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Extra information for Direct payment support service

Individual Service Agreement (ISA)

The Individual Service Agreement (ISA) is the contract document forming the agreement between East Sussex County Council and the provider for the named client’s care.

Note: Payments for care are not calculated and will not be included in the Residential Payment Schedule until the ISA has been agreed.

Reviewing published ISAs

  1. Select Contract Documents.
  2. The Contract Documents screen is then displayed. The filters are set to automatically show published These are the documents you need to action.
  3. The date is populated with the first of the month. To ensure you are viewing all published ISAs, delete the Updated Since date and select View.
  4. Select the Individual Service Agreement
  5. You will be given the option to open or save the ISA document. Selecting Save will save a copy of the document to your computer. Select Open to view the ISA on screen.
  6. The ISA will open as a PDF document.

Note: You must have Adobe Acrobat Reader installed on your computer to view the ISA.


Direct payment support service referrals

The direct payment support service will make referrals for:

  • Direct payment clients who do not have a support service managed account.
  • Direct payment clients who have an account managed by the support service where an issue cannot be resolved.

Referrals for non-support service managed accounts

These referrals are made as a result of the support service receiving information through providing core support for direct payment clients. Core support is support provided to any direct payment client, regardless of how the account is managed. For example:

  • The support service has been informed by a PA that they have not been paid by a client who manages their own direct payment.
  • The support service has visited the client and the client has raised concerns that they have no money in the account.

These referrals should be sent to the Direct Payments Team containing all the information that the support service has, to enable them to look into the account.

The email address for these referrals is: direct.payments@eastsussex.gov.uk.

Support service managed account referrals

As the support service is managing the account, it is essential that any issues with the account are resolved by the support service in the first instance. If this fails, a referral should be made to the relevant team using the ContrOCC portal.

Information regarding support service managed accounts will be sent to and from the support service using the ContrOCC portal.

Referrals for non-payment of client contributions

Once a referral has been made for non-payment of client contribution, the Financial Assessment Team will look into the case. They will make contact to discuss the details and obtain any additional information that they need.


Payments

Viewing the remittance advice

  1. Select Reports.
  2. Select Remittance Advice Provider Payments.Note: All historical remittance advices remain on the portal. You can view these at any time.
  3. The payment period will always default to the most recently available. If necessary, you can amend this by selecting the period in the drop-down list.

Provider contacts

You may only access the portal when you are listed as a contact and subsequently given access to the Provider Portal by East Sussex County Council’s Systems Team.

Viewing contact details

  1. Select the Contacts link on the homepage.
  2. The Contact page is displayed with the existing contacts listed on the left. Select the name of a contact to view their details.

Requesting changes to contact details

  1. To update an existing contact’s details, for example to include a contact telephone number, select the Edit button
  2. Update the information in the relevant field as appropriate. Then select Update.
  3. A message will be displayed advising that the requested changes are awaiting approval by ESCC.
  4. The change request will also be listed in the Change Requests summary and will have an amber status.
  5. Once the changes have been approved, the updated information will be visible from the contact’s details page.
  6. The status of the change request on the Change Request summary will change to green.

Requesting a new contact

  1. From the Contacts page, select the New Contact
  2. Complete the new user’s details on the Contact Creation Request screen. As a minimum this should be their forename, surname, telephone and Provider Portal email address (the email address that they will use to log onto the portal).
  3. Select the Service in the For drop-down list and Provider Contact in the Role drop-down list. Then select Submit Contact Creation Request.
  4. A message will be displayed advising that the change request for the new user is awaiting approval by ESCC.
  5. The New Contact request will also be listed in the Change Requests summary and will have an amber status.
  6. Once the changes have been approved, the updated information will be visible from the contact’s details page.
  7. The status of the change request on the Change Request summary will change to green.

Requesting deletion of a contact

If a member of staff who is a portal user leaves your employment, you will need to request that their access to the portal is removed.

  1. From the Contacts page, select the user whose access needs to be removed. Their details will be displayed. Select the Request Role Removal
  2. A message will be displayed advising that the change request for the new user is awaiting approval by ESCC.
  3. The Delete Contact Role request will also be listed in the Change Requests summary and will have an amber status.
  4. Once approved the user will no longer appear in the list of contacts displayed on the Contacts page, and the status of the Change Request will change to green.

Glossary of terms

Definition of terms and abbreviations used throughout this user manual.

Term

Description

ASC

Adult Social Care

Client

Service user

Contract document

A legal agreement between East Sussex County Council and the client in receipt of a direct payment

ContrOCC

East Sussex County Council’s contract management system that is linked to the portal

ESCC

East Sussex County Council

ISA

Individual Service Agreement