The Corporate Director Communities, Marianne Hesketh, and the Chief Executive/Company Secretary of Citizens Advice Lancashire West, Diane Gradwell, will attend the meeting to provide the committee with verbal update about the implementations of the recommendations of the Citizens Advice Lancashire West Task Group, which reported to Cabinet on 2 June 2012.
Minutes:
The Corporate Director Communities, Marianne Hesketh, and the Chief Executive of Citizens Advice Lancashire West, Diane Gradwell, attended the meeting and provided an update on the implementations of the recommendations of the Citizens Advice Lancashire West Task Group and the general performance of the service.
The Chairman introduced Marianne and Diane and read out the recommendations that were originally agreed by Cabinet, which were:
1. The Cabinet wholeheartedly support the continuation of Wyre Council working with Citizens Advice Lancashire West (CALW).
2. That the council explore the feasibility of a trial into the Digital Service Hub proposed by CALW. The group recommends that this be included in any negotiations with CALW to advise on the best location for such a service.
Marianne updated members that following the task group’s report, Cabinet agreed to enter into a three-year service level agreement with Citizens Advice Lancashire West (CALW) for the provision of welfare advice services in the borough until 31 May 2024 at a cost of £30,000 per annum. She also explained that Cabinet agreed to participate in a trial of digital service kiosks at a number of locations in Wyre at a cost of £8,000, however, added that there had been a delay in the implementation of the trial.
Diane Gradwell addressed the committee. She explained that Citizens Advice Lancashire West covered five local authority areas Blackburn, Chorley, South Ribble, West Lancashire and Wyre. The service continued to function throughout the course of the Covid-19 pandemic and subsequent lockdowns and enabled staff and volunteers to work remotely. She updated that the service was back to offering face-to-face appointments at the Fleetwood office which was based in Fleetwood Market. There was also the use of the telephone and web chat advice line, which was open 24 hours a day 7 days a week to ensure, no client was missed. Diane updated the committee that owning to funding from a national contract, there had been an increase in full time debt caseworkers from six to 20. It was explained that one of the biggest problems facing the organisation was the falling number of volunteers and that work was ongoing to recruit new volunteers.
Diane provided members with a summary of the key figures relevant to Wyre from the last 12 months, these were:
· Through the household support fund, the CALW distributed £89,000 to 423 residents
· Distributed £14,500 worth of food vouchers
· Helped 193 residents with disability benefits claim over £648,000
· Managed £3,544,351 worth of debt
· Minimum donation of volunteer time was £40,000
· Received over 25,000 calls to the advice line
· 564 clients received face-to-face support
· 50,000 Wyre residents accessed the advice pages on the CALW website
She added that, following the meeting, she would share with the committee national cost of living data relevant to Wyre and that this data could be provided to the committee on an ongoing basis.
She highlighted the importance of the development of the service such as recruitment of volunteers and outreach opportunities to other areas across Wyre.
In response to a question, Diane updated members that the CALW had one office in Wyre located in Fleetwood Market, which employed one supervisor, one debt caseworker and volunteers. She added that local authorities and the Money Advice and Pension Service (MAPS) funded the organisation.
In response to a question regarding the levels of volunteers and the impact on face-to-face services, Diane highlighted the recent hurdles to providing face-to-face support due to the move to more online services.
The Chairman asked about the issues with the digital kiosk implementation. Diane explained the work was halted due to the sudden death of the Services Manager, Guy Simpson, who was leading the project and other staff illness. She also explained the pressure on the in house IT team in order to manage the online service; however, the trial was still something they wished to develop.
Following a question, Diane clarified that the help to claim service for Lancashire was led by Burnley Citizens Advice.
Diane highlighted that debt was the main issue they provided residents with advice and casework. She explained that they were currently investigating gambling addiction and the future possibility of bidding for funds to support the work.
Following a question, Marianne Hesketh explained that Wyre Council contributed £30,000 per annum, which was equivalent to one employed post. Diane added that out of the five authority areas, Wyre provided the lowest monetary contribution, but Wyre did benefit owing to economies of scale.
Members agreed that it would be beneficial to their residents for the CAWL to have greater outreach across Wyre, specifically the rural areas of the borough.
Diane highlighted the importance of offering face-to-face interviews and provided members with an example of a face-to-face interview with a client where additional issues were noticed that may have been missed if the interaction took place online or over the phone.
Councillor Longton asked a question regarding the demand for the CALW service owing to the cost of living crisis. Diane explained that the service was currently extremely busy.
In response to questions about training volunteers, Diane explained that training time was dependent on the role and can be between six to 10 months. This was a vigorous training programme. She added that volunteering could involve a lot of pressure on the individual, but there was support in place from paid members of staff. She added the majority of staff were volunteers.
Diane shared with members the result of the CALW Leadership Self-Assessment audit. The service scored five across all areas.
Following a question, Diane explained that they did offer a service where solicitors and accountants provided pro bono work.
Following discussions about resources, Diane stressed the need for volunteers. The committee suggested that there should be some communications, regarding the recruitment of volunteers, created for councillors to share on their personal social media pages. Councillors also suggested for this to be shared on the council’s social media pages and website.
Councillor Andrea Kay and the Chairman suggested that the libraries and parish and town councils across Wyre might be good avenues for outreach.
The Chairman concluded by thanking Diane Gradwell for her attendance and contributions.