Social Care Online Accounts

A Social Care Online Account allows you to:

• See information from a social care record
• Receive documents
• Complete forms online

Who can have an account

Your worker will discuss it with you to see if you would like to access your information in this way.

You can hold the account, or someone else can hold it on your behalf with your consent.

Information contained in an account

Your account will contain the following information from your social care record:

• Your basic details, including address, telephone numbers, date of birth
• Names of professionals from Adult Social Services who are working with you
• Any forms that you complete within the account
• Copies of assessments, plans and other forms

These documents will contain sensitive information about:

• Your support needs
• Your health
• Your history and family situation
• Any services or support that you receive
• Your financial situation

All this information will be visible to anyone who holds an account for you.

The benefits of an account

• Sharing information - you can see information from your social care record
• Convenience - you can access your account at any time to fill in a form or see a document
• Security - A Social Care Online Account is more secure than email
• In future, we will make more functions available

What you need to set up an account

• An email address
• A phone (landline or mobile)

Setting up an account

You will receive an invite to set up an account, through the email you provided, if:

• You requested a social care account yourself
• Your worker discussed this with you

Go to more information about setting up a social care online account.

If you want to close your account

You can stop holding an account at any time. You can also stop someone else from holding an account on your behalf if you no longer wish them to manage it for you.

Contact your social care worker or team to ask for the account to be deactivated.

This guidance will help you complete each step to register for a Social Care online account.

You'll need an email address and a landline or mobile phone number which has good signal. This is because you'll use it every time you log in.

How to register for an account, when invited by your worker

Check your email

• You'll receive an email titled 'Set up your My Norfolk Social Care Account'. If your worker says we've sent you an email, but you have not yet received it, check your spam folder.
• The email will contain instructions on how to proceed, including the information you will need:
  • A unique code, which you will need to make a note of
  • A link to a registration form
  • A reminder that you will need two proofs of identification

Sign in to your My Norfolk account

• If you already have a My Norfolk account, enter your email address and password, and select 'Sign in'. You can now skip to step 3 of this process, which is to log out of your My Norfolk account
• If you do not have a My Norfolk account:
  • Select 'Sign up now'.
  • Fill in your email address and select 'Send verification code'
  • Without closing the sign in page, go to your email inbox. You'll have received an email titled 'Norfolk County Council account verification code'. The email will contain a 6-digit code. Note that this email could take a few minutes to arrive. If you can't see it, check your spam folder
  • Return to the sign in page and put the code into the 'Verification code' field, then select 'Verify code'
  • Your email address will now be verified, so you can continue. Add your password, confirm password, first name and surname. Then select 'Create'
  • You now need to provide a phone number. We use this to confirm your identity every time you log in. This can be either a landline or mobile phone number, but it needs to have good signal.
  • If you are adding a landline, then select 'Call Me'. You'll then receive an automated call and get a prompt to press the hash key on your phone. If you are adding a mobile phone number, you can select 'Send Code' or 'Call Me'. If you select 'Send Code' you will receive a message containing a six-digit code, which you will need to enter.
  • You'll have to to repeat this process to confirm your phone number.
  • You'll now be at the Account setup page. Select the box next to the name of the person whose record you are being given access to and confirm that you wish to continue setting up the account. Tick the box to indicate that you have read our privacy policy (a link is provided for you to do this).
  • In the pop-up box, select 'Submit'

Log out of your My Norfolk account

Log out by selecting your name from the top of the screen.

After we activate your account

When we activate your account, you'll get an email titled 'New My Norfolk Social Care activation':

• This email means that your account is now ready to use
• The email will contain a link you can click to log in to your account. You'll need to log in to your My Norfolk account using the email address and password that you have set up

How to log in to your account

1. Go to the My Norfolk Social Care page
2. Use the top menu to select 'My Account' to go to the login screen
3. At the 'Sign in' screen, enter your email address and password, then select the 'Sign in' button:
4. On the 'Confirm your identity' screen select 'Send Code' (mobile or SMS text message-equipped devices only) or 'Call Me' (landline, mobile or SMS text message-equipped devices). This will depend on which type of phone number you have registered on your account. If you chose 'Send Code', you'll get an SMS text. Enter the code you receive in the text into the verification code field. When you've entered all 6 digits of the code you'll be automatically signed in. If you chose 'Call Me', answer the call and follow the instructions, pressing the # key when prompted to do so. Note - if you are using a smartphone or tablet that suggests the number for you to enter, please ignore this and enter the digits manually.
5. You'll now see the accounts you have access to. If you have access to several accounts, select the account you wish to access. If you only have one account, you'll go straight into the dashboard for that account.

How to log out of your account

The information contained within these accounts is sensitive. So it's important to remember to log out of your account whenever:

• You have finished using it
• You're leaving your device unattended

You can log out by selecting your name at the top of the screen and then choosing 'Logout' from the dropdown list.

The system will automatically log out after 15 minutes of inactivity. It will display a 5-minute countdown after 10 minutes of inactivity.

If you start typing or navigating, the timeout will disappear. If the period of inactivity continues to 15 minutes, it will log out.

This guidance will help you with using your Social Care online account.

Information in your dashboard

The dashboard displays four tiles. They are 'Details', 'Involvements', 'Items to view' and 'Items to complete'.

Details

This tile shows you some of the personal information we hold about you, or the person whose record you have access to.

This includes the name, address, email address and any contact numbers.

Involvements

This tile shows you the professionals who are working with you currently.

Items to view

This tile contains documents that we have sent you. You can view them at any time, print them or download them to your device:

1. Select the tile to go to the full 'Items to view' page. Unopened items appear here in bold.
2. Select the name of the document you wish to view.
3. Once you have opened the document you can save it to your device or print it by selecting the icons above or below it. These may vary depending on the browser or device you are using.

The document will remain in your account, and you can return to it at any time to view or download it.

Items to complete

This tile contains items that we have sent to you to complete:

1. Select the tile to go to the full 'Items to complete' page. Items are in the 'Items to complete for x' section (where 'x' is the name of the person whose record you have access to). You'll find the item under the 'Form Type' header.
2. Select the item to complete and submit it. Items can be partially completed, saved and returned to.

Sending a message 

Don't use the messaging function in your account for urgent messages. In urgent cases, call your worker or 0344 800 8020. 

If you have access to more than one account, you need to use the account of the person the message relates to. For example, you might want to message us to let us know when a doctor's appointment for an adult is taking place. 

How to send a message 

1. Log in to your Adult Social Care Online account
2. From your dashboard, select 'New Messages'. This will open the Messages page.
3. From the Messages page, select 'New Message'
4. In the 'Message Type' dropdown box, select your message type. This will decide who the message goes to. If you're unsure which message type to choose, call your worker
5. Fill in the 'Subject' field and put your message into the 'Message' field
6. Select 'Send'

Replying to a message

If your worker has sent you a message, you can reply by selecting the message and choosing 'Reply'.

This guidance explains how to make changes and update the details in your account.

Changing your password

1. At the login screen, select the 'Forgot your password' link
2. At the next screen, enter your email address and select 'Send verification code'
3. Go to your email account. You'll have received a message with the subject line 'Norfolk County Council account email verification code'. Open this to locate the 6-digit verification code.
4. Go back to the login screen, enter the code in the 'Verification Code' field and select 'Verify Code'
5. At the next screen you need to enter your new password twice, once in each box, then select 'Continue'
6. You'll then go back to the 'Sign in' page. You have successfully changed your password.
7. Now you can enter your email address and new password and continue with the rest of the login process

Changing the details on your account

You can change your name, address, telephone number or email address by visiting your Norfolk County Council account. See How to change your My Norfolk account details.

Changes made to your details here won't change other systems within Norfolk County Council.

If you need to change the telephone number you use for logging into your account, you must contact us - see below.

To change the details on your account:

1. Sign into your My Norfolk Account.
2. Select the 'update your details' link.
3. The details of your account will display, and you will be able to change them as necessary.
4. Once amended then select 'Submit'.

If you change your name, you'll see the change within the welcome message when you login to your Social Care Online account.

Changing the phone number you use when you log in

If you need to change the telephone number you use for logging into your account, contact your worker.

We'll need to know the email address that you use to log in.