APPENDIX A. Invitation to Tender Specification for Welfare and Debt Advice Services

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1 APPENDIX A Invitation to Tender Specification for Welfare and Debt Advice Services

2 Section 1 Service Specification Service Welfare and Debt Advice Services Period 1 st July th June Purpose This specification is for the provision of Welfare and Debt information and advice services within the Borough of Blackburn with Darwen. The Council is looking for a lead organisation that can design and deliver Welfare and Debt advice within the Borough through a consortium based model of voluntary/3 rd and faith sector organisations. To deliver this model the Council will contract to pay 150,000 per annum paid in quarterly instalments to the successful lead organisation. This document will describe the consortium function; the outcomes required and indicate the services to be delivered to meet the objectives and outcomes of the Council. In addition, this document also outlines how the outcomes will be monitored. 2. Consortium Based Service delivery The consortium approach will: support the sharing of knowledge, skills and expertise across organisations and provide a greater overall capacity to improve outcomes. Through a consortium/lead organisation model of delivery it is intended that opportunities will be opened up for smaller VCF organisations in the Borough to be involved in service delivery. As such, the successful provider will be expected to encourage the involvement of other VCF providers from across the sector in the delivery of the contract. This approach will result in a more streamlined and effective service delivery, avoiding duplication of services by improving collaboration across the VCF sector and allowing for the development of co-ordinated services whilst increasing capacity through better economies of scale. This approach will also enable better engagement in needs assessment and identification of local priorities, resulting in the needs of the local communities being better understood and responded to. The single point of contact will also increase social value and social investment through the recruitment of local people into the paid and volunteer workforce. Fundamental to the consortium model will be an ability to ensure best value for money for the service. Voluntary, community and faith sector providers are experienced in securing additional resources to enhance public sector funding allocations. It is anticipated that the successful lead organisation will be proactive in leveraging external funding and match funding to ensure the sustainability of

3 services. The successful provider contracted to deliver the outcomes set out in the specification will be able to demonstrate: An ability to work with a range of organisations across the voluntary, community and faith (VCF) sector; excellent communication channels; robust policies and procedures; effective financial, risk and environmental management systems; a clear understanding of the practical details of service delivery, including potential risks; and access to, and a thorough understanding of, relevant legislation and the dissemination of this 3. Welfare and Debt Advice Services 3.1 Aims and Objectives The aims and objectives of the service are to deliver a consortium based model that provides people in Blackburn with Darwen with information and advice relating to: Welfare Rights Information and Advice this will include but is not exclusive to: Advice on all aspects of means tested and non-means tested benefits regarding entitlement and claimant responsibilities Assistance to customers with appeals and revisions where appropriate and where the customer has a legally arguable case. Assistance to customers with appeals covering disputed decisions regarding entitlement, overpayments and backdating. Provision of advice regarding financial implications of welfare reforms including training and briefing sessions as required Debt Information and Advice this will include but is not exclusive to: Mortgage or rent arrears Secured or unsecured loans

4 Local taxes council tax Utility debts gas, electricity, water Charge cards, credit cards, overdrafts Tax / NI / VAT Court fines, orders, judgements, warrants, executions Child Support / Maintenance agreements Benefit income, benefits overpayments. Social fund Bankruptcy, Individual Voluntary Arrangements, Debt Relief Orders Checking liability for debt and establishing repayment arrangements based upon budget analysis The lead organisation will work with statutory partners, with voluntary, community and faith (VCF) sector organisations and with community based organisations to ensure that information and advice is available and accessible to the whole population and to ensure a coordinated approach to early intervention and prevention 3.2 Evidence Base National Context Nationally there has been a fundamental review of welfare with a number of key reforms implemented over last few years, with further reforms envisaged throughout the period The introduction of Universal Credit and Personal Independence Payments has had, and will continue to have, an impact on claimants and recipients in the Borough. The number of customers accessing Welfare and Debt advice has increased throughout the reform period and needs to be supported in the future Local Context Blackburn with Darwen will continue to be affected by the welfare reform agenda and the continued co-ordination of information and advice is key to responding to the challenging range of issues facing the Borough. 3.3 Expected Outcomes The key outcomes for the service will be:

5 People will be supported in obtaining in-work and out-of-work benefits (dependant on their eligibility) and have increased income. People will be supported in addressing their problems arising from debt and/or financial exclusion People will be supported so that they are more able to manage their finances People will be supported so that they can benefit from stable housing or accommodation. Residents will be supported throughout the introduction of welfare reforms Increased options for self-help/service 4. Scope 4.1 Service Description The provider will be required to deliver information and guidance to the residents of the Borough and signpost individuals to other information services whether provided by statutory, VCF or community organisations. We are looking for a consortium/prime provider approach which will fundamentally innovate and change how services are provided to meet the requirements of individual service users in a changing world. A creative approach will be key to the success of this service. The types of services that will enable the Consortium to deliver the outcomes within this specification include though are not limited to: Information An information service provides customers with the information they need to understand their situation. This can include signposting i.e. providing factual information about the role of another organisation or how to find or contact that organisation. Within the information service, responsibility for taking any further action rests with the customer. Advice An advice service may involve: A diagnosis of the customer s enquiry and any legal issues involved Giving information and explaining options

6 Identifying further action the customer can take Some assistance: e.g. contacting third parties to seek information; filling in forms It would usually be completed within one telephone or face to face interview, although there may be some follow-up work. The customer would take responsibility for any further action. Advice with Casework: Advice with case work may involve: Identifying relevant legislation and deciding how it applies to a customer s particular circumstances, including identifying the implications and consequences of such action and grounds for taking action. If this is not possible, signposting or referring the customer to an agency that will be able to assist Advising a customer on the merit (likely outcome) of their case or, if this is not possible, signposting or referring the customer to an agency which can advise on merit if the customer so wishes. Assisting customers to obtain information from a third party in order to resolve their problem. Assisting customers to challenge the decision or action of a third party. Assisting customers to correspond or negotiate with third parties, to protect their rights or interests. The service will support people with recurring debt problems and will support them in managing their finances to prevent debt problems escalating In addition, it is the expectation that the lead organisation will also deliver the following outcomes: Provision of volunteer related support including information, advice and guidance to residents of the Borough Dissemination of information and signposting on to other appropriate services The delivery of self service options for customers of the service At the award of the contract, to assist with the transition to implementation of the new model of service delivery. 4.2 Accessibility/acceptability Products and materials should be as accessible as possible for all potential users.

7 Websites should be developed according to current industry standards (e.g. Web Content Accessibility Guidelines, Government Digital Services (GDS) service manual). Printed materials should be produced to appropriate guidelines with important information in an easy to read format and telephone services should also be available to those with hearing impairments. As required under the Equality Act 2010, reasonable adjustments should be made to ensure that people with a disability have equal access to advice and information services e.g. where appropriate accessible formats, communication support. Some groups in need of information and advice may have particular requirements. Information, advice and guidance services must ensure that due regard is given to the needs of these groups, including but not limited to: People with sensory impairments, such as visual impairment, deaf blind and hearing impaired People who do not have English as a first language People who are socially isolated People with physical disabilities People with learning disabilities People with mental health problems People with long term conditions, including dementia, and frail older people People with autism Homeless people Members of the traveller community 4.3 Whole System Relationships The service will work in partnership with a range of statutory, independent and third sector organisations. The service will be required to work closely with Blackburn with Darwen Borough Council, Blackburn with Darwen CCG, Lancashire Care Foundation Trust (Mental Health Services), and other voluntary, community and faith sector organisations operating services within and outside the Borough. Please note this list is not exhaustive. The service therefore needs to maintain strong links across a wide range of organisations. 4.4 Service Development The service provider should look to innovate and improve service offerings

8 throughout the length of the contract. 5. Referral, Access and Acceptance Criteria 5.1 Geographic coverage/boundaries The service is expected to cover residents and/or carers of residents who live within the Blackburn with Darwen Borough boundary. 5.2 Location(s) of Service Delivery The service will be based within the boundaries of the Borough of Blackburn with Darwen. The service will be required to be delivered from Blackburn Library and Darwen Town Hall. The prime provider will be expected to discuss with the Council any changes to the location of services, as this may have an impact on service users. 5.3 Access & Referral sources The service will be accessible to members of the public from the two locations above and access will also be available through a telephone service and by . Referrals will also be accepted from key Council departments, such as Finance, Housing and Social Care. These referrals will be made using on-line facilities. The provider will be also be expected to support the Council in the delivery of Universal Credit, namely Personal Budgeting Support. 5.5 Response time & detail and prioritisation It will be expected that all Local Authority referrals will be reviewed and appropriate contact made with the individual within 2 working days of receipt of the referral. 7. In 6. Governance formation Sharing and Data Security In addition to the provision of monthly, quarterly and annual statistical information, the prime provider will be required to facilitate quarterly review meetings with the Council. These meetings will be used to review the outputs detailed below in Section 8 as well as for the exchange of information, the review of challenges facing the service and for developing plans and actions to address these as necessary.

9 7. Information Sharing and Data Security The service will be required to share and hold information in line with the Data Protection Act Records should be kept securely and only for the necessary period of time. At the end of this period they must be securely disposed of and destroyed. 8. Quality and Outcomes Monitoring Outcomes monitored with the prime provider will include: Outcome Key Performance Indicators The single point of contact will demonstrate an effective working relationship with VCF organisations delivering services under the specification. People will be supported in obtaining in-work and out-of-work benefits (dependant on their eligibility) and have increased income. People will be supported in addressing their problems arising from debt and/or financial exclusion. People will be supported to enable them to more ably manage their finances. People will be supported to enable them to benefit from stable housing or

10 accommodation. Providers will be required have an effective computerised system to monitor and quantify the agreed target outputs providing key performance information on a monthly, quarterly and/or annual basis as agreed. Areas to be monitored include: number of sessions delivered and the method of delivery (e.g. appointments, drop-in telephone, on-line). number of new clients and number of repeat clients breakdown of the types and levels of support given (particular reference to be given to the impacts of welfare reform) number of users taking up services and the pattern of takeup across the different advice areas breakdown of referral types self referral, from Blackburn with Darwen, etc,. profile of users monitored by ethnicity, gender, age, disability, employment. profile of referrals to other agencies/support services including employment and training 85% of clients who respond to client satisfaction monitoring, rate the quality of the Services provided by the provider and its partners as Good or Very Good Securing flexible funding opportunities for additional inward investment Number of bids for funding submitted % of successful funding bids Case studies available to support bids for inward investment both

11 for the service and to support the wider Council objectives. Better support and coordination through joined up working and partnerships Increased awareness of the advice service amongst residents and other advice service providers Co-production and cross-sector leadership Development of partnership working to enhance the already strong relationships in place High-level engagement at crosssector leadership level and strong ownership of the agenda (evidence by engagement at partnership events)

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