Uptake of several types of assistance provided by Lithuanian municipalities is low, despite existing needs and municipalities usually granting assistance when older people apply for them. Taken together, these findings point at non-take‑up of social services resulting from older people not applying. In close consultation with the Lithuanian Ministry of Social Security and Labour, the integration of social services was selected as the focal point for the collection of good practices, with the aim of reducing the non-take‑up of services among older people. This would improve active ageing as it would facilitate older people to live longer in their own homes and participate in the community. The good practices analysed are preventive home visits in Denmark (Hjørring), customer guidance in Finland (Tampere) and reablement in Sweden (Eskilstuna).
Having a single contact point for older people to request assistance is vital to service access. In all three good practices, a single contact point provides information on services available and eligibility conditions and forwards the case to a case manager as needed. The contact point in the three countries has separate procedures to deal with people seeking information or assistance for themselves and to deal with others, such as friends or neighbours, expressing concern about someone. Subsequently, a single case manager is assigned who follows the individual needing assistance. This way, the case manager can build a trustful relationship with the older person which allows for a more open conversation about needs and preferences. The case manager then develops a service plan together with the older person, with both agreeing on an integrated service package consisting of both social services and housing adaptations, and its price. Once the service package is agreed upon, the case manager acts as an intermediary between the older person and the service providers, and co‑ordinates service delivery.
A home visit allows the case manager to develop a better overview of the needs of the older person. Not only can the case manager see the conditions the person lives in, and therefore see which types of assistance are needed, but the home also provides a more personal and private environment for an open conversation about needs and preferences. When an older person seeks any form of assistance, a home visit contributes to the development of a comprehensive support package that overcomes different obstacles to independent living and social participation. Home visits can also be used preventively, in which case they are targeted to specific vulnerable groups (e.g. people who recently widowed or returned from a stay in hospital, or people who have sought assistance before) or offered to a broader section of the older population, such as all people over a specific age (e.g. 80 and over). The level of targeting of specific sub-populations for preventive home visits determines both the staffing resources required and the extent to which people with needs can be identified.
Setting up a system with a one‑stop shop, a single case manager and home visits requires some resources. First, there is a need for training of the administrators working at the single contact point and the case managers. As these workers will be covering multiple areas of an older person’s life, they should know the various services that may be useful to older people in the municipality, their application procedures and their eligibility criteria. Furthermore, some Danish educational institutions offer courses specifically on executing home visits, training the case managers involved among others in recognising not only care needs but also risk factors for loneliness or other more complex needs. Second, the system requires more financial resources at the first moment the older person contacts the municipality for support. All three good practices entail higher costs at first but are estimated to start generating savings as of one to three years later due to the needs being detected earlier on and assistance therefore being more effective in preventing or slowing down deterioration of the older person’s condition. Third, an integrated IT system is needed that facilitates not only the evaluation of an older assistance‑seeker’s application for various types of social services but also the monitoring of the person’s condition and needs once receiving assistance. That would allow for an earlier detection of new needs in service recipients, an easier application procedure to expand service delivery and therefore a faster intervention.
The co‑ordination of eligibility criteria across services and housing adaptations offered facilitates their integration into a single service package. A single eligibility check is used across services, which facilitates the compilation of the service package and simplifies the procedure to add extra services to the service package as needed. This also implies simplifying the procedure for housing adaptations at least for minor adaptations (see Section 3.2). One way to improve the co‑ordination of eligibility criteria is through “nesting” meaning that for some services specific eligibility criteria are added to a basic set of eligibility criteria applying to other services.
Public Health Bureaus provide a wide range of preventive health programmes for older people. Both the lectures and activities they provide offer opportunities for social service representatives to engage with older people and inform them of the types of assistance that are available. Using these events as a platform for informal contact between older people and social service representatives may reduce the threshold for applying for support.