WEST Devon Citizens Advice Bureau, which merged its Tavistock and Okehampton branches, has been recognised as an Investor in People. The award recognises the bureau?s use of systems of training, teamwork and the sharing of knowledge to develop successfully from the merger. The charity, which employs a team of 38 staff and volunteers at the two offices, has been supported through the Investors in People process by Business Link for Devon and Cornwall. The Tavistock and Okehampton CABs merged in October 2003 in order to provide a more cohesive service, reduce administration costs and to become more effective in reaching people who need help. West Devon CAB delivers advice on issues such as debt, housing, relationship breakdown, employment, disputes with neighbours and consumer issues. In committing to the Investors in People standard in April 2003, the bureau sought external recognition for good practices that have been developed at the two offices over many years. Development officer Mandy Kenyon said: ?We are delighted to have been successfully assessed against such an important national quality mark, having been through considerable upheaval. ?The process has provided excellent feedback to our staff and volunteers for the many skills that they have taken on. ?Being recognised as an Investor in People also demonstrates to potential funders that we look after the interests of our teams and provide the necessary training and development to enable them to extend their expertise and work to their full potential.? Working closely with a Business Link adviser, West Devon CAB has refined its systems of training and communication to maintain a quality service to a considerable rural catchment. Client surveys, for example, have revealed the CAB has helped to achieve substantial financial gains for people seeking help. An analysis of a 15% sample of clients at Okehampton show an annual equivalent income gain of almost £72,000 in terms of benefits and wage entitlements and other claims. One case involved an elderly couple who now receive an additional £400 a month after visiting the CAB. West Devon CAB also successfully passed its first CAB audit in June 2004 and has achieved the Community Legal Services General Help Quality Mark. Mandy Kenyon said: ?We are also proud of our record of serving clients all ages. Citizens Advice have recently produced, for example, a fact sheet for young people, which explains their employment rights.? Bureau teams have opportunities to pursue an extensive range of specialist courses which are run by the Citizens Advice Bureau nationally. Staff and volunteers also have access to the CAB computerised resource base. FAR LEFT: West Devon CAB staff with the award. Left to right are Eve Reidy, Barbara Osbourne, Mandy Kenyon and Hilary Winter.
