{"id":41067,"date":"2023-07-21T15:58:27","date_gmt":"2023-07-21T19:58:27","guid":{"rendered":"https:\/\/granicus.com\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/"},"modified":"2024-10-08T10:54:17","modified_gmt":"2024-10-08T14:54:17","slug":"carmarthenshire-county-council-supports-residents-with-online-services","status":"publish","type":"blog_posts","link":"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/","title":{"rendered":"How Carmarthenshire County Council is using its online services to provide financial support to residents"},"content":{"rendered":"","protected":false},"author":11,"featured_media":41068,"template":"","resource_tax_market":[186],"resource_tax_dept":[197,198,201],"resource_tax_type":[164],"resource_tax_region":[],"resource_tax_outcomes":[204,206],"resource_tax_topic":[],"resource_tax_products":[193],"resource_tax_solutions":[211,215,216],"resource_tax_services":[],"class_list":["post-41067","blog_posts","type-blog_posts","status-publish","has-post-thumbnail","hentry","resource_tax_market-local-government-uk","resource_tax_dept-it-digital-uk","resource_tax_dept-engagement-community-outreach-uk","resource_tax_dept-transformation-uk","resource_tax_type-blogs-uk","resource_tax_outcomes-customer-experience-uk","resource_tax_outcomes-drive-operational-efficiency-uk","resource_tax_products-govservice-uk","resource_tax_solutions-digital-self-service-uk","resource_tax_solutions-process-automation-uk","resource_tax_solutions-service-design-uk"],"yoast_head":"\nHow Carmarthenshire County Council is using its online services to provide financial support to residents | Granicus UK<\/title>\n<meta name=\"description\" content=\"To create impactful change, we need to do more than listen to tenants\u2019 concerns - we need to inspire action. Learn about proposed changes to the sector.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How Carmarthenshire County Council is using its online services to provide financial support to residents | Granicus UK\" \/>\n<meta property=\"og:description\" content=\"To create impactful change, we need to do more than listen to tenants\u2019 concerns - we need to inspire action. Learn about proposed changes to the sector.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/\" \/>\n<meta property=\"og:site_name\" content=\"Granicus\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/granicusco\/\" \/>\n<meta property=\"article:modified_time\" content=\"2024-10-08T14:54:17+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/granicus.com\/wp-content\/uploads\/blog-header-Carmarthenshire-County-Councils-online-services.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1440\" \/>\n\t<meta property=\"og:image:height\" content=\"590\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:title\" content=\"How Carmarthenshire County Council is using its online services to provide financial support to residents | Granicus UK\" \/>\n<meta name=\"twitter:site\" content=\"@Granicus\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":[\"Article\",\"BlogPosting\"],\"@id\":\"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/\"},\"author\":{\"name\":\"Granicus Marketing\",\"@id\":\"https:\/\/granicus.com\/uk\/#\/schema\/person\/86d618ccb52051e285962f72626e8881\"},\"headline\":\"How Carmarthenshire County Council is using its online services to provide financial support to residents\",\"datePublished\":\"2023-07-21T19:58:27+00:00\",\"dateModified\":\"2024-10-08T14:54:17+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/\"},\"wordCount\":15,\"publisher\":{\"@id\":\"https:\/\/granicus.com\/uk\/#organization\"},\"image\":{\"@id\":\"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/granicus.com\/wp-content\/uploads\/blog-header-Carmarthenshire-County-Councils-online-services.jpg\",\"inLanguage\":\"en-GB\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/\",\"url\":\"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/\",\"name\":\"How Carmarthenshire County Council is using its online services to provide financial support to residents | Granicus UK\",\"isPartOf\":{\"@id\":\"https:\/\/granicus.com\/uk\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/granicus.com\/wp-content\/uploads\/blog-header-Carmarthenshire-County-Councils-online-services.jpg\",\"datePublished\":\"2023-07-21T19:58:27+00:00\",\"dateModified\":\"2024-10-08T14:54:17+00:00\",\"description\":\"To create impactful change, we need to do more than listen to tenants\u2019 concerns - we need to inspire action. Learn about proposed changes to the sector.\",\"breadcrumb\":{\"@id\":\"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/#primaryimage\",\"url\":\"https:\/\/granicus.com\/wp-content\/uploads\/blog-header-Carmarthenshire-County-Councils-online-services.jpg\",\"contentUrl\":\"https:\/\/granicus.com\/wp-content\/uploads\/blog-header-Carmarthenshire-County-Councils-online-services.jpg\",\"width\":1440,\"height\":590},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/granicus.com\/uk\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"How Carmarthenshire County Council is using its online services to provide financial support to residents\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/granicus.com\/uk\/#website\",\"url\":\"https:\/\/granicus.com\/uk\/\",\"name\":\"Granicus\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\/\/granicus.com\/uk\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/granicus.com\/uk\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/granicus.com\/uk\/#organization\",\"name\":\"Granicus\",\"url\":\"https:\/\/granicus.com\/uk\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/granicus.com\/uk\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/granicus.com\/wp-content\/uploads\/2023\/05\/Granicus-G-logo-Red.svg\",\"contentUrl\":\"https:\/\/granicus.com\/wp-content\/uploads\/2023\/05\/Granicus-G-logo-Red.svg\",\"width\":\"1024\",\"height\":\"1024\",\"caption\":\"Granicus\"},\"image\":{\"@id\":\"https:\/\/granicus.com\/uk\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/granicusco\/\",\"https:\/\/x.com\/Granicus\",\"https:\/\/www.linkedin.com\/company\/granicusinc\/\",\"https:\/\/www.facebook.com\/granicusco\",\"https:\/\/www.facebook.com\/granicuslac\",\"https:\/\/www.youtube.com\/@GranicusLAC\",\"https:\/\/www.instagram.com\/granicuslac\/\",\"https:\/\/www.linkedin.com\/company\/granicuslac\",\"https:\/\/twitter.com\/granicuslac\/\",\"https:\/\/twitter.com\/GranicusUK\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/granicus.com\/uk\/#\/schema\/person\/86d618ccb52051e285962f72626e8881\",\"name\":\"Granicus Marketing\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/granicus.com\/uk\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/f18a3514fa5c1d54c5ef212b4ddd23f1946461a2d8d778191a29a45101706969?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/f18a3514fa5c1d54c5ef212b4ddd23f1946461a2d8d778191a29a45101706969?s=96&d=mm&r=g\",\"caption\":\"Granicus Marketing\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"How Carmarthenshire County Council is using its online services to provide financial support to residents | Granicus UK","description":"To create impactful change, we need to do more than listen to tenants\u2019 concerns - we need to inspire action. Learn about proposed changes to the sector.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/","og_locale":"en_GB","og_type":"article","og_title":"How Carmarthenshire County Council is using its online services to provide financial support to residents | Granicus UK","og_description":"To create impactful change, we need to do more than listen to tenants\u2019 concerns - we need to inspire action. Learn about proposed changes to the sector.","og_url":"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/","og_site_name":"Granicus","article_publisher":"https:\/\/www.facebook.com\/granicusco\/","article_modified_time":"2024-10-08T14:54:17+00:00","og_image":[{"width":1440,"height":590,"url":"https:\/\/granicus.com\/wp-content\/uploads\/blog-header-Carmarthenshire-County-Councils-online-services.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_title":"How Carmarthenshire County Council is using its online services to provide financial support to residents | Granicus UK","twitter_site":"@Granicus","twitter_misc":{"Est. reading time":"1 minute"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":["Article","BlogPosting"],"@id":"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/#article","isPartOf":{"@id":"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/"},"author":{"name":"Granicus Marketing","@id":"https:\/\/granicus.com\/uk\/#\/schema\/person\/86d618ccb52051e285962f72626e8881"},"headline":"How Carmarthenshire County Council is using its online services to provide financial support to residents","datePublished":"2023-07-21T19:58:27+00:00","dateModified":"2024-10-08T14:54:17+00:00","mainEntityOfPage":{"@id":"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/"},"wordCount":15,"publisher":{"@id":"https:\/\/granicus.com\/uk\/#organization"},"image":{"@id":"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/#primaryimage"},"thumbnailUrl":"https:\/\/granicus.com\/wp-content\/uploads\/blog-header-Carmarthenshire-County-Councils-online-services.jpg","inLanguage":"en-GB"},{"@type":"WebPage","@id":"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/","url":"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/","name":"How Carmarthenshire County Council is using its online services to provide financial support to residents | Granicus UK","isPartOf":{"@id":"https:\/\/granicus.com\/uk\/#website"},"primaryImageOfPage":{"@id":"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/#primaryimage"},"image":{"@id":"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/#primaryimage"},"thumbnailUrl":"https:\/\/granicus.com\/wp-content\/uploads\/blog-header-Carmarthenshire-County-Councils-online-services.jpg","datePublished":"2023-07-21T19:58:27+00:00","dateModified":"2024-10-08T14:54:17+00:00","description":"To create impactful change, we need to do more than listen to tenants\u2019 concerns - we need to inspire action. Learn about proposed changes to the sector.","breadcrumb":{"@id":"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/"]}]},{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/#primaryimage","url":"https:\/\/granicus.com\/wp-content\/uploads\/blog-header-Carmarthenshire-County-Councils-online-services.jpg","contentUrl":"https:\/\/granicus.com\/wp-content\/uploads\/blog-header-Carmarthenshire-County-Councils-online-services.jpg","width":1440,"height":590},{"@type":"BreadcrumbList","@id":"https:\/\/granicus.com\/uk\/blog\/carmarthenshire-county-council-supports-residents-with-online-services\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/granicus.com\/uk\/"},{"@type":"ListItem","position":2,"name":"How Carmarthenshire County Council is using its online services to provide financial support to residents"}]},{"@type":"WebSite","@id":"https:\/\/granicus.com\/uk\/#website","url":"https:\/\/granicus.com\/uk\/","name":"Granicus","description":"","publisher":{"@id":"https:\/\/granicus.com\/uk\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/granicus.com\/uk\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"},{"@type":"Organization","@id":"https:\/\/granicus.com\/uk\/#organization","name":"Granicus","url":"https:\/\/granicus.com\/uk\/","logo":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/granicus.com\/uk\/#\/schema\/logo\/image\/","url":"https:\/\/granicus.com\/wp-content\/uploads\/2023\/05\/Granicus-G-logo-Red.svg","contentUrl":"https:\/\/granicus.com\/wp-content\/uploads\/2023\/05\/Granicus-G-logo-Red.svg","width":"1024","height":"1024","caption":"Granicus"},"image":{"@id":"https:\/\/granicus.com\/uk\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/granicusco\/","https:\/\/x.com\/Granicus","https:\/\/www.linkedin.com\/company\/granicusinc\/","https:\/\/www.facebook.com\/granicusco","https:\/\/www.facebook.com\/granicuslac","https:\/\/www.youtube.com\/@GranicusLAC","https:\/\/www.instagram.com\/granicuslac\/","https:\/\/www.linkedin.com\/company\/granicuslac","https:\/\/twitter.com\/granicuslac\/","https:\/\/twitter.com\/GranicusUK"]},{"@type":"Person","@id":"https:\/\/granicus.com\/uk\/#\/schema\/person\/86d618ccb52051e285962f72626e8881","name":"Granicus Marketing","image":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/granicus.com\/uk\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/f18a3514fa5c1d54c5ef212b4ddd23f1946461a2d8d778191a29a45101706969?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/f18a3514fa5c1d54c5ef212b4ddd23f1946461a2d8d778191a29a45101706969?s=96&d=mm&r=g","caption":"Granicus Marketing"}}]}},"acf":{"page_type":"internal","external_url":"","page_template":"centered","sidebar_position":"right","post_author":"","post_date":"","post_description":"","post_link":"","post_file":false,"media_gallery":false,"project_metrics_title":"","project_metrics":false,"show_hero":false,"hero_margin":false,"hero_type":"image","hero_subhead":"","hero_headline":"","hero_text":"","hero_button":"","hero_icon":false,"hero_image":false,"sidebar_type":"sticky","content_builder_sidebar_group":{"content_builder_sidebar":false},"flexible_page_builder_group":{"flexible_page_builder_fields":[{"acf_fc_layout":"wysiwyg","add_menu_anchor":false,"anchor_menu_text":"","wysiwyg_group":{"show_section":true,"alignment":"left","subhead":"","headline":"","wysiwyg":"<p><span data-contrast=\"auto\">Rising energy and food prices, coupled with economic uncertainty, have people understandably concerned about their finances during the cost-of-living crisis.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">It can be hard to know where to go for support, which is why it is more important than ever for local authorities to create clear communications and contact processes that guide residents who need advice or feel like they might be entitled to support or reductions in council services.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">At Carmarthenshire County Council, we launched our \u2018Claim What’s Yours\u2019 process in the autumn of 2021 which enabled our residents to access the financial help they need and may not know they are entitled to. The message behind this to our community was clear: we know how difficult it is when you need support but don’t know where to turn – we want you to know that we are here for you. Since the Claim What’s Yours process launched, we have helped 800 people access support that they may not have been aware they are entitled to, such as reductions in Council Tax, free childcare, and rent assistance.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2><span class=\"TextRun MacChromeBold SCXW104934830 BCX9\" lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW104934830 BCX9\">Creating the right framework<\/span><\/span><span class=\"EOP SCXW104934830 BCX9\" data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">The objective of the \u2018Claim What\u2019s Yours\u2019 project was to provide support and advice to anyone who required it, ensuring that people get the right help at the right time.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In 2020, Carmarthenshire County Council went live with its redesigned and updated Self-Service Portal Hwb, which was built on the govService platform provided by Granicus. The solution provides citizens with better access to services.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The Hwb Advisers Team in Customer Services and ICT worked together to build an online process to create the \u2018Claim What\u2019s Yours\u2019 service, which is backed by a dedicated team of Hwb Advisers who are fully up to speed on the range of financial benefits available.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The Hwb Advisers can help and understand that everyone’s situation is different. They are available to listen and help residents apply for the support, services, and money that they could be entitled to.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">We continue to work together to revise the process to ensure that our Hwb advisers can adapt to the changing needs of our residents as new financial benefits become available. Currently, we have a team of 5 Hwb advisors based at our 3 main Hwbs within our 3 main towns \u2013 Ammanford, Carmarthen, and Llanelli.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2><span class=\"TextRun MacChromeBold SCXW99163878 BCX9\" lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW99163878 BCX9\">Leveraging our <\/span><span class=\"NormalTextRun SCXW99163878 BCX9\">expertise<\/span><span class=\"NormalTextRun SCXW99163878 BCX9\">\u00a0<\/span><\/span><span class=\"EOP SCXW99163878 BCX9\" data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">The Hwb advisors, an established experience team providing and delivering service for numerous departments within the authority, are ideally positioned to identify people who require help. In addition, they have a wide knowledge of external organisations and the services to refer people to, along with numerous access points, making it easy and simple for people to get in touch.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Referrals to the Hwb advisors can be made in several ways. They can be picked up by front-line staff, other internal departments, or through partner organisations. Customers can also self-refer with a dedicated referral form designed for anyone to use. The wide range of options means we can offer this service to as many people as possible. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">We have also developed a dedicated \u2018Claim What\u2019s Yours\u2019 page on our website where we are continually adding new partners to the page as the project grows.<\/span><span data-contrast=\"auto\">\u202f<\/span><span data-contrast=\"auto\">Within each tab is a link that the customer can click on to follow up should they wish to do so, and the \u2018Help from the Advisor\u2019 link if they feel they want assistance. These tabs have also been grouped into categories for the customer to identify and once selected, the number of tabs is reduced to include only the relevant ones for them.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2><span class=\"TextRun MacChromeBold SCXW10795774 BCX9\" lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW10795774 BCX9\">Proving value<\/span><\/span><span class=\"EOP SCXW10795774 BCX9\" data-ccp-props=\"{"134233279":true,"201341983":0,"335559740":252}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">We\u2019ve worked towards creating a transparent process for residents. Once the \u2018Help from an Advisor\u2019 referral form is completed, the case is raised and allocated to one of the 5 Hwb advisors.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The Hwb advisor will contact the customer for a detailed discussion, via the preferred method of choice selected by the customer. This can be over the phone, face-to-face, or by email.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The project team has also developed a detailed form via the Case Viewer function in our platform that guides the officer and captures all the information. This form then produces a detailed list of all the areas that the customer may need help with, providing a visible workflow. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The Hwb advisor will work their way through this list with the customer, taking ownership of any service that is delivered by the authority and making referrals to external partners. Each case is looked at on its own merit and there is no time limit to the case. Some people can be helped quickly and all they need is to be routed in the right direction, while others are more complex and have multiple needs, requiring more support and help.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Each case is supported and followed up on a regular basis until our assistance is no longer required; the case is then closed. \u202f<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2><span class=\"TextRun MacChromeBold SCXW267978484 BCX9\" lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW267978484 BCX9\">Next steps\u00a0<\/span><\/span><span class=\"EOP SCXW267978484 BCX9\" data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">We want all our residents to feel like they have a place to go if they are facing financial concerns. To date, we have advised over 800 residents and supported them where we can.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">As we move forward in 2023, we are looking to expand the \u2018Claim What\u2019s Yours\u2019 project by increasing the number of Hwb advisors and expanding our areas of support.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n","button":""}}]},"posts_slider_group":{"show_section":true,"posts_slider":[{"add_anchor":false,"anchor_name":"","background_color":"green","slider_subhead":"","slider_headline":"Discover More Blogs","slider_text":"","slider_type":"blog_posts","manual_resources":false,"slider_resource_tax":"recent","add_additional_filters":false,"department_filter":false,"market_filter":false,"outcome_filter":false,"product_filter":false,"region_filter":false,"solution_filter":false,"topic_filter":false,"slider_link":{"title":"View All Resources","url":"\/uk\/learning-center\/","target":""},"slider_link_icon":false}]},"centered_layout_builder_clone":{"flexible_page_builder_group":{"flexible_page_builder_fields":[{"acf_fc_layout":"wysiwyg","add_menu_anchor":false,"anchor_menu_text":"","wysiwyg_group":{"show_section":true,"alignment":"left","subhead":"","headline":"","wysiwyg":"<p><span data-contrast=\"auto\">Rising energy and food prices, coupled with economic uncertainty, have people understandably concerned about their finances during the cost-of-living crisis.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">It can be hard to know where to go for support, which is why it is more important than ever for local authorities to create clear communications and contact processes that guide residents who need advice or feel like they might be entitled to support or reductions in council services.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">At Carmarthenshire County Council, we launched our \u2018Claim What’s Yours\u2019 process in the autumn of 2021 which enabled our residents to access the financial help they need and may not know they are entitled to. The message behind this to our community was clear: we know how difficult it is when you need support but don’t know where to turn – we want you to know that we are here for you. Since the Claim What’s Yours process launched, we have helped 800 people access support that they may not have been aware they are entitled to, such as reductions in Council Tax, free childcare, and rent assistance.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2><span class=\"TextRun MacChromeBold SCXW104934830 BCX9\" lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW104934830 BCX9\">Creating the right framework<\/span><\/span><span class=\"EOP SCXW104934830 BCX9\" data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">The objective of the \u2018Claim What\u2019s Yours\u2019 project was to provide support and advice to anyone who required it, ensuring that people get the right help at the right time.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In 2020, Carmarthenshire County Council went live with its redesigned and updated Self-Service Portal Hwb, which was built on the govService platform provided by Granicus. The solution provides citizens with better access to services.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The Hwb Advisers Team in Customer Services and ICT worked together to build an online process to create the \u2018Claim What\u2019s Yours\u2019 service, which is backed by a dedicated team of Hwb Advisers who are fully up to speed on the range of financial benefits available.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The Hwb Advisers can help and understand that everyone’s situation is different. They are available to listen and help residents apply for the support, services, and money that they could be entitled to.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">We continue to work together to revise the process to ensure that our Hwb advisers can adapt to the changing needs of our residents as new financial benefits become available. Currently, we have a team of 5 Hwb advisors based at our 3 main Hwbs within our 3 main towns \u2013 Ammanford, Carmarthen, and Llanelli.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2><span class=\"TextRun MacChromeBold SCXW99163878 BCX9\" lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW99163878 BCX9\">Leveraging our <\/span><span class=\"NormalTextRun SCXW99163878 BCX9\">expertise<\/span><span class=\"NormalTextRun SCXW99163878 BCX9\">\u00a0<\/span><\/span><span class=\"EOP SCXW99163878 BCX9\" data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">The Hwb advisors, an established experience team providing and delivering service for numerous departments within the authority, are ideally positioned to identify people who require help. In addition, they have a wide knowledge of external organisations and the services to refer people to, along with numerous access points, making it easy and simple for people to get in touch.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Referrals to the Hwb advisors can be made in several ways. They can be picked up by front-line staff, other internal departments, or through partner organisations. Customers can also self-refer with a dedicated referral form designed for anyone to use. The wide range of options means we can offer this service to as many people as possible. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">We have also developed a dedicated \u2018Claim What\u2019s Yours\u2019 page on our website where we are continually adding new partners to the page as the project grows.<\/span><span data-contrast=\"auto\">\u202f<\/span><span data-contrast=\"auto\">Within each tab is a link that the customer can click on to follow up should they wish to do so, and the \u2018Help from the Advisor\u2019 link if they feel they want assistance. These tabs have also been grouped into categories for the customer to identify and once selected, the number of tabs is reduced to include only the relevant ones for them.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2><span class=\"TextRun MacChromeBold SCXW10795774 BCX9\" lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW10795774 BCX9\">Proving value<\/span><\/span><span class=\"EOP SCXW10795774 BCX9\" data-ccp-props=\"{"134233279":true,"201341983":0,"335559740":252}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">We\u2019ve worked towards creating a transparent process for residents. Once the \u2018Help from an Advisor\u2019 referral form is completed, the case is raised and allocated to one of the 5 Hwb advisors.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The Hwb advisor will contact the customer for a detailed discussion, via the preferred method of choice selected by the customer. This can be over the phone, face-to-face, or by email.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The project team has also developed a detailed form via the Case Viewer function in our platform that guides the officer and captures all the information. This form then produces a detailed list of all the areas that the customer may need help with, providing a visible workflow. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The Hwb advisor will work their way through this list with the customer, taking ownership of any service that is delivered by the authority and making referrals to external partners. Each case is looked at on its own merit and there is no time limit to the case. Some people can be helped quickly and all they need is to be routed in the right direction, while others are more complex and have multiple needs, requiring more support and help.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Each case is supported and followed up on a regular basis until our assistance is no longer required; the case is then closed. \u202f<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2><span class=\"TextRun MacChromeBold SCXW267978484 BCX9\" lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW267978484 BCX9\">Next steps\u00a0<\/span><\/span><span class=\"EOP SCXW267978484 BCX9\" data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">We want all our residents to feel like they have a place to go if they are facing financial concerns. To date, we have advised over 800 residents and supported them where we can.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">As we move forward in 2023, we are looking to expand the \u2018Claim What\u2019s Yours\u2019 project by increasing the number of Hwb advisors and expanding our areas of support.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n","button":""}}]}},"post_slider_clone":{"posts_slider_group":{"show_section":true,"posts_slider":[{"add_anchor":false,"anchor_name":"","background_color":"green","slider_subhead":"","slider_headline":"Discover More Blogs","slider_text":"","slider_type":"blog_posts","manual_resources":false,"slider_resource_tax":"recent","add_additional_filters":false,"department_filter":false,"market_filter":false,"outcome_filter":false,"product_filter":false,"region_filter":false,"solution_filter":false,"topic_filter":false,"slider_link":{"title":"View All Resources","url":"\/uk\/learning-center\/","target":""},"slider_link_icon":false}]}},"call_to_action":{"hide_call_to_action":false,"color":"red","custom_cta":false,"custom_subhead":"","custom_headline":"","custom_description":"","custom_link":null,"custom_image":false}},"_links":{"self":[{"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/blog_posts\/41067","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/blog_posts"}],"about":[{"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/types\/blog_posts"}],"author":[{"embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/users\/11"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/media\/41068"}],"wp:attachment":[{"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/media?parent=41067"}],"wp:term":[{"taxonomy":"resource_tax_market","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_market?post=41067"},{"taxonomy":"resource_tax_dept","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_dept?post=41067"},{"taxonomy":"resource_tax_type","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_type?post=41067"},{"taxonomy":"resource_tax_region","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_region?post=41067"},{"taxonomy":"resource_tax_outcomes","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_outcomes?post=41067"},{"taxonomy":"resource_tax_topic","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_topic?post=41067"},{"taxonomy":"resource_tax_products","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_products?post=41067"},{"taxonomy":"resource_tax_solutions","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_solutions?post=41067"},{"taxonomy":"resource_tax_services","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_services?post=41067"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}