The Chief Executive for Citizen’s Advice, Vicki Rowe, provided members with a detailed presentation covering the work of the organisation in Torridge and highlighting the support available, challenges of provision and how funding was spent.
The fiscal value of the service and the challenges of recruiting volunteers was highlighted before Members were asked for their questions.
Members noted the backlog highlighted within the presentation and discussed how this could be met through an increase in volunteers and staff. The Chief Executive of Citizen’s Advice explained the recruitment of volunteers, as well as the work taking place to fund paid resources within the organisation and how this looks in terms of the provision for the people locally.
Members were advised the services was unable to be proactive in their support due to resource issues but would pick up and support cases through the welfare check that is completed when people access their service.
Members noted that Citizen’s Advice cover an area wider than just Torridge and asked whether statistics provided in the presentation reflected the impact of provision for the area. The Chief Executive advised that all the data in the presentation, aside from the fiscal data, was specifically for people living in Torridge.
Additionally, members asked about the cost increases noted in the presentation and asked whether there had been salary increases had to be accounted for too. Members were advised that pay increases was one of the increases for Citizen’s Advice, alongside energy and volunteer costs. Further detail on the guidance followed in terms of pay awards was also provided.
Members noted their disappointment that 60% of calls go unanswered. The Chief Executive recognised the challenges of meeting demand and provided some context from the point of view of the service, especially noting the impact of the closure of other provision locally.
During discussion on the working relationship with Torridge District Council (TDC) teams the Chief Executive of Citizen’s Advice reflected on the close work with the benefits and housing teams at TDC, it was suggested that a back-office email may help improve communication between the two organisations though – it was agreed this could be discussed and explored further following the meeting.
There was further discussion in relation to the advertising and recruitment of volunteers and the training provided. Detail was provided on the training provided to volunteers and how the line management worked.
Following a discussion on the research work of Citizen’s Advice it was confirmed the main area of focus continue to be the welfare benefits system, and more detail was provided on this work.
Members asked questions on access to provision for those in rural areas. The Chief Executive confirmed the locations of the face-to-face work, and advised there was no resource currently to deliver face to face appointments in Holsworthy. Members were advised that 26% of access to their provision was in person and the remaining was online. Further discussion noted the challenges of delivering this across the District, especially in more rural areas.
Members asked how TDC could support delivery of provision, and this developed into a detailed discussion on provision, access, and funding. Members and the Chief Executive reflected on the need for detailed mapping of provision, which included outlying areas and looked at how to fund smarter, as well as engage with strategic work like the Local Plan.
The Head of Legal and Governance (& Monitoring Officer) advised of the complex issues being experienced by people within the District and the need for a review of access and provision - the need for face-to-face support was highlighted for the more complex cases that are increasingly accessing services.
The Committee requested a breakdown of funding from Citizen’s Advice detailing what would be required to provide a face-to-face service in Holsworthy. ACTION
Members reflected again on the need to make comparisons and look at provision overall. The Head of Legal and Governance (& Monitoring Officer) advised that decisions in relation to funding would need to link in with the budget setting timetable and would be a decision for Full Council.
Members thanked the Chief Executive for attending.
Minutes:
The fiscal value of the service and the challenges of recruiting volunteers was highlighted before Members were asked for their questions.
Members noted the backlog highlighted within the presentation and discussed how this could be met through an increase in volunteers and staff. The Chief Executive of Citizen’s Advice explained the recruitment of volunteers, as well as the work taking place to fund paid resources within the organisation and how this looks in terms of the provision for the people locally.
Whilst discussing changes to Winter Fuel Allowance members were advised the service was unable to be proactive in their support due to resource issues, but would pick up and support cases through the welfare check that is completed when people access their service.
Members noted that Citizen’s Advice cover an area wider than just Torridge and asked whether statistics provided in the presentation reflected the impact of provision for the area. The Chief Executive advised that all the data in the presentation, aside from the fiscal data, was specifically for people living in Torridge.
Additionally, members asked about the cost increases noted in the presentation and asked whether there had been salary increases had to be accounted for too. Members were advised that pay increases was one of the increases for Citizen’s Advice, alongside energy and volunteer costs. Further detail on the guidance followed in terms of pay awards was also provided.
Members noted their disappointment that 60% of calls go unanswered. The Chief Executive recognised the challenges of meeting demand and provided some context from the point of view of the service, especially noting the impact of the closure of other provision locally.
During discussion on the working relationship with Torridge District Council (TDC) teams the Chief Executive of Citizen’s Advice reflected on the close work with the benefits and housing teams at TDC, it was suggested that a back-office email may help improve communication between the two and it was agreed this could be explored further following the meeting.
Following a discussion on the research work of Citizen’s Advice the Chief Executive provided further detail on this area of work and the areas covered.
There was a detailed discussion on access to provision for those in rural areas. The Chief Executive confirmed the locations of their face-to-face work, and advised there was no resource currently to deliver face to face appointments in Holsworthy. Members were advised that 26% of access to their provision was in person and the remaining was online. Further discussion noted the challenges of delivering this type of provision across the District, especially in more rural areas.
Members asked how TDC could support the reach of Citizen’s Advice, and this developed into a detailed discussion on provision, access, and funding. Members and the Chief Executive reflected on the need for detailed mapping of all provision, which included the outlying areas and looked at how to fund smarter, as well as engage with strategic work like the Local Plan.
The Head of Legal and Governance (& Monitoring Officer) explained some of the complex issues presenting to services and noted the need for a review of access and provision - the need for face-to-face support was highlighted for the more complex cases that are increasingly accessing services.
Chair requested a Breakdown of funding from Citizen’s Advice and what would be required to provide a face-to-face service in Holsworthy.
Members reflected again on the need to make comparisons and look at provision overall. The Head of Legal and Governance (& Monitoring Officer) advised that decisions in relation to funding would need to link in with the budget setting timetable and would be a decision for Full Council.
Members thanked the Chief Executive for attending.