Administration services

Tender description

Norfolk County Council required a provider with call handling capabilities and the ability to arrange the fulfilment of goods and services on a county-wide basis to oversee its Local Assistance Scheme. In order to support the Council's objectives, it required a provider who could demonstrate innovative ways of supporting vulnerable adults with setting up home and/or with emergency payments due to unforeseen circumstances or emergencies. The Council is particularly keen to promote the reuse and recycling of household goods whilst ensuring a consistent service is provided across the county. The appointed provider will: — Assist certain vulnerable groups to set up home following family breakdown, resettlement into the community, homelessness, domestic violence and unforeseen crises. — Assess eligibility to be awarded from the scheme. — Ensure that vulnerable applicants are signposted to other support and assistance where available e.g. Universal Credit ‘short term advances’, Discretionary Housing Payments, etc. — Ensure that decision-making is applied consistently throughout the county whilst ensuring that the ‘discretionary’ nature of the Scheme is preserved, ensuring that particularly vulnerable adults do not ‘fall through the net’. — Ensure that an appeals and/or complaints system is established and provided. — Provide monthly, quarterly and annual data to Norfolk County Council to ensure that the annual spend remains under control and to maintain demographic, geographic and diversity data to ensure accessibility to the Scheme from the whole population.