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Citizens Advice makes a difference - in the UK
Have you ever thought about leaving the organization that employs you for just a few weeks to get a taste of the way other organizations, working in more or less similar fields but in different countries, cope with their challenges? For eight member organizations of the Active Citizenship Network (ACN) this opportunity became a reality. Funded by the European Union, the project “Building active citizenship in Europe: an experience in mentoring” allowed both experienced and less experienced leaders of civil society organizations from 7 EU countries and 1 non-EU country to come together in order to exchange experience and advice (see our Blog). Since CCCD is one of the participating organizations we wanted to gain insight into the workings of other participating organizations. I had the chance to stay for several weeks with the civil society organization Citizens Advice (CA) in the United Kingdom and learn more about their work. The concept of the organization is one that is missing in Germany. If such an organization existed in Germany its presence could close gaps in the German system of advice giving on citizens´ rights.
Advice giving and campaigning
The Citizens Advice service provides free, independent, confidential and impartial advice on citizens’ rights and responsibilities and is available to everyone in the UK. The Citizens Advice in turn uses the cases anonymously to campaign for policy changes that benefit the population as a whole.
The registered charity Citizens Advice was established more than 70 years ago. It serves as a membership organization for the independent Citizens Advice Bureaux (CABx). Every Citizens Advice Bureau is a registered charity which is reliant on trained volunteers and funds to provide the service for local communities. As the UK’s largest advice provider CABx are equipped to deal with issues ranging from benefits, debt and employment to housing, consumer, and immigration, plus everything in between. The aim is to empower the clients by providing them with the information they need to solve their own problems and to signpost them to appropriate advice when necessary.
Political Campaigning
In 2009/10 the Citizens Advice service generated over 45,000 so-called evidence forms. Those forms document specific CAB clients' problems and are then used to campaign for changes in national and local policies and services. CA has a key role in representing clients, raising issues brought into the Bureaux, contributing to public debate and informing legislative bodies. The policy work covers the range of issues Citizens Advice deals with. Citizens Advice works with policy makers, regulators, Members of the Parliament (MPs) and service providers. On the national level, members of Citizens Advice, some of whom are former MPs themselves, take part in parliamentary working groups and consultations. Apart from classical instruments for campaigning, like writing letters to MPs and releasing press statements, Citizens Advice also uses social media services, like Twitter and YouTube to promote statements. For MPs Citizens Advice often is a relevant source of information when trying to estimate consequences of changing legislation.
On the local level, representatives of Citizens Advice Bureaux get involved in the local politics, e.g. by being a member of thematic groups of the local council. CAB Brent, a Bureau in the London Borough of Brent, also uses Twitter to stay in touch with the local authority on a regular basis. They realized that via Twitter they can keep local authority members easily up to date about their work.
The power of volunteers
Two thirds of the (wo)men power of Citizens Advice England and Wales are volunteers: 21,500 volunteers perform a variety of functions from giving advice to fundraising, IT, administration, publicity, campaigning and trusteeship. They benefit from free training, ongoing support and expenses. The training results in an accredited qualification which, along with the experience of volunteering itself, helps people develop skills for life outside of CAB. In 2009/10 27 per cent of volunteer advisers that left CABx left for paid employment and nine per cent went into further education. Older or retired volunteers use the chance to stay active and to keep in touch with the community. As the different CABx I visited confirmed, most volunteers are students, graduates, women on maternity leave or retirees.
The qualification of volunteers from the community often has the effect that clients are advised by people with a similar (ethnic) background and the relevant cultural sensitivity. I became aware of the importance of this approach in the CABx in the Boroughs of London Brent and Wandsworth, which have a high unemployment rate and a high minority ethnic population. As volunteers and clients are representative of their local community, both have similar frames of reference. This means volunteers can more easily tell whether clients are strong enough to work on their own case, or whether they need more help. The volunteers may also have been in a similar position as their clients such as when migrating to the UK.
Another positive side effect can be the fostering of integration of people with different ethnic backgrounds. CABx have one of the highest trust and awareness ratings in the UK. However, as a former volunteer and now Deputy Manager of a CAB who came to London from Nigeria about 20 years ago told me, clients in the beginning are sometimes mistrustful towards his competencies in giving advice. The clients´ distrust most often disappears after being helped and empowered to find a solution for their situation.
Volunteers from Black, Asian and minority ethnic communities (8 %) as well as disabled volunteers (9 %) are still underrepresented at Citizens Advice Bureaux. To increase the activity of each group Citizens Advice plans to develop local and national partnerships with key organizations to support recruitment from these underrepresented groups.
Solving more than one problem
Citizens Advice Bureaux are in general financed to a large extent by the local authorities since the service fulfills tasks that the local authority is obligated to provide to the community. Furthermore CABx have service level agreements with local organizations and institutions to give advice on-site several times a month. Contractors are mental health hospitals, the Macmillan Cancer Support, child care centers and schools, to name only a few. The approach of those institutions is to see the bigger picture of their clients’ problems and to help them find a solution. This approach has thus far been successful due to the fact that when clients are offered help with solving personal problems, the activities of the institutions are also more likely to be successful. For example, in the London Borough of Wandsworth general practitioners decided to pay for the service of advisers from the local Citizens Advice Bureaux to give advice to their patients. They noticed that the well-being of their patients is often closely linked to their problems, such as debts or housing problems and that solving those problems is sometimes closely connected to the improvement of their health conditions.
To convince potential or current funders of the positive effect the Citizens Advice service has on a community, the organization evaluates its impact. The CAB in Rutland County, for example, measures how much financial resources are gained for their clients, hence how much money is brought into the local economy. Advice regarding debt and housing problems has the potential to prevent clients from falling into even worse situations, which in turn also saves community money.
Cooperation with companies
Citizens Advice, the membership organization based in London, offers companies consulting services. Since the Citizens Advice Bureaux, which is active in more than 3,300 locations in England and Wales, documents the complaints of their clients, the organization also retains data on clients’ problems with companies. Companies therefore get in touch with Citizens Advice to get a clear picture about customers´ complaints and to work out solutions on how to improve their services. This service for companies is often the first step towards cooperation, which is about corporate volunteering and funding. “Money Active” for example, is a program of Citizens Advice, funded by the Nationwide Building Society, which aims to train and support volunteers to carry out pro-active financial education work in their local community. This also depicts the approach Citizens Advice aims to focus on increasingly in the future: to foster prevention and therefore diminish the need of advice giving.
A concept for Germany?
The concept of Citizens Advice is convincing because it helps citizens understand their rights and become aware of their legal options. It has a holistic approach towards the problems of its clients and therefore can help and empower them more effectively. Citizens Advice does lobbying on behalf of the citizens and is a reliable source of information for policy makers and companies regarding the cracks in the (social policy) system. According to Citizens Advice International the concept of Citizens Advice was established by organizations in 8 EU-countries.
In Germany the model of Citizens Advice has not yet been adopted. Even today people in Germany sometimes seem not to be aware of their options for getting help on certain topics, not to mention where one could look to get help. Having one well-known institution would contribute immensely to establishing orientation with regard to knowing and using one´s rights. That is not to say that advice giving services focusing on a specific topic should cease to exist in favor of a centralized institution, but rather that they could be integrated into a well established advice giving system. This type of cooperation is more transparent than the current system and could therefore have the advantage of helping people gain direction on how to find solutions for their problems more effectively. At the same time there would be a strong partner standing up for citizens rights.
by Alexandra Härtel
Many thanks to Erin Schafranek for editing the text.
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