Equality and Diversity Challenges for Advice Services Annie Hedge.

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Presentation transcript:

Equality and Diversity Challenges for Advice Services Annie Hedge

Citizens Advice: Who we are Our aims To provide the advice people need for the problems they face. To improve policies and practices that affect people’s lives. Our principles The Citizens Advice service provides free, independent and impartial advice to everyone on their rights and responsibilities. We value diversity, promote equality and challenge discrimination. In 2012/13 we helped 2.1 million people in England and Wales with 6.6 million problems.

Citizens Advice: Who we are Online advice 24/ million visits in 2012/13 Consumer service Top 3 issues: cars, repairs, electric and electronic goods Volunteering 22,000 volunteers £109 million Campaigning for change Welfare benefits especially for disabled people Legal Aid Pay day loans

Challenges Culture change Prevention

Culture change Equality and diversity a positive force Equal access to advice, help and support

Culture change Homosexuality is always or almost always wrong Homosexuality is not wrong at all %198317% %199318% %200337% %201247% We can do culture change.

Prevention 5 overlapping areas Education Empowerment Workplaces Awareness / media Government / policy makers

Prevention: education Fahma Mohamed Southampton STAR PLE

Prevention: Empowerment Expert Patient Programmes Capacity building Co-production End racism this generation ASK Help on your doorstep

End racism this generation

Prevention: Empowerment ASK Strong correlations between gender violence and debt

Prevention: Empowerment Help on your doorstep

Prevention: Workplaces Set standards Make anticipatory reasonable adjustments Training ADR

Prevention: Awareness / media

Prevention: Government / policy makers Legal Aid Public Sector Equality Duty

Challenges Volume and unmet need Changing customer service standards Sustainability

Low Commission: model Public legal education system National helpline and website Local advice networks Access to specialist national support /Low-Commission-Report- FINAL-VERSION.pdf

Vision End racism this generation Nothing about us without us LGBT rights are human rights End violence against women and girls