Advice Network Projects Effective together A B E D F O R D V I C N E T WO R K Sherone Phillips Paul Standbrook ASTF Programme Overview • Joint national initiative between The Cabinet Office and The Big Lottery Fund • To create an advice service improvement programme and the funding for that • A large number of two year projects, base in Unitary Authority Areas • A staggered approach to project start dates Common Aims for all Projects • Advice organisations to work more closely and more effectively with each other and with other service providers, to improve outcomes for clients • Advice services to build and evidence their resilience and their ability to meet changing needs • Advice services to engage in modern, innovative and enterprising service models and to identify and access diverse sources of funding. What is the need? CONFUSED CLIENT! AD HOC LINKS ALL ADVICE PROVIDERS Who - AdviceCentral Our partnership, based on our locality of Central Bedfordshire, is made up of; Age UK – Bedfordshire CAB – Ampthill and District CAB – Dunstable and District CAB – Leighton Linslade DRC –Bedfordshire What - Outcomes 1: same results accessed by different channels providing high quality, rapid and early intervention to residents anywhere in Central Bedfordshire, seeking advice on social welfare issues. (no ‘door’ will be a ‘wrong door’). 2: Ability to record the customer’s needs, as well as the help and advice given, from the first contact and be able to show the difference the service given has made to the individual’s life. 3: closer working provides a timely and specialist face to face service closer to the customer, where they want /need to see someone rather than travelling great distances to go to an agency’s office. 4: Customers receive an immediate response to their enquiry through their access choice (telephone, web, face to face) managed through the pathway by a trained advisor. How AdviceCentral will; • Develop a single point of Access through a hub that deals with all social and welfare advice enquiries in Central Bedfordshire • Create a process supported by an IT system that will allow trained advisors to arrange an appointment with a specialist advisor in any of the partners venues • Set up different ways to access the hub • Train Volunteers to be able to deliver a triage service • Test & evaluate the model to make sure that the plan, systems and processes work When 1. Process stages and flows devised – February 2014 2. Process detail in full – May 2014 3. IT system designed and procured – May 2014 4. IT system tested – Sept 2014 5. Portal, Website and Telephone point operational – November 2014 4. Full roll out November 2014 6. Monitoring – ongoing 7. Evaluation June – November 2015 Who - Bedford Advice Network Bedford Advice Network Project Themes: • Effectiveness - To develop a common triage and referral process • Prevention - To provide a range of educational workshops focussing on the most common issues people encounter • Shared Resources - To create a physical advice hub at 7a St Paul’s Square • Accessibility - To create a virtual advice hub where services can be accessed through a variety of channels Effectiveness A common referral and triage process for existing advice agencies • A training event has taken place and partners are now cascading learning to front line staff and volunteers. • An electronic Network Manual is being drafted to support the process. • Partners will maintain the accuracy and currency of information about their services. Prevention A range of educational workshops to increase skills and knowledge, focussing on the most common issues people encounter • Partners are delivering pre-retirement, Best Energy Deal and Financial Capability workshops to clients and staff of various agencies • Pre-tenancy meetings are taking place with individuals and families intending to take up social housing tenancies Shared Resources A physical Advice Hub where multiple services can be provided. • The Hub is now available for booking free of charge to agencies which provide free advice and support to local people • The venue is working well and hosts meetings, interviews and training events for a range of local organisations • Wireless Broadband has now been installed and is available free of charge Accessibility A virtual advice hub where services can be accessed through a variety of channels, including rural community workers, social media and telephone. • We are training volunteers to man a new Telephone Triage service, which will go live in May 2014. Volunteers will identify key issues, assess need, provide information and refer or signpost promptly to the relevant agencies • We are designing an accessible web portal and we are in discussion with AdviceCentral, who are investigating options around fully secure IT systems which may be of benefit to both projects • We are working closely with AdviceCentral to ensure that the projects reduce duplication and share learning and resources where possible. Effective Together – Programme Aim ‘Any’ Advice Network A.N.Other advice agency Thank You for listening Any questions?