Performance, Q1-Q3 • Tier 1 – assisted information – 8,906 (9,000 expected) Leicester Advice Service • Tier 2 – generalist advice Helen Child, City Operations Director – 3, 284 (4,950 target) LeicesterShire Citizens Advice Bureau Helen.Child@leicscab.org.uk • Tier 3 – specialist casework & representation – 497 (450 target) Performance Analysis Outcomes • Tier 1 – delivery through face to face advice, • Quarter 3: telephone and email. Anticipate expected – £68,158 (annualised amount) realised in numbers will be met at year end. bureau • Tier 2 – improvement throughout the year. – £14,569 (total) realised by employment Late award hampered implementation. specialist Development plan in place. – Evictions prevented, court & bailiff action • Tier 3 – exceeding targets and expect to averted, increase in rent/council tax arrears exceed annual target too. put into repayment Needs Analysis Outreach Enquiries Demographics • 33% welfare benefits • 26% identify as having a Performance disability of LTC • 15% debt • Began in September 2013 • 70% clients of working • 11% employment • 258 seen between September and end December age, only 10% under 24 • 10% housing • Ethnic diversity – more Locations • 8% relationships & done to promote the • Locations selected by LCC on a methodology based on family family service to hard to reach cluster, homelessness, health and welfare and economic activity – Emerging trend, likely link groups to cuts to family legal aid 1
Development Plan Partnership & Communications • Premises – moved to 60 Charles Street in January • Partnership is key to delivery of best service to the client. 2014 • Pilot organisation providing Crisis Support Vouchers – Additional interview and back office space • Working with other welfare advice providers in SWAP and ALP • Contact Centre expansion • Recruited a communications officer to raise profile with potential clients – from April will have 20 seats • Offer of problem noticer training to Councillors and front line - introduced phone queue in November staff, delivery of training to carers about welfare benefits • Increased access by referral and email • Campaigns – contribute to sanctions report via SWAP, • Volunteer recruitment and training highlighting rise in rent arrears in social housing, met with Ethical Trading Initiative regarding employment conditions in – Now have on-site training facilities Leicester – 3 cohorts of advisers have been trained We want to share our knowledge with as many Leicester • Smoother referral to outreach residents as possible, and to contribute to the national and local debate to make life better for everyone Added Value How to Refer • Macmillan – won extended funding to continue to • Councillors and partner agencies can refer help people with cancer and their families clients to us directly • Additional Money Advice & access to grant funds • This gives a more streamlined service for the • Ingeus – advice through the Work Programme client who will be contacted by us directly, • Discretionary Fund - £800 and will not have to give their details multiple • Volunteering & training – 25 th person this financial times. year has just moved in to paid work • The referral process is currently by completion of a form which can be emailed or posted to us. Offering online advice 24 hours a day Accessing our service For clients accessing the service without a referral, we can be www.adviceguide.org.uk reached in the following ways: • Covers the law in all Face to Face four UK countries. • LeicesterShire Citizens Advice Bureau, 3 rd floor, 60 Charles • Easy-to-use Street, Leicester LE1 1FB information in • Monday- Friday 9.00-4.30 English and Welsh and other community languages. Outreach venues • Handy fact sheets and sample letters to print. Telephone • Signposting to • 0844 417 1025 from a landline, Monday – Friday 9.30-4 trusted sources of further advice. • 0300 330 1025 from a mobile, Monday – Friday 9.30-4 2
Follow us online twitter.com/CitizensAdvice @LeicsShireCAB www.facebook.com/CitizensAdvice LeicesterShire CAB Watch our films on YouTube youtube.com/CitizensAdvice www.leicscab.org.uk 3
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