Developing Access to Advice

Who's doing it?
 
The workstream is co-ordinated by Citizens Advice, but also involves Advice UK and the Law Centres Federation as funded service providers. The Advice Services Alliance and Age Concern Help the Aged contribute as non-funded service providers.
 
Why was this workstream developed?
 
There are many circumstances that prevent disadvantaged people from accessing the advice that they need and many organisational issues that prevent the delivery of appropriate services. This workstream will seek to address both of these.
 
This workstream was developed to introduce new models of service delivery or good practice, focusing on how to improve clients' initial contact with advice services. It will examine how best to ensure that particular groups of disadvantaged people can access advice by freeing up adviser capacity and making best use of agencies time and resources.
 
What is its aim?
 
The aim of the workstream is to improve access to advice services to those in greatest need.
 
What are the expected outcomes of the workstream?

• Clients empowered to take action on their own behalf
• Increased confidence and new skills for advisers engaged at initial contact
• Increased capacity to help those in greatest need
• Minimised possibility that clients fall through the net
• Increase access to specialist and to justice
• 1,700 agencies empowered to ensure that 10% more people get the help they need.

 
What has it achieved so far?

• 3 models service delivery models have been developed: Making Reception Work; Community Partnerships; Managing demand
• Agencies selected to take part in the pilots

 
What more will be achieved before the end of the project?

• Pilots evaluated
• Where necessary models amended and improved
• Materials, training and guidance available for all agencies to implement for themselves

Leading to:

• An Access Strategy for the whole sector that can be adapted to meet the needs of diverse beneficiary communities. The Strategy will make the most of available resources and ensure that services are as accessible as possible to all.

Resources produced by the workstream
Developing Access To Advice
 
For further information, please contact Rachel Harris
Access Programme Project Manager, Citizens Advice