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.
Agenda*
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
Venue
COSLA, Verity House, 19 Haymarket Yards, Edinburgh EH12 5BH | Map
Costs
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 enquiries@holyrood.com or phone 0131 285 1635