Projects
Citizens Advice Direct have worked in partnership with a variety of organisations, offering helpline services on behalf of partners and consultancies to new helplines.
Helpline Services
Benefits Advice Line for People Affected by Cancer
This was a partnership of two quality organisations, Citizens Advice Direct and Macmillan Cancer Relief to develop and deliver an advice service. The service supported a national campaign by Macmillan raising the awareness of the financial effect that a cancer diagnosis can have on individuals’ finances. The Advice line provided callers with information about the benefits and support that they are entitled to and how to apply for them.
Highland Homeless Advice Line
Telephone advice service for homeless in the highlands in delivered from Glasgow. This service was developed in partnership with The Highland Council and Homepoint. The service provides callers with initial advice on their housing issue as well as advice on other issues affecting them, enabling them to access a wider variety of advice services.
Example of HAL work:
A land owner phoned HAL in November because men sleeping in tent on his land in Inverness. He didn’t want to evict the two men but wanted to help them find accommodation. The two men contacted HAL.
One man had applied to the Council as homeless but wasn’t aware that he was entitled to temporary accommodation. HAL telephoned the Council and arranged temporary accommodation for him.
The second man telephoned HAL the next day. He had applied to Council and had been in and out of temp accommodation. The man had applied to two Housing Associations but had moved a lot since applying.
HAL telephoned one of the Associations who advised that the man had been selected for a property but the Housing Association couldn’t contact him. HAL advised the man of this and when he contacted the Association he was offered house, which he accepted.
Scottish Power
A partnership with Scottish Power and the local CABx in the east end of Glasgow. The helpline is aimed at clients of Scottish Power who are at risk from being disconnected. It offers them Free, Independent and Confidential money advice.
Consultancies
Citizens Advice Direct also act as a model of and mentor for successful helpline operations. We have worked in partnership with SHOP (Scottish Helpline for Older People) and Young Scot Info Line, providing a model of best practice and acting as a consultancy for guidance, support and technical advice.
SHOP
In 2003/4 we worked with SHOP as it began planning for its helpline, sharing our research into helpline delivery and demand, and acting as sounding board for the ideas Age Concern had for its helpline.
David Brownlee, Information Manager, Age Concern Scotland states
“I've dealt with Citizens Advice Direct for over two years now. Age Concern Scotland and Citizens Advice Direct bounced helpline ideas about in 2004, when there was no funding, no helpline, and no more than a draft workplan, commitment and vision of what we both wanted. We've continued to work closely together as our helplines got up and running, and now we really really value Citizens Advice Direct's professionalism, expertise and willingness to help whatever our question, and whenever we need it.”
Young Scot Info Line
When developing its info line Young Scot approached Citizens Advice Direct for assistance in the technical and operations of a helpline. We offered them advice and guidance on operational support, case recording, strategic issues, and policies and procedures. We also offered staff the opportunity to experience live calls and discuss the practical implications of their service.