1. Building Connections GWSF Conference 20 November 2015

2. Introduction Glasgow Council for the Voluntary Sector – Membership body with around 600 members – Supporting and advocating for Glasgow’s Third Sector – Welfare Reform Expert Group Building Connections Glasgow – Increase capacity – Coordination Role – Action research & service improvements

3. The work… Inform – Welfare Reform Briefings, Guides & Updates – Workshops, information sessions & presentations Influence – Consultation, Review and Evidence Responses – Liaising with MSPs, submitting motions for debate Improve – Improve processes, communications, systems, pathways and outcomes. Involve – Work with citizens, services and sectors to build awareness and participation in the welfare reform agenda.

4. Our actions… Communities of Practice Know the Score Guides Engagement & Campaign Frameworks Mapping and Connecting Glasgow Action on Benefits

5. Community of Practice Cross sector forum Practitioner & Front Line Staff Area specific Non welfare benefit specific services Peer support, learning and engagement through Action Learning Sets

6. Know the Score Guides Pilot guides – testing a Plain English Approach Informative and accessible Cross sector development Open source – available on line Glasgow specific but shareable and adaptable

7. Engagement & Campaign Framework Briefings & Guides Workshops & Focus Groups Building relationships & networks Engaging in policy processes Building campaigns, locally & nationally

8. Mapping & Connecting Working with citizens Mapping journey and experience Identifying crisis/critical points Identifying positive practice/experiences Developing solutions and testing these Informing, being informed by public sector forums Improving experiences & outcomes

9. Glasgow Action on Benefits Citizen Advisory Group Co-produced & member-led Peer Education & Peer Research Improvements through Action Research

10. Glasgow Action on Benefits Workshop

11. Our Theory If people knew more about the true picture of benefit and their rights & entitlements they would be more empowered and more confident when engaging with the system. By helping people to understand the facts and rights & entitlements we can disspell some of the myths that exist and help reduce the stigma & inequality that people experience.

12. Our Action Plan Define our assumptions Test & Research our assumptions Identify challenges & solutions Share these solutions & test ideas Measure their impacts...and…start again…

13. Our assumptions People don’t know about their rights & entitlements People aren’t aware of the true picture of benefits People feel stigmatised If people knew about their rights & entitlements they’d feel less stigmatised Using a rights & entitlements based approach would result in more positive experiences and outcomes

14. Test & Research Survey Monkey Questionnaire for citizens One to One work with front line services Focus Groups and Workshops with citizens and staff Analyse the data and report on our findings Build results into our action plan

15. Challenges & Solutions What are the challenges for citizens and staff? What positive solutions and practice can we promote? What are the positive outcomes of using a rights & entitlements based approach? Are there challenges to using this approach? Can we find ways to overcome them?

16. Solutions & Ideas Share solutions we identify Use peer education to raise awareness & inform Develop practical ideas from our data Test our ideas with others through Action Research

17. Measure Impacts & Outcomes Can just knowing about rights & entitlements change feelings/behaviour? Can using rights & entitlements based solutions result in more positive outcomes? Does knowing the facts reduce feelings of stigma? Is this what we expected to find/happen?

18. Start Again…

19. Fancy being a… ?????????

20. Over to you… What 3 benefits does the UK spend most on each year? What percentage of the UK Benefit Bill is spent on out of work benefits? In the last 5 years how much has – A) the cost of living increased – B) the cost of energy increased What has the average loss of income been per working age adult in Scotland? Have employment levels increased or decreased since 2000

21. Feedback

22. What 3 benefits does the UK spend most on each year? – Pensions (50.1%, £83.4bn) – Housing Benefit (14.5%, £23.8bn) – Disability Living Allowance (8.4%, 13.8bn) What percentage of the UK Benefit Bill is spent on out of work benefits? – 10.9% (£18.2bn) How much has the cost of living increased in the last 5 years? – A) Cost of Living - 25% – B) Cost of Energy – 37% What has the average loss of income been per working adult in Scotland as a result of changes to the benefit system? – £440 Have employment levels increased or decreased since 2000? – Increased, employment levels are the highest since records began in 1971

24. The DWP Customer Charter Clearly explains the level of service people should receive Explains the type of treatment people can expect. Levels the playing field – makes DWP engagement a contract Could empower and in-still confidence Framework for Engaging

25. Roundtable Discussion Before today were you aware of the Customer Charter Have you ever used the Customer Charter to engage with the DWP on your own, or on someone else’s behalf? What has your experience been of using the Customer Charter? Do you think using the Customer Charter would be useful/ helpful/beneficial? How might citizens/staff use the Customer Charter to achieve more positive outcomes? Are there any potential negative consequences we should be aware of?

26. Feedback

27. Next Steps… Evaluation & Thank You!

28. Johanna Speirs GCVS 0141 271 2302 johanna.speirs@gcvs.org.uk