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.• mal.edgson@torfaencab.org.uk

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