VOCAL

UK

1994

The service aims at providing practical and emotional support for carers and respite through different services such as counselling, training, advice on carers’ rights and entitlements, advocacy and financial help (when needed).

VOCAL is an independent organisation with charitable and limited company status run by carers for supporting carers. It manages Princess Royal Trust Carers Centres in Edinburgh and in Dalkeith, Midlothian. It is funded by City of Edinburgh Council, Midlothian Council, NHS Lothian, the Big Lottery Fund and a number of other funding sources.

VOCAL's Carer Support Team works with carers on a one-to-one basis to help identify the issues affecting them, and achieve the best possible outcome for carers, because very often carers are not aware of their rights and of available services.

 Care Recipients
 Informal carers
 Paid assistants
 Formal carers

Not available

 Independent Living
 Information and learning for carers
 Personal Support and Social Integration for carer
 Care coordination

VOCAL delivers carer support through two carers centres in Edinburgh and Midlothian, and through staff based in the community. Carers can access the following services:

• advice, information (long-term care, hospital discharge, emergency)
• planning for the future
• emotional support, stress management and counselling
• training and learning opportunities
• social and leisure activities
• benefits, legal and power of attorney offices
• carer advocacy service
• support for people affected by someone else's addiction
• gateway to other services.

Users need a computer for accessing to services, advices and information delivered through the website.

Both public and private

Public service funding: Government, Regional, Local Authorities, non-profit public entities

The project is funded by a local NHS Community Health Partnership.

Non-profit funding: charity, volunteers organisations, NGO

Charities and donations: it is possible to donate to VOCAL's 'Invest in Carers' programme.

 

Business plan:

VOCAL is investing in the development of a new Carer Impact System. This casework management system will provide improved information on the carers’ experience and evidence of what has changed as a result of the support given. The system was developed in partnership with MECOPP, the Minority Ethnic Carers Centre in Leith. VOCAL is also investing in new Carer Centre premises in Midlothian to find a long-term solution from which to provide a wider range of support to many more carers in all parts of Midlothian

Sustainability plan: VOCAL works with carers to identify a support plan which can include work with other agencies, referral to benefit or power of attorney offices and access to a range of training and lifestyle management programs. Moreover, carers have asked VOCAL to start “100 Club”, which is a monthly lottery that raises funds for carer support. Funding also is expected to rise due to the possibility of donating to the service.

Not available

 Authorities
 Private Care Sector
 Health and Social Care Systems
 Third Sector
 Private Companies

Partner organisations are located across Scotland

• VOCAL (Voice of Carers Across Lothian)
• VOCAL Midlothian
• NHS Carer Support
• The Ca(i)re Project
• MECOPP
• Support in Mind - Edinburgh Carer Support Project
• Edinburgh Carers Council
• Broomhouse Centre - Adult Carer Support Service
• North West Carers Centre
• Oxgangs Care Carers Project
• Queensferry Cares Carer Support Service
• Carers of East Lothian
• Carers of West Lothian
• PASDA (Parents of Autism Spectrum Disorder Adults

Many Third Sector organisations comprise the VOCAL partnership and helps it to raise funds and promote activities.

 Informal Carers
 Health Professionals
 Social Care Professionals
 Privately-Hired Care Assistants (inc. Migrant Care Workers)
 Volunteers

VOCAL is governed by a Board of Directors primarily consisting of carers and former carers. Carer services are managed and delivered by a team of over 25 part-time and full-time staff and nearly 70 volunteers, including those who run the Carer Centre reception areas and who work with carers as counsellors or advocates.

The nearly 70 volunteers are an integral part of the team. They come from a wide variety of backgrounds. Training and support is given to volunteers, and regular social events are organised. Volunteers can join by sending an email at centre@vocal.org.uk or using the website enquiry form. Depending on their skills, volunteers can provide support, information and counselling to carers.

5,001 - 10,000

6,819 one to one carer contacts in 2012.

Target users are expected to increase.

- Informal carers can get responses for the following common problems associated with being a carer:

• Am I a carer?
• What financial support is available?
• How do I get support?
• What are my rights?
• How can I get a break from caring?
• What is a carer's assessment?

Carers in Edinburgh and Lothian can use the website to get information, access to advocacy and counselling services and book training, such as:

• Carer organisations in Lothians
• Emergency situations
• Arranging a break from caring
• Carer rights and entitlements
• Long term care

Moreover 717 carers reported positive outcomes, in eigth key areas, from VOCAL support:

-92% reported improvements in feeling better informed about issues relating to their caring role

-81% reported improvements in their confidence in managing their caring role

-78% reported improved confidence in their ability to shape services

-75% reported that their physical and mental well-being had improved

-67% reported improvements in their ability to deal with changing relationships resulting from their caring role

-65% reported improvements in their economic well-being

-63% reported improvements in their personal safety

-60% reported that their social well-being had improved

Another benefit is enhancing the acceptability of ICTs among users.

- Although there are no studies examining the effect of the initiative on older people, by improving the quality of care provided by informal carers, it probably has a positive impact on their health (VOCAL, 2013).

Not avaiable

Not available

Strengths:

1. Not only practical and financial advice (see benefits section of this template), but also counselling, workshops and stress management courses are offered.
2. Many carers are unaware of the support available or what they are entitled to. VOCAL's Carer Support Team works with carers to help identify the issues affecting them and achieve the best possible outcome. Carers need only to contact the Edinburgh team or the Midlothian team.
3. VOCAL carried out two user satisfaction surveys (the first in 2011 and the second in 2013), which were used to improve the services offered.
4. VOCAL is appreciated by carers. The 2013 report showed that 77% of users rated the service friendliness as excellent, 61% of users judged the knowledge of staff and volunteers as excellent and 63% of users found the possibility of reaching VOCAL as excellent. Many carers found the VOCAL operators were approachable, supportive and encouraging and gave them correct and effective information.
5. Advices and information seem to be very appreciated by users. The most requested service was “information” (70% of respondents), followed by “advice and support”(62%) and “training” (35%).
6. Courses/seminars cited for particular praise included the counselling course, “stress management for carers”, “Council adaptations”, life coaching, “caring for feet”, legal issues and a course on wheelchair manouvering.
7. The web site is accessible and complies with the Disability Discrimination Act. Links are well labeled, images used on the site have appropriate text equivalents and a site map has been included.

Weaknesses:

1. Not all the services are well promoted. Some carers were not aware of several services, including counselling.
2. VOCAL provides training courses for which attendance is mandatory. This is a limit for them, even if ut, they could attend according to their schedules and the location of courses.
3. Carers between 20-35 years old feel underrepresented , as they think that the service provides few information addressing their specific needs.(VOCAL, 2013)

Challenges:

1. Improving the promotion of several services.
2. Delivering online training courses that allow carers to participate in training courses as based on their schedules.
3. Delivering a support group that targets younger carers (20-35 years old) and males, as the majority of services are tailored for older carers and women (VOCAL, 2013).
4. Running courses in other areas and ½ day training courses were suggested by some users.

The Vocal carer information pack is also available in Polish, Chinese, Arabic and Urdu, which is the first step to recruit new users and to transfer the service to other countries.

References:

Gamiz R. and Tsegai A. (2013) Carer’s assessment and outcomes focused approaches to working with carers. A joint project between Midlothian Council Community Care team and VOCAL Midlothian Carers Centre, IRISS, Centre for Research on Families and Relationships, Glasgow.

Vocal (2013), Carers’ survey report, available at http://www.vocal.org.uk/assets/files/downloads/Carer%20Survey%202013/Carer%20Survey%20Report%202013_online%20version.pdf

Rosemary McLoughlin Manager, Carer Information & Communication

VOCAL - Voice of Carers Across Lothian

Telephone: 0044 (0)131 622 6666

A direct contact number for support is provided: 0131 622 6666 or email: centre@vocal.org.uk

Available Monday - Friday, 9am - 5pm