The CEDT calls are taken by the Lifeline call centre, your initial call will not be taken by a social worker, but a Lifeline operator. The Lifeline operators are not social workers and therefore will not be able to give advice, or make decisions. This is the role of the CEDT social worker.
On contacting Lifeline by telephone the call taker will ask a number of questions to establish a full picture of the families’ current situation. This is to ensure that the social worker has all the relevant information to make an informed decision around risk of harm and impact on the child(ren) and if an intervention or further enquiries are needed that evening.
It is not always possible for the CEDT Social Worker to speak with the person contacting out- of-hours, as other contacts may need to take priority. The Lifeline operator will not be able to confirm, when or if a social worker will call back the person sharing the information, as other children may need to take priority.
This is the decision of the CEDT social worker.
The Lifeline operator will ask the following questions to professionals, family and member of the public who share a worry or concern around a child.
The worker will need to know:
- the reason for your call
- your name and address
- your telephone number
- the details of the child you are worried about
- an outline of your worries and concerns around the child
- whether the family is accessing support from any other agency
- whether the child is receiving support from anybody in social care services.
If the Control Operator believes that an emergency service is required (Police, Ambulance or Fire Service) they are to advise the caller to ring this agency and then call us back (for example, an ongoing assault, an injury to a person, or a fire). Once the call taker has taken all the relevant information, the contact will be overseen by a social worker, who will decide if a response is needed that evening, or the following day. The call taker cannot confirm if the social worker will call you back, or offer advice around next steps.
You can refer to the East Riding Safeguarding Partnership web page for further information around support for children and young people under the Effective Support Windscreen in identifying the level of need in relation to families by visiting the following websites:
ERSCP (external council website) - How to report a concern (for professionals)
ERSCP - Procedures and guidance (external council website)