Challenges with capacity and on the frontline
What we know – impact on organisation
- Significant increase in workload volumes / increase in complexity of cases
- Difficulties fund raising - causing reduction in services offered / sustainability
- Increased utility costs / rent / other overheads (e.g. staff salaries)
- Staff retention / burn out / wellbeing and resilience
- Organisations having to find efficiencies in their operating models and having to do more, with less
- Recruitment
- Training
What we know – impact on clients
- Mental health – indications of self-harm/risk to life (people at crisis point)
- Clients presenting with more complex cases
- Unable to access services
- Increased debt/financial hardship
- New vulnerabilities – those 'just about managing' are no longer doing so
- Longer call waiting times / reduced time with call advisors due to calls queueing/impacting digitally excluded
- Poorer outcomes / reduced quality of service – due to increased demand
- Increased risk of clients being forced into homelessness
