Adult social care information and advice toolkit: Theme 6. Providing information and advice offline

Overview

This is an important area for councils to consider. Section 4.4 of the Care Act (stating that information and advice must be “accessible to, and proportionate to the needs of, those for whom it is being provided”) makes it clear that it is a statutory duty to provide information and advice offline. Most councils have an active digital inclusion offer and many are doing outstanding work at helping people get online, but there will always be people who cannot or choose not to do so – often people who have the greatest need for information and advice or care and support.

Offline access to information and advice is not just about printed materials. The problem statements accessible within our community of practice include several points about where and how people might want to receive information online, particularly face to face. There is considerable benefit in looking at the community spaces where people naturally congregate – warm spaces, community hubs, social clubs, faith groups – and considering how the people operating/hosting these facilities could help someone access information and advice.

Existing resources

• Equalities and Human Rights Commission (EHRC): Services, public functions and associations: Code of Practice
• Translation resources, eg LanguageLine
• Other communication resources, eg Relay UK
• Digital inclusion support, eg Good Things Foundation
• Webinar on digital inclusion as an enabler for information and advice

Points to consider 

• Are there local community groups which represent or bring together local residents who do not normally go online? What could those groups do in terms of sharing information and advice?
• Have you engaged with your council’s digital inclusion team? Does your information and advice service point to your digital inclusion offer as something that can contribute to people’s wellbeing?