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Welfare Rights and Debt Advice in Salford Panel Pack December 2011 Welfare Rights and Debt Advice in Salford Panel Pack December 2011

Contents Slides 1 – 5: Background and Spotlight Process 6 – 16: Current Service Contents Slides 1 – 5: Background and Spotlight Process 6 – 16: Current Service Overview 17 – 20: Current Funding 21 – 26: Impacts on Service 27 – 35: Feedback and Reviews 36 – 54: Options for Going Forward 55 – 58: Conclusions

Background 1 • Spotlight review agreed in July at Broadwalk: backdrop of major welfare Background 1 • Spotlight review agreed in July at Broadwalk: backdrop of major welfare reform and cut backs in public sector resources • Need to look at the role of welfare rights & debt advice in addressing the city's priorities, especially in tackling poverty • An element of a wider reform of public services in the city • Phase 1 complete - focused on City Council and resulted in telephony transfer saving circa £ 100 K • Phase 2 spotlight – establishing both Stakeholder and Core Groups

2 Spotlight Process Week 1 - 2 3 - 4 5 - 6 7 2 Spotlight Process Week 1 - 2 3 - 4 5 - 6 7 - 8 Stage The Issue As Is To Be Options Project Planning: Key Products & Tasks agreed; Team established; Resources identified; Methods agreed; Stakeholders Engaged. SPOTLIGHT: Analysis of the issue; its cause and effects on service delivery Providers (managers, advisers), key stakeholders, Clients Best Practice elsewhere Analysis of the commissioning & delivery systems; impact assessments; initial options ‘Quick wins’ – supporting local ideas Immediate, medium and long term commitments to improve delivery Presentation to panel of key stakeholders

Roles and Responsibilities Planning Group Undertakes Project management, facilitation, data analysis and reporting to Roles and Responsibilities Planning Group Undertakes Project management, facilitation, data analysis and reporting to the core group Admin Provides Administrative support Core Group Leads and owns the Spotlight process and it's output Staff & Customers Provide insight into the ‘As is’ and Suggestions for options For change Stakeholder Group Informs the Spotlight process Panel Signs off the outputs of the Spotlight 3

Who has been involved Staff & Customers Core Group Consultation with: 5 x customers Who has been involved Staff & Customers Core Group Consultation with: 5 x customers 7 x frontline staff 4 * Age Concern Salford * Carers Centre / Gaddums * Combined Hospitals CAB * Salford City Council WRDA, CT/HB, Housing, Skills & Work * Salford CVS * Salford Mental Health CAB * Seedley & Langworthy Trust * TUC Centre Stakeholder Group * Age Concern Salford * Binoh Manchester * Broughton Trust * Christians Against Poverty * City West Housing Trust * Crossroads * Disabled Living * Great Places * Hundreds Health – Salford * Jewish Federation * Jobcentre Plus * Macmillans * Making Space * Mind * NHS Salford * Probation Service * River Valley Credit Union * Salford Disability Forum * Salford Link * Salford Women’s Aid * Salford Women’s Centre * Salix Homes * University of Salford * Unlimited Potential * Yemeni Community Ass’n Panel * Leader of the Council * Lead Member for Finance & Support Services * Lead Member for Neighbourhoods, Culture & Leisure * Strategic Director for Community Health & social Care * Strategic Director for Customer & Support Services * Chief Officer Salford CVS * Acting Locality Managing Director NHS Salford * 2 x Community Committee Chairs

5 Spotlight Journey Who? Number Range of services Current Need Features Type & Level 5 Spotlight Journey Who? Number Range of services Current Need Features Type & Level of service Funding & Source Potential Impacts Current + Provision Quals & Accreds Availability & Access Welfare Reform Future Need + Political will Future Provision Minimum Requirements Staff interviews Customer Journeys Best Practice Funding Projections Other impacts Design elements Wider Implications

6 Current Service Overview 6 Current Service Overview

Levels of Provision 7 1 Information Basic • Information point • No staff interaction Levels of Provision 7 1 Information Basic • Information point • No staff interaction 2 Intermediate • Limited staff interaction – where information is a part but not the primary activity (eg, library) Advanced • Dedicated service of information provision where staff support the public to use the available information General • Diagnose problems • Give information and explain options • Identify further action that can be taken • Give basic assistance (eg, form filling) General + Casework All of 4+ • Take responsibility for action on behalf of the client (eg, negotiation, advocacy, follow-up work) Specialist All of 4 & 5+ • Representation at tribunals, County Court, Magistrates Court • Identify cases for Judicial Review (High Court) • Refer cases for Court of Appeal 3 4 General 5 Specialist 6

8 Service Providers Action for Blind People Cathedral Centre Housing Providers START SMART in 8 Service Providers Action for Blind People Cathedral Centre Housing Providers START SMART in Salford Together Women Project AWARM Crossroads Base UK BASIC Body Positive Deafness Support Network Macmillans MIND Care Providers Disabled Living Henshaw’s Society for the Blind Salford Disability Forum Stroke All below + Association Binoh Connexions City West Great Places GPs Jewish Fed Unison Jobcentre + Making Space Probation Service River Valley CU Unlimited Potential Salix Homes SCC Children’s Services Salford NHS / PCT Information SCC Housing Advice Service SCC Social Care Salford Link 30+ agencies Steady Readies University of Salford Women’s Centre Work Solutions Yemeni Community Association General Revive Broughton Trust Women’s Aid Salvation Army All below + Age Concern Salford Carers Centre / Gaddums Christians Against Poverty Seedley & Langworthy Trust TUC Centre Specialist CAB - Comb. Hosp CAB - MH CAB - Salford 4 SCC WRDA 9 agencies Core Group

Agreed Terms & Definitions 9 Welfare Rights Independent advice on and promoting the rights Agreed Terms & Definitions 9 Welfare Rights Independent advice on and promoting the rights to benefits and maximising benefit take up Debt Advice Independent advice providing practical assistance in managing debt and promoting debt awareness Signposting Where you dispense knowledge of a range of service providers to enable customers to empower themselves to access services before any advice has been given Referral Where you cannot help them further in a current matter where a client relationship has already been established Universal Providing Welfare Rights and/or Debt Advice for anyone Targeted Providing Welfare Rights and/or Debt Advice for a specific client group, eg for people with disabilities or a specific geographical area Levels of Provision Welfare Rights and Debt Advice has three recognised levels of delivery: Information, General and Specialist

WRDA Offices and Bureaux 10 SCC WRDA Salford CAB Gaddum / Carers Centre Christians WRDA Offices and Bureaux 10 SCC WRDA Salford CAB Gaddum / Carers Centre Christians Against Poverty Salford CAB TUC Centre Salford CAB Age Concern MH CAB Com Hosp CAB Salford CAB Seedley & Langworthy Trust Note: Does not include services through GP Surgeries, Gateways or other facilities

Communities with potentially the 11 Greatest Need Little Hulton Walkden North Pendlebury Little Hulton Communities with potentially the 11 Greatest Need Little Hulton Walkden North Pendlebury Little Hulton Kersal Broughton Winton Broughton Irwell Riverside Ordsall Winton Langworthy Eccles Langworthy Key: Most Deprived Highest Unemployment Highest Long-term Unemployment (1 year +) Highest Sickness & Disability Benefits Highest Child Poverty Highest Lone Parents Fuel Poverty

12 Customer distribution Little Hulton Walkden North Pendlebury Eccles Broughton Winton Weaste Irwell Riverside 12 Customer distribution Little Hulton Walkden North Pendlebury Eccles Broughton Winton Weaste Irwell Riverside & Barton Seedley Langworthy Key: Top five highest service users Next five highest service users

Current Need Salford • 229, 000 people and 109, 000 households • 18 th Current Need Salford • 229, 000 people and 109, 000 households • 18 th most deprived local authority area (6 th within the 6% most deprived in England) • 28, 000 adults out of work and in receipt of benefits (16, 000+ in receipt of sickness related benefits) • 7, 500+ families and around 14, 750 children living in poverty • 35, 114 customers receive Council Tax Benefit and/or Housing Benefit • 8, 720 households have Council Tax arrears problems • Median pay levels 12% lower than the national level • 400 families are classed as homeless • 2 nd highest landlord and mortgage possession claims in Greater Manchester (1, 315 claims leading to 950 court orders) 13

Qualifications, Accreditations and Licenses Staff 14 Organisation Information • Staff experience • None required Qualifications, Accreditations and Licenses Staff 14 Organisation Information • Staff experience • None required General • Various NVQs (eg, Customer Services/Benefits Advice; Information, Advice and Guidance) • National CAB Adviser Training • LSC General Quality Mark • Matrix Standard for Information Advice and Guidance Services Specialist • LSC Specialist Quality Mark • Approved DRO Intermediary • DRO Accredited • Member of the Institute of Money • Authorised Insolvency Practitioner Advisers • Member of Advice UK • OFT Group Debt Counselling License However, few organisations in Salford have relevant advice accreditations and licenses Do they need them?

Service Summary SCC WRDA Service 15 Based at the Civic but deliver through the Service Summary SCC WRDA Service 15 Based at the Civic but deliver through the Gateways, GP Surgeries, Little Hulton Children’s Centre and home-visiting: Provide range of specialist welfare rights and debt advice including Charging Assessments Salford CAB 5 Bureaux throughout the city but also deliver through GP Surgeries and home-visiting: Provide wide range of general and specialist welfare rights and debt advice including Legal Aid Combined Hospitals CAB Based at Hope Library: provides welfare rights and debt advice to Salford residents and people with a connection to Hope Hospital. Also provide an outreach service to Royal Manchester Children's Hospital and Manchester Deaf Centre Salford Mental Health CAB Based at Prestwich and Meadowbrook hospitals: A specialised debt service for Service Users of Mental Health in Salford which provides advice and advocacy services Generalist Agencies Located throughout the city focussing on different customer needs, eg: SALT target residents in Seedley & Langworthy; Gaddums support carers, TUC with employment issues, target Barton and support ex-prisoners Provide face-to-face advice, negotiation and advocacy support

Customer Profile SCC WRDA Service 7, 337 clients Salford CAB 20, 130 clients Older Customer Profile SCC WRDA Service 7, 337 clients Salford CAB 20, 130 clients Older People 47% On Benefits 70% Disabled 56% On Benefits 39% Mental Health 20% Ill Health 38% Lone Parents 9% Disabled 18% Older People 28% Combined Hospitals CAB 3, 583 clients Hospital Patients 89% Salford Mental Health CAB 529 clients BME 7% Mental Health 100% Disabled 37% Financial Gains £ 9. 25 m £ 12. 5 m BME 16% Older People 22% £ 1. 4 m BME 9% Unemployed 35% 16 Older People 3% £ 1. 1 m £ 24 m +

17 Current Funding 17 Current Funding

Funding for General and Specialist 18 Provision 2010/11 Clients 2011/12 £ 1. 3 m Funding for General and Specialist 18 Provision 2010/11 Clients 2011/12 £ 1. 3 m 22, 880 £ 1. 1 m £ 300 k 1, 726 £ 269 k £ 299 k 2, 579 £ 291 k £ 1. 1 m 5, 100 £ 1. 0 m £ 3. 0 m 32, 285 £ 2. 7 m CORE BUDGET SCC funded provision: Welfare Rights, Debt Advice & Charging Assessments Core grant to Salford CAB SPECIFIC BUDGET SCC & PCT funded provision: Combined Hospitals CAB & Salford Mental Health CAB SCC in-house delivery for GP surgeries, Mental Health & people with Learning Difficulties SERVICE CONTRACTS SCC and PCT funded provision (Personalisation): Advocacy Service General Information & Advice Service Carers Services OTHER All other funding: Money Advice Service (Face 2 Face) Legal Services Commission (Legal Aid) Big Lottery, etc

Customer Profile by Funding 19 CORE BUDGET 22, 880 clients Older People Families & Customer Profile by Funding 19 CORE BUDGET 22, 880 clients Older People Families & Unemployed BME & Immigration SPECIFIC BUDGET 1, 726 clients Mental Health Learning Difficulties Hospital & GP Surgeries SERVICE CONTRACTS 2, 576 clients Hospital & GP Surgeries Carers & Advocacy Housebound Debt Targeted Local Provision OTHER 5, 100 clients Legal Aid

Funding Conditions and Trends 20 CORE BUDGET Flexible but subject to significant cuts in Funding Conditions and Trends 20 CORE BUDGET Flexible but subject to significant cuts in Local Authority funding Statutory Charging Assessments SPECIFIC BUDGET PCT funding secured to 2013, then transferred to GP Commissioning – future uncertain Some Local Authority funding cuts SERVICE CONTRACTS Transferred to Personalisation contracts with Local Authority cuts Some WRDA expected to be delivered OTHER Legal Aid reduction by 10% Legal Aid and Money Advice Service contracts to be reviewed October 2013 Big Lottery and other contracts to be retendered

21 Impacts on Service 21 Impacts on Service

Financial Forecast Service 2010/11 Core Budget £ 1. 3 m Clients 22, 880 2011/12 Financial Forecast Service 2010/11 Core Budget £ 1. 3 m Clients 22, 880 2011/12 - 30% SCC over 3 yrs £ 1. 1 m £ 616 k - 30% Grants 2 yrs Specific Budget £ 300 k 1, 726 £ 269 k 2012/13 - 30% SCC over 3 yrs 22 2013/14 - 30% SCC over 3 yrs £ 470 k - 30% SCC over 3 yrs £ 216 k ? ? ? GPs - £ 388 WRDA £ 230 k Service Contracts £ 299 k 2, 579 £ 291 k - 30% Contracts £ 251 k Other £ 1. 1 m 5, 100 £ 1. 0 m - 10% LSC & Lost Contracts £ 944 k £ 3. 0 m 32, 285 £ 2. 7 m £ 251 k ? ? ? provision £ 2. 0 m Lost Contracts £? ? ? £ 1 – 1. 8 m

23 Welfare Reform: Changes ing nd e Sp & ) ive t ns (CSR 23 Welfare Reform: Changes ing nd e Sp & ) ive t ns (CSR dge e h u pre view cy B m e en R rg Co e Em al C ers Univ redit Working Tax Credit E Su mplo ppo ym rt A ent & (ES llowa nce A) Housing Benefit Co un cil Social Fund nce llowa A iving ility L A) to t ymen Disab (DL ce Pa enden Indep P) nal (PI Perso Pension Cre dit Tax Ben efit

Welfare Reform: Individual Impacts 24 Salford Residents CSR/Emergency Budget + Working Tax Credit Housing Welfare Reform: Individual Impacts 24 Salford Residents CSR/Emergency Budget + Working Tax Credit Housing Benefit Council Tax Benefit DLA PIP Universal Credit Social Fund Pension Credit ESA £ 20 m £ to families with children Income of workers Rent arrears, possessions, homelessness Council Tax arrears £ 8 m to disabled people £ to poorest families but not all Use of sub-prime lenders & loan sharks £ to pensioners Local Economy £ 25 m & 950 jobs £ to the local economy Spending power of working people £ 3. 3 m & 125 jobs Services Impacted WRDA, benefits Administration, mental health support Education providers, child care provision Work Programme Better Life Chances, etc Housing Advice, WRDA, Housing Benefits, Adult Social Care WRDA & Council Tax Benefit £ 10 m & 380 jobs Adult Social Care Unclear as yet WRDA & Housing Benefit Unclear as yet WRDA No significant impact WRDA

Welfare Reform: Impacts Salford Residents Local Economy • Increased indebtedness • £ 36 m Welfare Reform: Impacts Salford Residents Local Economy • Increased indebtedness • £ 36 m per annum • Increased arrears of rent and Council Tax • 1, 500 jobs lost • Increased use of high interest lenders and loan sharks • Increased homelessness presentations and homes at risk of possession • Fewer people with contents insurance • Fewer people with savings • Higher levels of depression & mental health problems From changes to Incapacity Benefit / Employment Support Allowance, Council Tax and Disability Living Allowance 25 Services • Major changes to Housing and Council Tax Benefit Sections • Council Tax collections more difficult & arrears likely to increase • Housing providers likely to be faced with Increased rent arrears & difficult allocation decisions • Reduction in income from charging for home/day care Need for Welfare Rights & Debt Advice Services

Other Impacts and Wider Implications 26 Unemployment Fuel Costs House Prices Rents Older People Other Impacts and Wider Implications 26 Unemployment Fuel Costs House Prices Rents Older People Use of Credit Need for Welfare Rights and Debt Advice Services Need for other support services Effects on Mental Health Crime & effect on Police & Probation Homelessness & call on housing Worsening inequalities Fuel Poverty

27 Feedback and Reviews 27 Feedback and Reviews

SWOT Analysis Strengths • Skilled and experienced staff • Independent and established provision • SWOT Analysis Strengths • Skilled and experienced staff • Independent and established provision • Trusted and respected • Holistic approach • Quality provision • Accessible (including outreach) • Liaison and links with other services Opportunities • Increasing number of clients/customers • Reach ‘hidden’ customers • Embed ‘early intervention’ • Improving and increasing online self-service • Accessing and managing data • Working with other services • Role of frontline staff • Lobbying • Targeting • Spotlight – to see the bigger picture 28 Weaknesses • Lack of capacity • Not being able to maximise online self-service • Insufficient targeting • Ability to share information Threats • Downward economy • Increasing number of clients/customers = demand • Decreasing funding/budgets • Welfare Reform • Legislation changes • End of contracts • Uncertainties • Loss of staff = loss of skills/experience (including volunteers) • Overwhelmed – trying to do too much

Political Soundbites Scrutiny Commission Poverty and Financial Inclusion, 23 August 2011 • A more Political Soundbites Scrutiny Commission Poverty and Financial Inclusion, 23 August 2011 • A more personalised approach to be taken rather than looking at different debt in isolation • A more joined up approach with partners would be beneficial and the sharing of information where possible could enhance debt and financial advice services Policy Forum on Family Poverty, 19 October 2011 • Value the Council’s own Welfare Rights and Debt Advice Service – helping people understand what they’re entitled to • Money management through welfare and debt advice, education, mainstreaming the credit union approach • The advice service is very busy but Salford City Council is cutting service • Why are we cutting welfare advice now? When it’s needed! 29

Customer Journey Interviews Joanna CAB Combined Hospitals Darren Transition from benefits to work Wendy Customer Journey Interviews Joanna CAB Combined Hospitals Darren Transition from benefits to work Wendy GP Surgery William ESA re-assessment appeal leading to Pension Credit David Debt advice 30

Feedback from Customers Information was a god send Wanted to know about you as Feedback from Customers Information was a god send Wanted to know about you as a person Advisor was a mine of information Support was invaluable Feel guilty claiming benefits Didn’t know what to do Plenty of other things to do with my shortened life Extremely pleased with the service Went the extra mile 31 Took all the stress out Didn’t use gobbledygook Filling the forms is not easy Without it I would either be dead or in jail Forced to rely on savings Excellent Easy to get access to the service Warm and welcoming

Some Key Points from Customers 32 Continuous support with a dedicated advisor/worker Various means Some Key Points from Customers 32 Continuous support with a dedicated advisor/worker Various means of access – home visits, GP surgeries, library, offices, hospital Warm, welcoming, professional and reliable Expert knowledge Support provided was easy to understand Quick and efficient help Not very well publicised Only used in times of crises or emergency

Staff Interviews Barrier Solution ? Limited contact with partner agencies Direct contact points Restricted Staff Interviews Barrier Solution ? Limited contact with partner agencies Direct contact points Restricted data sharing / access System review & data sharing protocol Poor information for customers Better materials & outreach Poor access to information Client centred approach is essential Quality of some services Agreed quality standard/s Training & continuous up-skilling Shared training Some contractual issues / funding Triage & shared resources Customers confused over which service to use Central point of contact & simplified system 33 ? ? ? ?

Other Practice Reviews 34 Manchester Oldham £ 3 m (Community Legal Services / Manchester Other Practice Reviews 34 Manchester Oldham £ 3 m (Community Legal Services / Manchester City Council) £ 507 k 6 Community Legal Advice Centres (CLACS) through CABx Manchester Advice (council in-house provision) decommissioned CAB won the single tender to deliver WRDA Operate in all 6 districts & through council facilities No council in-house specialist provision: call centre Pros: • Pooled funding • Increased self-service • Centres within the community Pros: • Commissioning process • Specification in place • Shared resources Considerations: • Access is slow • Private sector competitive • Loss of training • LSC may pull funding • Lost specific BME support Considerations: • Lost Law Centre contract • CAB contract issues – too short Stockport Tameside £ 1. 4 m (including funding from Stockport Homes) £ 700 k (council funded including £ 156 k to CAB) Hub & spoke with 10 local centres Triage system (council, CAB and others) No significant budget reductions this year Pros: • Strong partnership • Coordinated provision through triage system • Self-service is encouraged • Customer focus Considerations: • Not ABG funded so cuts have not been so severe Large council in-house service (21 fte staff) – range of access and support methods used CAB to relocate to council premises Pros: • Well respected • Well established • Good political support • Strong partnership with CAB Considerations: • Other funding streams not integrated. Need to use services outside the authority loss of revenue & control

Pointers for the Way Forward 4 main areas for improvement: Self-Service Not well publicised Pointers for the Way Forward 4 main areas for improvement: Self-Service Not well publicised Better materials & outreach Increased self-service in Manchester Self-service is encouraged in Stockport Various means of access Triage & shared services Coordinated provision through triage in Stockport Triage Collaboration Expert knowledge, quick & efficient help Shared training; data sharing protocol & agreed quality standard/s Strong partnership & CAB to relocate to council premises in Tameside Early Intervention & Prevention Only used in times of crisis or emergency Client centred approach is essential Customer focus in Stockport 35

36 Options for Going Forward 36 Options for Going Forward

Levels of Improvement 37 Transactional Transitional Transformational (can happen immediately) (6 months to 1 Levels of Improvement 37 Transactional Transitional Transformational (can happen immediately) (6 months to 1 year to get off the ground) (Longer term – usually 1 year +) Quick wins Easy to implement without complex negotiations Changes can take place within individual organisations Little or no resource implications Improvement often focused around better communications between agencies delivering in the same service area Existing delivery system remains largely intact but with bolder attempts to tackle common issues/problems through partnership working Usually takes longer to implement with more resources implications and consequently more ‘permissions’ need to be negotiated Delivery system re-thought in a new, integrated way Significant, collective re-shaping of services, with common assessment of need, referral systems, and case management Huge organisational change implications for workforce, financial management and governance

Options for Transformation Transactional Quick Wins As is Self-Service Triage Collaboration • Some on-line Options for Transformation Transactional Quick Wins As is Self-Service Triage Collaboration • Some on-line provision • CAB Kiosks in Gateways Transitional Transformational • Combined on-line services • CAB & SCC • Direct access WRDA Service to officers • Channel shift • Signposting & • Market Place / referral Gateways • Some agency collaboration 38 • Wellbeing Portal • Single Customer Account • Whole system triage • Demand • Joint • Stronger links management Investment with Housing • Planning Plan Advice & other arrangements • Collaborate services • Data sharing beyond Salford Early Intervention & Prevention

39 Self-Service: As Is ts h rerig a • Some on-line provision f /wel. 39 Self-Service: As Is ts h rerig a • Some on-line provision f /wel. uk v o rd. g lfo sa • CAB Kiosks in Gateways ney • Wellbeing Portal • Single Customer Account guide. org. uk communitylegaladvice. org. uk mo • Combined on-line services advice adv ice ld iona nat ser vic cccs. co. uk o laww . u s. org rk k e. o rg. u k k. co. u tline eb shelter. org. uk lawso ciety. o rg. uk

Self-Service: Quick Wins • Some on-line provision Walkden ? 40 Broughton Hub ? • Self-Service: Quick Wins • Some on-line provision Walkden ? 40 Broughton Hub ? • CAB Kiosks in Gateways 4 x • Combined on-line services • Wellbeing Portal • Single Customer Account Pendleton Eccles ? ?

Self-Service: Transitional • Some on-line provision • CAB Kiosks in Gateways • Combined on-line Self-Service: Transitional • Some on-line provision • CAB Kiosks in Gateways • Combined on-line services • Wellbeing Portal • Single Customer Account 41

Self-Service: Transformational • Some on-line provision 42 Integration into the Ways 2 Wellbeing • Self-Service: Transformational • Some on-line provision 42 Integration into the Ways 2 Wellbeing • CAB Kiosks in Gateways • Combined on-line services • Wellbeing Portal • Single Customer Account and Single Customer Account on-line resources

Wellbeing Portal 43 Wellbeing Portal 43

Single Customer Account: Screen 44 Single Customer Account: Screen 44

45 Triage: As Is • CABx & SCC WRDA Service • Signposting & referral 45 Triage: As Is • CABx & SCC WRDA Service • Signposting & referral • Direct access to officers • Market Place / Gateways • Channel shift Already operate their own triage systems Range of existing Signposting Self& Referral referral Routes: Health • Whole system triage Care Providers Friends & Relatives Advice Agencies Housing Providers SCC Services Councillor s Other Agencies

Triage: Quick Wins Direct route into advice services for staff of other agencies to Triage: Quick Wins Direct route into advice services for staff of other agencies to access support and information • CAB & SCC WRDA Service • Signposting & referral • Direct access to officers • Market Place / Gateways • Channel shift 46 Walkden Swinton Civic Broughton Hub Irlam Library Pendleton • Whole system triage Eccles

Triage: Transitional • CAB & SCC WRDA Service • Signposting & referral 20% City Triage: Transitional • CAB & SCC WRDA Service • Signposting & referral 20% City West 44% of customers live in Registered Social Landlord properties 14% Salix Homes 10% Other Housing Associations • Direct access to officers • Market Place / Gateways Housing Providers Customer Contact Centre Working Neighbourhood Teams • Channel shift • Whole system triage 47 Staff Training with ongoing staff support

Triage: Transformational Identification & Brief Intervention • CAB & SCC WRDA Service No • Triage: Transformational Identification & Brief Intervention • CAB & SCC WRDA Service No • Signposting & Self-service referral Signposting • Direct access to officers • Market Place / Gateways Enhanced front-line information service Yes Referral To assess: • Whether referral can support themselves, be managed by General support agency or needs referral to a Specialist • Whether referral agency has capacity to deal with the issues & provide them with Support • Maximise capacity Diagnosis & Triage Action No Problem resolved Yes Casework & General Support • Channel shift Problem resolved • Whole system triage Further Support Specialist Advice Problem resolved 48 Light Touch

Collaboration: As Is • Some agency collaboration • Stronger links with Housing Advice & Collaboration: As Is • Some agency collaboration • Stronger links with Housing Advice & other services • Demand management • Planning arrangements • Data sharing • Joint Investment Plan • Collaborate beyond Salford CAB & Combined Hospitals CAB: Legal Aid Salford CAB & SCC WRDA: GP Practices CABx & SCC WRDA: BME communities CABx & SCC WRDA: Court rota CABx & SCC WRDA: Staff Training 49

Collaboration: Quick Wins 50 • Some agency collaboration • Stronger links with Housing Advice Collaboration: Quick Wins 50 • Some agency collaboration • Stronger links with Housing Advice & other services • Demand management • Planning arrangements • Data sharing • Joint Investment Plan • Collaborate beyond Salford Welfare Rights & Debt Advice Services Housing & Homelessness Advice Services

Collaboration: Transitional • Some agency collaboration Age Concern, CABx, TUC & SCC WRDA: Regular Collaboration: Transitional • Some agency collaboration Age Concern, CABx, TUC & SCC WRDA: Regular Meetings 51 CABx & SCC WRDA: 3 yr planning • Stronger links with Housing Advice & other services • Demand management • Planning arrangements • Data sharing • Joint Investment Plan • Collaborate beyond Salford “Citizen Light” Case Management

Collaboration: Transformational • Some agency collaboration • Stronger links with Housing Advice & other Collaboration: Transformational • Some agency collaboration • Stronger links with Housing Advice & other services • Demand management • Planning arrangements • Data sharing • Joint Investment Plan • Collaborate beyond Salford Bolton + Wigan + Salford + Trafford + Manchester 52

Early Intervention & Prevention 53 Education Financial capability Web info Schools Housing Associations Jobcentre Early Intervention & Prevention 53 Education Financial capability Web info Schools Housing Associations Jobcentre Plus A 4 E Contact Centre Gateways Jobcentre Plus Other agencies Initial Assessment Self-Service Information General Basic Advice & Support Invest to Save Service Level Agreements Early Prevention Steady Readies Customer & Support Services Prevention Before Escalation Complex Issues Specialist WRDA CABx Better Life Chances

54 Life’s Trigger Points Birth Going to school Going to university New job Moving 54 Life’s Trigger Points Birth Going to school Going to university New job Moving in together Or first job NEET Renting or buying a house Or unemployed Early Years 0 25 Marriage Job change Divorce & separation Bringing up a family Caring for a relative Retirement Ill health Redundancy Bereavement Unemployment / Benefit Changes Homelessness Middle Age 50 Retirement 75

55 Conclusions 55 Conclusions

Welfare Rights & Debt Advice Summary 1 56 Current Situation • Well respected WRDA Welfare Rights & Debt Advice Summary 1 56 Current Situation • Well respected WRDA service operating in the city • Currently relatively well funded when compared to other authorities • Provides valuable services free and independent to the most vulnerable Financial Pressures • Major squeeze on core funding: - Health agenda comes to the fore - Viability risk to key services – SCC WRDA Service / Salford CAB - Risk of losing external funding - Risk of service reduction to specific groups • Salford vulnerable to the main changes proposed to the welfare system • Entering difficult economic times } Higher demand on WRDA

Welfare Rights & Debt Advice Summary 2 57 Options Going Forward • Evidence from Welfare Rights & Debt Advice Summary 2 57 Options Going Forward • Evidence from elsewhere and stakeholder views indicate we might further analysis of: - Self-service - Triage Early Intervention and Prevention - Collaboration } • There a number of levels at which these options can be provided: - Quick wins already underway - Need to explore transformational improvements - Cost benefit analysis

Next Steps 58 Panel • To provide comments on/reaction to review • To consider Next Steps 58 Panel • To provide comments on/reaction to review • To consider review findings as part of budget setting for 2012/13 and beyond • To review progress in 6 months Core Group • To progress quick wins • To meet in January to take on board Panel comments and explore transitional/transformational options further Stakeholder Group • To receive review findings/Panel comments • To be involved in options going forward