The containment measures linked to the pandemic have deeply disrupted the activity of the solidarity services within the departments. PMI (Protection Maternelles et Infantiles) and social services agents have been forced to cancel all or part of their appointments on site and at home.
The incubator of the State's digital services, Beta.gouv, has been working for a few months on the Lapins project. Born in the Pas-de-Calais region, on the proposal of two medical and social workers, the Lapins project was intended to provide an answer to the tens of thousands of appointments made in the departmental houses of solidarity (MDS) that are not honored, cancelled or replaced.
This Lapins platform, renamed RDV solidarités, allows, in period of confinement to the services of solidarity of the departments to keep the contact with the users thanks to the telephone appointments.
For example, the Pyrénées-Atlantiques services have implemented two new practices thanks to RDV-solidarités in order to adapt to this new reality in the field.
"When confinement distances the teams, organized collaboration becomes necessary. This is why the secretarial service and the social service of the Orthez site have coordinated with RDV-Solidarités to offer telephone appointments to users. The user calls the secretary's office, who makes a telephone appointment directly on the agenda of a social worker. In this way, the user's appointment process is shortened and the cost of coordination for the agents is reduced.The other initiative implemented was targeted at new RSA recipients. As it was no longer possible to receive these users on site, the organization of these mandatory appointments quickly became complex. In order to ensure continuity of operations, the services allowed users to make a telephone appointment with a social worker directly online. Four days after informing users of this possibility by email, 30% of them have already used RDV-Solidarités and made their first appointment independently.Références :
