709 336080 carers. Information on any of the services To obtain further information or above can be made available in a to request an assessment of your range of formats and languages Older People’s Services needs please contact Rothercare including Braille, audio tape and Direct Telephone 01709 822330 large print. Older People’s Services currently n Carers Forum provides support and services for n Carers needs assessments people over the age of 65, and their carers. n Community rehabilitation Joint Learning Disability Service For information on the help n Day care services The Learning Disability Service in The types of support available by available please ring Rothercare n Direct Payments Rotherham is provided jointly by the Joint Learning Disability Service Direct on 01709 822330. Rotherham Metropolitan Borough or in partnership with others n Domiciliary (home care) Council and Rotherham, Doncaster Types of support available n Assessment and Care services and South Humber Health NHS following an Assessment of Need Management (eg Community n Full Needs Assessments Foundation trust (RDaSH) Teams, Assessment and n Access to specialist teams n Information Treatment Unit) including carers (sensory, therapy, interpreter How Do You Get Help? assessments and mental health) n Respite, residential and nursing placements To get a service or other help you n Residential Care (eg residential/ n Adaptations and equipment need to contact the Community nursing homes and respite n Welfare benefits advice. n Adult protection support Team by: services) n Advocacy Telephone: 01709 302834 n Advice and Information and Email Carer Support (eg Rotherham LearningDisabilityService@ Advocacy Partnership, SpeakUp) rotherham.gov.uk n Care in People’s Homes (eg home care, supported living schemes, and Shared Lives) n Day Services (eg day and Services in Rotherham.” You can get resource centres, specialist day this booklet on–line at Financial Help for Carers care). Website: www.rotherham. Some of the main benefits n Caring for at least 35 hours For more detailed information about gov.uk/downloads/file/2011/ are as follows: a week the Joint Learning Disability Service, get_to_know_about_learning_ n Caring for someone who is in there is an accessible booklet “Get disability_services Carer’s Allowance to know about Learning Disability receipt of either Disability Living Carer’s Allowance is the only social Allowance (middle or highest security benefit specifically for rate) care component or carers to claim. Carers Allowance n Attendance Allowance or Mental Health Services is a taxable weekly cash benefit for people aged at least 16 who n Constant Attendance The Mental Health Services n Carer breaks are giving regular and substantial Allowance at or above the normal maximum rate with an provide assessment and support n Carers Forum care to a severely disabled person for people aged 16 to 64, their for at least 35 hours a week. Carers industrial Injuries Disablement carers and young carers. n Education and training Allowance does not depend on Benefit or the basic (full-day) rate with a War Disablement Referrals to the team can be made n Encourage leisure activities and National Insurance contributions. pension through a number of sources. community involvement Claiming Carers Allowance could affect the benefits of the person Initially people seek support n Encourage problem solving You may have to pay tax on your through their G.P., where they can for whom you are caring. You Carer’s Allowance. n be referred for specialist Mental Help in a crisis/emergency should get advice about this before claiming. The amount of savings you Health Services. To get more n Liaison with Care Co-ordinators have does not matter for Carer’s information, advice and support or n Promote carer health and Allowance. request an assessment contact the Who can get Carers wellbeing You can obtain further information Carers Support Team on: Allowance? about Carers Allowance or n Promote carer rights The main rules for claiming Carers Telephone: 01709 447477 download a claim form on 01709 447476 n Provide information Allowance are: Website: www.direct.gov.uk n Referral to benefits n You are age 16 or over Types of support available or following an Assessment of Need n Signposting n Meet condition about which country you live in Telephone Benefits Enquiry n A flexible visiting service n Support work and social work line: 0800 88 22 00 involvement n Earn no more than the n Active involvement in Carer Text: 0800 24 33 55 Support Groups ‘earnings limit’ Carers Allowance Unit: n Advocacy n You are not in full-time education (21 hours or more of 0845 60 84 321 n Assessment and exploration of supervised study each week) Textphone: 0845 60 45 312 carers’ needs The minimum age for claiming the This may be due to something like: Disability Living Allowance (D.L.A.) Mobility Component is five for the risk of falling, dementia, mental lower rate and three for the higher health problems, epilepsy. n Claimants have to be aged What is the Mobility rate. under 65 when they first apply Component? The Care Component has three for D.L.A. There is a fast-track rates: The Mobility Component has two What is the Care system for assessing D.L.A. rates. Component? n The lowest is paid if people claims if people are terminally need a small amount of help Babies and young children can also ill, called the Special Rules. n The lower rate is paid to with personal care tasks during people who can physically walk, claim the Care Component. The n D.L.A. is a tax free benefit for the day, and/or if people aged but who need a lot of help Care Component is paid to people children or adults who need 16 or over cannot cook main from other people in terms of who need a lot of help because a lot of help with personal meals for themselves. guidance and supervision when of physical or mental impairment care and/or help with getting walking outdoors, because of or illness. The Care Component n The middle rate of the Care around. D.L.A. is paid on top of physical or mental illness or is based on what help people Component is paid if a lot of all other income and savings. impairments. No account will “reasonably need” and not just help is needed either during the n D.L.A. has two parts and be taken of people’s ability on what help people are actually day or at night. people can claim one or both to use familiar routes on their getting. Basically there are two n The highest rate is paid if a lot of them. They are called the own. Some examples of people types of help which are looked at of help is needed both during Mobility Component (help with who may qualify for lower rate for the care component: the day and at night. getting around) and the Care Mobility Component are: vision n The need for help with personal Further information can be found Component (help with personal impaired people, people with care tasks like dressing and care). learning disabilities or mental undressing, bathing, seeing and Text: It is a good idea to give as much health problems. communicating. www.direct.gov.uk/disability information as possible with D.L.A. n Higher rate Mobility n The need for a lot of supervision Telephone Benefit Enquiry claim forms. It may also be helpful Component is paid to several in order to avoid danger to the Line: 0800 88 22 00 if someone like your doctor or groups of people, for example, claimant or to other people. Text: 0800 24 33 55 social worker fills in the statement people who cannot walk at on the form. If your D.L.A. claim is all, people who have physical turned down, or you think it has walking difficulties, people who been awarded at the wrong rate, have no legs or feet, people for you can ask for the decision to be whom walking endangers their looked at again. The usual deadline physical health, people who for doing this is one month from have both a visual impairment the date of your decision letter. It and a hearing impairment, is a good idea to get independent some people with severe advice about challenging decisions. behavioural problems. Attendance Allowance Income Support and Claimants have to be aged 65 those for the middle and highest Pension Credits or over when they first apply. rates of D.L.A. Care Component. Attendance Allowance is a tax free As with D.L.A, you can challenge You and/or the person you care for Credits if you are not sure whether benefit for people who need help Attendance Allowance decisions may be entitled to claim Income you can get them. with personal care and/or who which you are not happy with. Support if you are aged under To make a claim for Income 60, or Pension Credits if you are need a lot of supervision because It is always a good idea to get Support phone aged 60 or over. These are means- of physical or mental impairment independent advice about this. 0800 0556688. tested benefits paid to people on or illness. Attendance Allowance For independent and confidential a low income. For Income Support, If you are 60 or over phone is paid on top of all other income advice about making a claim as well as being on a low income, the pension service on and savings. There is a fast-track please contact any of the advice you will have to meet other criteria 0845 6060265. system for assessing Attendance providers such as CAB, FACE, such as being a carer, or being a Allowance claims for people who R-Dis, or the Welfare Rights lone parent with young children. are terminally ill called the Special Service. Contact details for these Rules. are listed at the end of this section. Income Support or Pension Attendance Allowance has Attendance Allowance claim Credits may also provide help two rates, and the Attendance forms are available on request with mortgage interest payments. Allowance criteria are the same as by calling 0113 2309000 or These benefits can often be paid as a top-up to other benefits such as Retirement Pension. Always try making a claim for Income Employment and Support Support or Pension Allowance (ESA) In October 2008, ESA replaced ESA has both a contribution-based Housing Benefit and Incapacity Benefit and Income part, and an income-related part. Support for new claims from The income-related part may lead Council Tax Benefit disabled people. ESA is paid to to help with mortgage interest disabled people who can’t work, payments. This is a system of rent rebates not by the Department of Work or who could only do limited work. For more information contact and help towards Council Tax and Pensions. The minimum age for claiming Jobcentre Plus on 01709 343000 liability paid to people on a low For more information and ESA is sixteen, and claims can’t be or to make a claim contact the income. Housing Benefit and claim forms phone Rotherham made after pensionable age. telephone helpline on 0800 Council Tax Benefit are paid by Borough Council on 0556688. Rotherham Borough Council and 01709 336006. Council Tax: Discount for Carers Help from the Family Fund

Carers may be entitled to reduced n An increased rate of The Family Fund gives grants For more information contact: Council Tax payments. However, Disablement Pension. and information to carers of The Family Fund Trust, 4 Alpha severely disabled or seriously ill Court, Monks Cross Drive, there will be no reduction if the There is also a “disability reduction children aged 17or under. To apply York, YO1 9ZX, person being cared for is the carer’s scheme” for Council Tax. This for grants, carers must have a spouse or partner, or a child under means that carers may be entitled Telephone: 0845 1304542 household gross annual income of 18 years of age. To get a reduction to a reduction in Council Tax if, 01904 621115 £23,000or less and must not have the carer must be living in the same for example, the property has an property as the disabled person. more than £18,000 savings. Website: additional room predominantly www.familyfundtrust.org.uk. The carer must be caring for over used by the disabled person being Grants can be made to help with 35 hours a week and the person cared for. things like holidays, washing being cared for must be getting: machines, bedding, clothing and For more information and claim n driving lessons. Higher Rate Attendance forms phone Rotherham Borough Allowance; or Council, on 01709 336006. n Highest rate care component of Disability Living Allowance; or What is the Carers’ Emergency Scheme? Community Care Grants Have you ever wondered what How does the service work? would happen to the person you You and/or the person you care for the community or to help families A worker will visit you and together care for if you were involved in an may be able to get a discretionary under exceptional pressure. you will record your preferred accident or an emergency? Community Care Grant from the Grants may be paid to buy things emergency arrangements. This will Social Fund at the Department of like clothing or furniture or to The Rotherham Carers’ Emergency include the names of two people Work and Pensions. The person help with travelling expenses, for Scheme is a FREE service designed (friends, relatives or neighbours, who applies for a Community Care example. Grants will be reduced by to help you if you are faced with known to the cared for person) who Grant must be getting Income any savings which the applicant an emergency of your own and Social Care Services can contact if Support, Pension Credit income- has over £500, or £1000 for people you are worried about what would there is an emergency. related Employment and Support happen to the person you look aged 60 and over. (Some loans are n If there is no one who can assist Allowance or Income-based after. Adult Services will assist also available from the Social Fund, then we will meet, with as little Jobseeker’s you in making arrangements for but these have to be paid back.) disruption as possible, the cared emergency cover for the period in Allowance. Grants may be paid, for for person’s needs For more information contact which you are unable to care. example, to help people to remain Jobcentre Plus 01709 343000 or to living in the community, to help make a claim contact the Telephone people to set up home in Helpline 0845 6088671 n Rothercare (a 24 hour service) You will need to tell us about any will hold the information about changes in your circumstances and Rotherham Health you and the person you care for. those of your named contacts, such This information is completely as address and telephone number Services Support for Carers confidential OR a change of the contacts you Health Needs n You will be issued with a key wish to use. Many carers devote a great deal of n Signpost you to other sources of ring, mobile phone sticker or a How do I join the scheme? credit card size card containing time and care to making sure that support. Rothercare’s telephone number. If you are interested in joining the the person they care for remains n Inform you that they can ask These should be carried with scheme please contact as healthy as possible. It is just as Adult Services for an assessment you at all times Rothercare Direct important to ensure that carers of your own needs. look after themselves too. n In the event of an accident or Telephone: 01709 822330 n If appropriate, the GP will ask emergency anyone finding the It is useful to contact your GP the person being cared for number will be able to contact Email: sooner rather than later if you have whether its OK for their health Rothercare. Staff will look up the [email protected] any worries about your health, as information to be shared with carer’s emergency plan and put this will give them the opportunity their carer. it into action Fax: 01709 829950 to address your health issues in the For the treatment of minor illnesses Text: 07748142816 early stages. What are the benefits or injuries, that cannot wait until Your GP may offer some or all of you can make an appointment to carers? Out of hours telephone the following: number 01709 336080 with your GP, you can visit the It will give you peace of mind, or n A physical and emotional health Walk-in Centre based in the knowing that if anything happens Rotherham Carers’ Corner check whenever an opportunity Community Health Centre. You do to you, at any time of the day or arises. not need to make an appointment. night, the emergency plan will be 2 Drummond Street, It is open all week, from 8am to put into action. Rotherham S65 1HY 9pm, including bank holidays and offers a range of services, including What are my responsibilities Telephone: 01709 254809 health information, advice and if I join the scheme? Email: treatment for a range of minor You will need to make sure that [email protected] illnesses and injuries. you have discussed the emergency Website: plans with the contacts you have Telephone: 0333 200 4054 www.rotherham.gov.uk named and they have agreed to be Website: part of the plan. www.rotherhamwalkincentre.co.uk Community Health Centre, Greasbrough Road, Rotherham S60 1RY There are a number of local NHS services that can help you with queries and concerns: NHS Continuing Care You may be looking after someone having a ‘primary health need’ Patient Advice and Liaison Service who could be entitled to NHS and have a complex medical for Primary Health Services Continuing Care or a monetary condition and have substantial contribution towards their care and ongoing care needs. in a care home. Continuing The Patient Advice and Liaison PALS Not everyone will be eligible Service (PALS) which is designed NHS Rotherham, Oak House, Healthcare is health care arranged for NHS Continuing Care. To be to help patients, their relatives Moorhead Way, Bramley, and funded by the NHS. It can considered for an assessment for and carers with any information, Rotherham S66 1YY be provided in any care setting this you should contact either such as at your own home or in a concerns or queries they may have Patient Services at Rotherham your GP, district nurse, community about NHS services. nursing home. To be eligible for matron or social worker who can Hospital is available Monday to NHS continuing care, the person The Patient Advice & Liaison Friday 8.30 am to 5.00 pm discuss the eligibility criteria and you care for must be assessed as assessment process with you. Service is available Monday to There is an answer phone Friday 10 am to 4 pm. available out of office hours There is an answer phone service Free phone: 08009 531303 available out of office hours Where is Rotherham District Telephone: 01709 307646 Telephone: 01709 423030 Write to: Patient Services, General Hospital? Email: health.enquiries@ Rotherham General Hospital rotherham.nhs.uk Moorgate Road, Rotherham District General Information about the bus Rotherham S60 2UD Hospital is approximately 1 mile services to and from the hospital from the town centre. The address can be obtained by phoning and telephone number is: 01709 515151. Rotherham District There is a large car park with NHS Direct General Hospital spaces for people who have a Blue Moorgate Road, Rotherham Car Badge. If you need to reserve NHS Direct can also offer advice South Yorkshire S60 2UD. a parking space for a disabled and information about availability Telephone: 01709 820000 person then you can do this by of appropriate local healthcare phoning 01709 304393. services; they can be contacted on Website: www.rotherhamhospital. Visiting times vary, please contact Telephone: 0845 4647 trent.nhs.uk the relevant ward for details. What happens if the person I care Support Available from Rotherham for is admitted to hospital? Children and Young People’s

The person you care for will receive this with the nurse in charge Services for Carers a letter outlining what they need to of the ward as there is no bring with them when attending the accommodation for carers. Many Young People within Carers Service for more advice. hospital. Rotherham are helping to care for a Barnardo’s works closely with n Carers are able to meet parent or sibling. families, RMBC and local agencies Upon arrival, if the patient agrees, with medical staff any other Rotherham Young Carers service to provide alternative care to give carers are encouraged to take part members of the team involved in works with young people aged young carers the opportunity to in the admission process. the patient’s care to discuss the 8-18 years, and offers guidance/ have a break. care plan and progress providing With the patient’s permission, advice and support. We also offer the patient agrees. Barnardo’s Rotherham Young carers’ explanations and the young people activities during Carers Service descriptions of what has happened Discharge Arrangements the school holidays, giving young c/o The Junction, to the patient would be useful in carers a break and a chance to 10 Nightingale Court, The hospital staff, with the patient’s the early stage of any hospital get together as a large group. The Nightingale Close, Moorgate permission and where appropriate, admission. service also provides training and Rotherham S60 2AB will involve carers in the discharge advice to other services and schools During the Patient’s planning process and arrangements. in contact with young carers. Telephone: 01709 377157 Hospital Stay Carers are encouraged to discuss If you know anyone that you feel Fax: 01709 377162 n Carers are encouraged to be discharge arrangements with the would benefit form the service Email: rotherham. involved in the care of the person ward staff as early as possible please contact Rotherham Young [email protected] they usually care for whilst they during the patient’s stay in hospital. are in hospital, providing the patient agrees to this. Outpatients Appointments Services for Parent Carers of n When a patient has special Every effort will be made to needs or communication accommodate carer commitments Children with a Disability difficulties the carer is able to when making follow-up appointments for the patients after The Children’s Disability Team educational needs assessment stay with the patient during the will asses children with a disability and may be attending a special they leave hospital. day. Visiting outside of routine and also their carers who meet the school. hours can be negotiated with the However, carers are encouraged criteria for the team. n Children who have profound nurse in charge of the ward. to inform ward staff as soon The team accepts referrals for: long term (over 6 months) or n Carers who wish to stay as possible of any specific n permanent physical disabilities overnight need to discuss requirements. Children who normally have been the subject of a special which seriously limit activities of daily living. n Children who have severe If you would like more information developmental delay, that is or would like to speak to someone Do you know someone who is a where there is evidence that about services for your child you can their activities, physical, social or contact the Duty Team at: vulnerable person? educational are seriously limited. Rotherham Children and Young A vulnerable adult is someone who is: n Is frail due to age n Children with complex and life People Services, n n limiting health difficulties arising Is aged 18 or over who may Has mental health problems or Orchard Children’s Centre, need help dementia from their disabilities. St. Bede’s Road, Masbrough, n n n Services for children with multiple Rotherham S60 1HG Is unable to take care or Has a drug/alcohol problem protect themselves n disabilities and their carers are Telephone: (01709) 382121 Has a physical illness n provided through different Has a learning/physical or n Has a brain injury teams working together. sensory disability

End of Life Are they being abused?

As a carer of someone who is financial support, work issues and Vulnerable adults are being n Financial or material nearing the end of their life, what to do when someone dies. physically, emotionally, financially – misusing or taking someone’s you will play a vital role in the There are various organisations or sexually abused, discriminated money, property or other provision of their care. You might who can help you such as the against or neglected by others. belongings without their need practical and emotional Hospice, CRUSE and Macmillan Some examples of abuse include: agreement or consent. support before and after your nurses. The contact details for n n Physical – hitting, slapping, Neglect – leaving someone bereavement. For example you these organisations are listed at with no food, heating, leaving may need information regarding the end of this booklet. punching, burning, pushing, kicking them dirty and without clean the likely course of the illness, clothes, over/under medicated, n Emotional – shouting, denied access to equipment swearing, bullying, taunting, such as hearing aids or walking What should I do if I have humiliating frames, being isolated. n Sexual – forcing someone n Discriminatory – bullying concerns about adult abuse? to take part in a sexual act linked to race, age, religious against their will, inappropriate belief, gender or sexuality, All adults have the right to be safe Some individuals are less able touching, showing pornographic disability, from harm and should be able to protect themselves than material, someone exposing to live free from fear of abuse, others and this may make them him/herself, abuse of power to neglect and exploitation. vulnerable to abuse. gain sexual satisfaction n Within an organisation – can Abuse can take place anywhere or occur when the culture and/or by anyone. Often the abusers are RMBC/Health Services regime of an organisation people known and trusted by the results in the service users being vulnerable adult. How to make a Complaint, mistreated, denied choice or If someone is in immediate danger excluded. Comment or Suggestion 4 Call a doctor or call 999 in an Abuse is any action or omission that emergency for an ambulance If you would like to make a colleagues or services can learn harms another person- it can be: complaint on behalf of the person from us. Any compliments we 4 If you think a crime has been n you care for please make sure do receive will be written down The result of a single or committed call the Police you have their permission. We will and given to the manager of the repeated acts straight away n Accidental or as the result contact both of you for further service which is doing well. 4 Anyone can ring in confidence details. of lack of knowledge or or anonymously, can email, fax How to contact us understanding Making a Complaint - If you are or visit in person Who shall I contact? n unhappy with the service that you Done with intent to harm Contact Rothercare Direct have been given then please tell For complaints/compliments n Against the law 01709 822330 us. In lots of cases we can sort out about RMBC Adult Services please your problem and use what you contact: tell us to make our service better. The Complaints Manager, If we can not do this we have a Safeguarding Children and formal complaints process to fully (FREEPOST LICENCE NO RH 10), consider your complaint. If you Neighbourhoods and Adult Services Young People make a complaint it will not affect Rotherham S65 1HX any of the services you get or may Tel: 01709 823937 n Please share your concerns n childrenssocialcareaccessteam get in the future. @rotherham.gov.uk Text: 07554 436538 Access Team Telephone: Making a Comment - Your views www.rotherham.gov.uk 01709 823987 Out of Hours: 01709 364689 are important to us so please let South Yorkshire Police: us know if you have anything to Email: complaints@ Telephone 101 tell us to make our services better. rotherham.gov.uk We will let you know we have In person: at our Customer received your comment within Service Centres or at any three days, and get in touch with Council reception point you as soon as possible. Text: 07554 436538 Paying a Compliment - If For complaints/compliments you think we have done well about other RMBC services then please tell us so that other please contact……. For complaints/compliments For complaints/ compliments They will also fit a free smoke n Call 999 and ask for the fire about a GP practice, Dentist, about Rotherham Hospital (The alarm if your house is without one service. Optician or Pharmacist, please Rotherham NHS Foundation Trust) and explain how to maintain it n If you are unable to get out, contact the practice manager in you may want to first speak to correctly. stay together in one room near the first instance, or, if you want a nurse, doctor or receptionist. There are a number of other an open window and wait to be to speak to someone not involved, However if you want to speak things you can do to stay safe in rescued. contact: to someone not involved, please your home, including: contact: To arrange your Home Safety Patient Advice and n Make sure you have an Check, or for general fire safety Liaison Service Patient Services evacuation plan advice, call 0114 253 2314. NHS Rotherham, Oak House The Rotherham NHS n Don’t smoke in bed A member of our community Moorhead Way, Bramley Foundation Trust n Don’t overload electrical safety team will call you back to Rotherham S66 1YY Moorgate Road, sockets arrange the visit. Tel: 01709 423030 Rotherham S60 2UD In an emergency Telephone 999 Tel 01709 424461 n Take care if using candles And remember - if you discover a For non-emergencies or to report fire in your home: other information Telephone 101 n Do not investigate, get everyone out and stay out. Do South Yorkshire Fire not stop or go back. Rescue Services - Community safety protect your home & family Older People with a free home safety check Older people may feel more n Some companies operate a South Yorkshire Fire Rescue Firefighters or community safety vulnerable to some crimes, but password scheme for older Services – community safety staff will visit your home at a are actually less likely to become or vulnerable customers victims. A few simple steps can where their representatives Protect Your Home & Family With convenient time to carry out the A Free Home Safety Check Home Safety Check. During the also help reduce your risk of crime. are expected to confirm a visit you can get advice on: n password to prove they are Did you know that South Yorkshire Consider joining the n genuine. Fire & Rescue offers a free Home How to make your home safer community alarm scheme Safety Check service, including the n What to do in the event of a fire (Rothercare) to use if you trip n Don’t keep large sums of cash fitting of smoke alarms? or fall, or are feeling at risk at at home – use a bank account n What to do if you are trapped home. instead. by a fire n Many areas run schemes n Don’t keep large sums of cash specifically aimed at assisting at home – use a bank account Bogus Callers older people with their instead. Most people who call at your Do not use a phone number on home security and general n Many areas run schemes home will be genuine, but very the identity card, as this may maintenance. specifically aimed at assisting occasionally someone may be fake! You should ask for advice from the older people with their turn up unannounced, with the police, local authority or voluntary home security and general Bogus callers may be smartly intention of tricking their way into group. maintenance. dressed and claim to be from your home. the council, police or utility www.homeoffice.gov.uk/ You should ask for advice from the If someone calls on you: companies. They can also turn crimevictims/how-you-can- police, local authority or voluntary up as builders or gardeners preventcrime/bogus-callers group. n LOCK – Keep your front and back doors locked, even when and try to trick you into paying Home Office leaflet:‘How to beat www.homeoffice.gov.uk/ you are at home. for unnecessary work. You the bogus caller’ crimevictims/how-you-can- should never agree to having www.ageconcern.org.uk preventcrime/bogus-callers n STOP – Before you answer, work done by someone who stop and think if you are www.helptheaged.org.uk is just passing by. If you think expecting anyone. Check that work needs to be done, get at Older people may feel more you have locked the back door least two quotes from other vulnerable to some crimes, but and taken the key out. Look companies. If you think a are actually less likely to become through a spy hole or window bogus caller has called on victims. A few simple steps can to see who it is. you, report it to the police also help reduce your risk of crime. n CHAIN – If you decide to open immediately. n Consider joining the community the door, put the chain or door If you have any doubts, KEEP alarm scheme (Rothercare) bar on first, if you have one. THEM OUT! to use if you trip or fall, or are Keep the bar or chain on while feeling at risk at home. you are talking to the person n Some companies operate a on the doorstep. password scheme for older n CHECK – Even if they have a or vulnerable customers pre-arranged appointment, where their representatives check their identity card are expected to confirm a carefully. Close the door password to prove they are while you do this. If you are genuine. still unsure, look up a phone number in the phone book and ring to verify their identity. Victim Support can help you If you want to report a hate crime Hate crime and hate incidents report a crime – they may even be or incident but do not want to able to go with you to the police. call the police local community or Hate crimes and hate incidents Tell someone – STOP hate crime Telephone: 01709 361076 voluntary groups, Council Customer are directed against people n If you believe it was due to Service Centres or libraries may Email: supportline@ because of some aspect of who your race, faith, transgender be able to take your report or tell victimsupport.org.uk they are, or because they are in identity, sexual orientation or you what other local organisations some way seen as being different disability, you should say so to Crimestoppers on 0800 555111 might be able to help. – typically, because they are the police. You can ask them to from an ethnic minority or visible keep any personal information religious minority, because of their about you confidential. sexual orientation, transgender identity, or because they have n If it has happened more than Tackling anti-social behaviour a disability. Hate crime can be once, you should also tell the any crime. A hate crime is any police. You should also tell them Anti-social behaviour is any Sometimes, anti-social behaviour incident that constitutes a criminal if the seriousness has changed. activity that impacts on other may be targeted at specific offence, perceived by the victim n If you want special people in a negative way; it individuals or households; or any other person as being arrangements for the police includes a variety of behaviour however, anti-social behaviour motivated by prejudice or hate. to make contact with you, you covering a whole complex of can also be a result of more Hate Incidents can feel like crimes should let them know what selfish and unacceptable activity general circumstances, such as to those who suffer them and these are. that can blight the quality of an atmosphere of intimidation, often escalate to crimes or tension community life. or thoughtlessness, for example n You can report it directly to in a community. For this reason noise nuisance caused by late your local police or at Examples include: the police are concerned about night fireworks. Either way, it www.police.uk incidents and you can report non- n Nuisance neighbours shouldn’t be tolerated. crime hate incidents. The police n You can use assisted reporting n Intimidating groups taking over can only prosecute when the law is sites like www.report-it.org.uk public spaces broken but can work with partners n If your child is suffering hate n Vandalism, graffiti and fly- to try and prevent any escalation crime at school, make sure you posting in seriousness. tell the school and find out n People taking and buying drugs If you have been the victim of a what they are doing about it. on the street hate crime or hate incident, you n In an emergency you should n People dumping rubbish and can report it to the police. The always ring 999. police can build up a picture of abandoning car If you can’t report it in person, what is happening in their areas to n Anti-social drinking stop it happening again. there are organisations to help you: Domestic violence Voluntary Organisations who

Anyone can experience domestic n The most important thing you Support Carers violence –it can happen in all kinds can do is tell someone you trust. of relationships, regardless of age, n Never be afraid to ask for help. Domestic violence race, gender, sexuality, disability, wealth, geography and lifestyle. n You may decide to report your abuser to the police. If you care for a partner, relative The forum provides the Unfortunately, women are more Remember, in an emergency or friend who is ill, disabled has opportunity to discuss and provide likely to be at risk in the home, always call the police by mental health difficulties, a feedback to the Council and gives and statistics show that one in dialling 999. learning disability or who is an carers the opportunity to share four women experience domestic older person then you may be their views about local services You may decide to leave the house violence in their lifetime, although interested in coming along to and help improve new and and go to a friend’s or relative’s it also affects men. Everyone has a Rotherham Carers Forum. existing ones. right to be safe in their own home house, or to a refuge or hostel and all statutory services (such for women. If you do decide to You will be able to meet other For further information on as the police, Crown Prosecution leave, take important documents carers in a friendly and informal meetings or opening times please Service, housing department and with you, such as your marriage setting and share information, call 01709 254809 or 01709 Adult Social Care) have a duty to certificate and birth certificate, any experiences and perhaps offer 254138 provide services to all victims of court orders, your passport and support to one another. domestic violence and to bring health records. Only leave when it perpetrators to justice. is safe to do so. Domestic violence is rarely a Domestic Violence: Helpline one-off event. Physical and sexual Freephone 24-hour 0808 2000 247 abuse tends to get frequent and Women’s Aid: Helpline more severe over time. [email protected] Domestic violence accounts for Broken Rainbow: lesbian, 35% of all homicides in the UK. gay, bisexual and transgender domestic violence forum Getting help 08452 60 44 60 If you are experiencing domestic Foreign and Commonwealth violence, you may feel as if you Office advice on forced marriages have nowhere to go, or no-one to 020 7008 0135/020 7008 0230 turn to. That is not true. Men’s Advice Line and Enquiries (MALE) 0845 064 6800 Face Advice Centre Fax: 01709 388445 Other Local Organisations that Ferham Advice and Community Offers practical and emotional Support Carers Enterprise, 118 Ferham Road, support, information and Holmes, advice for people with learning Rotherham S61 1DY disabilities, their family and carers. Age Concern Rotherham Provides free, confidential and Tel: 01709 740050 49-53 St Ann’s Road, impartial advice and information United Multicultural Centre Email: [email protected] Rotherham S65 1PF on most issues. 59-63 Carlisle Street www.faceadvice.org.uk Tel: 01709 829621 Rotherham S65 1HA Community Transport Free and confidential advice/ Email: info@ageconcern- Tel: 01709 360036 Erskine Road, information on benefits, housing rotherham.org Rotherham S65 1RF problems, money problems, Email: [email protected] www.ageconcernrotherham.org.uk Tel: 01709 517100 filling out forms, rights at work, www.umcc.org.uk Provides support, information and www.ctinsy.eu immigration issues. Offers training opportunities and advice to older people and their other social activities for women. carers. Provides safe, accessible and Headway affordable transport for people Kirk House, Browning Road, Multiple Sclerosis Society who are unable to use public Alzheimer’s Society Herringthorpe 5 Jardine Street, Wombwell transport. Mexborough Business Centre Rotherham Barnsley S73 0JQ College Road, Crossroads Care Rotherham Tel: 01709 835835 www.mssociety.org.uk Mexborough S64 9JP Unit H, The Point, Bradmarsh, Email: info@headwayrotherham. Information and support for Tel 01709 835836 Rotherham S60 1BP co.uk people with Multiple Sclerosis and Email: alzheimers@ Tel No: 01709 360272 www.headwayrotherham.co.uk their families. rotherhambranch.freeserve.co.uk www.crossroadsrotherham.co.uk To promote understanding of Website: www.alzheimers.org.uk Parkinson’s Disease Society all aspects of brain injury and Offers advice and information Down’s Syndrome Association 39 Lathe Road, to provide information support Rotherham for families affected by dementia Tel: 01709 541807 and services to people with brain Tel: 01709 540709 problems. Email: [email protected] injuries, their family and carers. Email: [email protected] Citizens’ Advice Bureau www.downs-syndrome.org.uk Mencap www.parkinsons.org.uk Provides information and support Wellgate Old Hall, Rowan House, Mountenoy Road for parents and carers of people Help for people with Parkinson’s 120 -126 Wellgate, Rotherham S60 2AJ with Down’s Syndrome. Disease and their families. Rotherham S60 2LN Tel: 01709 388440 Tel: 01709 515680 Email: [email protected] www.citizensadvice.org.uk www.mencap.org.uk Relate www.mind.org.uk Royal National Institute for Emotional support and a listening Premier House, Carolina Court Supports and empowers people the Blind ear for people in situations of Lakeside, experiencing mental health and Norfolk House, Walker Place, isolation or despair. Doncaster DN4 5RA emotional problems and their Rotherham S65 1HX Scope: Rotherham Day Services Tel: 0845 1304016 carers. Tel: 01709 370933 Kirk House, Browning Road National Phone line: Rotherham Talking Newspaper www.rnib.org.uk Herringthorpe, 0300 100 1234 Association Provides help, advice and Rotherham S65 2LG Email: relatesouthyorkshire@ The Millennium Centre, information for anyone with a Tel: 01709 830820 relate.org.uk sight impairment. 220 Badsley Moor Lane, Email: [email protected] www.relate.org.uk Tel: 01709 822 330 Rotherham S65 2QL www.scope.org.uk Provides counselling, sexual therapy Tel: 01709 373163 Fax: 01709 82 99 50 and other services to help with Day service and support for adults Email: rothernewstalk@ Email: assessmentdirect@ with Cerebral Palsy. difficulties in marriage or in any btconnect.com rotherham.gov.uk/ other adult couple relationship. [email protected] www.rotherham.gov.uk SYCIL in Rotherham Rotherham Hospice www.rothnewstalk.co.uk c/o Rotherham Central Library Royal National Institute for Ground Floor, Walker Place The Rotherham Hospice, Offers audio cassettes of local the Deaf Broom Road, news and magazine items to Rotherham S65 1JH REWS, Chesterton Road, Tel: 01709 373658 Rotherham S60 2SW people who have difficulty in using Eastwood Trading Estate, Tel: 01709 308900 printed matter. Rotherham S65 1SX Email: [email protected] www.sycil.org Email: fundraising@ Rotherham’s Women’s Refuge Tel: 01709 302266. rotherhamhospice.org.uk Management (Voice and textphone) Information and advice service for www.rotherhamhospice.org.uk www.rnid.org.uk disabled people, their carers and Association (contact via professionals. Provides palliative care for patients Samaritans, Police, Social Services Help, advice, information and suffering from progressive illness or Citizen’s Advice Bureau) equipment for anyone with a Tassibee and support for their carers. Provides hostel accommodation, hearing impairment. (Asian Women’s Group) Rotherham MIND escort service, emotional support Samaritans 36 Godstone Road, and counselling for victims of Rotherham S60 2PU Amberley Court, domestic violence. 22 Percy Street, 101 Effingham Street, St. Ann’s Rotherham S65 1ED Tel: 01709 377750 Rotherham S65 1BL Tel: 01709 361717 Email: [email protected] Tel: 01709 367648 www.samaritans.org www.tassibee.co.uk Email: rotherhammind@ Asian women’s training, education talk21.com and social project. Victim Support Rotherham Tel: 01709 822345 who have experience of dealing of information is also available Branch (Urdu, Punjabi, Miripuri or Pushto) with the problems faced by carers on the website including benefits RAIN Building, Eastwood Lane, Money Advice: such as: advice and practical help. Rotherham S65 1EQ n Tel: 01709 822329 Benefit advice. They can do a Princess Royal Trust for Carers Tel: 01709 361076 benefits check to make sure Benefits advice for disabled Unit 14, Bourne Court, Email: rotherham.vs@ children and their families, people you are getting everything you are entitled to; Southend Road, Woodford Green, victimsupport.org.uk who are terminally ill and people Essex IG8 8HD n www.victimsupport.org.uk receiving non-residential social Confusion over social care Tel: 0844 800 4361 services, such as home care, services and knowing the kind Provides confidential support and www.carers.org information to people who have and their carers. Debt Advice for of services you might expect; The Princess Royal Trust for Carers been affected by crime. people living in Rotherham. Advice n Unhappiness about a decision, is one of the largest providers is also available in Urdu/Punjabi/ CarersLine will advice you Voluntary Action Rotherham Mirpuri. Home visits available by of comprehensive carer support about how to complain services in the UK providing The Spectrum, Coke Hill, appointment. effectively and challenge Rotherham S60 2HX information, advice and support Yemeni Advocacy Project decisions. through its independently Tel: 01709 829821 35 Hatherley Road, Eastwood, Carers U.K. also aims to improve managed Carers’ Centres and www.varotherham.org.uk Rotherham the lives for carers by influencing interactive websites. Offers information about voluntary Tel: 01709 821871 government and public bodies by: In addition the Trust also acts and community organisations www.ryca.org.uk n Producing research; independently in the interests of in the Rotherham Metropolitan carers through: Borough. Support and advice to address n Writing briefings for politicians the social, health and educational about how legislation will n Research, development and Welfare Rights and Money needs of the local Yemeni affect carers; consultation; Advice Service community n Responding to government n Influence on national, regional Enterprise House, Bridge Street, consultations; and local policy; Rotherham, S60 1QJ National Organisations Carers U.K. n Collecting good practice and n Partnerships with other Welfare Rights: 20 Great Dover Street initiatives from local council. national organisations. Tel: 01709 822446 (Central London SE1 4LX The free CarersLine is open Rotherham) CarersLine: 0808 808 7777 Wednesday and Thursday Tel: 01709 334736 (Maltby and www.carersuk.org between 10am -12pm and 2pm South Rotherham) Carers U.K. have a dedicated - 4pm. If you call outside these Tel: 01709 824811 (Wath, helpline for carers called hours you can leave your name Swinton and North Rotherham) CarersLine. It is staffed by experts and address and you will receive a carer’s information pack. A wealth