1. Needs Assessment – FIRE

Needs Assessment word document to complete for each case here

SU Call-back script here

WHAT NEXT Booklet form to email it to SU directly here – NOT CURRENTLY WORKING – take email and give to OST to send directly to SU.
WHAT NEXT booklet to read yourself here


In remit calls (Eg fire, flood etc) full postcode for those already supported
FIRST PART of the postcode for new SU.

Out of remit Full postcode and contact info for Safeguarding only.
Anoymous for all others.

1a. Do You Need Help Urgently?

• How many people are in your household and is there anyone missing?
  What is the first part of your postcode? (Consent not needed for just this information)
  
  

• Does anyone from your household need assistance?
  
  

• What’s the most important thing we can do to help right now?
  
  
  

1b. What About Medical Help?

• Do you have any medical concerns that need attention now?
  injuries or burns sustained, smoke inhalation? Treatment received?
  Ambulance called or with SU now? Consider.
  If non urgent 111 for advice/out of hours GP/walk in centre
  
  

• Does anyone else in your household have any medical concerns that need attention?
  Existing conditions that need treatment or assessing? equipment needed?
  
  
  

LINK NHS 111 for advice

1c. Do You Have All Your Essential Belongings?

• What documents and items do you have with you or can get?
  House keys
  ID
  Phone
  Charger
  Money
  Glasses
  Medication – daily? next dose? Damaged? Exposed to heat or water?
  – seek advice from pharmacist before using
  
  

LINK Find an NHS pharmacy near me – postcode search tool

• Is there anything you need to collect from your property? Do you need them urgently?
  Fire crews may be able to get access to the property and will let you know if this is the case. Support the SU to make a list of these to give to fire crews before looking into replacing.
  
  
  

• Do you need to get replacement items?

Select LINK below

Birth/death/marriage certificates
Passport
Driving licence
Vehicle log book
immigration visa
Income Tax records

1d. Where Are You Going To Stay?

• Have you been told when you can return to your property?
  
  

• Do you and household members have somewhere to stay tonight?
  Is there anyone you can call for support tonight?
  
  

• Is there a local rest centre set up? Have you registered with local council if wanting to stay there?
  
  

LINK – Find your local council if don’t have rest centre information already

• Who is going to look after your pets if unable to take them to wherever you are to be staying? friends? family? neighbours?
  
  

LINK – Pets somewhere to stay support – Manual Pet Section

LINK – If victims of the fire – Pet loss and bereavement support – Blue Cross

1e. Do You Need Help With Insurance?

• Do you have home insurance? Buildings and/or contents?
  Do you know your buildings insurance provider and how to contact them?
  
  Ensure photos are taken to provide evidence for insurers BEFORE any clean up takes place.
  
  

1. Contact your insurer immediately: Inform them of the fire and request a claim form. Ask about next steps and any specific documentation they require.
2. Document everything: Take clear photos or videos of all damage, including structural damage, furniture, personal belongings, and any external property like gardens or vehicles.
3. Create a detailed inventory: List all damaged items, including their original cost, purchase date, and estimated value. Include receipts, warranties, or bank statements if available.
4. Avoid permanent repairs: Only carry out emergency repairs to prevent further damage (e.g., boarding up windows). Keep all receipts for temporary repairs.
5. Keep evidence: Do not dispose of damaged items unless your insurer advises otherwise. They may need to inspect them.
6. Communicate clearly: Keep a record of all communication with your insurer, including dates, times, and names of representatives.
7. Follow up: If your insurer sends a loss adjuster, ensure they assess all damage thoroughly. Ask for a copy of their report.
   
   

LINK to more detailed information needed when contacting Insurers

• If no insurance do you want to try your Local Authority or the Housing Executive (NI only) who can offer support with temporary housing?
  
  

LINK – Local authority or the Housing Executive (NI only) – postcode search

1f. Clean Up Advice

Remember the ‘WHAT NEXT’ booklet with this information contained can be emailed to the SU. Ask if they would like it and take their email address if so and complete the form at the top of the page.

Ensure photos are taken and insurance contacted BEFORE any clean up is attempted.
Remember to stay safe.

LINK to basic clean up advice or further web LINK to Gov advice

1g. Preparing For Tomorrow and Next Few Days

• Will you be ok for childcare, school uniforms or school lunch money, food, clothing? LINK below
  
  

• Is there anyone who can support with this? Friends or family? Neighbours?
  is there any organisation or facility you need to get in touch with?
  
  

LINK Trussell Trust – food (Enter postcode for info of how to get a voucher)

LINK Salvation Army – clothing including school uniforms (Enter postcode to find nearest)

1h. How Are You Feeling?

• Would you like to talk to someone about how you are feeling?
  
  

• Are you concerned how anyone else in the household is feeling or any physical, mental health or safety concerns?
  
  

Further information and support Signposts for Trauma
(Remember can take SU email address and forward these over if needed.
Put FA on the case in dynamics and OST will email them)

British Red Cross – Coping After A Traumatic Event – Adults

British Red Cross – Coping After A Traumatic Event – Children

NHS leaflet ‘Coping with Stress following a major incident.’ – Adults and children

UK Trauma Council – For children and young people

UKPTS (UK Psychological Trauma Society) link

NHS Trauma Information link



Talking/treatment links

Find an NHS talking therapy link – enter postcode for your local service

URGENT Mental health support – NHS

2. Is there a Safeguarding Concern?

If there is any disclosure of ANY form of abuse during the call then please take action as below as with any Support Line caller.

But also If any of the following are present please have a chat with the supervisor or Crisis Hub officer on shift as there may be welfare needs or a deployment required even if does not quite meet the safeguarding threshold.

Have carers attending or are a carer themselves to someone else living in the household

Disability or health needs including mental health

Urgent prescription needs or equipment required for health

Anyone in the family working with other agencies for support – e.g. allocated social worker

If Safeguarding IS a concern…

To make any referrals to social services the following information must be gathered:–

Full name & DOB– Full address including postcode

Contact telephone number

Any disability or health issues including number of weeks gestation if pregnant.

Any children/dependents living with SU full names, gender and DOB of each.

Port reference or Home office number if applicable.

Also ask consent to refer the SU and pass their details to social services if required.

Do not worry if they refuse, it’s just best practice to gain where possible.

For further information about the safeguarding process see the Safeguarding Page

3. Local Area Consideration

• Does the Service User have a need for practical items that cannot be met through signposting?
  e.g. Clothing, hygiene packs, household items.
  
  
  
  If so read consent statement and take details if accepted by SU.
  
  Explain to the Service user that
  ‘Your needs go beyond what we can fully support over the phone. To make sure you get the right help, we will escalate your case to a local officer in their area.
  We will pass on all the information shared including your needs and the support discussed so far. Someone will contact you shortly to continue the conversation and look at how best to assist you.’
  
  
  Log Case on dynamics as “FA- Officer to assess for deployment”
  
  Copy and paste your needs assessment into dynamics in the notes section. Also add any signposting already given.
  
  Add a message in teams chat for Officer to pick up case.
  
  
  

• Would the SU like a ‘WHAT NEXT’ booklet?
  
  This booklet includes signposting and advice on how to recover from a Fire/Flood. 
  
  If so take SU email address and complete the form at the top of this page.
  
  OR Log the case in Dynamics as “FA – Ops to send What Next booklet” and note their email address in your notes. Take consent to take the email for the purpose of forwarding the booklet. No need for further consent as this information will NOT be stored in our system.
  
  
  

• If neither of the above apply mark the case as NFA
  
  

4. Remote Support Suitable

• (In future here will Link to LOCAL AREA drop down list for local signposting – look like refugee pages do currently. – future not for October launch)
  

For Now…

Use local council site and NHS for local support for now as listed above or the local Fire Service website as they often have support an follow up resources – search by postcode.


Don’t forget to utilise the main list of signposting on the manual if there are other needs.

Taking into account all you have assessed so far, is a follow up call required or can this incident be closed??