Help Support and Advocacy Service, April 2016 - March 2017
Locality report: Plymouth
What the Service delivers
The Intercom Trust's Help Support and Advocacy service provides integrated health and social care
(non-intimate care) for those members of the public whose needs or other disadvantages are rooted in
their experiences around growing up, or living as, an LGB or Trans+ person to a depth that makes
it unreasonable or actually impossible to expect generic health and social care services to address
their needs effectively, let alone on a level of equality with their other service-users.
These reports demonstrate the public benefit of this integrated 360-degree service for those individuals
who need to turn to it, and for local communities and society as a whole.
They also stand as sound evidence that the providers and commissioners of health and social care in
each locality who support this service are securely compliant with the provision of the Equality Act
2010 (27) that lays down that a service provided to a protected minority must not be delivered to a
lesser standard, or with access barriers, compared with the service being delivered to the general public.
New format
This new tabular format contains more data than the Word-based PDFs that we have produced in the past, and allows
us to publish our reports online as web pages.
This format will also make it far easier for us to create sub-reports for (e.g.) one locality, one cohort (e.g. young people,
Trans+ people, older people), or, with certain limitations, one period (e.g. one quarter).
All data given here has been thoroughly anonymised. No individual service-user is identifiable.
Source of the data
All data in this report come from our new, greatly improved, monitoring system, introduced in April 2016.
We can draw on three (partly-overlapping) cohorts within our global dataset:
A. "Identified" service-users
All callers whom we can identify from one call / one meeting to another; we call these "identified service-users".
All we know about them is their general locality (in most cases), and whatever else they choose to disclose to the Helpline,
or to a support-worker. However, we can connect their different contacts with the service, and thus develop a reliable
profile of each individual's needs and concerns.
B. "Identified" service-users for whom we have opened a caselog
The subset of group A above for whom we open a caselog. A caselog enables us to measure distance travelled and many
other details of the case profile. (By "distance travelled" we mean "how far the individual has improved their health,
wellbeing, personal safety, employability, etc., while supported or enabled by our Service.")
We open a caselog where there is a likely need for face-to-face, or medium-term Helpline, support.
C. "Unidentified" service-users  
Users of the helpline-service who as far as we can tell call us only once, maybe twice, give us little or no information about
themselves, and can only be recorded as "unidentified helpline user".
We welcome feedback both about how this new report might be improved, and about future development of the Service
as a whole. Please e-mail with any thoughts.
This report is copyright The Intercom Trust 2017. Registered charity 1072772
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