(Invitations have been extended to several representatives from the voluntary sector to attend the meeting and discuss the challenges they have identified)
Minutes:
The Chairman introduced the item and warmly welcomed Teresa Jackson (Ashfield Voluntary Action), Janis Abraham (Citizens Advice Ashfield), Elden Skinner and Matt Pike (Our Centre) to the meeting. The representatives from the voluntary sector were in attendance at the meeting to give Members an insight into the challenges they faced and the resulting impact on their delivery of much needed services during the Covid-19 pandemic.
Teresa Jackson - Ashfield Voluntary Action (AVA)
The onset of the first Covid-19 lockdown took the organisation a little by surprise and within only a couple of days, staff were working from home with computer equipment set up and phones diverted.
It was a huge learning curve for staff and volunteers to quickly get to grips with delivering support from home and meeting virtually online but the transition was achieved. It was noted anecdotally that many organisations nationally were not as lucky and had to shut down leaving many vulnerable and elderly adult without the support they desperately needed.
Systems were quickly put in place to ensure residents were receiving deliveries of food, medications and money (through a loan system) and the national grant funding received by AVA helped to cover the cost of the food that was distributed.
Partnerships with other organisations were key during the Covid-19 lockdowns and Ashfield District Council were a valuable support mechanism during this time. The golden number provided by Nottinghamshire County Council also proved to be a great signposting support to both voluntary organisations and residents alike.
In relation to the current situation following the worst of the pandemic, AVA were continuing to support Ashfield’s residents in a variety of ways but pharmacies were now delivering medications and many people were slowly venturing back out into their local communities to shop and socialise etc.
The numbers of volunteers had dropped since the early days of the pandemic as many volunteers were furloughed staff from other organisations, that had now returned to their places of work. However, many volunteers still worked tirelessly for AVA and room usage at the site was increasing as groups were beginning to emerge again following the final lockdown.
The whole experience had made many organisations more robust with a wider view of the world in general. Through necessity, the implementation and usage of digital technology at AVA had come on in leaps and bounds which had proved to be invaluable and would remain an integral part of the organisation. AVA was now even teaching digital access to residents as required. Local communities had been brave and supportive throughout the pandemic and were to be congratulated.
Janis Abraham - Citizens Advice Ashfield (CAA)
At the start of the pandemic, Citizens’ Advice Ashfield had to transition immediately from a face-to-face client consultation method to digitally which worked extremely well and continued to be a much more effective method of communicating. As an addition, much more information was delivered through media channels during the pandemic and this had also remained an effective tool for the organisation’s service delivery.
Staff and volunteers had to learn new phone and webchat systems quickly which did result in the loss of some volunteers in the beginning. However due to the accessibility of remote digital working, volunteers could now be recruited from wider afield with no requirement to reside locally. The traditional face to face consultation service, whilst still available, would not be returned to fully as the hybrid facilities now on offer were far more effective at delivering the support required.
In the early stages of the pandemic, the legislative changes had proved to be very challenging to understand and disseminate to ensure that all staff and volunteers remained abreast of the requirements. Many volunteers were also having to contend with upheavals in their own lives (i.e. loss of jobs) alongside trying to ensure the services they were providing to clients was accurate and in accordance with regulations.
CAA staff stayed in contact with volunteers via remote meetings on a daily basis to ensure that supervisors were available to offer support and advice as required. The type of clients that required assistance changed during the lockdowns with many looking for support in relation to employment/career and Covid safety enquiries as opposed to the more traditional advice in relation to housing and debt management. This change in client landscape had proved to be beneficial in the longer term as staff and volunteers had ultimately widened their knowledge and expertise accordingly.
Support from Ashfield District Council throughout the pandemic had been greatly appreciated alongside the government grant funding received. For the future it was to be acknowledged that the direct funding from the Council ultimately kept the CAA doors open and the open and supportive dialogue with Council staff continued to be a huge help to the organisation.
Elden Skinner and Matt Pike - Our Centre
Looking back, it seemed amazing that the organisation had been through such times and had managed to continue to support its local communities throughout the pandemic. The whole concept of Our Centre was to provide transport to residents to enable them to live and socialise within their communities which then suddenly changed to remaining indoors indefinitely.
Our Centre quickly had to become conversant with the changing legal requirements and to provide safe, socially distanced travel for residents requiring hospital appointments etc. Fortunately, volunteer numbers remained high with many people continuing to turn up in their cars to offer assistance.
However, the reality of social distancing and cleaning requitements meant that one assigned job went from around one hour on average to two/three hours to ensure vehicles were compliant with safety regulations. Volunteers were amazing at picking up these journeys and providing safe, secure travel for residents.
As the pandemic progressed many journeys involved taking residents for their vaccines alongside any further scheduled appointments. It was to be acknowledged that networking and support amongst the local voluntary organisations was amazing during this time and these relationships have continued and flourished post pandemic.
Our Centre currently had 653 individuals on its books who received excellent ongoing support through phone calls, buddying-up and transport services. A nervousness about getting back out into the community was still being felt but many people were now eager to get back to living life again and many groups were keen to get re-started and start meeting in person.
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Question/Comment:
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Response from Representatives: |
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I have a huge amount of respect for you all. Thank you for all you have done to learn and support the residents of Ashfield throughout the pandemic. Can you say what your organisations will need most moving forward? (Councillor Jim Blagden)
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The security of continued direct funding would enable the organisation to continue to flourish and support Ashfield residents (CAA)
Again, the security of continued direct funding and a push for message reinforcement from all partners to elderly/vulnerable adults, that it is now safe to venture back out into local communities. Also, there is an increasing need for available spaces in Sutton in Ashfield to host groups as demand is now increasing (AVA)
A continuation of the excellent infrastructure and support that has built up between voluntary sector organisations, the Council and the NHS during the pandemic (Our Centre)
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Well done for all of your fantastic work and commitment during the pandemic. Could you advise how you are now recruiting new volunteers following the pandemic? (Councillor Daniel Williamson)
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Yes, we now have much more scope as we can recruit volunteers from further afield due to the ability to undertake remote consultations. Training is also available online which is helpful. The CAA is also intending to have more of a presence in the District with proposals for 13 additional locations in the future.
Actual recruitment is taking place online with intensive training for 6 months following appointment. The training is very good and is sought after. During the pandemic and beyond the number of clients has not decreased so this is testament to the professional advice and support that was and continues to be provided (CAA)
We haven’t changed how we train volunteers and recruitment is done through initial adverts and connections within the communities. All volunteers are DBS checked and trained to a high standard. Volunteers are not allowed to accept money as ‘thank you’ gifts from clients but residents can make donations to the organisation. Training is given to offer a kind, friendly service but boundaries are in place to ensure relationships remain professional. Recent volunteer figures have increased which is pleasing to note (AVA).
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In relation to request for travel following the pandemic, is this now increasing due to relaxed social distancing measures? (Councillor Daniel Williamson) |
Prior to the pandemic, figures showed on average 37,000 annual passenger boardings. This went down to 10,000 during the pandemic as due to social distancing measures, only individuals could be transported. Groups are now able to travel together again so this figure is rising. Our Centre cannot carry members of the public on its vehicles, residents need to be registered with the organisation to qualify. The need is definitely still there and the organisation wants to continue to assist anyone that is struggling to get about.
As an organisation we are also now seeing the effects of isolation with reductions in fitness levels and clients subsequently having greater needs. (Our Centre). |
On conclusion of the presentation and ensuing discussion, the Service Manager for Scrutiny and Democratic Services and the Chairman thanked the voluntary sector representatives for their insights into the challenges and impacts of service delivery during the Covid-19 pandemic and their attendance at the meeting. The time taken to inform and speak to the Panel had been greatly appreciated.
RESOLVED
that the insights and contributions made by the three voluntary sector representatives regarding the impact of the Covid-19 pandemic on services and support to local communities, be received, noted and welcomed.