Friendly Ear (360G-SCVO-a0g0N00001gBVSMQA4)

A community based call centre in Whitburn, West Lothian We are seeking funding for office space in West Lothian, part time staffing costs and volunteer expenses, to enable us to pilot a community-based call centre to provide support for local residents particularly in the rural and semi-rural areas of West Lothian who are struggling with the roll out of Universal credits. This call centre would be staffed by volunteers, who would be trained to deliver support and advice in dealing with Universal credit and other welfare reforms changes over the phone. The part-time member of staff would train and supervise any telephonic services. It is envisaged that we will provide a telephone service Monday to Friday, 10 am until 3pm, these times will be constantly monitored to ensure the best fit for the need and adapted as required. There will be 4 lines available via the call centre package. Volunteers would be given scheduled slots to provide the phone service depending on their availability. Continual evaluation of this pilot service will be required as the roll out of universal credits continues throughout this area. The call centre would have two purposes: 1. To provide information about Universal credit to the West Lothian Area. This could be two fold, general information i.e. time scales for roll out or perhaps a more personal request for information regarding their forthcoming change to universal credit and how to prepare for it. Possibly by signposting to a budgeting workshop or a "better off "or "what if "calculation which the volunteer could carry out. Also, to explain the pitfalls of agreeing to Universal credit before a mandatory change. 2. Support and assistance when the transition to Universal credit is being made. Ensuring that they minimise the time without benefit. There may be additional help required to ease this journey. To ensure they have an option to discuss issues raised when applying for universal credit and the impact there might be if they have to take a crisis loan, which has to be paid back and understanding the rate of payback applicable. Increase in enquiries due to the changing benefit system Through volunteer feedback and evaluation of our current service, it has been highlighted that there is a large amount of uncertainty surrounding the changing face of welfare benefits. The roll out of Universal credits locally making West Lothian a full-service area for Universal credits, residents are unsure as how to proceed, this has almost doubled the number of enquiries we have had relating to universal credits. This would be a support line dealing with issues around the introduction of Universal credits to residents. We are now receiving requests from health professionals; local key workers and it is difficult for us to continue to handle these enquiries as we are currently lacking in resources to address the concerns. Another issue highlighted was that West Lothian due to its geography is a fragmented county, is populated by a large number of mining communities which are quite isolated from each other and the larger 4 towns. These small villages do not readily interact with each other. Local transport links are poor, there are advice services available in Bathgate and Livingston. However, to access these services is not always possible due to the limited new bus routes, limited access, new timetables and in certain situations, residents experiencing this change in benefits cannot afford the bus fare. This has a greater impact to those with disabilities as the changing bus routes means they must cover a greater distance on foot. Additionally there is the perceived embarrassment of being seen accessing advice , but the telephone service allows the residents the option of gaining support and information almost anonymously. Presently within West Lothian there is no comparable service offered and as such local residents are getting into financial and emotional difficulties dealing with these changes. Universal credit is being rolled out in West Lothian and as a full-service area, any change in domestic or personal situations will mean that the residents will be changed on to Universal credit and the issues this change will bring. For instance, this change will bring a minimum of a five-week period of no income from that benefit. It will mean a change from fortnightly to monthly benefits and due to the nature of universal credit, they may lose some benefit entitlement from the old system to the new system. E.G. ESA being reassessed. Debt is easily accumulated during this period as housing benefit and council tax reduction ceases during this assessment period. For Example : Parents of twins, recently turned to their health visitor, who in turn referred them to us at one of our community based advice sessions. Because of an extended transition to Universal credits, they had used up the food bank option of three vouchers and now had no food and were unable to heat the family home as they had no income, they were facing debt as housing benefit and council tax reduction was not be paid during this transition time. They needed a supportive ear to listen and suggest any possible ways to mitigate their situation. Our volunteer was able to suggest a number of differing ways to minimise their dilemma, checking to see if they could gain an advance on forthcoming payment, assisting in finding out if there is a particular reason for the holdup of the payment. This family through support and intervention now have additional food and nappies for the twins. Negotiating with their energy supplier to ensure they had a continue supply of fuel, the energy supplier was not aware they were a vulnerable family. Not everyone in West Lothian has access to this type of service. We are very limited in the number of areas we can provide this community service, but this type of support could be more readily available to the wider community from a call centre, providing a listening ear, signposting and direction to appropriate agencies, making it easier to follow up, ensuring the best level of service and best practice is followed. Often it is the opportunity to talk to someone who is not an official or representative of a government agency. It is being able to ask the silly question, to gain understanding of the new situation, it is being able to feel that you are not being judged, to having someone who will listen not judgementally, but be informed enough to guide you to the appropriate place or person. Having the option to call from home and not be embarrassed by accessing advice at a known centre. For example, a new mum with a 5 week old baby girl, asked what she could do as DWP had closed her claim. She was visibly distressed, limited money, homeless and unsure what to do. Was told by DWP to claim Universal credit to supplement her maternity allowance which she did, received a text from DWP to say look at your account. Her message from the DWP, "as you failed to attend your interview, your claim has now been closed" This was two weeks after making her initial Claim. By chatting to this young mum, we were able to explain the system to her, the reasons for the closure and how she could challenge this decision. In the young mum's defence, she had not received an invitation to an interview, so we could challenge the decision of the DWP. Her doctor suggested she speak to us, we have been able to secure universal credit for her. Her homelessness issue was also addressed and with her health visitor and doctors support she has gained sufficient points to be allocated a council house. Beneficiaries from this service would be those with changing personal circumstances, those invited to have their current benefits reassessed or those who have changing health needs, everyone in the community who needs a listening ear and signposting when universal credit comes to call. During this initial transition period, but ultimately at the point of full migration to this new system. There needs to be help, knowledge and emotional support with this forced change, the fear people feel when tackling something new. The lack of digital inclusion for some will also become a reality when this change happens, but with a non-judgmental voice at the end of a phone, this journey can be manged and assisted. Our volunteers will be given training in active listening, benefit knowledge to guide our residents forward and support to deliver this service. The volunteers will gain confidence in working with other volunteers, feel a belonging to the community, ownership of the ability to assist. Build peer support from other volunteers at offered training opportunities and monthly volunteer meetings. Although the call centre would be based in West Lothian and initially we will assist West Lothian residents, this will not be at the exclusion of anyone else, from outside West Lothian.