May called OPAL because she felt that she needed a handrail next to the steps up to her front door, because she was starting to struggle with getting in and out of the house. The OPAL adviser asked if she had ever had an Occupational Therapy assessment, and she had not. The OPAL adviser made a referral to the Community Occupational Therapy team for an assessment, and the duty OT worker phoned her to assess her level of risk before adding May to the waiting list.

The OPAL adviser suggested that May might be eligible for Attendance Allowance, and May agreed to an Income Maximisation check. The OPAL adviser referred her to Citizens Advice Bureau, who paid her a home visit to complete the forms. Following her successful application for AA, May was also eligible for the MyBus service, and the OPAL adviser supported her to make an application for MyBus.