Information Advice and Guidance Service Review 2021

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We want to understand your opinions on how best to receive Information, Advice, and Guidance on a range of adult services provided by the council and appreciate you taking the time to answer this survey.

We are specifically looking at how you would attempt to get help for things such as:

Two people sitting on chairs completing a survey

• Welfare benefit advice

• Housing

• Employment

• Money problems and Debt


We also want opinions on the best way to offer help to people who have disabilities and to those who may require legal advice, with relation to the above topics.

Some questions in this survey relate to existing local digital platforms which currently offer Information, Advice and Guidance, such as the council website and the Livewell Southend wellbeing website. We are interested to hear your opinion on these and how they can be improved.

Your answers to the questions on your experience with using Information, Advice and Guidance Services along with using the Livewell Southend wellbeing website will help shape the future service for adult social care Information, Advice and Guidance. This will also help us to look at the best way to use our resources effectively to improve outcomes for residents.

It will take just 10 minutes to complete.

We will publish an anonymous summary of the responses we have received when we have considered all feedback after the end of the consultation period.

You can also take part in our engagement events listed under the 'Key dates'.

The consultation closing date is 12th September 2021.

If you have any questions, need any assistance taking part or would like to receive an alternative version of the content e.g. on paper, or to feedback another way please email:

integratedcommissioning@southend.gov.uk


To read about how the Council handles your data please visit our Privacy notice: Southend-on-Sea Borough Council Privacy Notice.



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We want to understand your opinions on how best to receive Information, Advice, and Guidance on a range of adult services provided by the council and appreciate you taking the time to answer this survey.

We are specifically looking at how you would attempt to get help for things such as:

Two people sitting on chairs completing a survey

• Welfare benefit advice

• Housing

• Employment

• Money problems and Debt


We also want opinions on the best way to offer help to people who have disabilities and to those who may require legal advice, with relation to the above topics.

Some questions in this survey relate to existing local digital platforms which currently offer Information, Advice and Guidance, such as the council website and the Livewell Southend wellbeing website. We are interested to hear your opinion on these and how they can be improved.

Your answers to the questions on your experience with using Information, Advice and Guidance Services along with using the Livewell Southend wellbeing website will help shape the future service for adult social care Information, Advice and Guidance. This will also help us to look at the best way to use our resources effectively to improve outcomes for residents.

It will take just 10 minutes to complete.

We will publish an anonymous summary of the responses we have received when we have considered all feedback after the end of the consultation period.

You can also take part in our engagement events listed under the 'Key dates'.

The consultation closing date is 12th September 2021.

If you have any questions, need any assistance taking part or would like to receive an alternative version of the content e.g. on paper, or to feedback another way please email:

integratedcommissioning@southend.gov.uk


To read about how the Council handles your data please visit our Privacy notice: Southend-on-Sea Borough Council Privacy Notice.



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  • You said we did

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    You Said

    We Did


    Promotion of Information Advice and Guidance should be promoted digitally

    The Specification addresses improving digital channels, proving information via various means including digital platforms and social media. Although technology isn’t for all, there should also be alternatives available for people who cannot access the internet, do not have digital skills or speak the same language.

    Ensuring the Information, Advice and Guidance provided is up to date.

    The specification will outline that the Provider will keep up to date with emerging developments around Information, Advice and Guidance locally, regionally and nationally, and update their practice accordingly.

    Support should be offered to help people maintain/manage owner-occupied accommodation.

    The new provider will assistance and advocate to empower tenants to liaise with landlords / mortgage lenders/companies.

    Should rely on already established, tried, and tested digital platforms rather than wasting resources creating online advice resources.

    The Specification addresses providing information via various means including existing digital platforms.

    More funding is required to make IAG services sustainable as they are vital to health and wellbeing.

    SBC recognises the important contribution made by IAG services in the town protecting the IAG budget from further savings at a time when other services are having budget cuts.

    IAG services outcome needs to be aligned with existing outcomes framework(s) ie the ASC Strategies

    The new IAG service will be aligned to meet the relevant ASC strategies outcomes and will help to deliver on several of the Southend 2050 Safe and Well ambitions and outcomes.

    SBC will work with grant funded services to develop a joint shared, agreed set of outcomes so there is more integrated working.

    Will the structure of the model include small organisations?

    Going forward we need to build strategic partnerships to allow smaller charities to influence local policy decisions.

  • Summary Findings

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    Summary Findings

    Key findings from the survey are:

    • 41.7% have accessed Information, Advice, and Guidance services locally in Southend-on-Sea.
    • 48.2% would access a digital means service (website or google search) initially to find Information, Advice and Guidance to support them.
    • 44.7% said that they were supported straight away
    • 16% sought housing Information, Advice and Guidance assistance
    • 76.3% felt that the support they received helped them deal with similar issues in the future.
    • 73.7% found the Information, Advice and Guidance service very helpful.
    • 52% would prefer to access a future Information, Advice and Guidance service during the day.
    • 47% would like to access Information, Advice and Guidance online.

    Respondents showed a willingness to embrace change, particularly if it involved positive effects on the future Information, Advice and Guidance service. It was highlighted that whilst most people would access Information, Advice and Guidance initially online, support must be provided to those who may feel digitally excluded

    Good Information, Advice and Guidance (which is current, relevant, and accurate) is essential for all adults who need, or may need support in order to live independently. The following were thought to be necessary to guarantee an enhanced Information, Advice and Guidance service whilst ensuring a single point of coordination for residents and users in Southend-on-Sea, providing general and tailored information, advice, guidance, and support to local people.


    • Working with Partners and the Community
    • Eligibility criteria and referral routes
    • Hours of operation and location
    • Ensuring Safeguarding
    • Equality and diversity
    • Generating wider Social Value
    • Making sure that inequalities in the quality of life in different parts of the borough are tackled by a stronger focus on local needs.
    • Improved digital channels
    • A targeted face to face and telephone offer
    • The service must be flexible to meet Southend-on-Sea residents needs and arising trends.

    Next Steps

    The findings of this survey have been used in the tender process for the contract of a new enhanced Information, Advice and Guidance service which will begin on 1st April 2022. The successful provider will use the detail from this consultation to develop and produce an Information, Advice and Guidance service which is available and accessible for everyone. And will support the council’s work to deliver the Southend 2050 ambition and outcomes.

Page last updated: 20 May 2022, 11:12 AM