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Seamless switch of entire service from face to face to homeworking meant unbroken support for thousands of clients

Last year Citizens Advice Wirral serviced, advised and supported nearly 15,000 people. As soon as the Covid-19 lockdown was announced in March 2020 they converted their entire service to home working, without any break in service. Thousands of clients have been supported in a variety of ways and their support has helped clients through some of the most difficult and challenging times.

Citizens Advice Wirral’s good news story from 2020

“We have 143 staff and volunteers across different projects and last year we supported nearly 15,000 people. It’s been very challenging and using the Policy in Practice calculator has made it more manageable for the different types of advisors advising the client. It’s much quicker to do a calculation, you don’t need training sessions and a client can use it themselves and contact us if they get stuck. It’s much easier to use.

Sue McCarron, Ask Us Wirral Service Manager, Citizens Advice Wirral

“The Better Off Calculator makes it much quicker to do calculations and the tooltips make it easy to use, meaning we only need to train people once. The simplicity of the calculator means that clients can often self serve with little support.”

Sue McCarron, Ask Us Wirral Service Manager, Citizens Advice Wirral

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