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East Riding of Yorkshire Council – Customer Services

The East Riding of Yorkshire Customer Services team includes the following sections:- • Revenue & Benefit Services; • Customer Service Centres; • Registration & Celebratory Services; • Humber Emergency Planning Services. Our Customer Service Centres provide:- • Advice, information and access to all council services; • Help with application forms; • Payment facilities; • Information about a range of partner organisations

13 August 2015
Local Authorities
Local Alliances:
East Riding Dementia Action Alliance, Yorkshire & Humber Dementia Action Alliance

1. Action Plan

1. The National Dementia Declaration lists seven outcomes that the DAA are seeking to achieve for people with dementia and their carers. How would you describe your organisation’s role in delivering better outcomes for people with dementia and their carers?

The East Riding of Yorkshire Council is aiming to improve staff and customer awareness and understanding of dementia to enable us as an organisation to support and sign post people living with dementia appropriately. 

We will, where practicable, design services around customer needs (face to face, telephone and electronic contact) and if possible adopt best practise for customer contact centres regarding signage and furnishings.

2. What are the challenges to delivering these outcomes from the perspective of your organisation?

As a large government organisation affected by spending cuts we are limited to physical changes we can make to buildings and their contents.

Member website


2. Actions

  • Member of staff to become a Dementia Friends Champion.

    A member of our internal training team will attend and complete a Dementia Friends champion session.

  • Ensure that all new staff have an awareness and understanding of dementia

    We will ensure that all new staff have an awareness of dementia by incorporating Dementia Friends awareness sessions in our new starter training package. These sessions will be delivered by a Dementia Friends Champion.

  • Improve existing staff and customer awareness and understanding of dementia.

    We will raise awareness amongst existing staff by offering awareness sessions at various locations and by cascading information through team briefs and internal communications.

  • Improve and design services around customer needs

    We will raise awareness of dementia with staff who contact customers by telephone and letter to ensure that they adapt the content/delivery as appropriate