Moray Citizens Advice Bureau challenges councillors to see work first-hand, as Elgin charity faces lack of volunteers
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COUNCILLORS should spend a morning at Moray’s Citizens Advice Bureau (CAB) watching advice sessions, to help them “realise the importance of our service to this community”.
That is the view of Mary Riley, manager of Moray CAB, who said the volunteer-led charity’s funding had been in doubt during Moray Council’s budget process this year.
“It was a worrying time,” she said.
“I wasn't sure whether we were going to be getting funding, you know?
“I just think it would be catastrophic for Moray if Moray CAB was to close.
“My concern would be for the people who come and see us. I have no idea where they would go.”
Eventually, Moray Council chose to continue funding the bureau.
Mrs Riley, who has led the charity for six years, said: “Even though it’s a standstill budget, it’s better than a cut.”
She also encouraged Moray representatives to see the charity’s valuable work first-hand at an Advice in Action shadowing session.
The call came as the Moray CAB was struggling to find enough volunteer advisers to meet demand.
“No disrespect to any of the councillors at Moray Council, but I sometimes think a lot of them don't actually know what we do,” she said.
“They think they may know, but I don't think they really do.
“And I would quite like for them to come and do the Advice in Action.
“Spend a morning with us, see what we do, realise the importance of our service to this community.
“Citizens Advice Bureaus are really the only organisation in Scotland that offers information and advice on every single topic you could imagine.”
Last year, the volunteer-led charity, which is free, confidential and impartial, helped more than 2000 people and solved more than 9000 issues.
Moray CAB also unlocked £1.2 million of cash — by securing benefits that clients did not know they were entitled to, and by negotiating debt repayments and write-offs.
Among other topics, Moray CAB’s advisers provide information about: benefits; debt; housing; consumer issues; employment; finance; NHS concerns; relationships; travel; transport; utilities; discrimination; education and immigration.
The charity does not provide legal advice, but can discuss legal processes.
Along with the general advice service, specific projects include a Universal Credit advice scheme, a Macmillan adviser for clients and families facing cancer, a housing project, an adviser on NHS issues and a adviser that can help to appeal benefits decisions.
Mrs Riley said current economic pressures have put working families into serious hardship for the first time, while hitting vulnerable groups even harder.
“We're seeing a lot of people that, historically, we didn't see,” she said.
“People of working age, families where both parents are working full-time yet can't afford to buy food. They can’t afford to pay the bills, you know?
“That affects their lives in other ways. They will be stressed out, their wellbeing is hit, they're anxious, they're worried.
“It compounds everything.”
However, despite the difficult situation, the CAB’s work continues to make a difference, Mrs Riley added.
“People definitely leave with a weight lifted from their shoulders,” she said.
“There are a lot of vulnerable people out there who don't know where to turn.
“We are the last port of call if all else fails.
“And if we can't help you, we'll point you in the direction of somebody who can.
“All in all, for the amount of funding we get, we deliver a phenomenal service.
“It’s a service to preserve, really. And one to value and build on.”
However, in recent years, Moray CAB has been hit with a lack of volunteer advisers.
Before Covid, the charity would often have four advisers available each morning, but some sessions now have no advisers on-hand.
“Volunteers - they're the backbone,” Mrs Riley said.
“And sometimes I don't think they realise just what a great job they do.
“We rely on them to deliver the service, so not having volunteers really limits how many people we can actually see.
“We don't turn clients away or say: ‘There's nothing we can do.’
“But, without the volunteers, we can only help so many people on a particular day.
“So we definitely need more volunteers.”
Before joining Moray CAB 18 years ago, Mrs Riley spent five years as a volunteer adviser.
Her experience was “absolutely brilliant”, she said.
“To know you have helped somebody, it makes you feel that you've really done something important,” Mrs Riley added.
Some clients are so grateful that they offer cash, she added, but strict rules against taking money mean advisers regularly receive gifts like chocolates boxes and biscuit tins.
Young people can get valuable work experience by volunteering at the CAB, and it can be a “stepping stone for employment” for all ages that will not affect benefits.
There are also social benefits for those keen to meet new people, including regular meetings and Christmas lunches.
One of the most important parts of the Moray CAB, Mrs Riley said, was the focus on face-to-face meetings.
“We actually see clients face-to-face - that's what we pride ourselves on,” she said.
“The majority of our clients are in the vulnerable category and they might come in with a plastic bag full of papers.
“Or they probably may not feel comfortable speaking over the telephone, or might not be digitally savvy.
“So when they come to the CAB, they actually want to see somebody in front of them.”
Mrs Riley said people would always have total control over their interactions, and every conversation stays “within these four walls”.
People receiving advice can stay anonymous, and advisers need consent to record personal data or to act on another’s behalf.
“The client really is always in control,” she said.
“When they come in with something, we don't tell them what they should do.
“We give them options and we talk about consequences, because they have a right to decide on their own.
“But, for more vulnerable clients, we can do everything for them if that's what they want us to do.”
Mrs Riley gave an example of how the CAB could help an under-pressure client who is in debt, on benefits, and cannot turn to their family.
After walking through the door, a benefits check could find cash the person is due but is currently doing without - raising their income.
And CAB volunteers could, with permission, contact the person’s creditors to negotiate an affordable payment plan.
Mrs Riley said: “They go away pretty much sorted, you know?
“They can live without being stressed about everything.”
She said potential volunteers were welcome to visit the bureau for a taste of the charity’s work.
“Just come in and spend a morning or an afternoon with us,” she said.
“Quite often, people end up saying: ‘That was fantastic, it’s fantastic work that you do here and I really want to be a volunteer.’
“But if it's not for them, that's fine.”
Moray CAB runs volunteer training in spring and autumn each year.
Each three-month block trains between three and ten people, broken down into two-hour sessions.
The course focuses on using the “massive” bank of information available on the bureau’s national computer system, rather than just memorising facts.
New advisers then shadow more experienced volunteers before leading six supervised sessions to finish the process.
Mrs Riley added: “But they're never alone in the CAB.
“You never carry anything on your own shoulders, in terms of what clients come in with.
“There's always support.”
Qualified advisers need only be available for three mornings or afternoons a week.
Special schemes delivered through the Moray CAB are delivered by the Scottish Government, Citizens’ Advice Scotland, Scottish Legal Aid Board and the National Lottery Community Fund.
The charity also delivers outreach services in Keith, Buckie, Forres, Tomintoul and Dufftown which can be booked by phoning Moray CAB.
Concerns raised by clients can go towards informing lobbying work done by parent body Citizens Advice Scotland.
This encourages the Scottish Government to change laws to make the system fairer.
Mrs Riley encouraged anybody wondering whether they might be entitled to benefits to visit Moray CAB, or to use the Gov.uk website, the Citizens Advice Scotland website for a benefit check.
“There are probably people out there who don't realise that they are entitled to benefits, so just come in and ask for a benefit check,” she said.
“We don't bite, we want to help, and that’s all we want to do.”
