How iCAT can change the way you support your clients for the better

Picture a new client, Gail.  Gail is being released from a short-term prison sentence and she has substance misuse issues with alcohol and is diagnosed with anxiety and depression, but hasn’t been able to get medication since her release. Gail’s Multiple & Complex Needs may present a challenge for any service supporting her – she needs help from multiple organisations, and as all of her needs affect the others her case workers need to work together as best they can.

Supporting Clients - The Old Way

Firstly, you would want to find accommodation for Gail – calling the accommodation suppliers you know or have professional connections with, searching through vacancy listing in your email inbox, and then possibly finding and completing their referral form, making sure it gets to the right person and chasing them up for a response (after digging through your inbox to find their number.)

Then support for her substance misuse and her mental health needs – going through the same process of locating the right service, finding their form, knowing who to send it to – finding your way through a complex system of support for your client.

Once Gail is settled, being supported by services. You probably won’t know how she is getting on at each service until you see her, or make a direct approach to her case workers. And Gail may be becoming frustrated going from appointment to appointment repeating the same information to different people. Her Multiple and Complex Needs may be being met, but they are being approached singularly – not as part of a single person.

Supporting Clients - Using iCAT

With iCAT, you can refer to multiple services to support different aspects of a Gail’s Multiple & Complex Needs simultaneously and directly, and then track what’s happening as services work with her.  You ask Gail to sign the No Wrong Door consent form, verifying she is happy to share information with the services we work with, and then log-in to iCAT and search for her name. If she is already on the system, you spend a few minutes uploading  her consent form and check the information in her record is up to date, and if she isn’t you spend 5 minutes to create her record. 

Then you can find the services you want to refer Gail to for support with her Mental Health, Substance Misuse, Homelessness and Reoffending and send a fully detailed referral in just a few clicks. No time wasted searching for the right contact or the right form. Referrals get sent directly to team leaders or admin staff for processing, and when they respond you have exact contact details for someone to talk to about your referrals.

Once Gail is being supported, her caseworkers across all services can keep her information up to date – as soon as a phone number or address changes you can all know about it – and record the work they are doing. Now if you want to know how support is going, log on to the system and check her Case Notes to be brought right up to date, even if you aren’t going to see her for a few weeks.

Using iCAT as part of No Wrong Door makes every step on the journey of support quicker, easier and more unified for you and your clients. If you have already attended training and have an account simply go to log in and start supporting your clients. If you haven’t had training or are unsure of your details get in touch with Alisdair at

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