Guidance

Core principles of the LinkAge Plus approach

Published 15 April 2013

LinkAge Plus

LinkAge Plus provides a comprehensive approach for accessible joined-up services for older people; one which puts older people at the centre of policy making and service delivery.

Through LinkAge Plus, central and local government are combining their efforts with voluntary and community sector organisations to design, develop and deliver services that meet the needs of older people today.

The LinkAge Plus pilot programme has brought local authorities together with their partners in health and the voluntary and community sector to find innovative ways to break down traditional organisational and financial barriers and to join up services.

The result is that service providers now see the need to be accessible at the first point of contact, with an underlying principle that there should be “no wrong door”.

The LinkAge Plus pilot programme has inspired multiple access points to all services including personal callers, telephone, electronic and paper communications. This holistic approach to services also recognises the importance of outreach activities which aim to ensure that even the most difficult to reach older people are not excluded, but are actively encouraged to engage with services available to them.

Over the last 2 years, 8 pilots, working across a range of urban and rural areas have been developing locally relevant services building on LinkAge Plus core principles and testing out a proof of concept.

Core principles

The 6 core principles of LinkAge Plus are to:

• engage and consult – older people should be involved in the design and development of how services and relevant information are provided, and their opinions sought in the quality of delivery
• reflect the needs and aspirations of current and future generations of older people – the diversity of the local older peoples’ population should directly inform services provided for them and anticipate their changing requirements over time
• enable access by an increasing range of customers – a “no wrong door” approach should provide information to and access to services from an initial or single point of contact, signposting or referral processes should ensure all relevant services are made available
• ensure that isolated or ‘difficult to reach’ older people are enabled to access information and services – positive steps should be taken through outreach to identify and engage with isolated older people, joined-up customer contact facilities should be flexible to meet different needs and include face to face, visiting, telephone and electronic media
• ensure that services promote independence, well-being and active ageing – services should focus on early intervention and a preventative approach which goes beyond traditional health and social care functions, encouraging respect and social inclusion for older people as citizens should be a primary consideration
• maximise opportunities for efficiency and capacity building – efficiencies should be sought through joint working with partner organisations and improving outputs through capacity building.

LinkAge Plus approach

The LinkAge Plus approach envisages effective links between different parts of central government, local authorities and voluntary and community sector organisations. It provides a focus on:

• consulting and engaging with older people to understand their needs and expectations
• delivering a better quality of life through easy access to all relevant information and services, particularly for excluded older people
• accessibility, anticipating changes in the range of customers who use services as well as the existing customer base
• a better customer experience
• more customer choice
• independence and well-being
• efficiencies through joint working
• capacity building
• holistic working

LinkAge Plus outcomes

Outcomes will depend on local arrangements between partner organisations. But local older people should reasonably expect:

• good quality information and advice – with support available to help people ‘navigate’ their way around the system, including advocacy
• healthy living – including access to NHS entitlements and facilities to support healthy lifestyles and improve well-being (health service and social care)
• income – advice support and advocacy, including financial information and tax advice (pensions and benefits)
• mobility – by car, bus or other forms (for example community transport or mobility scooters, where they are available) (transport)
• social activities, social networks and opportunities to keep active – including social clubs and opportunities for learning, leisure, fun, volunteering and befriending services (leisure services, adult education)
• housing and the home – having a safe home, access to adaptations and repairs and help keeping the house and garden in good order, also help with shopping, and approved traders’ schemes (housing, fire, trading standards and local voluntary sector organisations)
• safe neighbourhood – with access to amenities and facilities (police, transport and neighbourhood wardens)
• employment and volunteering opportunities – access to information on new roles or options for extending working lives

For further information contact brian.keating@dwp.gov.uk or telephone 0113 251 9828.