The Strategic Director of Health and Wellbeing will submit Document “AP” which outlines the new approach to the delivery of welfare advice services across the district. It includes the details of commissioning processes employed; new service expectations; who the providers are; the transformation of access routes and the intention to raise service quality. 

Recommended –

(1)       That the report and its contents be noted; allowing time for the new services to embed and commence their change programmes.

(2)       That services be encouraged to work closely with their ward members and to ensure service access data is up to date for a wide range of stakeholders and referrers 

(Corporate Overview and Scrutiny Committee)

(Sarah Posingham / Julie Robinson-Joyce – 01274 431319 / 434143)

The Strategic Director of Health and Wellbeing submitted Document “AP” which outlined the new approach to the delivery of welfare advice services across the district. It included the details of commissioning processes employed; new service expectations; who the providers were; the transformation of access routes and the intention to raise service quality. 

The Senior Public Health Manager gave a summary of the report and introduced representatives from provider organisations (Citizens Advice Bradford and Airedale and Law Centre and Equality Together) that would be delivering welfare advice services within the Shipley constituency.  She tabled two documents which detailed sessional information in relation to Welfare Advice Provision and Complex Needs Welfare Advice Provision specific to the Shipley Constituency.

It was reported that, following a procurement process and budget reductions, the Citizens Advice Bradford and Airedale and Law Centre had been awarded the contract to provide welfare advice in the Shipley Constituency with sub-contracted arrangements with Windhill Community Centre and the Bangladeshi Community Association.  Equality Together were providing complex needs welfare advice district-wide.  Both contracts had started on 16 January 2017.  An information sheet was tabled listing the drop in sessions and locations. 

In response to Members’ questions, it was reported that:

·         The contracts would be performance managed by the department of Health and Wellbeing.  The intention was to put in place clearer performance management monitoring than previously. This could be reported to Members if requested.

·         The ‘Airedale’ area stated in Appendix 1 of the report covered the Keighley and Shipley constituencies.

·         A formal launch was planned in June 2017 and clearer information and route mapping would be available by then too.  Providers were currently in their bedding-in process.

·         Telephone advice had increased significantly and other forms of communication such as Skype would be considered in future.

·         Equality Together worked with people with complex health conditions.  They had defined referral pathways and were increasing their communication methods through social media and group work formats.

·         There had previously been 23 providers; there were now four.  A partnership approach was easier with fewer organisations; meetings were held with the four organisations monthly.

·         An indicative budget was given during the commissioning process to give organisations an idea so they could decide if they were interested in bidding for the contracts.  This was an issue that had been raised during the market development events for prospective providers.

·         Data would be collected showing attendance figures from drop-in sessions, the number of service users assisted and the amount of debt managed.  Trends would also be monitored.

·         Foundation Housing was a partner organisation based in Leeds.  It was a national organisation specialising in housing law and support services for ex-offenders and those at risk of offending.

·         Specialist debt advice was provided face to face by the Citizens Advice Bradford and Airedale and Law Centre and was funded by the Council contract however there was also recourse to the Money Advice Service for people should they wish. This was not the same service.

·         All services provided had facility for translation services if required.

·         Learning English as a second language (ESL) was not part of the contracts but service users could be sign posted to those services.

·         Although the contracts were let on the basis of constituency’s people could access any service they wished no matter where they lived.  Members were asked to report if they had any issues in relation to service users being redirected on the basis of their post codes.

·         Equality Together had good links with the Alzheimer’s Society.

A discussion took place about different communication methods used and different levels of support that service users who accessed welfare advice services may require.  Providers stated that they were aiming to meet the needs of all areas of the community and different people’s needs.

The Chair stressed that Members needed a route map with contact details to help aid them to address their constituents’ needs and whilst he recognised that providers were in their bedding-in process, asked that this be done as soon as possible.

A Member highlighted the need for welfare advice services to be accessible in the Baildon area and suggested sessions be held at Baildon Community Link.

A Member raised concern about the duplication of services offered elsewhere e.g. the gov.uk website and housing organisations such as Incommunities.  She also queried whether there was scope to utilise empty Council owned buildings as service venues to save money.  In response, it was stated that the services had been purchased following work undertaken to identify needs and a lot of duplication had been eliminated.  Clear tracking systems would be in place to identify how quickly queries were being dealt with.  Members were assured that the contracts in place offered the best value for money and that the need for welfare advice services was increasing.  In relation to the use of buildings, it was stated that welfare advice would be provided in Children’s Centres and other central venues as a minimum.

A Member suggested that links be made with the advice services offered at the Age UK Independent Living Centre based on Wrose Road in the Windhill and Wrose ward as well as attending neighbourhood forums.

With regard to advertising services, the Chair suggested a downloadable logo be available for community groups to be able to promote the services on their website whilst keeping the corporate branding.  He welcomed the report and looked forward to the Committee receiving further reports as the contracts matured.

Resolved –

(1)       That the report and its contents be noted; allowing time for the new services to embed and commence their change programmes.

(2)       That services be encouraged to work closely with their ward members and to ensure service access data is up to date for a wide range of stakeholders and referrers. 

OVERVIEW AND SCRUTINY COMMITTEE: Corporate

ACTION: Strategic Director, Health and Wellbeing