the citizens advice service every cab is a registered charity
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The Citizens Advice service
Every CAB is a registered charity
• We provide the advice people need for the problems they face
• Accessible to all, in person, on line and by telephone
• Targeted services for hard to reach groups
• Our advice is free, independent, confidential and impartial.
• We value diversity, promote equality and challenge discrimination.
Advice Provision
Reaching more people in 2011/12
6.9 million
2 million
13.4 million
advice issues dealt with in UK
individual clients advised
visits to our self-help website www.adviceguide.org.uk
Over 3,500 locations
Citizens Advice in Hampshire• In Hampshire & Southampton there are 24
main bureau and 26 outreaches
• Citizens Advice Bureaux help solve problems by providing advice and influencing policymakers.
• Hampshire and Southampton CABx assisted 63,000 people in 2011/12
• Total of 235,000 issues covered,
• 4722 consumer goods and services enquiries
• 2958 utilities enquiries
Changing lives –
97% of people have heard of the Citizens Advice service (BMRB, 2009)
41% of people say they have used a Citizens Advice Bureau at some point in their lives (BMRB,
2009)
96% client satisfaction (Citizens Advice, Bureau characteristics survey 2010/11)
Rated 1st of 22 national charities on being helpful, approachable, professional,
informative, effective, reputable and accountable (nfpSynergy Brand Attributes survey, 2010)
Contribution of volunteers
Of the 28,500 people who work across theCitizens Advice service, 21,500 arevolunteers.
Trained volunteers perform a wide
variety of roles from givingadvice to fundraising, IT,administration, publicity,campaigning and trusteeship.
Online advice 24 hours a day
www.adviceguide.org.uk“An amazing amount of information on one website. A great self-help service.”
Advice process – client journey
Access by phone, email, face to face, websiteInformation in reception areas – self helpGateway interviews – triage process information, signpostingFull advice interviewCaseworkAdvocacyRepresentation
Common standards but different local service delivery
• National membership requirements and Quality of Advice Audits
• Varying funding levels for local bureaux from district and borough councils
• Locally resourced bureau projects to meet local needs: e.g. Royal British Legion, Housing Associations, Financial Inclusion and Capability, Mental Health, Fuel Poverty
Citizens Advice Hampshire
• Consortium of Hampshire CABx and the unitary authorities
• HCC funding for training and specialist support for volunteers, plus consortium development work
• Enables co-ordination and collaboration between the local bureaux and partnership working with statutory authorities
Current service challenges
Charity status, not part of government or councils
Funding cuts to local bureauxCommissioning of servicesChanges to service delivery – modernisation,
new technology, accessibilityConsumer advice changes at national level
has not brought funding to local bureaux (yet!)
Campaigning for changeCitizens Advice Bureaux help solve problems byproviding advice and influencing policymakers.
We estimate that our policy work positivelyimpacted on 6.8 million people in 2010/11.• Collecting anonymous evidence from client
cases to effect change for whole community, not just CAB clients.
• Used locally and sent to national HQ for media campaigns, evidence reports, responses to consultations and briefings on Bills.
• Leading All Party Parliamentary Group on Debt.
Follow us online
www.citizensadvicehampshire.org
www.citizensadvice.org.uk