CAB Annual Report 2022-2023

The Mitchell Library is an excellent setting for the CAB to integrate with multiple library services. Service provision is offered city-wide between the main office and its 20 out/in-reaches. Essentially the service from the main office is by ‘drop-in’ but this, unfortunately, had to be restricted in this last year to an extent due to a diminished number of volunteers following the Covid closure. It had been necessary to offer a mixture of drop- ins and appointments while aiming towards returning to full-time drop-in. The outreaches, mainly projects, serving various parts of the city are by appointments referred by each Outreach hosting organisation. As a bureau the general subject matter is very wide although there is an emphasis on financial inclusion, outcomes and the prevention of homelessness to protect the most vulnerable in our society. Negotiations with third parties form the largest type of work. The complexity of enquiries often involves several issues with a choice of options. Recent years have seen a considerable decline in consumer issues and relationship matters. Immigration enquiries continue to increase. As a one-stop bureau advisers often have to address multiple issues for individual clients – some inter- related to one main issue and some completely different in isolation. Mostly clients seek help for money advice often in the form of debt management, benefit checks and claims, benefit sanctions, housing issues and employment matters. Assistance is given in budgeting, bank accounts, financial capability, debt options, negotiations with creditors, bankruptcy, benefit applications, mandatory reconsiderations, housing options, negotiations with landlords, sustaining accommodation, recovery of wages, resolving employment disputes and any other enquiries presented or diagnosed to be underlying. Consumer debt is mainly from store and credit cards and Payday loans. Personal loans are now becoming less prevalent. The bureau runs and contributes to CAS national projects. Financial gains essentially come from social security benefits, backdated wages, debt forgiveness and consumer redress. While bankruptcy / sequestration (not suitable for everyone) does not increase income it can alleviate the burden of on-going payments. Other gains include preventing evictions, sustaining tenancies, employers’ references and soft outcomes such as opening bank accounts, increasing income, introducing home insurance and energy efficiency. Where appropriate referrals are made to the Strathclyde University Law Clinic for Employment Appeals, the Legal Services Agency for the prevention of homelessness, the Ethnic Minorities Law Clinic for complicated immigration cases and the Glasgow City Council Welfare Rights Team for Social Security Appeals. Towards the end of the financial year there was a short term project of 3 months for post Christmas debt advice. Additional services throughout the year included the national projects administered by Citizens Advice Scotland these being Service (PASS), Universal Credit, Money Talks, Welfare Reform and Specialist Debt. At present there is a dedicated team of volunteers averaging 30. Formerly, prior to the Covid lockdown, it was 74 and some with over 20 years’ service and commitment, retaining this volunteer led agency. Support is given by a team of 20 salaried staff which includes management, admin staff, project workers and specialists. Performance is measured against targets set by the various funders, equality and client profile monitoring, diagnosis of issues & underlying issues and effectively addressing them and compliance with the Membership Audits of Citizens’ Advice Scotland. OVERVIEW OF THE SERVICE The bureau delivers many outreach points of service in various co-locations throughout the city to reach vulnerable individuals and families in their own locations, often people who would not normally chose to use mainstream services. These Outreaches include Glasgow Helping Heroes; all three Glasgow City Council Social Work Casework Teams (north east, north west & south); Chara House; Elder Street Resettlement Centre; Rodney Street; South Portland Street &Clyde PlaceHostels; NHSHunter Street Homeless Services (two projects - Complex Needs Service and Challenging Behaviour Rehabilitation Service)) and the City Centre and Govan Jobcentreplus offices. The bureau takes referrals from the GAIN Helpline operated by Glasgow North West CAB. Services to the Glasgow Life Community Libraries - Springburn, Elder Park, Royston and Partick and from the GCC Service Desk on John Street were suspended during the Covid related restrictions and did not resume during the last year. In their place the clients were taken at base in the Mitchell Library with a new innovation being assistance with applications for Blue Badges. Talks are in place with Glasgow Life to resume services in community libraries from April 2023 (appointments can be made through the participating libraries by calling the local library or visiting the Glasgow Life Website). There is also an in-reach in the Mitchell Library where a member of the GCCAB staff walks round the building assisting any homeless people taking shelter in the library. COMMUNITY BASED OUTREACHES This service has been granted refunding for another 3 years which is good for those requiring support with concerns relating to NHS Services across all Scottish Health Boards. This year will have the introduction of Chatbox in addition to the PASS Helpline which will allow for interaction in conversation between the individual and their local Patient Adviser. The last year has still seen the NHS struggle with the aftermath of Covid and the severe impact on its services with a backlog of operations and delays in routine appointments with these at the forefront of complaints. Whilemany issues raised have been about staff attitude and behaviours it has to remain mindful that NHS staff have been under a great deal of pressure. During the year there were 261 clients in this bureau, 48% related to all aspects of clinical treatment, 86% were given information & advice, 40% were about family health services (GPs, Pharmacy and Dental), 16% were complex cases. PATIENTS’ ADVISORY & SUPPORT SERVICE (PASS)