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Carers' Emergency Support Service

The Carers' Emergency Support Service can provide replacement care when a carer is unavailable for short periods.

This could be because of an important medical appointment or in the event of an emergency.

Examples of an emergency:

  • a carer's admission to hospital
  • health needs which prevent the carer from continuing to provide care
  • GP or hospital appointment at short notice
  • family emergency or crisis such as a close relative being taken ill and needing help/ support
  • risk to the carer's employment on a particular occasion
  • funeral of a close friend or relative
  • carer at significant risk of breakdown

This service is free of charge to all carers. 

How to register

Carers can register with the service by completing the:

Carers' Emergency Support Service registration form and Carers' Support Plan100.62KB

Please fill this in and return to: Carers Service, Adult Social Care, Clarendon, Windmill Way, Hebburn, Tyne and Wear, NE31 1AT.

The Carer's Emergency Support Service registration form asks for basic information and key contacts in the event of an emergency.

The Carer's Support Plan section asks for more detailed information about the care needs, routines etc of the person they care for. A copy of this will be kept on our records and also a copy kept in the cared for persons home.

How does the service work?

The carer must first register with the Carers' Emergency Support Service.

Contact card

Once registered, the carer will be given a contact card. This card tells the emergency services that someone is heavily dependent on the person carrying the card. The card also has the phone number you need to ring in the event of an emergency.

In an emergency

In the event of an emergency, the carer or other party will ring the number on the card, which is monitored 24/7, 365 days a year.

The call handler will then initiate the response that the carer specified during the registration process. This may be to contact a friend or relative first, or it may be to access the service provider.

Support worker

The service provider will provide a support worker to the home of the cared for person as quickly as possible.

The support worker can stay in the home, overnight if necessary, for a maximum of 72 hours (from when the support worker first enters the home). This can be extended to 96 hours if over a bank holiday weekend. This is to give the care management team time to make necessary alternative arrangements.

Existing arrangements e.g. Home care visits, attendance at day care etc, will stay the same. The role of the support worker is to replace the carer as far as is possible.

Further arrangements

The call handler will contact the relevant social care team who will monitor the situation and make necessary arrangements if the carer can't return within 72 hours.

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