Social care - out of hours support

The service is available to all people living in North Yorkshire and the City of York. It can also be used by people who normally live elsewhere but may be staying in or visiting the area temporarily.

Contacting the emergency duty team

The emergency duty team can be contacted outside office hours including weekends and public holidays on the telephone number below:

Telephone: 0845 034 9417

Full contact details can be found at the foot of this page.

What happens when I contact the emergency duty team?

When you telephone the emergency duty team, your call will come directly to the team and will be answered by a trained team member ready to assist with your query.

They duty worker will need to know:

• the reason for your call;
• your name;
• your address;
• your telephone number;
• the details of other people concerned; and
• whether you are currently receiving help from anybody in social care services

If you can have this information available at the time of your call it will help the duty worker to deal with your enquiry as quickly as possible.

If you have reasons why you do not wish to give your personal details we will still discuss your concerns with you. All information is treated in confidence.

The service is staffed entirely by qualified and experienced social workers, with the support of experienced customer services officers. The team is committed to delivering a service to those in need and their families irrespective of race, gender, ethnic origin, religion, culture, disability or sexual orientation.

What sort of urgent situations will the emergency duty team deal with?

There are a number of situations in which the emergency duty team will become involved to ensure the safety of an individual and the community. Examples of emergency situations are where:

• there are serious child protection and welfare concerns (for example if you think a child is being ill-treated or neglected);
• urgent assistance and advice is required by families and/or carers;
• older people are at risk;
• we receive a request for a Mental Health Act assessment;
• people who are vulnerable because of a disability who need assistance

In the majority of cases, the duty worker will give you advice and guidance over the phone on how to deal with the problem. Over 90 per cent of calls are resolved in this way. The team can also refer you to other agencies or to daytime services, where this is appropriate, for further help and advice.

There are also some more urgent situations that may require a member of the team to visit you or the person with the problem.

Can I contact the emergency duty team about a problem that is not an emergency?

Yes, you can contact the team for advice and information for something that you may consider not to be an emergency. The team may be able to provide you with help and advice or refer you, where appropriate, to another agency.

	NHS Direct Use NHS Direct for confidential health advice and reassurance, 24 hours a day, 365 days a year. Telephone: 0845 4647 Website: NHS Direct.

	Related information from NHS Choices Find and choose services Use the Find and choose servicessearch tool from NHS Choices to find your local GP or doctor; accident and emergency unit; minor injury unit; hospital; dentist; pharmacist (chemist); optician; carers support organisation; and more. [Content supplied by NHS Choices]