| Question |
Answer |
| Q1. What should I do if its urgent? |
Phone 0300 123 4042 to report as an urgent safeguarding referral, and 999 if it is necessary for the police to be notified/in attendance |
| Q2. When is the portal available? |
The portal is available to use 24/7, however the submissions are only monitored from 09:00-17:30 Mondays – Thursdays, and 09:00-16:30 on Fridays, so if the referral is urgent outside of these times then please call 0300 123 4042 to report it.
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| Q3. Do you still take phone calls? |
Yes - it's just replacing the email and old word document. |
| Question |
Answer |
| Q1a.How do I reset my password? |
Go through the "forgotten password?" link on the login screen of the portal. |
| Q2a. Is the two-step authentication mandatory? |
Yes, the two-step authentication cannot be removed. This is to ensure that no one else can access your portal account, and therefore the service user's data remains safe. |
| Q3a. I haven't received the authentication code? |
Check your spam folders for the code, it may be necessary in your organisation to contact your IT department to check the spam. If the code still has not been found, you can contact ACS.DigitalTechnology@hertfordshire.gov.uk who will provide assistance. |
| Q4a. How do I bookmark the Portal URL (website address)? |
To bookmark the portal, click on Favourites in your web browser (this is usually a button in the shape of a star on the right of the address bar) and select either "Add" or "Add to Favourites" depending on the web browser that you are using. |
| Question |
Answer |
| Q1b. What do I do if I don't know the service user's date of birth? |
If you are unsure of the date of birth, enter the best estimate that you have and underneath tick the "estimated" box. |
| Q2b. What do I do if the address is not appearing from my search? |
The results from the address search are those that our system gazetteer contains, if the address is correct but does not appear after a search, that means it is not contained within our gazetteer. In this case, please enter the address manually. |
| Q3b. What do I do if the address is unknown? |
If you search with "unknown" within the postcode field, the search will return a list of "addresses" that only contain the word unknown, select one of these and continue. |
| Q4b. If a child is listed in the Risk section, would the Adults Safeguarding team contact the Children's team? |
The Adults team would expect that a safeguarding referral would also be raised for the child by the referrer and would check the Children's system for it. |
| Q5b. Can the form be saved? |
Yes – the form can be saved at any stage. |
| Q6b. How long after inactivity will the form time out? |
A warning will be given after 13 minutes of inactivity, and the actual time out will occur after 15 minutes of inactivity. |
| Q7b. How do I send a photo? |
Before submitting the form, you will have the option to upload any relevant documentation. |
| Q8b. How much data can be sent? |
The size limit for a document to be uploaded is 5mb. |
| Question |
Answer |
| Q1c. Can I see what I've submitted? |
Yes – you can view all previous forms submitted within the last 30 days under “Submitted forms” within the portal. |
| Q2c. Will I get a reference number? |
Unfortunately, the system cannot at this point generate reference numbers. This may be something that is introduced in the future. |
| Q3c. Will I be notified that the referral has been received? |
You will be notified that the form has been successfully submitted, following this – once a decision has been made by the safeguarding team - you will receive a message regarding the progression of the referral.. |
| Q4c. Will I find out if my referral has been accepted as a safeguarding? |
Yes – you will receive a message through the portal informing you whether the referral was progressed to a safeguarding or otherwise once this decision has been made by the safeguarding team |
| Q5c. Will I be told when the referral is closed? |
You will only be notified to inform you whether the referral is being progressed to a safeguarding concern or otherwise. |
| Q6c. How can my manager see my work? |
If a secure generic email has previously been in use for referring safeguarding concerns, this email can still be used through the portal (you will be asked to supply your name and individual contact information in case the safeguarding team require further information).
Alternatively, you can save your submitted forms in an appropriate location.
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