Previous Projects
Age Concern
The Scottish Helpline for Older People (SHOP)
provides an advice service specifically tailored to citizens aged
50 and over and their families or carers. The aim of the telephone
advice service is to provide accurate and independent advice on
issues affecting older citizens, with thought given to special
requirements they may have. For example, a higher proportion of
callers may be hard of hearing, may not be comfortable with voice
recognition systems and maybe put off by a series of touch button
questions. Key areas of advice include pensions, benefits and
tax.
Macmillan Cancer Support
Citizens Advice Direct managed an
advice helpline for Macmillan Cancer Support during its 'Cost of
Cancer' campaign. The project lasted six weeks and provided
financial related advice.
Scottish Power
An advice helpline was set up and managed by
Citizens Advice Direct to provide financial counselling to Scottish
Power clients. Clients were advised on how to manage their finances
in order to keep up payments and avoid disconnection of their
energy supply.
Highland Council
Highland Council outsourced a project to
Citizens Advice Direct to manage an advice line to assist
citizens faced with homelessness and housing related issues. The
project ran for a total of three years.
Citizens Advice England
Citizens Advice Direct was commissioned to provide
telephone advice services in England, as part of Citizens Advice
England's Access Strategy. The oursourced service provided was two
fold. A general advice service was provided during 'out of hours'
periods. Also, a specialist Tax Credit Helpline was provided as a
six month pilot project. Advice was also provided using
instant chat facilities.