1. Equality and Diversity Challenges for Advice Services Annie Hedge

2. 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.

3. Citizens Advice: Who we are Online advice 24/7 14.5 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

4. Challenges Culture change Prevention

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

6. Culture change Homosexuality is always or almost always wrong Homosexuality is not wrong at all 198350%198317% 199350%199318% 200331%200337% 201222%201247% We can do culture change.

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

8. Prevention: education Fahma Mohamed Southampton STAR PLE

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

10. End racism this generation

11. Prevention: Empowerment ASK Strong correlations between gender violence and debt

12. Prevention: Empowerment Help on your doorstep

13. Prevention: Workplaces Set standards Make anticipatory reasonable adjustments Training ADR

14. Prevention: Awareness / media

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

16. Challenges Volume and unmet need Changing customer service standards Sustainability

17. Low Commission: model Public legal education system National helpline and website Local advice networks Access to specialist national support http://www.lowcommission.org.uk/dyn/1389 221772932/Low-Commission-Report- FINAL-VERSION.pdf

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