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AGM 2013

C I T I Z E N S A D V I C E D I R E CT

AGM 2013

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AGM 2013

Contents 4 5 6 10 13 12 14 16 18 19 20 21

Foreward from the Chair Message from the Chief Executive Review of Activities Learning and Development Volunteers Stornoway Partners Treasurer’s Report Finance Report Income and Expenditure Directors Accreditations

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Foreword from the Chair The next 12 months looks very exciting and I look forward to another successful year and the continued development of the organisation.

 Suzanne Hester During my short tenure as Chair, I have been very impressed by the organisation, how effective it is in helping so many people, and how this is done through the incredible commitment of the volunteers and staff at Citizens Advice Direct.

Having been involved for some 18 months now as a Trustee and more recently as Chair I have been privileged to have seen some great changes and exceptional growth in the organisation.

As a part of that growth I would like to extend a very warm welcome to the new team in Stornoway who have joined the team in Glasgow in a new and expanded organisation. Together the teams represent a real move forward for the organisation in the way that they have contributed so very positively to what has been an exceptional year for us.

The period covered by this report reflects the real challenges faced by the organisation, and the positive response to them and it also reflects the changing nature of our funding, with the successful launch of Social Enterprise Direct. I can, however, take little credit for the performance so far and therefore I must thank my predecessor as Chair, Graham Blount, and my fellow board members for steering the organisation to this point and for their unwavering support and vision.

The next 12 months looks very exciting and I look forward to another successful year and the continued development of the organisation.

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Message from the Chief Executive The last 12 months have been a watershed for Citizens Advice Direct...

»» Andrew Bartlett The last 12 months have been a watershed for Citizens Advice Direct. We have successfully opened our new centre in Stornoway, and welcomed the staff who transferred across to us from Comhairle nan Eilean Siar. Our volunteers and staff have risen to the challenges presented, and continue to provide an invaluable service to the people of Scotland, day in and day out. 2012/2013 also marked the launch of our trading arm, Social Enterprise Direct Ltd, which has made a six figure financial contribution to the charity during the year.

Highlights for CAD this year include: • 70,654 general advice calls answered, an increase of 66% from last year

• 182,605 consumer calls answered by our Stornoway centre in addition to the above

• 211 volunteers trained, an increase of 53 in the reporting period

• A move from a deficit of charitable income to a surplus • An increase of £144,505, or 51%, in our fund balances

I would like to thank our board for their unstinting support, and our volunteers and staff for their hard work. I would also like to thank our partners for helping us to help more people than ever before.

I look forward to reporting growth again in 2014.

Andrew Bartlett Chief Executive

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Review of Activities Our achievements for the year compared with the targets agreed with our core funder, the Scottish Government.

To assist 53,934 clients We have assisted 70,654 clients, an average of 5,887a month. Our web chat functionality opens up the service to users who may find it difficult to use the telephone.

The service continues to attract callers from across Scotland. Work is on-going with Shelter Scotland, StepChange and Citizens Advice Bureaux to further the reach and effectiveness of the service.

To address inequality and issues around access to services

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In 2012 we created the role of Equalities Coordinator, who promotes and implements our commitment to equality. This involves working towards developing a workplace culture that encourages inclusion and aims to challenge all forms of discrimination based on the protected characteristics under the Equality Act or any other grounds. The Equality Coordinator fosters good relations for all staff members, volunteers and clients and work towards widening access to the advice services we provide. We now have increased volunteer numbers from the BME community and are continually increasing the calls we receive from the BME community across Scotland. We work alongside organisations such as LGBT Youth Scotland, Ethnic Minorities Law Centre, Amina-Muslim women resource centre and the Scottish Refugee Council to increase the awareness of our service and to make sure our existing volunteers have up to date training and information. We are currently working with Glasgow ESOL forum to deliver a combined volunteering opportunity.

To Provide 150 new, quality volunteer training opportunities Current volunteer headcount is at 163. Over 211 new volunteers have started training courses since April 2012. We have also set up links with some of the Glasgow Universities to provide volunteering opportunities for students studying law, social science and psychology in addition to the volunteers accessing the service directly.

We have a commitment of a further two years support from the Scottish Government. The application for funding detailing our objectives for the next two years has been submitted taking into account our expansion into the Isle of Lewis, and commitment to partnerships with other organisations.

To establish a socially responsible trading arm to enable spare contact centre capacity to be utilised to generate funding for other areas of the business to reduce reliance on external funding.

In these difficult financial times it is more important than ever that we ensure that Citizens Advice Direct is on a firm financial footing, and to this end we have introduced a full cost recovery programme. This allows us to accurately cost our services, and ensures that we deliver value for money. Our trading arm, Social Enterprise Direct, is now trading, delivering services for Safe Deposits Scotland, Scottish Power and Scottish and Southern Energy. Social Enterprise Direct is focussed on creating sustainable employment opportunities, and to date has

AGM 2013

Review of Activities

employed eight people. All profits from Social Enterprise Direct will be gifted to Citizens Advice Direct.

Provide 65% of our clients with the tools and knowledge required to deal with their issue with no further assistance from face to face agencies

68% of our clients receive the knowledge and tools required to deal with their issue. This has been achieved by successful partnerships with other advice agencies, the operation of our consumer contract, and the advice tools at our disposal.

To undertake a Social Return on Investment analysis

We have assisted 70,654 clients, an average of 5,887 a month.

This is being carried out by the Social Value Lab. They are working with us to design and deliver a Social Return on Investment framework, allowing us to provide auditable evidence of the true value of the organisation.

To provide eight FTE equivalent new posts in our Stornoway contact centre.

A total of fourteen FTE were created during the year within the Stornoway centre during the financial year.

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Review of Activities Breakdown of advice subjects and call volumes.

Benefits, Tax Credits and National Service

Employment

NHS Concern or Complaint Education

Housing Immigration, Asylum & Nationality Health & Community Care

Tax Travel, Transport & Holidays Consumer Goods and Services

Financial Products and Services

Debt Relationship

Utilities & Communications

Legal

200000 180000

160000 140000 120000

Our organisational ai and principles put ta inequality at the heart of we do: regardless of their d the people of Scotland can u to get the information and kn with a challenging time in

100000

80000

Citizens Advice Direct clear to the Scottish Governmen Outcomes

60000 40000

20000 0

Nov04-Mar05

Apr05-Mar06 Apr06-Mar07 Apr07-Mar08

CAD

CACH

Apr08-Mar09 Apr09-Mar10 Apr10-Mar11 Apr11-Mar12 Apr12-Mar13

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We also offer people the ability to be trained in a whole series of transferrable skills. We provide volunteers with the experience of dealing with real people with real issues and the confidence to take those skills into the employment market, working alongside local educational establishments and employability services to provide quality placements. More than 25% of our volunteers leave us to move into paid employment.

Our tional aims es put tackling heart of everything of their demographic, nd can use our service and knowledge to deal g time in their lives.

ect clearly contributes vernment’s National comes

Our clients are generally younger and more economically active than those using traditional face to face services. Our ability to assist people across Scotland removes any geographic boundaries and in offering a multichannel service we can ensure that people are able to connect with us in a manner and at a time that suits them. Effective use of technology opens up access to new and previously excluded client groups.

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Learning and Development  Achievements in 2012/2013 1. Obtaining SQA Centre approval

2. Designing and delivering SQA accredited courses 3. Recruiting more volunteers than previous years 4. Building on-going working relationships with external partners to deliver training

5. Long term unemployed people moving into employment after attending employability course run in partnership with Working Links.

6. Our volunteer opportunity giving students’ academic credit or becoming part of University curriculum

During 2012 we developed new and enriched working relationships with external agencies and built partnership work. This has been proven by the relationships we now have with the four Glasgow Universities and a college.

Our volunteer opportunity is now part of the curriculum of 4th year Law at Caledonian University and the Paralegal course at UWS, as well as students of the University of Glasgow and Strathclyde University gaining academic credit from volunteering for 156hrs. As a result of these developments, we gain large groups of volunteers at a time, which cuts costs and efforts of recruitment as well as keeping up the volume of volunteers needed to meet customer demand.

As well as these mutually beneficial relationships we now also run a Fast Track training course for volunteers ever month and evening and weekend courses according to demand. Both of these recruitment streams has meant we were able to recruit and train 211 volunteers in total.

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One of the biggest achievements has been obtaining Scottish Qualifications Authority centre approval. This means we are able to run accredited courses and offer qualifications. After gaining centre approval we then developed and wrote SQA approved course material and ran

2 pilot courses, one in Stornoway and one in Glasgow. These courses were a great success producing volunteers, moving previously long-term unemployed people into gainful employment.

A Learning and Development strategy has been developed for the organisation. This Learning and Development strategy sets out the learning and development strategies which will be implemented in the period 2013-2014. It supports the achievement of the goals of the organisation. Citizens Advice Direct is committed to excellence in people development. We aim to create a culture of learning throughout where individuals take responsibility in partnership with the organisation for their development. We recognise the need to develop our people so that they are fully equipped to deliver our organisational objectives; both now and however they may change in the future. We look forward to further our development and success in the next year.

AGM 2013

»» Plans for 2013/2014 On-going bite size update training including Welfare Reform training will continue throughout the year. This will be provided by mixture of in house and external training and in partnership with other organisations including Shelter Scotland, CPAG, Citizens Advice Scotland, Scottish Mediation Network, Safe Talk and AMINA Muslim Women’s Resource Centre Our volunteer recruitment training is going very well with courses being continually over prescribed. We are currently running more than one course per month using a mixture of Fast Track training, Evening and Saturday training options, University student training will continue with University of Glasgow, Caledonian University, and Strathclyde. We are currently recruiting volunteers from the business world and in 2014 we will work with companies who have a corporate responsibility policy.

We have already achieved new awards in Investors in People and Scottish National Standards.

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Volunteers In 2012, volunteering was given a new focus in Citizens Advice Direct. Recruitment and training were streamlined to fit the challenges of a modern contact centre. We wanted to make it as easy as possible for prospective volunteers to join our team. With this in mind, Citizens Advice Direct ventured in to the world of social media. As a result – and because of our new partnerships with universities – we increased our numbers of new advisers. 2012-13 saw 211 volunteers trained. We were then able to help many more customers than in the previous year.

For some of our team, volunteering is a route to employment, or a chance to try something new which may lead to a career change. Advising here is a way of improving chances and choices.

In 2012-2013, Social Enterprise Direct was launched, followed by the opening of the Stornoway centre and the expansion of the Glasgow centre. Our growth benefitted many of our volunteers as they gained new positions as employees with us. The year saw members of our volunteer team progress from volunteer advisers to telephone advisers and teamleaders.

While our advisers volunteer here because they want to help others, the social aspect of it is always popular as well. Our team is large and diverse and attracts people of all ages, cultures and backgrounds. This year we’ve had many fun events such as bowling, a pub quiz, walks, and themed days such as Chinese New Year, Burns Day, and our Olympics month. We’re glad to see our social committee now up and running and we can all look forward to many more events and outings to come.

We’ve also launched the WOW! Awards to our staff and volunteers. The WOW! Awards are the UK’s only national awards in recognising excellent customer service based purely on customer and colleague nominations. We now have a constant process that lets our customers tell us what they really like, and then we recognise our people for delivering great service. We hope it will encourage all our staff and volunteers to exceed expectations so that our customers receive the best possible service.

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Stornoway Stornoway site handles 16.5% of total volumes to the Consumer Service.

»» Key achievements Exceeded the target for customer satisfaction achieving between 96% and 97% monthly The site is accredited to ISO 27001 Delivery of the consumer service training programme

»» Year in Review 2012-2013 CAD commenced the contract for Citizens Advice Consumer Helpline in April 2012. 18 Staff members moved to Citizens Advice Direct from Consumer Direct and joined 17 new CAD employees to deliver the Consumer Helpline.

Calls Answered – 182,605 Emails Offered – 10,003

The focus for Quarter 1 and 2 was the transition period from previous provider (OFT). The Stornoway team continued to meet the service delivery targets set out for the transition period making this a success for the team and service.

Throughout quarter 3 the focus for the centre was quality. A new quality regime was designed for the consumer service and the priority for the centre was preparing all staff for the implementation of the new requirements and KPI’s. An internal quality development process was implemented with weekly and monthly initiatives ensure the team were meeting the targets ahead of the implementation.

In quarter 4 of the contract we completed a successful recruitment process and training programme in preparation for year 2. The training programme was delivered by our in house trainer and all delegates passed the difficult end of training exam.

The centre performed in line with the KPI’s and was successful in the year 1 audit which was conducted by CAS and Consumer Service Operations team.

»» Top citizens advice consumer issues in Scotland 2012/13 1. Second Hand cars bought from independent dealer 2. Second Hand cars bought from franchise dealer 3. Upholstered furniture

4. Laptops, notebooks and tablet PCs

5. Mobile Phones (service agreements) 6. Mobile phones (Hardware) 7. Leather furniture

8. Women’s clothing

9. Beds and Mattresses 10. Independent Garage

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Partners In addition to working with the Citizens Advice Service, Citizens Advice Direct is also working in partnership with:

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Treasurer’s Report In the year 2012/13 Advice Direct Scotland Limited was required to prepare consolidated financial statements due to the incorporation of its trading subsidiary,

»» Prepared by Mark Harper In the year 2012/13 Advice Direct Scotland Limited was required to prepare consolidated financial statements due to the incorporation of its trading subsidiary, Social Enterprise Direct Limited, which commenced trading in April 2012. The accounts presented to you therefore represent the consolidated position of both the Charity and its subsidiary.

liability in form of a loan, which at the year-end has £142,417 outstanding. The loan was taken as a precaution to assist cash-flow during the period of setting up Consumer Helpline.

The Group shows cash balance of £897,755, which is an increase of £489,146 compared to 2011/12. This increase is due to the large rise in income that the Group has received in the year, which is explained in the section below regarding income. The variance in debtors from £320,150 to £37,186 is due to accounting entries relating to the year ending 31 March 2012 which have now been adjusted for.

At the end of the prior year the Charity had five restricted funds in deficit totalling £22,786. In 2012/13, with proper financial management and control, the Charity’s funds are now showing a surplus of £88,597. General funds carried forward to the next financial year totals £338,725 which is an increase of £33,122 from 2012.

The financial statements for the year illustrate an improved financial position compared to 2011/12. The Group shows a net asset position of £427,322 with the Charity itself also showing an improved net asset position of £394,457. As such the overall consolidated position shows an increase in net assets of £144,505. This variance is attributed to higher level of bank funds, additions to tangible assets coupled with a decrease in creditors payable within one year.

Income from charitable activities has increased from £995,645 to £2,025,266. This significant increase is due to the income from CACH, based in the Charity’s Stornoway site, which represents £1,121,286. Other income includes £265,322 being generated from the Charity’s social enterprise, which has been gifted to the Charity. With this increase in funding it is natural for expenditure to increase exponentially as a result. Expenditure has risen to £2,150,698 from £1,012,412 in 2012 which is mainly a result of the costs involved in running the CACH office in Stornoway. Overall the Group has generated a surplus of £144,505 compared to £31,795 in 2011/12.

In 2011/12 the Charity made substantial fixed asset purchases and an element of this was unpaid at the year ended 31 March 2012.

In 2012/13 this is reflected in a increase of creditors of £37,699 leaving a balance of £687,862 in relation to creditors payable within one year. The Group has a long-term

The financial statements reflect a successful year for the Group and illustrate the hard work and endeavour of the staff and volunteers. The continued support from the Charity’s existing funders is also of significant importance to ensure that the Charity achieves its objectives and continues to deliver a great service over the coming years.

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Finance Report ADVICE DIRECT SCOTLAND LIMITED (a company limited by guarantee – Company NO: SC225689) CONSOLIDATED BALANCE SHEET As at 31 March 2013

2013 £

2012 £

TangibleAssets

254,256

204,221

Debtors and Prepayments Cash at bank and in hand

37,186 897,755 _______ 934,941

320,150 408,609 _______ 728,759

Fixed Assets

Current Assets

Creditors: Amounts falling due within 1 year Net Current Assets Total assets less current liabilities Long Term Liability

Funds

Unrestricted Funds General Funds

Restricted Funds

(687,862) _______

(650,163) _______

501,335

282,817

247,079 _______

(74,013) _______

78,596 _______

_______

£427,322 =======

£282,817 =======

338,725 ______ _

305,603 _______

88,597 ___ ____

(22,786) _______

338,725

£427,322 =======

305,603

282,817 =======

These �inancial statements are prepared in accordance with the special provisions of Part 15 of the Companies Act 2006 applicable to small entities.

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Income and Expenditure ADVICE DIRECT SCOTLAND LIMITED (a company limited by guarantee)

CONSOLIDATED INCOME AND EXPENDITURE ACCOUNT For the year ended 31 March 2013

Unrestricted Funds £

Restricted Funds £

Total 2013 £

Total 2012 £

1,388,618

903,980

2,292,598

1,042,004

1,388,618

903,980

2,292,598

1,042,004

2,615 ________

_______

2,615 ________

2,203 ________

1,391,223

903,980

2,295,203

1,044,207

1,358,101 ________

792,597 _______

2,150,698 ________

1,012,412 ________

1,358,101

792,597

2,150,698

1,012,412

(Deficit)/Surplus for Year

33,122

111,383

144,505

31,795

Transfer to other projects

_______

_______

_______

_______

33,122

111,383

144,505

31,795

Surplus carried forward

305,603 _______

(22,786) _______

282,817 _______

251,022 _______

(Deficit)/Surplus Carried Forward

338,725

_88,597

427,322

282,817

Income Grants & Service Income

Other Income Interest Received

Expenditure Expenditure

Net Income less Expenditure

All the results of the company relate to continuing operations.

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Directors The Directors serving during the period and since the year end were as follows:

 Board of Directors Suzanne Hester

Chair

Graham Blount

Director

Anne Hastie

Vice-Chair

Gail Boag

Director

James Patrick McAleese

Director

Mark Harper

Treasurer

St John Hattersley

Director

Angus MacKenzie

Director

Calum Robert Kerr

Director

Murray McCall

Director

None of the directors had any notifiable interest in the company at any time during the year.

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Accreditations

Advice Direct Limited is a company limited by guarantee and a registered charity governed by its memorandum and articles of association. The company trades under the name of Citizens Advice Direct.

Charity number: SC 034473.

Company number: 225689 Tel: 0141 553 5550

Email: info@citizensadvicedirect.org.uk

Website: www.citizensadvicedirect.org.uk

 Thank You

Many thanks to all who have supported Citizens Advice Direct in the last year: funders, volunteers, staff and Board, without your help the service would not be where it is today.

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