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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Matching and Referral Policy

1. Purpose

This policy sets out how {{org_field_name}} receives, triages, assesses and matches referrals for Supported Living services in England. It ensures decisions are transparent, lawful, person-led, rights‑based and consistent with the Care Quality Commission (CQC) Single Assessment Framework (Safe, Effective, Caring, Responsive and Well‑led), the Care Act 2014, the Mental Capacity Act 2005 (including Best Interests), the Human Rights Act 1998, Equality Act 2010, Children Act where applicable, and UK GDPR/Data Protection Act 2018.

2. Scope

This policy applies to all referrals to Supported Living (adults 18+) delivered by {{org_field_name}}. It covers:

• Referrals from Local Authorities/Integrated Care Boards (ICBs), hospital discharge teams and self/family referrals.
• Matching individuals to properties, co‑tenants/housemates and staff teams.
• Emergency, planned and step‑down transitions.
• Where we support 16–17 year‑olds under bespoke arrangements, this policy is read alongside children’s safeguarding procedures and commissioning requirements.

3. Definitions

• Referral: Any enquiry or request for assessment received by {{org_field_name}} about potential Supported Living.
• Matching: A structured process to determine compatibility between a person’s needs, preferences and outcomes; the environment; potential housemates; and staff skills/availability.
• Supported Living: A model in which housing and support are contractually separate; the person holds their own tenancy/licence or equivalent with a landlord independent of {{org_field_name}}.
• Compatibility Matrix: An evidence‑based tool used to consider clinical, social and environmental factors and the impact on existing tenants.
• Positive Risk‑Taking: Enabling choice and independence while proportionately managing risk through support planning.
• Best Interests Decision: A decision made under the Mental Capacity Act when the person lacks capacity for a specific matter, after consultation with those who know the person well.
• DoLS/LPS: Deprivation of Liberty Safeguards (or Liberty Protection Safeguards when commenced).

4. Legal, Regulatory and Contractual Framework

{{org_field_name}} will operate in line with:

• Care Act 2014 (wellbeing principle; assessment; eligibility; personalisation).
• Mental Capacity Act 2005 & Code of Practice (consent, capacity, best interests, restraint).
• Human Rights Act 1998 (Articles 2, 3, 5, 8 in particular).
• Equality Act 2010 (protected characteristics, reasonable adjustments).
• UK GDPR & Data Protection Act 2018 (lawful bases: Art.6(1)(e) public task/Art.6(1)(b) contract; special category Art.9(2)(h) health & social care).
• CQC regulations & Single Assessment Framework; Fundamental Standards (notably 9, 10, 11, 12, 13, 17).
• Local Authority/ICB contracts and pathways, including safeguarding arrangements via: {{org_field_local_authority_authority_name}} (adults) and {{org_field_children_safeguarding_local_authority_authority_name}} (if applicable to 16–17).
• Multi‑Agency Public Protection Arrangements (MAPPA) where relevant.

5. Roles and Responsibilities

• Nominated Individual: {{org_field_nominated_individual_first_name}} {{org_field_nominated_individual_last_name}} – ensures governance, resources and oversight. Chairs (or delegates) the Matching Panel for complex cases.
• Registered Manager: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}} – operational lead for triage, assessment, matching, risk management and final admission decision (subject to panel for complex/high‑risk cases).
• Safeguarding Lead: {{org_field_safeguarding_lead_name}} ({{org_field_safeguarding_lead_role}}) – oversight of safeguarding risks, referrals and multi‑agency liaison.
• Data Protection Officer: {{org_field_data_protection_officer_first_name}} {{org_field_data_protection_officer_last_name}} – assures lawful, necessary and proportionate information sharing; advises on DPIAs; maintains records of processing. Contact: {{org_field_data_protection_officer_email}} | {{org_field_data_protection_officer_phone}}.
• Deputy/Team Leaders: {{org_field_deputy_manager_first_name}} {{org_field_deputy_manager_last_name}} – coordinate assessments, visits, transition plans and documentation.
• Frontline Staff/Assessors: carry out person‑centred assessments and contribute to the Matching Matrix.
• Existing Tenants/Representatives: are consulted/involved (with consent) in compatibility decisions.
• Commissioners/Professionals: social workers, care co‑ordinators, clinicians and advocates are partners in assessment and matching.

6. Policy Statement

1. Matching must be person‑led, strengths‑based and outcome‑focused.
2. We will not discriminate unlawfully; decisions will be made on objective compatibility, risk and the ability to safely and effectively meet needs.
3. Tenancy and support remain separate; no one will be required to accept support from {{org_field_name}} as a condition of their tenancy.
4. Information will be shared lawfully, minimally and securely.
5. Where a match is not suitable, reasons will be explained clearly and alternatives signposted.
6. We promote positive risk‑taking and least restrictive practice.
7. We will keep people and co‑tenants safe; where risks are incompatible despite mitigation, we will decline or propose alternatives.

7. Referral Pathways & Timescales (SLAs)

Accepted sources: Local Authority/ICB commissioners (including hospital discharge), self/family/advocates, provider‑to‑provider.
How to refer: secure email to {{org_field_email}} or phone {{org_field_phone_no}} for urgent cases.
Acknowledgement: within 1 working day.
Triage decision: within 2 working days (accept to assessment / request further info / decline with reasons).
Assessment & provisional match: within 10 working days (or sooner for hospital discharges).
Panel (if needed): convened within 5 working days of assessment completion.
Offer/No‑offer outcome: communicated within 2 working days of decision.
Emergency referrals: see Section 12.

8. Information Requirements at Referral

• Basic demographics, legal status, NHS number.
• Assessment reports/care & support plan, risk assessments (inc. safeguarding history, MAPPA/MARAC, child/vulnerable adult contact issues), PBS/behavioural data, OT/SLT/psychology where applicable.
• Current housing/tenure, landlord details, arrears/ASB history, preferences for location/housemates.
• Cultural/faith needs, communication style, sensory profile, routines, support hours, night support needs.
• Health information, medications, allergies, DNACPR/Advance decisions.
• Financial arrangements (appointeeship/Deputy), equipment/assistive tech, transport, pets, smoking/vaping.
• Capacity/consent information and advocacy details.
• Any court orders/licence conditions/restrictions.

9. Lawful Information Sharing & Records

• Lawful basis: Article 6(1)(e) public task or 6(1)(b) contract; special category data: Article 9(2)(h).
• Sharing: with commissioners, clinical professionals, landlords and potential housemates only as necessary for matching; use secure email or approved portals.
• Consent: sought where appropriate; capacity assessed for each decision; best‑interest processes followed where capacity is lacking.
• DPIA: undertaken for new matching processes, digital tools or high‑risk data use; maintained by the DPO.
• Retention: referral records retained in line with our Records Management Policy and IGA guidance; if no placement occurs, we securely delete or archive after defined periods.

10. Matching Principles

When considering a match, we assess:

1. Needs fit & outcomes: ability of {{org_field_name}} to meet assessed needs and outcomes within commissioned hours and model.
2. Risk compatibility: impact on the person and existing tenants; triggers; risk interactions; safeguarding history.
3. Property fit: location, accessibility (OT), sensory environment, room size, layout, adaptations, assistive technology.
4. Housemate compatibility: routines, noise levels, social preferences, gender mix, age range, pets, visitors, smoking/vaping, substance/alcohol recovery considerations.
5. Staff skill mix: PBS/Autism/LD, mental health, forensic, physical health, communication approaches (e.g., Makaton), cultural/faith knowledge, language.
6. Community connections: proximity to family, faith settings, education/employment, transport.
7. Equality & inclusion: reasonable adjustments for disability; respect for culture, faith and LGBTQ+ identities.
8. Least restrictive practice: ability to support without disproportionate restrictions; manage any DoLS/LPS issues with commissioners/IMCAs.
9. Financial/tenure viability: rent, benefits, support funding in place; clear separation of landlord and support roles.

10.1 Compatibility Matrix (Scoring Guide)

Each factor is scored 1–5 and weighted; total score ≥75/100 indicates a strong match (guidance only):

• Needs Fit (×3)
• Risk Compatibility (×3)
• Property Fit (×2)
• Housemate Compatibility (×2)
• Staff Skill Mix (×2)
• Community Connections (×1)
• Equality & Adjustments (×1)
• Least Restrictive Practice (×2)
• Funding/Tenure Readiness (×1)

11. Step‑by‑Step Procedure

Stage 1 – Receipt & Acknowledgement

• Record enquiry in the Referral Log; issue acknowledgement and information request checklist.

Stage 2 – Initial Triage (within 2 working days)

• Screen against service criteria and capacity.
• Identify immediate red flags (e.g., incompatible risks with current tenants, unmet clinical needs outside our model).
• Decision: Proceed to Assessment / Hold – info needed / Decline with reasons and signposting.

Stage 3 – Assessment & Engagement

• Allocate assessor; gather reports; complete person‑centred assessment including communication, PBS and OT overview.
• Meet the person (and family/advocate) in preferred setting; offer accessible information about our service.
• With consent, meet potential housemates; share anonymised, relevant info both ways.

Stage 4 – Provisional Matching & Risk Management

• Complete the Compatibility Matrix and Risk Register; draft mitigation plan (staffing, training, environmental controls, TEC).
• Identify support hours, skill mix, onboarding and training requirements.
• Confirm property availability and landlord pre‑approval; ensure tenancy remains independent.

Stage 5 – Matching Panel (for complex/high‑risk cases)

• Attendees: Registered Manager (chair or delegate), Safeguarding Lead, Assessor, potential Key Worker, landlord representative, commissioner/care co‑ordinator, advocate/family (as appropriate), and existing tenant representative (with consent).
• Panel outcomes: Offer, Offer with conditions, Further info required, No offer.
• Rationale recorded; actions and responsible persons agreed with timescales.

Stage 6 – Offer & Transition Planning

• Confirm decision in writing (accessible format).
• If Offer, agree transition plan: visits, trial overnights (where appropriate), communication passports, staff shadowing, training, equipment, contingency plans.
• Clarify funding approvals (support, rent, deposits), tenancy sign‑up with landlord, utilities and benefits support.

Stage 7 – Move‑In & 12‑Week Review

• Complete Onboarding Checklist; update support plans and risk assessments before start date.
• Hold a review at 6 weeks and 12 weeks with person, housemates and MDT; adjust plans as required.
• If placement destabilises, escalate via Stabilisation Plan and urgent review (see Section 14).

12. Emergency/Expedited Referrals (incl. hospital discharge)

• Criteria: imminent homelessness, unsafe breakdown, hospital discharge fit for community with support.
• Process: senior triage same/next working day; focused assessment; interim risk plan; time‑limited placement considered only if safe for existing tenants and staff.
• Decision: Registered Manager with on‑call senior; inform commissioners.
• Review: within 72 hours and weekly thereafter until stabilised.

13. When We Decline a Referral

We may decline when:

• Risks are incompatible with existing tenants despite robust mitigation.
• Needs require a different clinical model/setting or higher support than commissioned.
• Property or location cannot be reasonably adjusted.
• Funding/tenure cannot be confirmed in a safe timeframe for housemates or the individual.
  Process: provide clear reasons in writing; offer signposting to {{org_field_local_authority_authority_name}} via {{org_field_local_authority_information_link}} or other providers; record decision and rationale; retain records in line with retention schedule.

14. Safeguarding, Deterioration & Placement Stress

• Any safeguarding concerns are reported to {{org_field_local_authority_authority_name}} (adults) via {{org_field_local_authority_authority_email}} / {{org_field_local_authority_phone_number}} and, if a child is impacted, to {{org_field_children_safeguarding_local_authority_authority_name}}.
• For significant risk escalation, convene an urgent MDT review; consider temporary staffing uplifts, enhanced observation, environmental adjustments, PBS consultation, or alternative accommodation.
• Notify CQC as required for notifiable incidents; document all actions.

15. Equality, Diversity & Human Rights

• Provide information in accessible formats; make reasonable adjustments.
• Promote choice regarding gender of staff for intimate care, privacy, faith observance, dietary needs and cultural practices.
• Safeguard people from harassment or hate incidents; adopt zero tolerance for discrimination.

16. Consent, Capacity & Advocacy

• Assume capacity; assess decision‑specific capacity where doubt exists; involve IMCA/advocates where required.
• Best‑interest processes followed and recorded; least restrictive options pursued.
• Document any restrictions and keep under review; seek authorisation for any deprivation of liberty if indicated.

17. Tenancy, Housing & Landlord Interface

• Housing provider is independent; tenancy/licence agreements are between the person and the landlord.
• {{org_field_name}} does not influence tenancy decisions beyond compatibility and safety considerations.
• Landlord contact details provided; repairs and property management follow landlord processes.

18. Funding & Charges

• Commissioners/funders confirm support packages in writing; any financial contributions are explained transparently.
• Rent and service charges are separate from support; benefit advice offered and advocacy signposted.

19. Complaints, Appeals & Feedback

• People (and/or representatives) may appeal a matching decision. The Registered Manager and Nominated Individual will review within 10 working days.
• Complaints follow our Complaints Policy; independent advocacy and local ombudsman information provided.
• Feedback from individuals, families and commissioners informs learning and improvement.

20. Training & Competency

Minimum training for staff involved in matching:

• Safeguarding Adults (and Children if applicable) – level appropriate to role.
• MCA & DoLS/LPS awareness.
• Equality, Diversity & Inclusion.
• Positive Behaviour Support and least restrictive practice.
• Risk assessment & incident learning.
• Data protection & secure information sharing.
• Communication (e.g., Autism, LD, Makaton, sensory).

21. Monitoring, Audit & KPIs

• KPIs: response times (acknowledgement/triage), time to decision, placement stability at 12 weeks/6 months, incidents per 1,000 support hours, satisfaction scores, learning actions completed.
• Audit: quarterly review of decline rationales for fairness; random sample of Compatibility Matrices; outcome audits with tenant feedback.
• Reporting: to governance meetings chaired by {{org_field_nominated_individual_first_name}} {{org_field_nominated_individual_last_name}}; learning shared with teams and tenants.

22. Records & Document Control

• All referral and matching documents are stored in the secure care record system with role‑based access.
• Version control and change logs are maintained; superseded versions archived.

23. Linked Policies/Procedures

• Safeguarding Adults & Children
• Assessment & Support Planning
• Positive Behaviour Support & Restrictive Practice
• Incident Reporting & Duty of Candour
• MCA/Consent & Best Interests
• Complaints & Appeals
• Information Governance & Records Management
• Health & Safety, Fire Safety, Infection Prevention & Control
• Equality, Diversity & Inclusion

Key Contacts

• Registered Manager: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}} – {{org_field_registered_manager_email}} | {{org_field_registered_manager_phone}}
• Nominated Individual: {{org_field_nominated_individual_first_name}} {{org_field_nominated_individual_last_name}} – {{org_field_nominated_individual_email}} | {{org_field_nominated_individual_phone}}
• Safeguarding Lead: {{org_field_safeguarding_lead_name}} – {{org_field_local_authority_authority_email}} | {{org_field_local_authority_phone_number}}
• Data Protection Officer: {{org_field_data_protection_officer_first_name}} {{org_field_data_protection_officer_last_name}} – {{org_field_data_protection_officer_email}} | {{org_field_data_protection_officer_phone}}

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Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
Reviewed on: {{last_update_date}}
Next Review Date: {{next_review_date}}
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