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South Staffordshire Citizens Advice Bureau

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South Staffordshire Citizens Advice Bureau Life changing advice SOUTH STAFFORDSHIRE CITIZENS ADVICE BUREAU Annual Report 2013- 2014 Providing Free, Confidential, Impartial, Independent Advice Registered Charity Number: 1118794 Company Number: 6051595 Life changing advice 1 Contents Contents Page How it all started 2 - Aims & principles / Description of the service The South Staffordshire CAB Team 3 Chairman’s Report 4 Manager’s Comments 5 - 7 Key Performance figures / Client’s Comments 8 Our Volunteers 9 Floating Adviser Service 10 - 11 How we helped in 2013-14 (Statistics) - Wombourne 12 - Cheslyn Hay & Codsall 13 - Kinver & Penkridge 14 - Perton & Staffordshire Advice Line 15 Debt Report 16 - 17 Debt Case Study / Homelessness Prevention Project 18 Social Policy Report 19 - 20 Funding Report 21 - 22 Opening Hours / Advice Line & Website details 23 1 South Staffordshire Citizens Advice Bureau How it all started When the prospect of a world war loomed, the National Council of Social Services established a group to look at how to meet the needs of the civilian population in war-time. It was agreed that Citizens Advice Bureaux should be established throughout the country and on 4 September 1939, the day after the declaration of war, two hundred bureaux were opened. From the start, volunteers, who worked from public buildings and private houses, ran the service. Advisers dealt with problems relating to the loss of ration books, homelessness and evacuation. 75 years on the modern Citizens Advice service is firmly established amongst the strongest brands in the Third Sector; 95% of people have heard of Citizens Advice Bureaux. Of the 28,500 people who work across the Citizens Advice service today, 21,500 are volunteers who generously donate their time for the benefit of others. Free, confidential and impartial advice services are delivered from over 3,500 community locations in England and Wales which are run by 382 individual charities and South Staffordshire CAB has been one of them since 2000. We serve the whole of the South Staffordshire area, with our main office being based in Wombourne. We also hold generalist advice surgeries at outreaches across the region, in Codsall, Cheslyn Hay, Kinver, Penkridge and Perton. The bureau has a team of dedicated and experienced staff and volunteers, supporting the service to help others in their community. Aims and principles To ensure that individuals do not suffer through lack of knowledge of their rights and responsibilities or of the services available to them, or through an inability to express their needs effectively and equally to exercise a responsible influence on the development of social policies and services, both locally and nationally. Description of the service The Citizens Advice service helps people resolve their legal, money and other problems by providing information and advice and by influencing policymakers. Citizens Advice Bureau use evidence of their clients’ problems to campaign for improvements in laws and services that affect everyone. Every Citizens Advice Bureau is an independent registered charity. Without funding and volunteers the CAB could not continue to provide its services in South Staffordshire. 2 The South Staffordshire CAB Team Trustee Board Members Ena Ray - Chairman (w.e.f. Nov 13) David Hough - Chairman (stepped down Nov 13) Val Chapman Carole Yates - Vice Chair Cllr Roger Lees Bryan Richens - Treasurer Mike Lynch Peter Wilkinson - Company Secretary Cllr Robert Reade Bureau Staff Bureau Manager: Catherine Barlow Advice Services Supervisor: Stephanie Brown Money Adviser: Dafydd Barnes Money Adviser: Graham Mason (left March 14) Case Worker: Sarah Preston Peripatetic Adviser: Mark Hall Administration Officer: Helen Evans Volunteers Generalist Advisers Admin Support Workers Christine Allen June Hale Jane Barker Tina Anslow Olwen Hughes Lyn Roberts Richard Davies Pauline Social Policy Co-ordinator Ken Dean Jon Taylor (left Sept 13) Ken Dean Marie De Martigny Madelaine Taylor Social Policy Assistant Elizabeth Banahan Volunteer Administrator - minute secretary Louise Whatton Pro Bono Solicitors Daniel Williams — Morgan & Co Solicitors Hannah Scott (Solicitor) & Steve Grosvenor (Para Legal) — Waldrons Solicitors A big Thank You to all those in our dedicated team, without whom the work of the Bureau would not be possible. 3 Chairman’s Report By November 2014 I will have completed a year as Chairman. This is not the first time I have had the honour to hold this office and I am conscious of the responsibilities that come with it. Our CAB service is highly valued by all members of our community - I know this from the many comments which are fed back to us by grateful clients. I always feel a sense of pride when I am able to tell acquaintances about my connection with the CAB. During the past year, despite forebodings connected with Local Authority funding cutbacks, the continuing recession and welfare reform, we have been able to continue to deliver our services to the community. In providing advice to individuals, and in our equally important role of influencing government policy makers at both local and national level, we have again been very successful. The enactment of Welfare Reform legislation has increased demand for our services, and it has only been by careful budgetary management, and the recruitment of more unpaid volunteers that we have been able to meet this expanding workload. At our last organisational audit carried out by our National Association of Citizens Advice they commented that we were an excellent example of how a small CAB should be run which would put us in the top 10%. I and my fellow Trustees willingly accept that it is only through the efforts of the bureau manager and her dedicated team of staff and volunteers that South Staffs CAB continues to play such an important role in our district. In particular, we recognise and appreciate the time given by our all our volunteers in their own local communities. In Perton for example, we attended a Celebration Event on the 21st June, and congratulate volunteer adviser Pauline who was presented with a certificate for her work at the Perton Community Centre by Gavin Williamson MP. We also value the importance of external networking and connect with the Local Authority's Local Strategic Partnership, CAB County Group and Community Voluntary Action amongst many others. The Trustees wish to record our thanks for the work undertaken by Graham Mason who has retired from the Bureau this year and we wish him well for the future. Finally I would like to record my thanks to all fellow Trustees, and to the bureau manager; but most of all to the hard working staff and volunteers of South Staffs CAB. I am grateful for the support you have all given to me as your Chairman. Ena Ray Chairman 4 Manager’s Comments In South Staffordshire clients can access the service in a variety of ways. The bureau operates open door, face to face advice sessions at 6 different locations across the district. For those who cannot attend the outreach sessions in person due to work commitments or health issues , help by telephone is available from our Staffordshire Advice Line. A client can call Advice Line and speak to a gateway assessor who will either give them the information they need or pass them on to an adviser for either a telephone call back or a face-to-face specialist appointment as required or signpost them to a more appropriate source of help. Additionally, we offer specialist debt and benefit appointments and the services of a floating adviser who can provide home visits for those most in need. Clients also have the options of sending an email or seeking on-line help from our award winning website’ Adviceguide’ which provides free round-the-clock access to information. Going forward into 2014 we are looking to install a self service local information and help kiosk for members of the public to access at our main office in Wombourne. Benefits and debt problems are the main reasons people seek advice from the bureau but clients also present problems on a wide range of other issues including housing, employment, family relationships and consumer issues. We aim to provide a holistic service, so clients typically receive advice on more than one problem and many of them contact us on more than one occasion either to follow up an existing enquiry or to ask for help on an entirely new problem. Throughout 2013/14 the bureau helped 1,934 people deal with 7470 different problems or advice issues as we now call them. The workload involved in delivering the advice to clients is reflected in the 7620 different contacts made with clients and third parties including face to face meetings, telephone calls, letters and emails. Last year the welfare reform changes began to take effect and these will continue as we move through 2014 and beyond. Our clients have experienced the impact of changes to Housing Benefit, Tax Credits and moving from Incapacity Benefit to Employment Support Allowance and from Disability Living Allowance (DLA) to Personal Independence Payments (PIP), all of which have caused stress and anxiety for people on low incomes who are often disabled or suffering from ill-health. In conjunction with South Staffs Council we facilitated a welfare reform workshop to look at the issues with local groups and organisations. One major trend in response to the effects of welfare reform has been the expansion of food banks across the country and we have linked up with local providers to become official food voucher holders for those most in need. We also look to assist clients to access the Local Crisis Support scheme operated by Staffordshire County Council which was set up to replace the social fund loan system previously managed by the Department of Work & Pensions. 5 We believe the help we provide really makes a difference to people’s lives and their overall wellbeing.
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