General Information and Advice Service

Description

The London Borough of Harrow is inviting tenders for the provision of the borough’s General Information and Advice Service. We are looking for a provider(s) who can deliver independent information and advice services through a range of channels for Harrow residents in need, that supports them to access help seamlessly, at the earliest possible opportunity, as well as address the changes in residents’ need in response to the Covid-19 pandemic and subsequent cost of living crisis. The advice will be free and confidential for all Harrow residents to access on an equal basis and in a safe environment. Lot 1: The service will include delivery of general information and advice through a multi-channel approach focusing on digital channels, email, mobile friendly, website, and face-to-face. This includes: • delivery of the general information and advice service. • delivery of general information and advice via Family Hubs Network. • delivery of general information and advice for people who are homeless or at risk of homelessness. • delivery of general information and advice integrated within Council led initiatives The contract funds a service for any Harrow resident with needs around housing, welfare benefits, financial services, employment, physical and mental wellbeing, family and personal matters, as well as immigration and asylum queries. The service will provide assistance to support clients in completing forms, drafting emails and letters, and accessing online services. It will also provide assistance to seek information or mediate/ negotiate on the client’s behalf. The service will provide clear, comprehensive, relevant and up to date information and advice detailing individual rights and responsibilities. The provider(s) will work to ensure a clear and efficient resident’s journey with accurate signposting of other services that involve one route in assessing their need. A triage and referral pathway will be agreed within a formal network of information and advice providers ensuring quality assurance, safeguarding considerations and mechanisms to make a complaint are clear and accessible. The provider(s) should ensure that mechanisms are in place that makes the service easy to use and navigate providing a variety of available options. This should include self-management and empowering a resident to make their decisions in a timely way that prevents escalation. The provider(s) role is to contribute to the delivery of the strategy and to take the lead in the development of the established Information and Advice Network (comprising of the council, strategic partners, and local service providers); a digital platform and working with partners to join up services and map community assets. The network should be utilised as a vehicle for capacity building within the sector and for improve collective standards.