Changes to how to request advice from the Safeguarding Adults Unit
From Monday 03 February 2025 professionals must use the new online form to request advice from the Safeguarding Adults Unit.
This new form will replace the existing method of phoning the Safeguarding Adults Unit and leaving a message for advice. Moving to an online form approach for professional advice will improve and streamline the process. By transitioning to this online process, we aim to enhance efficiency and ensure that all advice requests are handled promptly and effectively through an online portal.
Please note that this is an advice service only and safeguarding adults referrals are not made directly to this team. All safeguarding adults referrals should be made in the usual way. For more information about making a safeguarding adults referral please visit our report a concern page.
Advice is not an emergency response system, and it cannot be guaranteed that a Safeguarding Manager will be available immediately. The protocol is that information relating to the advice required is submitted in the online form which is directly picked up by a Safeguarding Manager covering advice, who will conduct screening/allocation and prioritisation prior to responding.
Most advice requests will be responded to the same working day, but this cannot be guaranteed and may take longer. It is the responsibility of the professional requesting advice to identify and address any risks and not to wait until the Safeguarding Adults Unit have responded to the request. If you have an urgent/immediate issue, you must consult with your own organisations safeguarding procedures in the first instance. Do not delay seeking appropriate action.
If you have any queries in relation to this change, please contact safeguardingboards@newcastle.gov.uk
Frequently Asked Questions
What does this mean for how I, or my organisation, works?
- The move to an online form should have no impact on how you or your organisation works when considering the safeguarding of adults in Newcastle. Instead of leaving a phone message professionals will complete and submit the form directly to the team with the information they would have shared via the phoneline previously.
- By using a standard online form ensures the Safeguarding Adults Unit receive enough information to enable more efficient consideration of the advice being requested.
- The emails from the advice portal will appear in your inbox as from “Citizen Hub” this is the name used by the technology solution, please be assured these are directly from the Safeguarding Adults Unit.
- This change does not replace or change the sources of advice and support you may access within your own organisation.
What happens if the online form is unavailable or isn’t working?
- We will be able to post a message on our main webpages about any problems and provide any temporary instructions on alternative way to request advice should the form become unavailable or stop working.
Are we making it more difficult for some people to contact safeguarding adults?
- We are only introducing this change for professionals. Members of the public can continue to contact Adult Social CarePoint in whichever way they find the easiest.
- It is expected that all professionals have digital access and therefore asking people to request advice via an online form (rather than phoning a message line) should not exclude anyone or make it more difficult.
- Once you have submitted an advice request, you may reply directly to the emails received in response to your request if you wish to have further communication with the Safeguarding Adults Unit. This notifies the Safeguarding Managers of your additional message, and they will respond accordingly.
- The new online process does not eliminate the need for phone calls where this is appropriate, this will be considered by the Safeguarding Adults Unit based on the information submitted in the advice request form.