TELEPHONE ADVICE SERVICES AND DUTY CASE WORK

COVID-19

Please note that our staff are no longer providing face to face appointments in the office in relation to welfare benefits advice but are working remotely via our secure network.

Telephone contact numbers remain the same and although we may not have someone able to answer every call immediately, we will return any messages, even if only a number is left. You are able to leave messages at any time and we will pick them up as soon as a member of staff is available.

Your initial conversation may be with one of our admin staff and then follow up with a telephone appointment with one of our caseworkers.

We will continue to provide tailored self-help information by post, or email if you have access to it.

Useful additional contacts:

Shropshire Council Coronavirus Helpline for those who are vulnerable or in need of help.

There are new teams to coordinate support for local residents that is available from smaller town and parish councils and voluntary and community groups

0345 678 9028 8am to 6pm weekdays 9am to 1pm Saturdays

Important: the Council’s new helpline cannot provide coronavirus or any other health advice. Please refer to NHS111online

 Please see Benefit news for information from the DWP

At A4U we empower individuals to help themselves wherever possible and where we are unable to arrange a face to face meeting we will send self-help information tailored to the individual’s situation in an easy to understand format. This will support the advice given by telephone and may include explanatory leaflets, detailed guidance sheets and letter templates as appropriate.  A4U Services Leaflet Download

A4U offers Duty Casework using an Adviceline which is available on Monday to Wednesday from 10.30am to 12.30pm. Our answer machine facility is available 24 hours. We may not be able to answer the Adviceline as staff maybe dealing with other calls but please be assured we do respond to every answer phone message received and will call back within 7 days; often much sooner depending on the urgency of your enquiry. For email enquires contact us at Advice@a4u.org.uk All telephone calls are charged at the local rate.

EXISTING CLIENTS

If you are an existing client, you will be given a separate phone number for on-going contact.

WHAT HAPPENS NEXT?

You may be contacted by a Casework Administrator for additional information prior to a conversation with a Caseworker. Any advice given to clients will be directly from the Caseworker or passing on information a Caseworker has provided.  At A4U we empower individuals to help themselves and provide self-help information tailored to an individual’s situation in an easy to understand format with explanatory leaflets, detailed guidance sheets and other letter templates.