1. Welfare Rights and Debt Advice Service

2. Mission Statement Our core purpose is to reduce poverty and inequality, and enhance the quality of life of the people of Salford, through providing a professional Welfare Rights Service Welfare Rights Service - which promotes rights to benefits and maximises benefit take-up; and Debt Advice Service Debt Advice Service – which provides practical assistance to people in managing debt and promotes debt awareness; and influencing policies which have a direct impact on the lives of those living on low incomes within the City.

3. We achieve this by: providing free, impartial and confidential advice on welfare benefits and debt to Salford residents regardless of means; informing, advising, assisting and representing individuals to secure their benefit entitlements and resolve their debt problems; publicising and promoting benefit take-up and debt awareness amongst key target groups; providing consultancy, training and support to a wide range of staff and organisations; working in partnership with other agencies in particular other advice providers, other local authority directorates and primary health care providers; influencing social policy; consulting residents in the development of the Service; giving a specific focus to those who are most socially excluded; contributing to the Anti-poverty & Social Inclusion Strategy.

4. What Is Welfare Rights Advice? Assists people to maximise their income from social security and local authority benefits Involves identifying missing benefit entitlements protecting existing entitlements calculating 'better off ' scenarios e.g. - in/out of work - choosing between different benefits/claimants completing claim forms within time-limits appealing and challenging decisions researching relevant law, case-law etc. outlining legal requirements re: overpayments, changes in circumstances etc. representation where appropriate e.g. at tribunals and Social Security Commissioners targeted 'take-up' work and maximising the benefit income of vulnerable, under-claiming groups

5. What Is Welfare Rights Advice? Outcomes protection of existing income maximisation of income with enhancement to quality of life simplifying the complex inter-relationship of benefits enabling claimants to more effectively interact with the complexity of the benefit system

6. What Is Debt Advice? Assists people to regain control of their financial situation Involves income maximisation checking liability drawing up a financial statement - acts as a budgeting tool - allows clients to prioritise debts - show how much money is available for creditors explaining creditor's powers power of recovery ensuring creditors comply with relevant legislation - Consumer Credit Act - Administration of Justice Act negotiating with creditors completion of relevant court forms representation at court where appropriate

7. What Is Debt Advice? Outcomes helps people make sense of financial chaos lifts the weight of indebtedness protection to debtors affordable repayment effective solutions to debt problems through  independence  confidentiality  specialist knowledge

8. Key Elements Of The Service Welfare Rights Telephone Advice Line Casework advice  claiming  review  appeal  Commissioner  judicial system Primary Health Care - appointment sessions Take-up and benefit promotion - leaflets, targeted campaigns, talks etc. Training Partnership working

9. Key Elements Of The Service Debt Advice Telephone Advice Line Casework advice  negotiation  payment plan/other strategy  court  judicial system County Court Duty Rota Debt resolution/awareness - training, leaflets, talks etc. including schools and credit unions Training Partnership working

10. Outputs - Key Measures Welfare Rights Number of telephone advice sessions Number of calls/people dealt with Number of ‘new’ clients assisted Number of benefit issues dealt with Additional benefit secured or protected for client Additional income through charging policy and SSA Feedback from clients through regular questionnaires Number of training units delivered Number of talks given Number of events attended to promote the service

11. Outputs - Key Measures Debt Advice Number of telephone advice sessions Number of calls/people dealt with Number of ‘new’ clients assisted Number of debts and benefit issues dealt with Number of homes protected Amount of debt written off for client Feedback from clients through regular questionnaires Number of training units delivered Number of talks given Number of events attended to promote the service

12. Achievements - 2000/2001 Welfare Rights Telephone advice - 180 sessions conducted (91%) - 1,112 calls/people dealt with ‘New’ clients - 1,332 Benefit issues dealt with - 5,731 Extra benefit (client) - £3,013,627 Extra income (charging policy and SSA) - £460,694 Training units delivered - 254 Talks given - 13 Promotional events attended - 19

13. Debt Advice Telephone advice - 113 sessions conducted (75%) - 485 calls/people dealt with ‘New’ clients - 175 Debt issues dealt with - 1,227 Debt written off/extra income - £153,826 Homes protected - 32 Training units delivered - 122 Achievements - 2000/2001

14. Cost of the Service £594,250

15. Current/Future Issues Community Legal Service (CLS) - Quality Mark Structure that – reflects the priorities of the Service – more efficient and effective Service – meets the requirements for the CLS QM

16. Areas of Work Benefit Promotion & Take-up Over 60s (HB/CTB) Home/Day Care Service Users Welfare Rights Service Casework Team Primary Health Learning Disability Debt Advice Service Casework Team Mental Health Urdu Punjabi Community (Linkworker)

17. New Service Structure Principal Officer WR Linkworker - Urdu/Punjabi (1 Post) WR Take-up Officers - Older People (3 Posts) Generic WROs (4 posts) Senior WRO (Service Manager) CLS Supervisor Senior WRO (Take-up) CLS Supervisor Debt Advisers (3 posts) CLS Supervisor Standard Specialist WROs (2 posts) WR Take-up Officers - Service Users (2 Posts) Health WROs (3 posts)