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Equality and Diversity Challenges for Advice Services

This article explores the challenges faced by advice services in promoting equality and diversity. It discusses the need for culture change, prevention strategies, and the importance of equal access to advice and support. The article also highlights specific challenges in the areas of education, empowerment, workplaces, awareness/media, and government/policy makers.

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Equality and Diversity Challenges for Advice Services

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  1. Equality and Diversity Challenges for Advice Services Annie Hedge

  2. Citizens Advice: Who we are • Our aims • To provide the advice people need for the problems they face. • To improve policies and practices that affect people’s lives. • Our principles • The Citizens Advice service provides free, independent and impartial advice to everyone on their rights and responsibilities. We value diversity, promote equality and challenge discrimination. In 2012/13 we helped2.1 millionpeople in England and Wales with6.6 millionproblems.

  3. Citizens Advice: Who we are • Online advice 24/7 • 14.5 million visits in 2012/13 • Consumer service • Top 3 issues: cars, repairs, electric and electronic goods • Volunteering • 22,000 volunteers • £109 million • Campaigning for change • Welfare benefits especially for disabled people • Legal Aid • Pay day loans

  4. Challenges • Culture change • Prevention

  5. Culture change • Equality and diversity a positive force • Equal access to advice, help and support

  6. Culture change We can do culture change.

  7. Prevention • 5 overlapping areas • Education • Empowerment • Workplaces • Awareness / media • Government / policy makers

  8. Prevention: education • Fahma Mohamed • Southampton STAR • PLE

  9. Prevention: Empowerment • Expert Patient Programmes • Capacity building • Co-production • End racism this generation • ASK • Help on your doorstep

  10. End racism this generation

  11. Prevention: Empowerment ASK Strong correlations between gender violence and debt

  12. Prevention: Empowerment Help on your doorstep

  13. Prevention: Workplaces • Set standards • Make anticipatory reasonable adjustments • Training • ADR

  14. Prevention: Awareness / media

  15. Prevention: Government / policy makers • Legal Aid • Public Sector Equality Duty

  16. Challenges • Volume and unmet need • Changing customer service standards • Sustainability

  17. Low Commission: model • Public legal education system • National helpline and website • Local advice networks • Access to specialist national support • http://www.lowcommission.org.uk/dyn/1389221772932/Low-Commission-Report-FINAL-VERSION.pdf

  18. Vision • End racism this generation • Nothing about us without us • LGBT rights are human rights • End violence against women and girls

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