Welfare Welfare Rights and Rights and

Debt Advice Debt Advice ServiceService

Mission StatementMission Statement

Our core purpose is to reduce poverty and inequality, and enhance the quality of life of the people of Salford, through providing a professional

• Welfare Rights ServiceWelfare Rights Service - which promotes rights to benefits and maximises benefit take-up; and

• Debt Advice ServiceDebt Advice Service – which provides practical assistance to people in managing debt and promotes debt awareness;

and influencing policies which have a direct impact on the lives of those living on low incomes within the City.

We achieve this by:We achieve this by:

• providing free, impartial and confidential advice on welfare benefits and debt to Salford residents regardless of

means;• informing, advising, assisting and representing individuals

to secure their benefit entitlements and resolve their debt problems;• publicising and promoting benefit take-up and debt awareness amongst key target groups; • providing consultancy, training and support to a wide range of staff and organisations;• working in partnership with other agencies in particular other

advice providers, other local authority directorates and primary health care providers; • influencing social policy; • consulting residents in the development of the Service;• giving a specific focus to those who are most socially excluded; • contributing to the Anti-poverty & Social Inclusion Strategy.

What Is Welfare Rights Advice?What Is Welfare Rights Advice?Assists people to maximise their income from social security and local Assists people to maximise their income from social security and local authority benefitsauthority benefits

InvolvesInvolves• identifying missing benefit entitlements • protecting existing entitlements• calculating 'better off ' scenarios e.g. - in/out of work - choosing between different benefits/claimants• completing claim forms within time-limits• appealing and challenging decisions• researching relevant law, case-law etc. • outlining legal requirements re: overpayments, changes in

circumstances etc.• representation where appropriate e.g. at tribunals and Social Security

Commissioners• targeted 'take-up' work and maximising the benefit income of

vulnerable, under-claiming groups

What Is Welfare Rights Advice?What Is Welfare Rights Advice?

OutcomesOutcomes• protection of existing income • maximisation of income with enhancement to quality of life

• simplifying the complex inter-relationship of benefits

• enabling claimants to more effectively interact with the complexity of the benefit system

What Is Debt Advice?What Is Debt Advice?Assists people to regain control of their financial situationAssists people to regain control of their financial situation

InvolvesInvolves• income maximisation• checking liability• drawing up a financial statement

- acts as a budgeting tool- allows clients to prioritise debts- show how much money is available for creditors

• explaining creditor's powers power of recovery• ensuring creditors comply with relevant

legislation- Consumer Credit Act- Administration of Justice Act

• negotiating with creditors• completion of relevant court forms• representation at court where appropriate

What Is Debt Advice?What Is Debt Advice?

OutcomesOutcomes• helps people make sense of financial chaos• lifts the weight of indebtedness• protection to debtors• affordable repayment• effective solutions to debt problems through

independence

confidentiality

specialist knowledge

Key Elements Of The ServiceKey Elements Of The Service

Welfare RightsWelfare Rights• Telephone Advice Line• Casework

advice claiming review appeal Commissioner judicial system

• Primary Health Care - appointment sessions• Take-up and benefit promotion - leaflets, targeted campaigns, talks etc.

• Training• Partnership working

Key Elements Of The ServiceKey Elements Of The Service

Debt AdviceDebt Advice• Telephone Advice Line• Casework

advice negotiation payment plan/other strategy court judicial system

• County Court Duty Rota• Debt resolution/awareness - training, leaflets, talks etc. including schools and credit unions

• Training• Partnership working

Outputs - Key MeasuresOutputs - Key Measures

Welfare RightsWelfare Rights• Number of telephone advice sessions• Number of calls/people dealt with • Number of ‘new’ clients assisted• Number of benefit issues dealt with• Additional benefit secured or protected for client• Additional income through charging policy and SSA• Feedback from clients through regular questionnaires• Number of training units delivered• Number of talks given• Number of events attended to promote the service

Outputs - Key MeasuresOutputs - Key Measures

Debt AdviceDebt Advice• Number of telephone advice sessions• Number of calls/people dealt with • Number of ‘new’ clients assisted• Number of debts and benefit issues dealt with• Number of homes protected• Amount of debt written off for client • Feedback from clients through regular questionnaires• Number of training units delivered• Number of talks given• Number of events attended to promote the service

Achievements - 2000/2001Achievements - 2000/2001

Welfare Rights Welfare Rights • Telephone advice - 180 sessions conducted (91%)

- 1,112 calls/people dealt with • ‘New’ clients - 1,332• Benefit issues dealt with - 5,731• Extra benefit (client) - £3,013,627• Extra income (charging policy and SSA) - £460,694• Training units delivered - 254• Talks given - 13• Promotional events attended - 19

Debt AdviceDebt Advice• Telephone advice - 113 sessions conducted (75%)

- 485 calls/people dealt with • ‘New’ clients - 175• Debt issues dealt with - 1,227• Debt written off/extra income - £153,826• Homes protected - 32• Training units delivered - 122

Achievements - 2000/2001Achievements - 2000/2001

Cost of the ServiceCost of the Service£594,250£594,250Social Services - general

£317,000 (54% )

Primary Care Trust£120,000

(20% )SRB II

£18,000 (3% )

SRB V£50,000

(8% )

Social Services -charging£57,250(10% )

Social Services - SASP

£31,500(5% )

Current/Future Current/Future IssuesIssues

• Community Legal Service (CLS) - Quality Mark

• Structure that– reflects the priorities of the Service– more efficient and effective Service– meets the requirements for the CLS QM

Areas of WorkAreas of Work

Benefit Promotion & Take-up

Over 60s(HB/CTB)

Home/Day CareService Users

Welfare Rights Service

Casework Team

Primary Health

Learning Disability

Debt Advice Service

CaseworkTeam

Mental Health

Urdu Punjabi Community(Linkworker)

New Service StructureNew Service Structure

Principal Officer

WR Linkworker - Urdu/Punjabi

(1 Post)

WR Take-up Officers - Older People

(3 Posts)

Generic WROs(4 posts)

Senior WRO(Service Manager)

CLS Supervisor

Senior WRO(Take-up)

CLS Supervisor

Debt Advisers(3 posts)CLS Supervisor Standard

Specialist WROs(2 posts)

WR Take-up Officers- Service Users(2 Posts)

Health WROs(3 posts)