the state of the bureau sep 2014
TRANSCRIPT
The state of the Bureau
Covering
• Achievements – get your own client stories ready, you will be sharing them in a minute – what difference did you/we make?
• Money• Projects• Changes to the Citizens Advice Service• Break around 2.30pm• Employability skills• Training opportunities• Open discussion and Q & A• Home time 4pm
Achievements
April 2014 – today (5 ½ months)
This time last year
22nd April – 30 Sep 2013
Monthly client totals
Advice issues
Advice by work levelone of the significant changes
First half of 2013-14 First half of 2014 -15
Demonstrates how developing our volunteer base has improved access to advice.
Your client stories!
Money
• Historically TCAB held dangerously low reserves and was considered ‘High Risk’ by Citizens Advice
• Bureaux at risk are unlikely to be successful for most funding opportunities.
• 2013-14 was turbulent year but ended with a good surplus due to unexpected windfall from WG Advice Services grant, Bron Afon contract and CLS continuation work.
• TCAB now has the security of free reserves equal to 3 months operating costs. The ‘Goldilocks Zone’ not too much etc..
• Future looks more uncertain, aim to break even or better.
Projects
• Face to Face Debt – reduced to 2 Advisers, until Mar 2017
• Communities First – until Mar 2015 awaiting decision for continuation
• S180 Housing – Until Dec 2014 awaiting decision for continuation
• Better Advice Better Lives – Until Mar 2015 awaiting decision for continuation
• Frontline Advice – awaiting decision Mar 2017
• Disability Appeals – Aug 2015 awaiting confirmation
Changes to the Service
• One Service Strategy– Making it easier to get relevant advice.– Being more influential in preventing problems.– Championing equality and reducing
discrimination.– Becoming a stronger and more sustainable
service.– Working better together as One Service.
One Service Strategy• Key areas
– Advice Framework see slide
– Audit changes rolling self evaluation audit with moderation and RAG rating
– Better technology intuitive & open source
– Social Policy > campaigns– Visual Image including logo– Tone of Voice ‘sharper and clearer about what matters cutting down on how much we try and say’
– Channel strategy more phones, more online
• Consultation currently taking place across Citizens Advice• Document available• TCAB will involve staff and volunteers in consultation on a
voluntary basis.• [email protected]
DiagnosisGreeting & introduction
Queue-buster
Quick advice Follow-up
Referral to partner
Casework
In-depth advice
Self-help
Loose
Tight
Self-help
Signpost to other info
Core advice offer – ensures we are able to provide a minimum end to end advice service
Recommended ‘modules’ to be used flexibly at the bureau’s discretion. Processes within recommended modules are largely undefined and left to bureau discretion; all contain small ‘tight’ (defined) elements to ensure consistent data capture to promote a seamless customer journey between modules and channels
Client contact
by phone, web or f2f
Client advice framework
Every client receives a brief
greeting and introduction
Designed to be used as
necessary to help manage large
queues
The most appropriate
intervention/s is/are selected from this range
All clients receive some form of
automated follow-up
Tight
Defined processes that must be followed. This will include: topic specific processes, such as for money advice; data items which need to be captured consistently; action plans for clients
Every client receives a
‘diagnosis’; could be by
appointment
v0.2
PAUSE FOR REFLECTION
Universal Credit
• UC latest research says – average annual loss per working age adult in Torfaen £590. 7th highest
in Wales. Trevethin hardest hit £850, Croesy Sth & New Inn least £430. UK Av £470.
– Biggest component of loss is incapacity benefits– Most changes impact those already in work, likelihood of increased
supply of labour increasing employment is low in Torfaen ‘s weak economy and labour market.
– Will take £34m from Torfaen economy annually– Consumer spending set to fall in SW Valleys by 4% leading to loss of
3000 jobs in service and self employed sector. This on top of LA job losses.
Expect more
• complexity in benefits enquiries• in work poverty• advocacy required to support clients through
variety of systems• increasing levels of sanctions as regulations
tighten and ‘workfare’ grows.• families borrowing to meet essentials
Local response
• TCBC Modelling advice demand and response– Likely to be localised interventions/outreach
• Communities First– Young people and employability– Literacy– Obesity – Torfaen 2nd highest in Wales– In work poverty - research
Other horizon issues
• Local authority restructure; local alliances forming and locally preferable plans emerging, possibility of Torfaen, Mon & BG.
• Health; more commissioning of soft services to meet targets and outcomes e.g. smoking cessation, alleviating pressure on beds and primary care
• Rehabilitation; success of recent initiatives of using ‘soft’ solutions nationally and by Gwent police. Very keen on debt solutions to help combat poverty related offending and substance rehabilitation.
Employability
• 81 volunteers including trustees• Around two thirds volunteer for job experience• Around two thirds of those looking for work find it. • 7 volunteers are confirmed as having left to take up work
since April• We estimate 20 volunteers find work annually, around 1/3rd of
our volunteer force• Funding from Citizens Advice to draw out employability skills
inherent in our volunteering opportunities
Employability Skills are..• Communication and interpersonal skills• Problem solving skills• Using your initiative and being self motivated• Working under pressure and to deadlines• Organisational skills• Team Working• Ability to learn and adapt• Valuing diversity and difference• Negotiation skills• Leadership• Business acumen/organisational awareness
Time for your help
• What do these skills mean in practise ?
• What examples can you come up with where you would use one of these skills in your roles at TCAB
• 30 minutes
Trainee Adviser opportunities
• We want to better develop the skills of our volunteer advisers• Training posts will be available in our Debt, benefits,
Employment and Housing teams• Minimum commitment of 12 hrs per week for 6 months• Must have reached a 20% or below standard of case checking
at Gateway• Formalises existing process so that it is clear what you need to
do, what you will get and when and how you can apply.• Clear route to post gateway learning
Opportunity Profile Type of role: Trainee Benefits Adviser BenefitsYou will gain experience of debt advice and be able to help people maximise their income by claiming the benefits they are entitled to.This role allows you to learn about and practise benefits advice It's a rewarding role which provides exceptional opportunities to learn valuable skills and to develop a greater understanding of advice work as a whole.You will gain valuable general employability skills such as team work, interpersonal skills, communication skills and problem solving.Can lead to employment opportunities in advice work Time Commitment6 monthsPart time12 hours per weekVoluntary with expenses and training paid for Support & SupervisionYou will be attached to a mentor within the Benefits team who will guide your learning. Learning will be predominantly through observation and staged practise under supervision, completion of workbooks and online training courses. There is likely to be at least two days training at another location probably in Cardiff Skills you can gainYou will eventually become a recognised Benefits adviser This role would suit you if you areInterested in developing experience as a Benefits adviserA Gateway Adviser who has achieved a case checking rating of below 20%Able to meet the minimum time commitment Application process Just notify us of your interest by the date specified. Selection will be by informal interview and qualifying criteria
Opportunity Profile Type of role: Trainee Debt Adviser BenefitsYou will gain experience of debt advice and be able to help people stabilise their financial situation and start to transform their lives.This role allows you to learn about and practise debt advice and can lead to accredited training via the Institute of Money Advisers following a minimum of 2 years in practise.Student membership of the Institute of Money AdvisersIt's a rewarding role which provides exceptional opportunities to learn valuable skills and to develop a greater understanding of advice work as a whole.You will gain valuable general employability skills such as team work, interpersonal skills, communication skills and problem solving.Can lead to employment opportunities in advice work Time Commitment6 monthsPart time12 hours per weekVoluntary with expenses and training paid for Support & SupervisionYou will be attached to a mentor within the Debt team who will guide your learning. Learning will be predominantly through observation and staged practise under supervision, completion of workbooks and online training courses. There is likely to be at least two days training at another location probably in Cardiff Skills you can gainYou will eventually become a recognised debt adviser and qualified This role would suit you if you areInterested in developing experience as a money or debt adviserA Gateway Adviser who has achieved a case checking rating of below 20%Able to meet the minimum time commitment Application process Just notify us of your interest by the date specified. Selection will be by informal interview and qualifying criteria
Questions before home time