Collaborative Redesign Project, Advice Services Transition Funded Natalie Webb, 2020 Project Manager, East Hampshire CAB and Havant CAB 2020 Vision for Advice

The 2020 Project  What is it?  How are we getting on?  Where are we going?  How can you input?

The 2020 Project  What is it?  How are we getting on?  Where are we going?  How can you input?

£65 million for free advice services – October 2012 Report Advice services must consider how they can adapt to the new environment; achieve more through collaboration, early intervention and exploitation of remote channels; and deliver high-quality services that are sustainable in an environment of reduced funding.

 The shared ambition of both the Government and the advice sector is to ensure that particularly the most vulnerable clients continue receiving relevant, free advice and effective support.  The [advice] sector will have to adapt and the funds allocated in will be aimed at facilitating the transition toward more effective and cost efficient advice services.  A focus on early intervention, prevention and education  Advice provision should designed around customer needs

The 2020 Vision for Advice project was awarded £338,100 to deliver two workstreams Workstream B  Invest in current advice provision  Bureau led  New channels e.g. Website  Training  Outcomes and evidence  Local specialist advice  Hampshire wide collaboration Workstream A  Redesign advice services  Enabling Board led  Understand community and client need  Utilise Systems Thinking methods  Fresh, new look at what could be the best model

2020 Vision for Advice is not about saving money, it is about improving services. Improving services will result in better use of public funds and will probably save money. Putting the client first means we will be more effective and have greater and better impact on improving people’s lives.

The 2020 Project  What is it?  How are we getting on?  Where are we going?  How can you input?

Workstream A: Enabling Board  Partnership established with Terms of Reference  East Hampshire CAB Chief Exec and Trustee rep  Havant CAB Chief Exec and Trustee rep  East Hants District Council  Havant Borough Council  Department of Work and Pensions  Guinness Hermitage  Portsmouth City Council (Housing)  Radian  Hampshire County Council  Been into partner organisations (understanding their provision and their interaction with CAB)  Been in Bureaux  Looked at other models  Systems thinking workshop (involved bureaux too)  Community profiling work

Community profile and client needs analysis  A thorough appraisal of the things that impact on advice needs in Havant and East Hampshire  Enable decisions to be evidence based  Learning from which will influence future design  Nearly complete!

Client insight, local CAB 6 weeks of survey work, every client at every contact at every bureaux in Havant and East Hampshire So far...  534 reception surveys completed  203 advice session surveys completed  453 gateway session surveys completed  354 feedback forms completed

National feedback National satisfaction:  67% of clients were very satisfied  23% were satisfied  5% were dissatisfied  3% were very dissatisfied  2% said they didn’t know or didn’t answer. National: 94% of clients said that they would recommend CAB to other people. East Hants feedback Local satisfaction:  89% strongly agree they’d return  10% agree they’d return  1% would not return  100% clients happy with the advice East Hants: 98% of clients would recommend CAB to a friend (100% in Alton)

Workstream B: New channels  We’ve appointed a company to design and create our website  Webchat capability  Accessible (colour blind, text size etc.)  Focus on self help  Local links to direct people to the right information, quickly  Touch screen interactive

Workstream B: Training Partnership between East Hants CAB, Havant CAB, Winchester CAB and Community First  Training enterprise  Assessment centre  Able to deliver and internally assess Skills for Justice qualifications e.g.:  Level 3 Award in Providing Initial Legal Advice  Level 2 Certificate in Customer Service  Level 3 Certificate in Business & Admin  Level 2 Certificate in Team Leading

Workstream B: Outcomes and evidence  Researchers in each district  Community profile and advice client needs work  Developing our understanding of outcomes and how to record them

Workstream B: Specialist advice  Havant: workoutyourmoney  East Hampshire: Welfare rights champions

Workstream B: Hampshire wide collaboration  Learning from other ASTF projects  Development of countywide tools e.g. Referral tool  Language bank (translation)  Information portal

The 2020 Project  What is it?  How are we getting on?  Where are we going?  How can you input?

Where are we going?  Analyse and understand client insight  Learn from it  Focus groups  Workforce survey  Possible future client surveys  Better understanding of outcomes after CAB/client interaction  Links with health  Enabling Board, 10 th November  In terms of what the service might look like in future...

The 2020 Project  What is it?  How are we getting on?  Where are we going?  How can you input?

How can you input  Place the client at the centre: we can start doing that now  Be ready for change  Challenge things that don’t work for clients  Continue to support  Workshops  Share your ideas

Workshop

A challenge We think that going forward an advice service could have three client focus areas: Distance Support Hands off Community Support Hand holding Direct Support Hands on

For people who need some information, guidance or advice and are able to self help.  Website  Adviceguide  Literature (leaflets, forms, posters etc.) Distance Support Hands off

For people who need some help with finding information and may need some advice and guidance to help them help themselves now or learn to prevent the need for advice in future.  Webchat  Telephone advice  Face to face support from people who care and who are qualified to help  Outreach to help to prevent the need for case work Distance Support Hands off Community Support Hand holding

For people who don’t know where to turn and are unable to help themselves.  Case work  More intensive advice  Face to face  Multi agency Distance Support Hands off Community Support Hand holding Direct Support Hands on

Please help with 3 big questions...

How can we best target advice? Which clients at which level of service? Are we everything to everyone or do we target each area even more? Are all levels accessible to all? Bureau based/somewhere else? Is there anything missing here? Distance Support Hands off Community Support Hand holding Direct Support Hands on

What’s important for a future advice service?  Confidential (won't pass on anything a client says without their permission)  Impartial (open to everyone)  Independent (always act in the interests of clients without influence from outside bodies)  Availability of sound proof rooms  Improve awareness of support available  Physical presence in local community  To connect better with technology  To encourage self help  Target service at people who are most vulnerable  Triage system e.g. Gateway  Social policy/campaigning  Free (no-one has to pay for any part of the service)  New branding  Retain CAB membership  Evidence led  Nice premises  Friendly workforce

How could we make getting advice best for people who need it?  Work better with other organisations  Available24/7  Home visiting  Bureau based  Available at weekends  Based in community premises (e.g. library/GPs)  Referral system  More ownership of client rather than problem  Understand client needs better  Gateway  Reduce waiting times (to access full advice)  Increase workforce numbers

Workshop  Three big questions!  Each table will start with a question, if you finish that one, please come and get a pack for another one. If you spend the whole time on one question, that’s fine. If you answer all three that’s fine too.  Please be creative and be open minded! Don’t be restricted by the suggestions.  We will take your answered questions and feedback to you before lunch.  Ideas and comments board (leave contact details if you’d like a direct reply)  Follow up after today: Workforce survey