DISABILITY ADVICE AND WELFARE NETWORK (D.A.W.N)

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Advice Services
Through our advice service we help disabled persons and their families with financial matters, including their entitlement to benefits and obtaining help from their local authority. This service is at the heart of our work and also allows us to keep in touch with disabled men and women and their needs. No problem is too small and if we cannot solve the problem ourselves we usually know someone who can! Each year we receive more and more requests for our help - last year we had over 45,000 enquiries. Appendix 1 shows a more detailed analysis of the enquiries received in the last year. Using the DissBASE system we are able to examine details of over 7000 organizations to find an answer to the problem. We pride ourselves on offering a fast, accurate and efficient service. Clients receive a copy of our "Customer Charter" which explains our targets for our service. During 1997 we directly assisted individuals with hundreds of claims for Disability Living Allowance and associated benefits. Almost all of these claims resulted in a successful award of benefit and in financial terms, we helped people to claim benefits and allowances which will amount to millions of pounds in the life time of these claimants. We also assist with reviews and appeal tribunals. Since January 1994 we have regularly held benefit take-up campaigns across the country. With the help of local newspapers, people are asked to contact us in writing if they need advice or assistance in claiming benefits that they felt they were entitled to. In response to their answers to our simple questionnaire we send fact sheets on the benefit or allowance we feel the individual should claim and an explanation of how to make a claim. In 87% of cases we identify a benefit or benefits that should be claimed.

Freephone Advice Line
Since the introduction of our own Freephone Advice Line we have seen a 25% increase in the number of benefit enquiries we receive. We also specialize in using the telephone to assist people to complete claim forms for benefit. Individuals can complete a form in the comfort of their own home without needing to suffer discomfort traveling to an office. We are a member of the Telephone Helplines Association.

Working with children
We are particularly proud of our work with families with a child with a learning disability. In the last twelve months we have directly assisted many families with claims for benefits, reviews or Tribunals.

Prescription charges
Many people are unaware that they may be entitled to free prescriptions if they are housebound with a continuing physical disability which prevents them from leaving their home without assistance from someone else. The procedure involves obtaining a form from your GP which should be submitted to the local Health Authority who, once satisfied that the conditions are met, will issue a certificate stating you are exempt from paying prescription charges. If you have a temporary disability, even one which lasts for a few months, this does not lead to qualification for the exemption. Only a continuing disability counts. The charity continues to ensure people are aware of this exemption. We have designed a letter which any individual can present to their GP explaining about the exemption certificate and how they can help their patient to apply.

Industrial Diseases
Following the Government announcement of plans to revise the Industrial Injuries Benefit Scheme the Disability Network joined forces with B.I.D. UK to offer a comprehensive service to individuals who feel they have contracted a disease due to their work or have an industrial injury. The project offers hearing assessments, consultant reports and legal advice to ensure the claimant receives full compensation where appropriate.

Networkers
We continue to expand our network of home based volunteers, the majority of which themselves will be disabled. These "Networkers" are trained to assist people with the completion of application forms for DSS benefits.

Lay-Representatives
During 1997 we have sought to recruit lay representatives on whom we can call on to appear at Tribunals and speak on behalf of our clients. We are now able to offer representation in most parts of the UK. We have an on-going recruitment programme.

Services for the Blind
We continue to produce our fortnightly cassette, NewsTalk, which discusses controversial topics. This is complemented by the "Listening Ear", a general interest discussion program, and feature magazine," Just Chatter" and InfoTech. InfoTech is devoted entirely to the subject of "specialist" equipment containing reviews of products of special interest to persons with visual impairments. InfoTech is available in multi-formats - cassette, print, computer disk, via the Internet and in Braille if requested. We also produce a weekly tape featuring the week's "best buys" at the supermarket and also produce information on cassette and in Braille for several major companies and department stores. During 1998 this service will be extended and will be available on disk and in Braille and NewsTalk will become available on disk. Discussions on the cassettes have led to representations to the Government on the introduction of fixed penalty notices to penalize cyclists using the pavement and a campaign to discourage vehicle parking on the pavement. We also discussed voting methods for the Eurovision Song Contest with the BBC! We produce and distribute over 6000 cassettes each month and constantly monitor the quality of the cassettes we distribute. Our last survey showed that 100% of tapes issued were of a good sound quality, 98% were not short tapes i.e. the program fitted neatly onto the cassette and replacement tapes, when needed, were received within 48 hours in 87% of cases. We offer advice and information to any visually impaired person contacting us and can help with a wide range of problems from information on daily living equipment to housing, employment, computers and books in accessible media. Since the introduction of Disability Living Allowance in 1992 visually impaired people have received the lowest rate of the care component and lower rate of the mobility component. A House of Lords ruling in 1994 improved blind people's chances of gaining more money and it is now generally felt that those persons are entitled to the middle rate of the care component. In view of the ruling many people have approached us from all parts of the UK requesting our help with form completion, reviews or attending Tribunals to seek an additional award of benefit. We have earned an excellent reputation throughout the country as we have won the majority of cases.

Services for Orange Badge Holders
In 1989 we gave a commitment to provide advice and information of benefit to Orange Badge Holders. Our aim is to encourage correct use of the Badge, reduce abuse of Badges and campaign for greater fines to deter abuse of reserved spaces. Our policy has 4 key objectives. These include the introduction of "penalty points" to be awarded for the abuse of a Badge and forms asking Badge Holders to report incidents of abuse. At the same time we maintain a library of information for Orange Badge Holders. This includes details of parking facilities in towns and cities across the UK, sources of equipment, insurance companies and a route planner service.

Other activities: Campaign for Disability Living Mobility Component for under fives.
This campaign aims to have the mobility component of DLA made available to children under the age of 5. The current rules bar any child under 5 from claiming this allowance which would greatly improve their mobility. We are aware of many cases where a child under 5 has more severely impaired mobility than an average child of the same age and we are now actively campaigning for a change in legislation.

Wheelchair Loans
Our wheelchair loan service remains extremely busy and we receive an ever-increasing demand for help, particularly from hospitals. Wheelchairs are loaned to people who need them to use on holiday, whilst their own wheelchair is being repaired or, most often, because their local hospital has been unable to provide them with one for a short term loan. We have loaned wheelchairs to Asda Stores for use by customers and have wheelchairs available for loan at several sites including Glasgow and London.

Golden Thank You Awards
These "certificates" are awarded to shops and businesses who have made persons with disabilities feel welcome. All recipients are nominated by individual members who then present the certificate to the shop or business.

Disability Advice and Welfare News
We produce a newsletter approximately every six weeks which contains information on the work of the organization, news on benefits, equipment and related matters and contributions from readers. Work is underway to further widen the distribution of the newsletter.

Working with Others
We receive regular consultation documents from the Social Security Select Committee, provided representations to the Government to help them formulate their Disability Discrimination Bill and regularly communicate with the National Disability Council. We are working with Islington Council with regard to their Community Care Plans. In previous years we have been nominated for a Charter Mark. Unfortunately charities are not eligible for this scheme. However, we were delighted to be recognized for our "outstanding achievements in pursuing and resolving claims". We have been asked to help the television program Newsnight, BBC Breakfast News and Sky News with their program's and have assisted many students with research . In particular we were involved in a dissertation on access to air transport for persons with disabilities.

St.Helens Young Citizen
As part of our fifteenth anniversary celebrations in 1996 we held a "competition" to find St.Helens Young Citizen of the Year. The aim was to reward young people who have made an outstanding contribution to their local community or who have been extremely brave when facing adversity. The winner of the award in 1996 was Jenny Donnelly. In 1997 we held the competition again and the winner was Jimmy McLean.

INFORMATION

DISABILITY ADVICE AND WELFARE NETWORK:-
IS AN INDEPENDENT REGISTERED CHARITY WHICH IS RUN BY PEOPLE WITH DISABILITIES FOR PEOPLE WITH DISABILITIES. ESTABLISHED IN 1981, THE CHARITY AIMS TO BENEFIT ALL PEOPLE WITH DISABILITIES AND PROMOTE THEIR INDEPENDENCE AND RIGHT TO INTEGRATION DEFINITIONS OF IMPAIRMENT, DISABILITY AND DISABLED PEOPLE

The words that we use to describe people, conditions or services are important and give messages about our values. We work with the following definitions. "Impairment" - occurs where part of an organ or mechanism of the body is unable to function fully. Some deaf people prefer to use the word "difference" because they feel the word "impairment" has a negative meaning which is not justified. "Disability" - occurs where society is structured or organized in such a way as to prevent or restrict activities being undertaken or potential being realized because of an impairment. A Disabled Person is, therefore, someone who has a physical, sensory, or mental impairment (or difference) and who is as a result prevented from undertaking a range of activities because of environmental or attitudinal constraints imposed by society or individuals.

OUR AIMS AND OBJECTIVES
To advise, support and represent disabled persons and their families on all issues which affect their lives To increase awareness of disability issues among non-disabled people To provide an advocacy and advice service together with an extensive information system To recruit and support volunteers interested in furthering equal opportunities for disabled persons To promote participation in decision making procedures which affect disabled persons.

WE WISH TO ENCOURAGE ALL DISABLED PERSONS TO COME TOGETHER WHATEVER THEIR DISABILITY, GENDER, ETHNIC ORIGIN OR CREED, TO PRESENT A UNITED AND POSITIVE APPROACH TO THE ISSUES AFFECTING THEIR LIVES IN THE COMMUNITY.

Confidentiality Statement

Disability Advice and Welfare Network is committed to providing a confidential advice service to its users. Disability Advice and Welfare Network believes that principles of confidentiality must be integrated across all aspects of services and management. Disability Advice and Welfare Network believes its users deserve the right to confidentiality to protect their interests and safeguard Disability Advice and Welfare Network's services. The following will be displayed in the reception area and interview room 'Disability Advice and Welfare Network offers a confidential service - nothing you tell us will be shared with any other organization or individual without your express permission. If you would prefer to be seen in an interview room please tell our reception staff.'

What is Confidentiality ??

Disability Advice and Welfare Network understands confidentiality to mean that no information regarding a service user shall be given directly or indirectly to any third party which is external to the Staff and Manager, without that service users prior expressed consent to disclose such information. Disability Advice and Welfare Network recognizes that all users should be able to access Disability Advice and Welfare Network's services in confidence and that no other person should ever know that they have used Disability Advice and Welfare Network's services. Disability Advice and Welfare Network recognizes that information may be indirectly given out through staff informally discussing cases. All staff should ensure that no discussions relating to an individual user of Disability Advice and Welfare Network can take place outside of Disability Advice and Welfare Network's premises. The Management Council and Board of Directors will not receive details of individual users or their case. Disability Advice and Welfare Network recognizes that users need to feel secure in using Disability Advice and Welfare Network's services in a confidential manner. Disability Advice and Welfare Network will ensure all users are afforded confidential interview space and will ensure blinds, radios and other mechanisms are used to ensure no breach of confidentiality can occur inadvertently. Disability Advice and Welfare Network will not confirm the users presence in the center or use of the center without obtaining the users consent.

Statistical Recording

Disability Advice and Welfare Network is committed to effective statistical recording of service users to enable the organization to monitor take-up of service and to identify any policy issues arising from advice services. It is the Director's responsibility to ensure all statistical records given to third parties, such as to support funding applications, monitoring reports for the local authority shall be produced in anonymous form, so individuals cannot be recognized.

Case Records

It is the Managers responsibility to ensure all case records are kept in secure filing cabinets. All case records must be filed away at the end of each working day. All information relating to service users will be left in secure drawers. This includes note books, copies of correspondence, calculation sheets and any other sources of information.

Expressed Consent

Expressed Consent To Give Information. It is the responsibility of advice workers to ensure that where any action is agreed to be taken by the organization on behalf of a client, that client must firstly sign a form of authority. This should be placed on the clients file. Disability Advice and Welfare Network workers are responsible for checking with clients if it is acceptable to call or write to them at home or work in relation to their case. All staff must ensure they make no reference to Disability Advice and Welfare Network when making telephone contact with clients. All details of expressed consent must be recorded on the case file.

Breach of Confidentiality

Disability Advice and Welfare Network recognizes that occasions may arise where individual workers feel they need to breach confidentiality. Disability Advice and Welfare Network recognizes, however, that any breach of confidentiality may damage the reputation of Disability Advice and Welfare Network's services and therefore has to be treated with the most serious of approaches. On occasions where a worker feels confidentiality should be breached the following steps must be taken:
A. The worker should raise the matter immediately with the Manager.
B. The worker must discuss with the Manager the issues involved in the case and explain why they feel confidentiality should be breached and what would be achieved by breaching confidentiality. The Manager should take a written note of this discussion.
C. The Manager is responsible for discussing with the worker what options are available in each set of circumstances.
D. The Manager is responsible for making a decision on whether confidentiality should be breached. If the Manager decides that confidentiality is to be breached then they should take the following steps:
E. The Manager should contact the Director of the organization. The Manager should brief the Director on the full facts of the case, ensuring they do not breach confidentiality in doing so. The Manager should seek authorization to breach confidentiality from the Director.
F. If the Director agrees to breaching confidentiality, a full written report on the case should be made and any action agreed undertaken. The Manager is responsible for ensuring all activities are actioned.
G. If the Director does not agree to breach confidentiality then this is the final decision of the organization 8. In no circumstances should any breach of confidentiality be discussed at this stage with Disability Advice and Welfare Network's Complaints Officer. This is to ensure that any future complaints or investigations arising from breach in confidentiality can be carried out in an independent manner.

Legislative Framework

The Disability Advice and Welfare Network will monitor this policy to ensure it meets statutory and legal requirements including the Data Protection Act, Children's Act, Rehabilitation of Offenders Act and Prevention of Terrorism Act. Training on the policy will include these aspects.

Ensuring the effectiveness of the policy

Ensuring the effectiveness of the policy All Management Council members will receive a copy of the complaints procedure. Existing and new workers will be introduced to the complaints procedure via induction and training. The procedure will be reviewed annually and amendments should be proposed and agreed by the Management Council This document tells you: the high standards of service you have the right to expect what to do if things go wrong how to get in touch with us When you contact us: You have the right to be treated politely at all times. We will give you our names. We aim to give you a fair, impartial service and will not show any kind of prejudice towards you. We will deal with your business confidentially. We aim to answer your telephone calls within 30 seconds. We will give you our names. We aim to answer your questions straight away. If we cannot do so, we promise to put you through to someone who can or arrange to call you back within 48 hours. If you prefer we will write to you. We aim to write and thank you for your letter within 2 working days of getting it. We aim to answer all your questions in clear plain language within the same period or write to you and explain why it will take longer than this. If you prefer we can reply in Braille, large print or on tape but this may take a little longer. We also welcome correspondence in these formats. If you call into see us we aim to see you within 3 minutes of arrival. We will tell you our names and/or wear name badges. We will try to answer your questions straight away or make you an appointment to come in or for you to be visited, or write or phone you. If you require an appointment you will be seen within 48 hours if your problem is urgent or within 5 working days otherwise. If you require a home visit you will be visited within 3 working days if urgent or within 10 working days otherwise. If you require a form completed over the telephone we will aim to do this within 5 working days of our receiving the forms, and no longer than 10 days after receiving the forms. Our office is open 9.30am to 4.30pm Monday to Fridays. You do not need an appointment to call but will be offered an appointment if your problem is complicated. A private room is available for interviews. What we do: We will write and tell you that we have received your letter within 48 hours of receipt. We will reply to your telephone call the same or next working day. We will send you copies of all letters we send or receive which relate to the problem we are assisting you with. We aim to do this within 24 hours of receiving the letter. We will issue requests for medical reports on your behalf within 3 working days of your asking us to do so. If you require an appointment you will be seen within 48 hours if your problem is urgent or within 5 working days otherwise. If you require a home visit you will be visited within 3 working days if urgent or within 10 working days otherwise. Help us to help you: To help us to answer your questions quickly and properly we will need to know: your full name your national insurance number your address and date of birth name and address of your GP and/or hospital If you need our help to fill in forms you can do the following: contact the Benefits Agency Freephone service on 0800 44 11 44 then bring the form to us for us to check for you OR call at your local Benefits Agency office OR arrange an appointment to come in to our office or be visited at home OR arrange for us to help you to fill in the form over the telephone Have your say: We are always looking at ways to improve our service. We can only do this with your help. We will take your views into account when planning future improvements, to make sure that we do on meeting your needs. Patricia Hazeldine, our Office Manager, will be pleased to get your suggestions and your comments (good or bad) about the service we give. You can send your comments by E-mail

DISABILITY ADVICE AND WELFARE NETWORK
Registered charity 1061489
WORKING FOR AND WITH PEOPLE WITH A DISABILITY
Disability Advice and Welfare Network,
64/66 Bickerstaffe Street, St.Helens, Merseyside WA10 1DH.
Please E-mail us: disability.network@virgin.net