Maximising the Impact of Information and Advice in Scotland: The Future of Service Delivery

This briefing will explore how we can maximise the impact of advice and information services in Scotland at a time of increasing demand and limited funding, by improving forward planning, embedding quality standards and using new methods of service delivery.

Reshaping the delivery of information and advice in Scotland

Advice, information and signposting services include: debt counselling; housing information and advice; income maximisation; money advice; welfare benefits advice services; and social care support. Advice and information is also provided by case workers. 

The positive impact of advice is undisputed. The benefits are both social and economic including improvements in people’s financial capability and income, their health and wellbeing, prevention of homelessness, and improvements to over-indebtedness. However funding is limited and policy and legislative changes such as welfare reform and Self-Directed Support are increasing demand.

The Review of Publically-funded Advice Services in Scotland published in February 2018 set out a series of recommendations for funders and providers to help maximise the positive impact of advice and information services including:

  • Changing spending review cycles to enable the sector to better plan and support services
  • Reducing competition for funding to encourage collaboration between providers
  • Encouraging the use of recognised quality standards
  • Considering a range of mechanisms to deliver advice including the use of new technology

Key issues we’ll examine with you

  • The factors driving increased demand for services
  • Identifying unmet need
  • Best practice for funding advice: The Framework for Public Funding of Advice in Scotland
  • Implementing the Scottish National Standards for Information and Advice Providers
  • Marketing and raising awareness of advice services
  • Channel shift: new ways to deliver advice and information while balancing the need to maintain traditional forms of delivery including face-to-face and telephone

Who will benefit from attending?

This event will be of interest to all those funding or delivering advice services in Scotland including: local authorities; debt, financial and money advisors; housing associations; third sector organisations; social care services; organisations providing publically funded grants; and many more.


09:15 Registration and networking

10:00 Opening remarks from the chair

Kate Connor, Kate Connor Consulting

Session 1: The Current Position of Advice and Information Services

10:05 The state of play for Scotland’s Information and advice services

  • The factors driving demand for advice and information services
  • How advice and information services are currently funded and delivered

David Hilferty, Executive Officer (Policy and Support), Money Advice Scotland

10:25 The Importance of Advice

Kirsty McKechnie, Welfare Rights Worker (Early Warning System), CPAG Scotland

10:45 Questions and discussions

11:00 Refreshment Break

Session 2: Planning for Services

11:20 Monitoring and planning for information and advice services

  • Measuring and reporting on performance in advice services
  • Assessing new approaches to service delivery

Karen Carrick, Project Manager, Improvement Service

11:50 Ensuring the quality of advice provision

Hazel Thoms, Manager of Policy and Development, Scottish Legal Aid Board

12:20 Questions and discussion

12:30 Lunch and networking

Session 3: The Future of Service Delivery

13:15 Co-location of information and advice centres

Michelle Lee, Advice Service Manager, Granton Information Centre

13:35 Effective Design of Volunteering Roles to Maximise Recruitment and Retention

  • Volunteers as Supporters and Donors: an expectations exchange
  • People’s availability: Trends in Volunteering
  • Re-thinking Roles? Dynamic design and support

David Maxwell, Operations Manager, Volunteer Glasgow

13:55 The Right Information and Support at the Right Time

  • Culture shift
  • Challenges and opportunities
  • Partnership working 

Craig Menzies, Macmillan Programme Manager, Macmillan Cancer Support

14:15 Channel shift

Annabelle Ridley, Head of Training, Citizens Advice Scotland

14:35 Questions and discussion

14:50 Closing remarks from the chair

15:00 Close of event

*Agenda subject to change


COSLA, Verity House, 19 Haymarket Yards, Edinburgh EH12 5BH | Map


Delegate rates (excluding VAT):

  • Discounted rate: £145 (Voluntary / charitable organisations with an annual income of less than £1m)
  • Reduced rate: 1 place £245 | 2+ places £195 (Central government departments and agencies, local authorities, universities, colleges, NHS, police, housing associations, professional associations and voluntary / charitable organisations with an annual income over £1m)
  • Full rate: 1 place £295 | 2+ places £245 (Commercial organisations e.g. plc, Ltd, LLP)

For more information please email or phone 0131 285 1635

14 June 2018

Share this page