Information about the Kent Card for Social care workers

This page provides useful information for professionals including the Kent Card application form that will need to be taken with you when assessing the client.

If you have any difficulty accessing the files on this page please contact kasscommsteam@kent.gov.uk for assistance.

The Kent Card is an extension to the traditional Direct Payment process, which provides enhanced flexibility, choice and control for the client to use their social care fund in a way most appropriate to meet their need.

The Card is loaded up with the direct payment and provides a new and convenient way of receiving and spending funds, including client's own contributions.

This is in line with the principles of Self Directed Support where the individual knows how much money is available to them and has as much support as required to spend their direct payment to meet their needs.

Setting up the Kent Card

The Kent Card is offered to all service users who have met the criteria for social care and have chosen Direct Payments as the method to get their support.

The case manager will complete the application form with the service user and if applicable additional cardholder (main cardholders can also nominate another person as a secondary cardholder to use the card on their behalf).

The case manager needs to complete the Know Your Customer (KYC) check. There are two parts to the KYC process that are completed at the application stage, personal identification verification and address verification.

The form is sent to the Kent Card administrator who will check that the form is correct and the details are logged; this is then sent onto Royal Bank of Scotland (RBS).

It takes approximately ten working days to get the card to the service user.

In the first instance the card will need to be activated by dialling the number on the activation sticker on the card.

Then each time the client needs to make a payment towards the cost of their support, they can either present their card to be swiped or read out the card number, expiry date and 3-digit security number to make the payment. The value of the payment will then be deducted from the amount of credit on the card.

Clients cannot spend more than the available credit on the card, so overpayments will not occur. In cases where additional cardholders have been nominated, then the additional cardholder can, if required, activate both the primary and secondary cards at the same time.

Using the Kent Card

The cash withdrawal facility is only available across the counter at Royal Bank of Scotland branches or through cash machines that display the Visa symbol if the card is activated to do so. As a default position this facility is usually not activated unless specifically requested on the application form.

The card can be contributed to automatically if the client wishes to add more money to the card. This can be done at a RBS or NatWest branch, by post using the bank Giro slip that comes with the monthly statement, over the telephone or online.

The Kent Card is used for a wide range of services and activities from the traditional to the more innovative, dependant on the client and the desired outcome. For example
domiciliary care, day care, respite, transport, and social activities such as gym or football club membership.

The RBS issues monthly statements showing all payments made using the card, which can also be accessed securely online.

Managing the Kent Card system

The Kent Card is a stand alone manual system, and currently data is held on excel spreadsheets.

Initially two full time Kent Card Project Officers were appointed to promote the scheme in Kent and to provide specific care management support. Within finance there is a named Kent Card administrator who deals with day to day operation of the card, with additional support from area finance teams, in all equating to about one FTE post. To date 826 Kent crd applications have been processed.

The council has access to the online banking tool, Cards Online, but in addition the bank provides two types of reports; a monthly transactions report, and a quarterly balance list. The monthly transaction reports are collated by the finance team and sent to care management teams once every six months.

What you can do

Service user control and empowerment
Clients are able to add their own contributions, as well as other sources of funding
Cash withdrawal facility (on request)
Widely accepted in the UK and worldwide, including online and over the telephone
Card replacement for lost Cards within 7 days in UK, or 1 - 3 business days for a temporary emergency replacement, if lost abroad
Easily auditable (non cash only)
Fraudulent applications minimised by the Know Your Customer (KYC) checks for personal identification and address verification for both client and additional cardholder
Certain merchant groups can be blocked at any stage to prevent misuse
Provider benefits include improved cash flow as payments received within 3 - 5 working days, and greater competitive edge
FastCash - to pay directly into an individual's bank account (i.e. for Personal Assistants)
CHIP and PIN protection
Alternative arrangements available if client unable to use a PIN
RBS Secure registration is free and easy to sign up giving additional security when purchasing over internet at participating merchants
RBS fraud detection policy on unusual transactions
Detailed management information reporting
There is no single transaction limit for the Kent Card. However this limit can be specified if required.

What you can't do

No Direct Debit facility - although this can be a positive as service users are then taking control over each payment when they receive the invoice from the provider.
No standing order facility out of card (but standing orders possible onto the card e.g. for client contributions)
Some client confusion over activation process - however the 'Welcome to your Kent Card' activation guidance notes that are given to the service user at the time of application has reduced this confusion.
Some client confusion understanding statements - although RBS have now added additional notes to the statements that make them easier to understand.
No audit trail with cash withdrawals.

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