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IMPOWER’s Heroes of 2020: 1 December

Emma Ockelford

Over the past three months IMPOWER has worked with a team of dedicated advisors from the Customer Service Centre in Lincolnshire, to transform the conversations that are taking place when people and other professionals first contact the council regarding Adult Social Care.

Tristan Bate, Abi Johnson, Amy Greave, Helen Booth and Jo O’Rourke have been working relentlessly using a range of tools and techniques to help them focus on people’s strengths, assets, and what people can do for themselves. The team leader Laura Blaine has been supporting them to successfully embed the changes they are making to their conversations, and her energy and enthusiasm has been key in keeping momentum during the work.

Over a six week period the team has increased the number of calls they resolved at the Customer Service Centre through information, advice and signposting from 25% to 50% of calls – what a huge change! Delivering such a significant change in the current climate shows just how lucky I am to be working with such a great group of advisors that are committed to maximising the independence of individuals in Lincolnshire. This is why they are Heroes of 2020.

Written by

Emma Ockelford



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