Before you start

This is not an emergency service If you need urgent help or there is an emergency, use the official services. The configured emergency number is 112.

Your Social Support page is private. When you sign in with your account, you should only see your own support information and actions.

1. Accessing your page

1. Open the private Social Support page provided to you by the Concello.
2. Sign in with your username and password.
3. When you finish, select “Log out”, especially if someone else uses the phone, tablet or computer.

2. What you will see

These sections may appear on the page. They are not always all shown: this depends on your support arrangements and the time.

Section	Purpose
Support panel	Summarises your status and upcoming contacts.
I’m OK	Lets you confirm a check-in when one is available.
Support status	Shows your status and, where applicable, lets you cancel your support arrangements.
I need a call	Requests that the team contact you.

3. Viewing upcoming contacts

The Support dashboard may show the date of the next contact and how it will take place: by telephone, email or through the portal.

If no contact is shown This does not mean there is an error. There may not yet be a scheduled contact.

4. Scheduling a contact

1. Look for the option to schedule a future contact.
2. Choose the date and an available contact method.
3. Confirm the request.
4. Check that the contact appears in your list.

The system allows up to 3 open future contacts. If you already have the maximum, you will need to wait or cancel one that can be cancelled.

5. Cancelling a future contact

If a cancellation option appears next to a contact, you can use it. Check-ins generated by a plan cannot be cancelled individually using this option.

6. The “I’m OK” button

“I’m OK” is not available at all times. It only appears or becomes active when there is an actual check-in within its valid time window.

1. When confirmation is available, select “I’m OK”.
2. Wait for the page to confirm that it has been recorded.
3. Do not press the button again if you have already received confirmation.

If it says no check-in is available Do not try to force it. It may be outside the valid time window, already confirmed, or there may be no pending check-in.

7. “Please call me”

1. Select “Please call me”.
2. Wait for the message confirming that the request has been received.
3. The team will see a priority task to contact you.

You do not need to press it repeatedly If you request it again within 30 minutes, the system prevents a duplicate task. This helps the team see a single clear request.

This button is not an emergency service either and does not guarantee an immediate call.

8. Cancelling support

Cancelling support is an important action. The system therefore asks for two explicit confirmations before proceeding.

• Read the full notice before confirming.
• If you are unsure, do not continue; ask the Social Support team.
• On cancellation, related pending tasks and check-ins are closed or disabled according to the service’s rules.

9. If something does not work

What you see	What to do
The page is empty	Check that you are signed in with the correct account. If the problem persists, contact the team.
“I’m OK” is not shown	There may not be an available check-in at that time.
“Please call me” is not shown	Tell the team; do not try using another account.
I pressed “Please call me” twice	That is fine: the system prevents a duplicate task within 30 minutes.
I can see someone else’s data	Close the page and report it immediately. Do not take screenshots or share that data.

10. Protect your privacy

• Do not share your password.
• Log out on shared devices.
• Do not send screenshots of your support information through messaging services unless authorised staff ask you to do so through a secure channel.
• The page is designed to show only limited information about your own support arrangements.