Going the Extra Mile

Great work Andrew & Sue

Andrew and Sue went to a home visit with a client last week and provide us with a great case study of how a partnership between a caseworker and volunteer adviser can work really well, improving the experience for the client, the caseworker and the volunteer.

To cut a long story short the lady who was disabled had council tax arrears and could not afford to heat her home. With help from Andrew and Lisa we were able to sort our her arrears, her housing benefit and her disability benefits while Sue was able to spend some time and source a much needed washing machine for the client.

The client described our support as 'priceless' and out of this great piece of teamwork we were able to transform the life of the client, give some great experience and practical work to Sue our volunteer adviser and take some pressure off our caseworkers. A really good experience all round and in a flash of the blindingly obvious has shown us what could be a really exciting way to work in the future.

Our Job Center campaign

We will be meeting with Job Centre Plus again soon and we will be able to discuss with then annonymised examples of maladministration. We have previously identified 5 broad categories where job centre staff fall short of the expectations set in their own customer charter. 

• Failure to take into account clients disabilities
• Failure to take into account clients circumstances
• Incorrect information and advice
• Unjustifiable or unfair decisions/actions
• Rudeness and improper treatment

Please keep up the good work and make sure you raise BEF's where you come across these issues

The Really Amazing Charity 2

TRAC2 the really amazing charity in Trevethin have been really amazing with our Clients who are in crisis (such as those in need of furniture, bedding and curtains when they have been housed, after a period of homelessness or escaping violent relationships ). They run a shop to raise funds for items that are not donated and are always looking for good quality furniture, household items,clothes and bric a brac  to sell. They can collect furniture or other bulky goods, for more information tel 01495 764078. Please help them if you can as they provide such a critical service for the people in their community.

Bureau closure

The Bureau will next be closed for Easter on Good Friday 3^rd April, Easter Monday 6^th April and Tuesday 7^th April.

Feedback

I always welcome feedback from staff and volunteers, you can ring me up on 01633 876128 send me an email at mal.edgson@torfaencab.org.uk, write me a letter, comment on this blog, place your comment or suggestion in the comments box in the Cwmbran meeting room or come and see me.

This Blog is prepared for the staff and volunteers of Torfaen Citizens Advice Bureau