APPENDIX A

Service Level Agreement

between

The Isle of Wight Council

and

The Isle of Wight Citizens’ Advice Bureau

2003 - 2006

SERVICE LEVEL AGREEMENT BETWEEN THE ISLE OF WIGHT COUNCIL (The Council) AND THE ISLE OF WIGHT CITIZENS’ ADVICE BUREAU (The Provider)

1.        OBJECT OF THE AGREEMENT

The Council, in exercise of its statutory powers, wishes to enable the Provider to provide an advice service to the public in accordance with the Aims and Principles of the National Association of Citizens Advice Bureau (NACAB) and within the requirements of the NACAB Membership Scheme.

           The Provider has agreed to adopt the Service Values and Standards as set out in Schedule 2.

           The Provider has agreed that it will aim to achieve the Targets set out in Schedule 3.

2.        STATUS OF THE SERVICE PROVIDER

It is accepted that in carrying out this agreement the service provider, as an independent agency, is acting in its own right and not as an agent of the Council.

           It is agreed that Values, Standards and Targets will be monitored by the Policy Unit of the Isle of Wight Council or other nominated Department on behalf of the Council as described in Schedule 5.

           The Provider and the Council agree that the Conditions specified in Schedule 5 shall apply to the provision of the Service.

           This Agreement sets out clear expectations which both parties will use their best endeavours to honour. It is not intended that the terms of the agreement should be legally binding on either party.

           Certification that the foregoing is a correct record of the agreement reached between the parties for the grant:

           Period of Agreement:             1^st April, 2003 to 31^st March, 2006

           Parties to the Agreement:      Isle of Wight Council

                                                          Isle of Wight Citizens’ Advice Bureau

           For the Isle of Wight Council                      For the Isle of Wight Citizens’ Advice Bureau

           Signed:                                                          Signed:

           Name:                                                            Name:

           Position:                                                         Position:

           Date:                                                              Date:

           SCHEDULE 1

THE SERVICE

1.        TITLE OF SERVICE

Isle of Wight Citizens Advice Bureau.

2.        USER GROUP FOR WHOM THE SERVICE WILL BE PROVIDED

Members of the Public living, working or visiting within the boundaries of the Unitary Authority of the Isle of Wight.

3.        AIM OF THE SERVICE

To ensure that individuals do not suffer through lack of knowledge of their rights and responsibilities or of the services available to them or through an inability to express their needs effectively.

and equally;

To exercise a responsible influence on the development of social policies and services both locally and nationally.

The Citizens Advice Bureau Service is independent and provides free, confidential, impartial advice to everyone regardless of race, gender, sexuality or disability.

4.        BRIEF DESCRIPTION OF USER GROUPS AND THE SERVICE TO BE PROVIDED

Provision of free, confidential and independent generalist information, advice and services to the public covering the following subject areas defined by NACAB (this list is not exhaustive):

Benefits                      Consumer

Housing                      Tax

Debt                           Utilities

Employment               Legal

Relationships

The methods used include:

Assessing a client’s problems

Researching information

Advising on options

Supporting the client to achieve a satisfactory resolution

Negotiating with third parties

Representation in formal settings.

Provision of specialist debt counselling and Welfare Benefits representation services – these services will take referrals from within the bureau and from other agencies.

The Debt Outreach Service is funded by Community Fund until November 2005.

Representation offered will include:

           County Court hearings

           Housing Benefits Reviews

           Social Security Appeal Tribunals

           Medical Appeal Tribunals

           Child Support Agency Appeals

           Appeals to Social Security Commissioners.

5.        SERVICE AVAILABILITY

The main office of the Isle of Wight Citizens Advice Bureau is situated at Exchange House, St Cross Lane, Newport, Isle of Wight. This is also the Company Registered office address.

Opening Hours:

NEWPORT                                        Monday to Friday       10.00 am –    4.00 pm

TELEPHONE                                     Monday to Friday       10.00 am –    4.00 pm

                                                          Plus 24 hour Automated Advice Line

OUTREACH SERVICE:

Ventnor                                              Monday                      9.30 am –    12.30 pm

Ryde                                                  Monday                      2.00 pm –    4.00 pm

                                                          Thursday                    10.00 am –    4.00 pm

Shanklin                                             Tuesday                     1.00 pm –    4.00 pm

East Cowes                                       Wednesday                10.00 am –    1.00 pm

Freshwater                                         Wednesday                1.30 pm –    3.30 pm

Sandown                                           Wednesday                12.30 pm –    3.30 pm

Cowes                                               Friday                         9.30 am –    12.30 pm

St Mary’s Hospital:

           Antenatal Clinic                      Thursday                    1.30 pm –    3.30 pm

           Newcroft                                 Friday                         9.30 am –    12.30 pm

           Acorn Information Centre       Friday                         1.30 pm –    4.00 pm

DEBT OUTREACH SERVICE (NLCB funded), by prior appointment only:

Ryde                                                  Monday                      9.00 am –    4.00 pm

Freshwater                                         Wednesday                9.00 am –    1.00 pm

Shanklin                                             Thursday                    9.00 am –    1.00 pm

East Cowes                                       Fridays                       9.00 am –    1.00 pm

In addition, from 1^st November 2002, the Debt Outreach Service is extended by a further half day in both Ryde and Ventnor.

Every endeavour will be made by the CAB to maintain this level of service provision and minimum core hours subject to staff availability, particularly volunteer advice workers.

6.        GEOGRAPHICAL AREA COVERED BY THE SERVICE

The CAB does not limit service users to a specific catchment area. However, the majority of its users live/work within the boundaries of the Isle of Wight.

7.        DETAILED BREAKDOWN OF ESTIMATED EXPENDITURE FOR SERVICE

The salary costs covered by the grant should correspond to those posts which are directly related to the service. The Council must be kept informed of matters relating to the use of the grant and any proposed changes must only be implemented subject to the approval the approval of the Council’s Link Officer.

           ESTIMATED EXPENDITURE 2003/04

                                               Salaries incl pensions            £109,888*

                                               Training                                  £1,250

                                               Attendance                             £6,250

                                               Outstations                             £10,500

                                               Rent                                       £11,000

                                               Telephones                            £2,500

                                               Post/Stationery/Printing         £4,000

                                               Services/Electricity                 £1,000

                                               Information                             £3,500

                                               Computer Maintenance          £1,000

                                               Conference                            £500

                                               Miscellaneous                        £1,500

                                                                                              ________

                                               TOTAL                                   £151,888

* Includes pension provision of £12,500

Salaries:                    are paid in respect of the following:

                                   1 x Manager, full time

                                   1 x Debt Adviser, full time

                                   1 x Training Officer, 30 hours weekly

                                   1 x Outreach Adviser, 15 hours weekly

                                   2 x Admin. Assistants, 25 hours weekly and 30 hours weekly

Attendance:              expenses are based on 35 pence per mile.

Outreach:                  is based upon 12 various outstation locations across the Island, part funded by St Mary’s Hospital Trust.

Rent:                          is fixed by contract at current level until August, 2006.

Telephones:              good discounts already apply, subject to demand.

Post/Print/Stationery: expenditure subject to client demand.

                                                                                                                     SCHEDULE 2

1.        SERVICE VALUES

The Isle of Wight Council considers that the following Values are fundamental to all of the services that the I.W.CAB provides, arranges or supports. And the Council expects that the I.W.CAB will hold to these aims in all of its activities:

·   Dignity and Independence

Services will be aimed at enhancing the quality of people’s lives, so that they can live as independently as possible, with as little intervention as possible.

·   Participation

Listen to what people ask for and to try to meet those requests by offering a choice wherever possible of services sensitive to the needs and wishes of the people who use them.

·   Valuing People

The quality of services is heavily influenced by the many staff who provide them. It is essential to recognise the right to dignity, self-esteem, safety, health and welfare of service users and all those engaged to work with them.

·   Equality and Rights

Services should be sensitive to the needs and wishes of individual people in the Isle of Wight irrespective of a person’s disability, age, sex, sexual orientation, culture, race, language or religion.

·   Local Accountability

Wherever possible, services will be supplied and decisions made at the most local level possible in response to local needs.

·   Information

Information should be made publicly available about the services, what it is possible and not possible to supply and the ways in which help can be requested.

·   Working Together

Those providing services will work together with Council staff and staff from other agencies in order to deliver services more effectively and sensitively to service users.

Linking to: Isle of Wight Council Values - 

                       Working in Partnership. Giving excellent service.

        Isle of Wight Council Corporate Objectives - 

                       Improving health, housing and the quality of life for all.

                       Encouraging job creation and economic prosperity.

                       Creating safe and crime free communities.

2.        STANDARDS OF SERVICE REQUIRED BY THE ISLE OF WIGHT COUNCIL

2.1                  A response will be made within 5 working days to all requests for a service and some requests will require more urgent action. The response will include information about action which will follow and when.

2.2                  Where appropriate, every request for a service will be assessed in consultation with the potential Service User and an indication will be given of the timescale in which a decision will be made. Following assessment, the Service User will be notified in writing and in any other way which might be appropriate, as to whether a service will be provided. If a service is to be provided, details of the service will be given, together with the length of time until it will be reviewed. Where a request cannot be met, every effort will be made to advise the person as to alternative sources of help.

2.3                  Service Users will receive the service agreed and, where appropriate, no service will be withdrawn or changed without consultation with the Service User. “Consultation” means explaining action which is proposed before it happens, in sufficient time for it to be changed, if appropriate, in response to a Service User’s views.

2.4                  The NACAB membership policy and guidance documents form the basis of practice and standards which underpin the operation of the Isle of Wight CAB.

2.5                  All matters relating to a client must remain confidential to the CAB unless the client specifically authorises disclosure.

3.        STAFFING

The service provider will be responsible for the recruitment and selection of all paid and volunteer staff in accordance with NACAB membership requirements.

                                                                                                                     SCHEDULE 3

1.      TARGETS FOR THE SERVICE

Each organisation funded through a Service Agreement is required to include targets describing how the involvement of service users in the running of the service is to be achieved and how this is to be monitored (eg to establish a users committee, to carry out user satisfaction surveys, to survey users who cease to use the service etc).

1.1      Level of Provision

1.1.1   The CAB will provide the service not only from the main bureau offices but also from the outreach locations across the Island.

1.1.2   The CAB will plan resources to handle 12,000 clients per annum.

1.1.3   The CAB will open for a minimum of 25 hours per week.

1.1.4   The CAB will provide a 24 hour Automated Advice Line at local call rates.

1.1.5   The CAB will continue to provide the range of subject areas, methods used and services where representation required as set out in Schedule 1 paragraph 4.

1.1.6   The CAB will provide free advice and representation to those clients who require specialist assistance at Social Security Tribunals and the County Court.

1.1.7   The CAB will provide these services within the agreed funding for each year of the agreement.

1.1.8   The CAB will carry out a client satisfaction survey of users in line with membership review requirements.

           SCHEDULE 4

           1.        QUALITY ASSURANCE AND MONITORING

1.1      MANAGEMENT STRUCTURE

The Management Committee Structure and Staffing Structure are detailed in Appendix 2.

1.2      STAFFING SUPERVISION AND TRAINING

All staff including volunteers are subject to the bureau’s Annual Joint Progress Review procedure.

All paid staff have regular supervision meetings with the Bureau Manager.

Consultancy and support is always available for volunteer advice workers at all advice sessions held by the Isle of Wight CAB.

All staff who provide advice to the public must attend and complete NACAB Basic Training.

Joint Progress reviews with all staff inform the Bureau Managers with regard to training needs for all staff and are used to assist in the preparation of the Bureau’s Annual Training Plan and in individual competency standards.

1.3      REPRESENTATIONS AND COMPLAINTS PROCEDURES

User Representation

NACAB Membership requires that the CAB seek membership for its Management Committee from within the community and that it actively encourages those groups who are under-represented within the community to participate.

The Bureau also ensures that there are representatives of the funding bodies on the Committee to provide local accountability.

The I.W. CAB actively involve members of the following groups in their Management Committee:

           (1)       Representatives of any other organisations on the Island, both professional and voluntary.

           (2)       Elected individuals (clients or ex clients who wish to become involved directly in the management and delivery of the service).

           (3)       Nominated members (eg the I.W. Council nominate three councillors to sit on the management committee).

The process in regard to (1) and (2) is reviewed and new applicants sought on an annual basis, in line with NACAB requirements.

Complaints Procedure

Details of the Complaints Procedure are followed in line with NACAB policy documents.

1.4      STATISTICAL INFORMATION

Statistical information will be provided to the Local Authority on a six monthly basis including:

Numbers of clients

Numbers of enquiries

Types of enquiries

Usage at each location

Beneficial outcomes eg income generated from benefits work, amounts of debt re-negotiated, defence of possession proceedings, etc.

1.5      FINANCIAL INFORMATION

The service provider shall maintain financial accounts in such a form as the Council may reasonably require. Accounts shall be examined independently and annually in the manner prescribed by the Charities Act 1992 and by Common Law. These accounts and accurate financial statements shall be made available to the Council upon a reasonable request to see them. An interim financial statement should be provided at the end of September and annual accounts supplied following the I.W.CAB Annual General Meeting.

A core budget and details of other sources of funding is attached at Appendix 4.

1.6      NACAB MEMBERSHIP REVIEW

A Membership Review is undertaken every 3 years by the a NACAB National Audit Team. The Team evaluates management and financial structures and systems and also undertakes a full audit on the process and quality of advice provided.

Additionally, in the two years between each NACAB Membership Review, the Bureau is audited by staff from the Legal Services Commission.

Copies of these reviews shall be made available to the Council upon a reasonable request to see them.

1.7      ANNUAL REPORT

A copy of the CAB’s Annual Report will be made available to the Council’s representative as will any other interim reports, etc., relevant to the provision of the CAB service detailed in Schedule 1.

                                                                                                                                 SCHEDULE 5

1.        AGREEMENT CONDITIONS

1.1      INSURANCE

The Provider shall maintain with insurers adequate insurances to cover such liabilities as may arise in the performance of this agreement. It is understood that Professional Indemnity Insurance is provided (£5m liability) through NACAB and is also a Membership requirement. Public Liability insurance shall be to a minimum level of £5m.

1.2      REPRESENTATIONS AND COMPLAINTS

The Provider shall operate a procedure for dealing with representations and complaints about the service as set out in Schedule 4 and Appendix 3 of this agreement. All reasonable steps must be taken to ensure that service users are aware of the details of the procedure.

1.3      EQUAL OPPORTUNITIES

The Provider shall satisfy the Council’s Equal Opportunities Policy Statement for the time being in force.

1.4      HEALTH AND SAFETY

The Provider shall have regard to the requirements of the Health and Safety at Work etc Act 1974, the Management of Health and Safety at Work Regulations 1992, the Electricity at Work Act 1989 and any other legal provisions relating to the Health and Safety of its staff and customers.

1.5      USE OF OTHER ORGANISATIONS

The service shall be carried out solely by the Service Provider with the addition of those services provided by other individuals and agencies in accordance with NACAB Policy and Guidance.

1.6      CONFIDENTIALITY

The Provider and its staff must respect the privacy of service users. Nothing concerning the Service User must be discussed with anyone other than the Council’s Link Officer, the Service User’s health care professionals or the police in the course of a pertinent enquiry. Nothing concerning the Service User must be discussed with anyone other than the persons mentioned above without the express permission of the Service User or their advocate if the Service User is unable to express an opinion.

1.7      QUALITY AUDIT

A Quality Audit will be conducted as provided by NACAB membership requirements, and the resulting reports will be made available to the Council.

1.8      EVALUATION AND MONITORING ARRANGEMENTS

Both parties shall together operate the monitoring arrangements set out in Schedule 4 of this Agreement.

1.9      REVIEW AND VARIATION

This Agreement shall be reviewed every 3 years and the review shall cover all aspects of the working of the Agreement. The Agreement may be reviewed at such other times as the parties agree. The Agreement can be varied with the agreement of both parities and recorded in writing.

1.10    TERMINATION

Either party may terminate the Agreement upon giving a minimum of 6 months notice in writing.

1.11    RENEGOTIATION OF AGREEMENT CONDITIONS

This Agreement sets out clear expectations which both parties will use their best endeavour to honour. Where appropriate, the parties will be able to negotiate variations to achieve necessary and constructive changes aimed to improve service effectiveness. The Council reserves the right to renegotiate the terms of the Agreement in the event of changes in service demand or policy. Similarly, the Council recognises the right of the Provider to request a renegotiation of the Agreement terms.

1.12    RENEWAL

The Agreement may be renewed through application and approval in accordance with the formal processes of the Council for the time being in operation.

1.13 PAYMENT FOR THE SERVICES

The agreed funding for the three years of the agreement is set out at Appendix 1. The annual amount in respect of the second and third years of the agreement shall be reviewed and shall be increased or reduced by a percentage equivalent to the increase or reduction, if any, shown by the “All Item” index of Retail Prices since the immediately preceding review date or, in the case of the first review, since the commencement of the agreement. Such increase or reduction shall take effect in respect of the twelve month period commencing on the relevant review date.

1.14    PAYMENT ARRANGEMENTS

The Council shall pay the Provider the annual sum agreed each year for the period of the agreement by means of twelve equal monthly instalments. The Provider must keep full records indicating how the funding is used, including audited accounts and an annual report. These must be submitted to the Council on request.

Any sum underspent will be returned to the Council at the completion of the Agreement. If the organisation is dissolved or, in the opinion of the Council the organisation ceases to function, part or all of the Funding is to be repaid immediately. Repayment will not be sought from individuals unless there is evidence of fraud or unlawful action.

1.15    LINK OFFICERS

The responsibilities of the Link Officer nominated by the Council and named below include:

           ROLE AND RESPONSIBILITIES OF LINK OFFICERS FOR THE COUNCIL

           -          Assisting with assessment of grant applications by the Provider, informed by the Council’s policies and procedures.

                        -          Through Monitoring and Evaluation activities to ensure that the Provider is working towards developing and implementing appropriate policies, including Constitution, Equal Opportunities and good management, employment and service delivery practices.

                        -          Advising on the development and review of basic targets for showing success in achieving the overall aim of the service.

                        -          Addressing problems identified by the Provider or/and the Link Officer in the management or the delivery of the service.

                       -          Providing advice as to how the Provider can improve service delivery if appropriate.

                       -          Ensuring that the Provider has basic financial management arrangements in place and is keeping record of its income and expenditure.

Until notified otherwise, the Link Officers for this agreement will be:

FOR THE PROVIDER:

Bob Matthews

Bureau Manager

I.W Citizens’ Advice Bureau

FOR THE COUNCIL:

Rosie Barnard

Policy & Research Officer

Corporate Policy & Communications Unit

Isle of Wight Council

APPENDIX 1

PAYMENT FOR THE SERVICE: 2003 / 2006

Including the new NACAB (National Association of Citizens’ Advice Bureaux) Partnership

Agreement

* plus adjustment for inflation

APPENDIX 2

Management Committee Structure

Hon. President

Officers:          Chair

Vice Chair

Hon Treasurer

Hon Secretary

Hon Legal Advisor

Elected members of the public

Representatives of Statutory, Professional and Voluntary organisations

Staff:               3 Workers’ Representatives

                        3 ex officio:     1 Bureau Manager

1 Training Officer

1 NACAB Regional Officer

Meetings:

                        Chairman’s Briefing:                         fortnightly

                        Full Management Committee:            three monthly

                        Annual General Meeting:                   annually

Staffing Structure:

APPENDIX 3

Representations from Users Procedure (as schedule 3)

The I.W. CAB actively involve members of the following groups in their Management

Committee:

(1)       Representatives of any other organisations on the Island, both professional and voluntary.

(2)       Elected individuals (clients or ex clients who wish to become involved directly in the management and delivery of the service).

(3)       Nominated members (for example the I.W. Council nominate three councillors to sit on our management committee).

The process in regard to (1) and (2) is reviewed and new applicants sought on an annual basis, in line with NACAB requirements.

Complaints Procedure

See over for I.W.CAB procedure.

APPENDIX 4

Potential Income 2003/04

            Isle of Wight Council                                                             £125,028*

            NACAB Partnership                                                              £18,600

            Housing Associations                                                            £3,000

            I.W. Primary Care Trust                                                        £2,000

            Town & Parish Councils                                                        £1,000

            Donations                                                                              £500

            Interest                                                                                  £2,500

_______

            TOTAL                                                                                  £152,628

* Includes 3% inflation for year 2003/04

The above funding relates solely to our core activities.

We also receive funding from the Community Fund to fund specific project work. These funds are ring-fenced and cannot be used for the support of core bureau activities.