Contact Cares

Contact Cares

To bring together a wide range of public service organisations united by one goal to improve people’s lives in St Helens and improve the place as a whole

Joint responsibility for the quality of care and management of funding to provide services

The aim of contact Cares

Together we will deliver:

The Right Care, In the Right Place, At the Right Time, Every Time

Contact Cares - Front Door

  • Contact Cares is the single point of access for all social care and adult health referrals, and the first point of contact for children’s referrals
  • Operates 7 days a week 8am – 10pm. Telephone number 01744 676767
  • It is a multidisciplinary team consisting of both qualified and unqualified social care staff, occupational therapy, physiotherapy and general nursing
  • Responsive assessments are completed by the above teams where identified there is a high acuity need
  • Where an assessment is not required, Contact Cares Advisors will signpost onto other services and offer advice and guidance


There are 3 forms of provision within Contact Cares, known as “tiers”

Tier 1 – Initial Contact and Assessment

Tier 1 acts as a health and social care referral point and can offer signposting, initial telephone assessment, appointment booking, social worker allocation, adult and children's safeguarding referrals and much more.

An initial call is taken by a Contact Cares Advisor. The call will either be dealt with directly by the Advisor or can be passed, in real time to a telephone multi disciplinary team. The MDT includes a nurse, therapist, social worker, proactive care coordinator and mental health advisor.

At any point in Tier 1 the referral request may be resolved, allocated or referred on ensuring that people get the right care, at the right time, from the right person.

Tier 2 – Face to Face Assessment

Contact Cares also offers an assessment function and this can be planned or within 2 hours of referral. An assessment within 2 hours is called a “crisis response. Planned assessments will  be undertaken by Contact Cares where the presenting need suggests a short term intervention is required. For example, someone may need a care package, one or two visits from a Falls Specialist, an Occupational Therapy assessment or support with hospital discharge.

Other roles within Tier 2 include a Housing Co-ordinator, a Trusted Assessor (care homes), Trusted Assessor (small aids and adaptations) and a team of Proactive Care Co-ordinators who work with both primary care and the emergency department at Whiston hospital.

Tier 3 – Provision

Tier 3 covers services that Contact Cares can provide, often very quickly to help maintain people at home until a longer term plan can be considered. These services include provision of rebalement, transport to take people home from Accident and Emergency, intermediate care beds, transitional tenancy support and help to access items such as an emergency food supply.

Tier 3 also operates a Hospital Avoidance Car and a mobile assessment unit for those who require equipment to help them bathe.

 Contact Cares leaflet can be viewed here.