Turriff & District Citizens Advice Bureau

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Inside this report: Turriff & District Who are we Chair’s Report Fundraising Activities Citizens Advice Bureau Volunteer’s View

Treasurer’s Report Annual Report 2018-19 Manager’s Report Annual Accounts

In 2018-19 the bureau dealt with 3901 issues

Benefits 1929

Consumer 68 The twin aims of the Scottish CAB service are:

 To ensure that individuals do not suffer through lack of Debt 725 knowledge of their rights and responsibilities, or of the ser- Discrimination 9 vices available to them, or through an inability to express their needs effectively. Education 10 And equally Employment 166  To exercise a responsible influence on the development of social policies and services, both locally and nationally. Finance & Charitable Support 174

Health & Community Care 65 The CAB Service is independent and provides free confidential Housing 159 and impartial advice to everybody regardless of age, disability, gender, race, religion and belief and sexual orientation. Immigration 22

Legal 154 Age range of our clients NHS Concerns or complaints 11 80+ 3.65% Relationships 103 65-79 17.76% 60-64 10.08% Tax 171 45-59 30.98% 35-44 13.73% Travel & Transport 48 25-34 13.73% 18 4.41% 16-17 0.50% Utilities & Communications 87

Annual Report 2018-19 Who are we

Turriff & District Citizens Advice Bureau cruited 8 volunteers and a manager and The service went from strength to covers the entire north west of Aber- trained and supported them as an affili- strength, always retaining the interests deenshire from Portsoy over to Rose- ate organization of Scottish Association of the community at its heart, until it hearty, down to Oldmeldrum and over of Citizens Advice Bureaux. The Centre became clear that we had the demand to Rhynie. offered generalist advice on a wide and the capability to become a Citizens range of subject and hosted weekly Advice Bureau instead of an independ- Our origins were in a community-led DWP clinics so that local people could ent advice service. group which established Turriff Re- get face-to-face help with their benefit source, Advice and Information Centre In July 2010 we became a full member issues. If the problem could not be (TRAICE) in 1990. Prior to that, those of Citizens Advice Scotland and became solved by DWP at the clinic, the volun- who required independent advice would a Scottish Charitable Incorporated Or- teers assisted with reviews and appeals. have to travel 35 miles to Aberdeen. ganisation (SCIO) in 2012. Client numbers increased rapidly! TRAICE (later Turriff Advice Centre) re-

Paid Staff Volunteer Staff

Claire Christie Fiona Cameron In 2018-19 we created over £906,000 Victoria Gardiner Nicola Watson in financial gains for our clients. Shona Fraser Tom Robertson

Sarah Scott This is money into the pockets of our Gwen Shand Eileen McIntosh Sheena Conn clients and money into our local com- Carole Munro Alan Payne

munities. Mo Thomson Donald Cameron

Tracy O’Neill Brian Garrett

Marilyn Lyall The chart below shows the top 6 Arlene Sleigh Client Financial Gain to topics

Utilities, Financial & Tax, £22,264.22 We saw 795 clients Charitable £6,516.26 Support , and were in contact

£15,088.42 Employment, £4,700.29 with them 2738 times in 2018-19

Debt, Benefits, £150,626.14 £701,926.49

Annual Report 2018-19 Chair’s Report

The last year has been an extremely emphasizes the absolute necessity for Another challenge we are now facing is difficult, stressful and on many occa- the work we do for the community in that core funding is being competitively sions frustrating time in relation to our area – NORTH WEST ABERDEEN- tendered by Councils meaning we will, funding. SHIRE. in some cases, be competing directly with partner organisations with whom With the completion of the 3 year Euro- There is a general misconception that we have traditionally worked alongside. pean Social Funding [ESF] project in Aberdeenshire as a whole is very pros- December 2018 and with no possibility perous due to the Oil and Gas Indus- We are adapting to the new market of renewed funding on this scale, the tries, in addition to the traditional Fish- place – as unfortunately that is what it is Board took a calculated decision to re- ing and Farming ones. The area we now for advice services such as ours – tain highly experienced and qualified serve when compared to the UK, and have formed a consortium with the staff. The situation was made even Scottish and Mid-South Aberdeenshire other 3 Aberdeenshire Bureaux. This more difficult as we were still due in- areas has the lowest average household will enable us to remain independent in come from the project [about £40K] at income, a higher unemployment rate our local area yet able to offer an un- the end of March 2019. and higher child poverty numbers. matched all round advice service covering the whole of Aberdeenshire. The Board took the decision to fund Citizens Advice Bureaux and indeed Citi- these crucial staff posts from reserves zens Advice Scotland face multiple chal- With our passion for the work we do, and contract extensions were issued on lenges going forward now – I do realise carried out by our experienced and ded- this basis. we are not alone and that all charities icated staff and volunteers and the be- are in the same position. lief and knowledge that we help so Claire, our manager, has been very ac- many in our community we will contin- tive in seeking and securing funding With the Scottish Government commit- ue to do all we can to serve the most from sources out with local Government ment to the new Social Security Scot- vulnerable and deserving in our society. and this funding in combination with land and Consumer Scotland agencies our reserves has allowed us to retain we face challenges on 3 fronts – possi- Donald S Cameron and fund all paid staff this year. ble reduction in funding, possible reduc- Chair of the Board of Trustees tion in client numbers and the loss of On the other side we have seen an in- experienced and highly qualified staff. crease in demand for our services – this

Client Nationality

350 300 250 200 150 100 50 Number of clients Numberof 0

Nationality

Annual Report 2018-19 Fundraising Activities

Every Citizens Advice Bureau In 2018-19 the bureau raised £2690 unteer staff member is out of pocket in Scotland is an independent, through donations. whilst volunteering with the bureau. local charity responsible for We raised over £860 from our coffee Thank you! creating its own funds and morning helped by Royal British Legion. running costs. We raised £765 from our Facebook auction with auction lots kindly donated by clients, staff and volunteers of the bureau.

We also raised £535 via donations from grateful clients.

This money goes towards the running costs of the bureau and ensures no vol-

In 2018—19 advisers dealt with 712 disability benefit enquiries (DLA and PIP). We helped create £227,900 in client financial gain for these DLA and PIP claimants.

A Volunteer’s View Our From the first day I entered suffering a bereavement, cannot be understated, for the office I was made to feel confused about their rights, many we are their only life- volunteers welcome. My lack of work with nowhere to turn. Being line. Every day my belief in experience and my own per- a small part of helping peo- the work we do is reinforced. donated 4508 sonal issues were never ple get out of that hole is Perhaps the only negative viewed as the barriers I truly a privilege, and nothing thing is that we aren’t able hours to the thought they would be, quite feels better than seeing the to help as many people as the opposite. It sounds quite change in a client from our we would like due to a lack bureau cheesy, but the place really first interaction to our final of funding and volunteers. does radiate empathy at its one. I would be remiss to not core. From the get go I was in 2018-19 The training offered by CAB mention perhaps the best never judged or looked down is second-to-none. From one part of being a volunteer upon, instead I was wel- -to-one development ses- here – the volunteers and This equates comed and given opportuni- sions, group training ses- staff. The bureau is filled by ties to develop key skills – sions, online training mod- the most amazing, diverse to a monetary practical, social, research, for ules covering a wide array of bunch of people. We all example. topics such as intricacies of come from such different contribution Almost instantly, I felt part of the welfare system, to the backgrounds, but what something very important – opportunity to shadow quali- unites us is a desire to do to of £64,509. for me, and our community. fied advisers while they ad- help others and empower vise clients. The whole pro- the people of our communi- My favourite thing about cess is set up for you to suc- ty. volunteering isn’t what it has ceed. Trainees are fully im- done for me , however, it Sarah Scott, mersed in the work from the Thank you truly is the fact that we help Volunteer Adviser start. change lives. We see clients come to us at their lowest The impact of the work that so much! ebb – wrought with debt, CAB do for the community

Annual Report 2018-19 Treasurer’s Report

This report covers the period 1st April 2018 we had total funds available of and budget to ensure that the highly 2018 to the 31st March 2019. £115,034. At the end of the financial qualified and experienced staff could be year 31st March 2019 our total funds retained whilst not placing the Bureau in During this period the Bureau was suc- available stood at £81,045. a compromising financial position. cessful in securing core funding from Aberdeenshire Council in addition to the The reduction in our total funds was due last year of the European Social Funding to the decision to fund staff salaries Going forward all avenues are being [ESF] project. Additional funding came from reserves towards the end of 2018 explored to secure funding that is not from the Robertson Trust, Welfare Re- as the ESF project was due to finish at totally dependent on a single source. form, PASS, Pension Wise and Citizens the end of December 2018. Advice Scotland. The Board is grateful for the financial To compound matters the bureau had support it receives from all of our fun- Funding is vital to cover our overheads about £40,000 due from Aberdeenshire ders. comprising office rental and running Council as final payment for the ESF pro- costs, core and specialist staff salaries ject and this amount was still unpaid at and ongoing training and support for the year end 31st March 2019. Donald S Cameron staff and volunteers. The Board and manager have continu- Acting Treasurer of the Board of At the start of the financial year, 1st April ously monitored the Bureau’s accounts Trustees

Top 8 Debt Issues in 2018-19

100

42% of clients who 40 Numberissues of responded stated 30 that they have a 20 disability and near- 10 0 ly 38% stated that they have a health condition that lim- its them day to day.

Annual Report 2018-19 Manager’s Report

I was privileged to join the Turriff & Dis- ever. The challenge facing us is how to drop in option has proved very success- trict Citizens Advice Bureau in Septem- deliver more for less. Throughout this ful and we aim to add additional ses- ber 2018 as Bureau Manager. I was report you will see evidence of the ad- sions in the coming year. previously in post at Skye & Lochalsh vice and support we provide in North As an independent charity, the bureau CAB and was keen to rejoin the network West Aberdeenshire and a snapshot of remains hugely grateful to everyone after four years where I worked at High- the range and diversity of clients we who continues to provide financial sup- land and then Aberdeenshire Council. support port to help us deliver our much needed It is an honour to be back in bureau and Our European Social Fund (ESF) project services to our local communities. to lead a dedicated team of staff and funding came to an end in March 2019 volunteers whilst we continue to devel- I would to extend an immense thank and we have been actively looking for op and improve the excellent service we you to our staff, volunteers and trustees other funding streams to continue our provide to the local communities of whose hard work and commitment Outreach and Home Visit advice provi- North West Aberdeenshire. means that we can continue to change sion. lives. It has been a year of significant change We started our first ‘drop in’ advice ses- for our service and the people we help. Claire Christie sion in February to try and reduce Tough economic times mean our advice Bureau Manager waiting times for appointments and re- work – and how we work with partners duce the number of ‘no shows’. The to deliver this – is more important than 17% of clients who responded are re- tired and nearly 18% are unable to work Top 6 Advice Topics in 2018-19 due to ill health or

disability

Annual Report 2018-19 Adviser Training Programme and continuous development

Advisers go through a rigorous training programme to and monthly in-house training sessions, advisers attend ensure they are; courses held by Citizens Advice Scotland as well as

outside agencies such as Shelter and CPAG Scotland.  Working within the principles, policies and proce- dures of the Service Training courses in 2018-19 included  Gaining and applying understanding of the main  Diagnosing Employment Issues problems presented by clients  Universal Credit - Full Service  Reaching and maintaining the competences, and the associated knowledge, skills and attitudes, for  Social Security Scotland the role  Financial Health Checks

 CASTLE case recording The Adviser Training Programme is split into 4 stages  Minimising the risk of Data Breach Stage 1 Induction, to learn the aims & princi-  Benefits Booster ples of the service, the work of the bureau, interview skills, equalities issues, and how to use the CAB infor-  Mandatory Reconsiderations mation system.  EU Settlement Scheme Stage 2 Shadowing, where the trainee intro- duced to the advice subject areas and practical advice  Energy Awareness skills by working through training materials and taught  Outlook refresher sessions, and by shadowing experienced advisers.  Case Checking updates Stage 3 Supported Interviewing, when trainees are leading interviews while supervised by their  UC: Help to Claim Project mentor and observed with their progress recorded.  Child Protection Stage 4 Solo Practice, continuing with training materials and sessions whilst also leading interviews on  Literacy Awareness your own. Case records are checked until the trainee becomes a competent as a generalist adviser.  UC: Help to Claim  Housing First Scotland Ongoing Adviser Development  Employment Law Update Advisers are expected to complete no less than 35  Big Energy Week hours ongoing training each year. As well as refresher training when any of the training modules is updated  Food parcel referrals

Annual Report 2018-19 Volunteer roles within the Bureau

The Bureau volunteer roles can meet almost any expertise or interest with roles including:

Adviser

Volunteer advisers interview clients and let them explain their problems. They then help individuals clarify issues by ex- ploring the problem and asking questions. Advisers will consult AdviserNet, a comprehensive online information system, before explaining the available options to the client. The client is then encouraged to decide what to do.

Advisers are trained to check that clients are receiving all social security benefits to which they are entitled and can also assist with filling in complex forms. Advisers can speak to or write to other agencies on a client’s behalf, if appropriate. All advisers make a detailed record of each client’s enquiry for quality assurance purposes and so further help can be offered if they return to the bureau again.

Board of Trustees

Board members are local people with an interest and/or expertise in voluntary management issues. The Board of Trustees meet regularly and are legally responsible for the effective running of the CAB. The Board meetings will consider a report from the manager on operational matters such as volunteer recruitment and training and enquiries dealt with. The treasurer will present financial details so that the Board can monitor the budget and make decisions regarding fundraising or service developments. The Board must help ensure that the Bureau is widely known in the community and the diversity of the local population is reflected in the Bureau’s volunteer and client base. The Board of Trustees plays a central part in the quality assurance process. Being a volunteer committee of management member is therefore a varied and important role within the service.

Reception

Reception volunteers are the welcoming face of the Bureau. They meet and greet clients and their representatives and they ensure clients are made aware of the advice process. They ensure that client’s details are recorded within our case recording system and basic enquiry details are available for the adviser. Reception volunteers deal with incoming calls and make appointments for clients. Reception volunteers also handle incoming and outgoing mail.

Marketing and Fundraising

Many bureaux involve volunteers in community events and activities designed to raise awareness of the CAB’s work and/ or encourage donations or in kind support for the local bureau.

Time for Volunteering

Volunteers are invited to undertake an agreed, set number of hours per week (often around 4-6 hours per week), normally on regular days of the week. The CAB will try and be flexible, but a regular pledge of time from volunteers enables better planning of activities and services.

When considering how much time to offer, also consider that there may be regular meetings of volunteers or the bureau team, training sessions, helping out with administration and time for reading updates and information resources.

The bureau will monitor your involvement to ensure your tasks are not overwhelming in time or complexity. You will also have the opportunity to discuss any concerns, issues or ideas with the bureau manager or session supervisor.

If you would like more information on volunteering with the bureau please phone, drop in or email to request an application form.

Annual Report 2018-19 2018 –19 Accounts Full accounts are available on request

Turriff & District Citizens Advice Bureau SCIO SC007159 Section B Statement of balances Expendable Permanent Unrestricted Total current Restricted funds endowment endowment Total last period funds period Categories Details funds funds to nearest £ to nearest £ to nearest £ to nearest £ to nearest £ to nearest £ B1 Cash funds Cash and bank balances at start of year 9,956 105,078 115,034 83,725 Surplus / (deficit) shown on receipts and 2,690 (36,679) (33,988) 31,309 payments account -

Cash and bank balances at end of year 12,646 68,399 - - 81,046 115,034

(Agree balances with receipts and payments account(s)) - - - - - 0

Fund to which asset belongs Market valuation Last year Details to nearest £ to nearest £ B2 Investments

Total - -

Current value (if Fund to which asset belongs Cost (if available) Last year Details available) to nearest £ to nearest £ to nearest £ B3 Other assets Furniture and Fixtures Office Equipment Aberdeenshire Core - 1,148 Office Equipment Other 625

Total - - 1,774

Details Fund to which liability relates Amount due Last year to nearest £ to nearest £ B4 Liabilities

Total - -

Amount due Fund to which liability relates Last year Details (estimate) to nearest £ to nearest £ B5 Contingent liabilities

Total - -

Signed by one or two trustees Date of on behalf of all the trustees Signature Print Name approval

Annual Report 2018-19 2018 –19 Accounts Full accounts are available on request

Business Name ThankThank youyou toto ourour fundersfunders

Thank you to all the stakeholders and individuals who have supported and donated to the bureau in 2018-19

Annual Report 2018-19

Turriff & District Citizens Advice Bureau SCIO Masonic Lodge, Gladstone Terrace Turriff, Aberdeenshire, AB53 4AT

Tel: 01888 562495 Email: [email protected] Website: www.turriffcab.org.uk

Opening Hours : Monday 9:30—12:15 12:45—3:30 , advice by appointment only Tuesday 9:30—12:15 12:45—3:30 , advice by appointment only Wednesday 09:30—12:15, Drop in advice session Thursday 9:30—12:15 12:45—3:30 , advice by appointment only Friday 09:30 –12:15, advice by appointment only

Accountants Acumen Accountants and Advisors Limited, Bankhead Drive, City South Office Park, Portlethen, Aberdeen, AB12 4XX Payroll Aberdeenshire Voluntary Action, 57 Station Road, Ellon, Aberdeenshire AB41 9AR

Bank Bank of Scotland, 15 High Street, Turriff, Aberdeenshire, AB53 4ED

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