Category

• Promising Local Practice

---

Poverty impact

• Prevention
• Mitigation
• Reduction
• Awareness

---

Poverty driver

• Increase income from benefits
• Non-driver - improving quality of life

---

Keywords

• Whole Systems Approach
• Collaboration
• Tackling Poverty
• Process Improvement
• Customer Service

Aim

To create a single process/point of contact to ensure customers get access to all their entitlements and support. In addition to this, the project aims to promote collaborative relationships and working partnerships across Community Planning Partnerships and Third Sector organisations. Furthermore, it aims to take a multi-disciplinary approach to maximise impact, identify solutions and system changes which improve access and efficiencies in the short-term, with the longer-term aim of improving outcomes.

Summary

The project aims to establish a single process for customers to access all entitlements and support, ensuring they are routed to the correct service. It will also allow NAC to capture data for reporting and identifying future eligibility. A Single Shared Assessment will enable faster assistance, supporting residents with both immediate and long-term help to break the cycle of poverty. The project aims to improve financial support delivery and could be scaled to other authorities if successful.

What difference does it make?

From an internal perspective the NASSA project team are fully collaborating with Customer Services teams to make it easier for the customer to apply for services.
Through data and consent NASSA project team now have further understanding of applicants who are applying for Free School Meals / SCG (School Clothing Grant) and access to support services (Financial Inclusion, Employability etc).

Key take-aways

• It is key to get the consent process signed off by Information Governance and relevant key stakeholders.
• Tests of change have enabled NAC to move forward within a complex environment.
• You need to have service buy in and key stakeholders to influence change.
• Engagement with lived experience customers to ratify any new processes.

 

Organisations

North Ayrshire Council is the lead organisation responsible for the implementation of the new process and relies on support from all internal services and partners associated with Community Planning Partnership to help roll out and embed the new model across local communities. NHS Ayrshire & Arran, North Ayrshire’s Third Sector Interface (TSI), and The Ayrshire Community Trust (TACT) are key delivery partners providing advice and guidance throughout the development and implementation of improvements.

Location

Across North Ayrshire

Contact