Post by jman on Aug 1, 2011 17:16:01 GMT 1
Post from Community Links adviser on a day at work
"Community Links blogA day in the life of an advice service
By Will Horwitz
Our Advice Service Manager Sharon Elliot wrote this a few months ago, but given the threat to advice services across the country at the moment, it is worth reading now more than ever. None of the clients mentioned below would be eligible for legal aid if government’s changes go through.
I would like to describe to you a typical day for me at our Open Door Advice service.
When I arrive at 8.15 in the morning the queue is already stretching along the front of Community Links.
Soon afterwards I receive a call from our Open Door Advice Supervisor downstairs; a client is distressed in reception. She has with her a large carrier bag full of paperwork; she does not make eye contact with me and is visibly anxious. She tells me that she needs help with an Incapacity Benefit appeal, she didn’t attend a medical assessment in June 2010 and her benefit has been stopped. I learn that she’s been having this problem since she claimed this benefit 12 years ago. She has a physical condition which leaves her socially isolated and ADHD and severe depression; she is taking anti-depressants, and had a nervous breakdown 5 years ago. The community mental health team can’t help her. We discuss the help that Open Door Advice can provide to assist her with an appeal, I inform her of other benefits that can be claimed while she is waiting for the appeal. Then I learn she can’t make the applications for herself; she is dyslexic and cannot read or write. Like many we see, she needs help accessing the benefits to which she is entitled because of failures of the system to adapt to special needs.
I ask her “how have you been coping without income?” She replies “my sister occasionally provides me with meals, I eat at her place”. I ask to take a look at the papers in her carrier bag, there are bailiff’s letters for non payment of council tax, and they have been to her house twice to execute a warrant of entry. There’s a court order for a warrant for eviction due to be executed on the following Monday. I ask if she has seen a Solicitor about this, she hasn’t. I ask her about other debts, she tells me she has no regular bills but owes the utility companies £5,000 for unpaid gas and electricity. She has not had gas or electricity in her home since 2009; meters were removed because of non payment. I suspect that there a number of debts which will come to light later.
From one personal difficulty compounding another one this poor woman is living in quite desperate circumstances – I refer her to our senior adviser. After several hard hours together at his desk we have help underway on housing, debt and welfare benefits.
Soon after we see a client Mr R. We opened a file for him in November 2010; he had been refused Employment and Support Allowance and we appealed the refusal on his behalf. He is awaiting a hearing date before the tribunal; there is a backlog of cases. He is living on limited income trying to support his family after being made redundant. I look at his file and call the tribunal services who inform me that his case isn’t close to listing for a hearing date. He is very upset. I advise him on accessing emergency benefits.
One of our Advisers then needs some help. She has a hearing listed before a tribunal later that day. It’s her first hearing before a tribunal. The client is challenging an overpayment decision made by the DWP. The DWP allege that the client did not declare her income earned from self employment while she was claiming job seekers allowance in 2008. The Adviser has asked the DWP for disclosure of key documents which will prove that the client did declare her earnings to the job centre. At the date of the tribunal hearing they haven’t been disclosed. We discuss case tactics, should we seek an adjournment, ask that the case be dismissed or proceed to hearing?
When the advisor returns from the tribunal later in the day it turns out she has won the appeal. The client is so relieved. She has successfully moved off benefits into self-employment. She can now get back to building her business. The client thanks us for putting her life back on track and supporting her family.
Other advisors and volunteers appear to be having similar long cases at their desks, mostly around debt, job seeking and keeping families together.
Thankfully it is Wednesday; shortly further volunteers will be arriving, for our evening session, to share the strain, we are not entirely alone…"
www.community-links.org/linksuk/?p=2611
"Community Links blogA day in the life of an advice service
By Will Horwitz
Our Advice Service Manager Sharon Elliot wrote this a few months ago, but given the threat to advice services across the country at the moment, it is worth reading now more than ever. None of the clients mentioned below would be eligible for legal aid if government’s changes go through.
I would like to describe to you a typical day for me at our Open Door Advice service.
When I arrive at 8.15 in the morning the queue is already stretching along the front of Community Links.
Soon afterwards I receive a call from our Open Door Advice Supervisor downstairs; a client is distressed in reception. She has with her a large carrier bag full of paperwork; she does not make eye contact with me and is visibly anxious. She tells me that she needs help with an Incapacity Benefit appeal, she didn’t attend a medical assessment in June 2010 and her benefit has been stopped. I learn that she’s been having this problem since she claimed this benefit 12 years ago. She has a physical condition which leaves her socially isolated and ADHD and severe depression; she is taking anti-depressants, and had a nervous breakdown 5 years ago. The community mental health team can’t help her. We discuss the help that Open Door Advice can provide to assist her with an appeal, I inform her of other benefits that can be claimed while she is waiting for the appeal. Then I learn she can’t make the applications for herself; she is dyslexic and cannot read or write. Like many we see, she needs help accessing the benefits to which she is entitled because of failures of the system to adapt to special needs.
I ask her “how have you been coping without income?” She replies “my sister occasionally provides me with meals, I eat at her place”. I ask to take a look at the papers in her carrier bag, there are bailiff’s letters for non payment of council tax, and they have been to her house twice to execute a warrant of entry. There’s a court order for a warrant for eviction due to be executed on the following Monday. I ask if she has seen a Solicitor about this, she hasn’t. I ask her about other debts, she tells me she has no regular bills but owes the utility companies £5,000 for unpaid gas and electricity. She has not had gas or electricity in her home since 2009; meters were removed because of non payment. I suspect that there a number of debts which will come to light later.
From one personal difficulty compounding another one this poor woman is living in quite desperate circumstances – I refer her to our senior adviser. After several hard hours together at his desk we have help underway on housing, debt and welfare benefits.
Soon after we see a client Mr R. We opened a file for him in November 2010; he had been refused Employment and Support Allowance and we appealed the refusal on his behalf. He is awaiting a hearing date before the tribunal; there is a backlog of cases. He is living on limited income trying to support his family after being made redundant. I look at his file and call the tribunal services who inform me that his case isn’t close to listing for a hearing date. He is very upset. I advise him on accessing emergency benefits.
One of our Advisers then needs some help. She has a hearing listed before a tribunal later that day. It’s her first hearing before a tribunal. The client is challenging an overpayment decision made by the DWP. The DWP allege that the client did not declare her income earned from self employment while she was claiming job seekers allowance in 2008. The Adviser has asked the DWP for disclosure of key documents which will prove that the client did declare her earnings to the job centre. At the date of the tribunal hearing they haven’t been disclosed. We discuss case tactics, should we seek an adjournment, ask that the case be dismissed or proceed to hearing?
When the advisor returns from the tribunal later in the day it turns out she has won the appeal. The client is so relieved. She has successfully moved off benefits into self-employment. She can now get back to building her business. The client thanks us for putting her life back on track and supporting her family.
Other advisors and volunteers appear to be having similar long cases at their desks, mostly around debt, job seeking and keeping families together.
Thankfully it is Wednesday; shortly further volunteers will be arriving, for our evening session, to share the strain, we are not entirely alone…"
www.community-links.org/linksuk/?p=2611
