An advocacy service helpline to support citizens living in Cardiff and the Vale of Glamorgan to have a voice and a choice when it comes to social care support services.

Cardiff and Vale Advocacy Gateway is a helpline service for residents of both Cardiff and the Vale of Glamorgan over the age of 18.

It is the single point of access for adults looking for support to help them participate in the planning and delivery of their care and support, as defined by the Social Services and Well-being (Wales) Act (2014).

It can help those receiving care, those who may need support or care/support professionals concerned about someone’s social care and support. 

Cardiff and Vale Advocacy Gateway can:

• Help people make sense of their situation, their social care and support needs and the options available to them
• Give information, advice and assistance to find the right services to meet a person’s needs
• Help people understand information, discussions, and processes to make informed decisions
• Help people to be listened to and heard, help speak on their behalf and refer them to advocacy services – including an independent professional advocate (IPA)

What was the problem?

Finding information, support and advocacy was difficult for people receiving care or those who weren’t but may need it. It even posed challenges for professionals or family members who were concerned about someone’s social care and support.

There was no central place for people to people the information they needed in relation to social care and support, which left many people falling through the cracks in the system.

To ensure people get the help they need when they need it, the idea of creating a single point of access for support was created.

Our approach

Various organisations came together to create Cardiff and Vale Advocacy Gateway, including Vale of Glamorgan Council, Cardiff Council, Cardiff and Vale University Health Board, Age Connects, Advocacy Matters (Wales) and Diverse Cymru. 

Intended to be the first port of call, this free telephone helpline can be contacted on 0808 801 0577 for advocacy-related information, advice and assistance. It is open Monday to Friday, 9am to 5pm. 

The helpline is staffed by a highly skilled professional team of Helpline Advisor Advocates, employed by ProMo Cymru. 

Stephanie Hoffman, Head of Social Action at ProMo Cymru, said; “Our expertise in developing and delivering online and digital information, advice, assistance and advocacy services, along with our reputation in valuing people’s rights, made us the perfect choice to develop and deliver this new service for Cardiff & the Vale of Glamorgan.”

Outcomes

The Cardiff and Vale Advocacy Gateway has proven to be a vital resource for residents of Cardiff and the Vale of Glamorgan seeking support with their care and support needs. Since its inception, the service has handled 1,183 cases and facilitated 1,991 referrals (as of August 2024) to Independent Professional Advocacy (IPA).

Andrew Cole, Operational Manager at Vale of Glamorgan Council, highlights the service’s impact: “It is great to have a simple and accessible gateway to advocacy in Cardiff and the Vale of Glamorgan. The gateway allows anyone to talk about their advocacy needs without having to first think about which organisation to contact.”

By providing a single point of access, the Gateway has streamlined the process for individuals seeking support, ensuring they can connect with the appropriate services efficiently. This centralised approach has also contributed to a more coordinated and effective response to the complex needs of the community.

The Gateway’s success is a testament to the collaborative efforts of Cardiff Council, Vale of Glamorgan Council, Cardiff & Vale University Health Board, Age Connects, Advocacy Matters (Wales), and Diverse Cymru. Together, these organisations have created a robust and accessible service that is making a tangible difference in the lives of countless individuals.