Friday, December 3

The procedure manager of the Home Help Service, a new essential figure

Throughout Spain, as of September 30, 2021, there were 1,879,915 requests for aid to the Dependency, according to data from the Ministry of Social Rights and Agenda 2030. Officially, at present, 1,399,256 people receive aid from social services to be able to live in decent health and sanitary conditions, although others remain in the limbo of endless waiting lists.

Of all of them, a good part of the population receives the service of companies such as Clece, which work by public tender with criteria and requirements of the public administration and, on multiple occasions, being in direct contact with users, realize that their shortcomings, of which they report to social services.

This is how Iratxe Lindosa, liaison supervisor of the Clece Home Help Service (SAD) in Madrid explains it: “Our coordination team detected a need in high-risk and highly dependent people, who had difficulties when managing their own procedures ”.

Their assistants realized that users tend to require more support and resources as their dependency evolves. And that many of them did not have family members or a social network to facilitate the processing of paperwork, to assist them to collect and submit documentation, or to find out the requirements to request pensions or meet deadlines. Reason why the aid that they were urging was delayed due to the impossibility of processing it.

The paperwork manager, an extraordinary figure

Faced with this situation, Clece decides to provide the figure of the procedures manager, whose tasks fall to Lidia Casero, who deals directly with users under the supervision of Iratxe Lindosa, a social worker in charge of coordinating the entire service, in such a way that it can be requested by request of the social worker of the social services of the City Council or by notice of the SAD home assistants.

Well, in Lindosa’s opinion, “nobody better than them to be the first to detect needs and, when they transmit them to me, I ask the social worker for authorization so that Lidia Casero can go and collaborate”. Casero herself points out that this facilitates joint management with the administration and, in addition, the users are delighted.

Basically, he explains, because, “in addition to solving the paperwork, I spend a lot of time talking to them, they see that I take it with interest; many have difficulties offering me the information I need to know to do the paperwork, but I explain it to them and they no longer experience it as something cold but as a you to you ”.

What are the formalities?

If for the majority of the population any procedure with the administration is an ordeal, it is easy to imagine what abyss opens before people with dependency or with physical or mental disabilities.

Even for the expert herself it is arduous, argues Casero: “when you see a case of these, such as that of someone who has lost his pension because he does not know how to renew it, or who does not have a close relative to help, you want to solve it immediately, but it is complicated because each procedure has to follow its administrative course ”.

Obviously, these people depend on someone to help them obtain their medical reports at the health center, the social services report, the life certificate, the family book or any other document to request non-contributory pensions. .

They can also solve the achievement of the positive resolution to the dependency, the revision of the degree of dependency to receive more hours of attention from the SAD or the renewal of the aid already granted, which usually expires. What’s more, the manager manages to process the social bonds for electricity and water so that they are not cut off or the food delivery service. Lindosa adds that “if it is a marriage that does not have family support, when one dies, we accompany the widow or widower to take the pertinent steps.”

Direct negotiations with the hospital

In these circumstances, the manager accompanies high-risk people with high vulnerability to medical procedures who have few skills to manage it, so that they do not miss an appointment at the hospital.

In fact, Casero adds that, when it is not a paperwork, it is another: “I have spent five hours with a patient in the specialists, waiting for the ambulance as if I were with my grandmother or my mother, so I always end up empathizing ”.

And taking the case home as if it belonged to his real family, since, he describes, “there are some users who cannot even go out on the street, just to go to the doctor because they need the ambulance unit to mobilize and transfer them. from your home ”.

Why isn’t the SAD assistant taking care of it?

The assistant spends several hours attending to the basic needs of the users: showering, cooking, shopping and cleaning the house. “In those cases, the procedure manager is the one who accompanies them to the doctor, finds out about the medical diagnosis or if they have to make an appointment again; he takes care of acquiring prescriptions and arranging the ambulance on time or similar ”.

But the work is so complementary that the assistant and the paperwork manager become friends. Casero, curiously, had no thought of doing this as an administrator, but decided to try it and, in the end, she confesses that she likes it because it is endearing and satisfying: “the time you are with them makes them happy, they expand because you listen to them, if they complain You change their chip, through the conversation they feel comforted by their ills ”.

It needs to be extended to the entire State

Supervisor and manager of procedures have been one year and three months and have attended 122 cases of 119 users. And, for now, they are on their own, but they consider that the more this essential service is known, the better, because it will help to spread it to all home help services.

That is why he concludes: “Let’s hope that, seeing the positive results of only two people, the administrations will implement it in all territories and incorporate the procedure manager in the requirements to grant the contest, either with the administrative or worker qualifications. social”.



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