SERVICES OFFERED
The service provides free, confidential, impartial and independent advice to Harlow residents. We are now working with partner agencies in West Essex to deliver specialist advice in these agencies.

Specialist advice and advocacy are available on benefit, debt, employment, housing rights and community care.

Additionally, the service offers an assisted information service, plus information leaflets, booklets, fact sheets and access to online information.

Social policy work, advice and information to Councillors, and support for organisations that function to improve the rights of disadvantaged people are important aspects of the service's work.  Take-up campaigns, talks and training courses are also undertaken.

 

HOW THE SERVICE IS DELIVERED
The Advice Centre is open to callers as shown on the CONTACT US page. Home visits can be arranged for housebound people who need to see a specialist adviser, and out-of-hours appointments are offered to those who are unable to attend during normal opening hours.

Advisers will provide briefings for groups, and take-up campaigns are undertaken from time to time at various venues in the town to encourage people to apply for specific benefits for which they may be eligible.

User profiles and analysis of statistical records help with monitoring who is using the service, and highlight where action is needed to ensure that those who need advice have access to the service.

The quarterly WELFARE RIGHTS NEWS is distributed to individuals and agencies throughout the town. News items and assistance with advice-based features are provided for local newspapers and radio.  All these methods of disseminating information are regarded as important in making the service accessible.

 

WHAT CLIENTS CAN EXPECT
Individual specialist advice is offered by pre-booked appointments.  An outline of the inquiry is gathered by staff at the reception desk, and an appointment with an appropriate adviser will be made as soon as possible.  Some inquiries can be dealt with there and then, if an adviser with expertise in the subject is on desk duty, or if the client requires straightforward information and basic advice that can be easily supplied.  Other inquiries will be answered by telephone by a specialist adviser, where it is clear that a full appointment is not needed.

Desk staff will also arrange emergency same day appointments where, for example, someone has no money at all, or is about to be evicted.  They will also supply a wide range of information from the computerised and printed reference material held at the desk.  All staff work on the reception desk on a rota system which generally enables a specialist adviser and a member of the information support team to be on duty.

Although most of these initial inquiries are dealt with at the reception desk, clients can use a private office if they feel their inquiry is not appropriate for discussion in public, or if they are distressed.

Interviews with advisers are confidential, although some information is stored securely for monitoring purposes, and to pursue case inquiries.  Initial interviews for full-scale debt advice, and appointments for advice and help with applying for some disability benefits, will be for one hour to an hour and a half.  Most other interviews will be booked for three quarters of an hour, with follow-up work being booked as necessary.