Category

• Fully Validated and Adopted Local Practice

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Poverty impact

• Prevention
• Mitigation
• Reduction

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Poverty driver

• Provide benefit in-kind (material)
• Increase income from benefits

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Keywords

• Income maximisation
• Community-based service
• Benefit applications
• Outreach support
• Advice services

Aim

The primary objective of CONNECT is to be out in the community and assist people in Dundee in maximising their income by resolving issues with benefits and budgeting and form filling.

Summary

CONNECT is a community-based service that is part of Dundee City Council Advice Services. It offers assistance to anyone needing help with income maximisation, benefit form completion, benefit issues, and budgeting. Rather than requiring individuals to visit advice workers, CONNECT brings its services directly to the community. CONNECT workers operate in eleven outreach venues and four secondary schools across the city. Through drop-in sessions and community engagement, they support individuals in need by helping to increase their income and providing holistic advice to address inequality in Dundee.

What difference does it make?

CONNECT has made a significant impact on people living in poverty in Dundee, helping to close the attainment gap and maximise income for individuals and families. The CONNECT Service has supported numerous people experiencing poverty by increasing their income through assistance with benefit applications and other services. By prioritising personal, face-to-face interaction at clinics and drop-in centres, the CONNECT team has built strong relationships within the Dundee community.
Since its inception, the CONNECT Service has expanded its reach, establishing referral pathways with the local NHS and midwifery board and securing a presence in several Dundee schools. CONNECT workers look at the family’s situation, maximise the income, ensuring that they get everything they are entitled to and seek additional support via grants and charities (e.g. for washing machines and school clothes). The impact of this work is evident: for instance, in one year alone, a CONNECT worker based at a secondary school helped clients achieve financial gains totalling nearly £600,000. This increase in income has empowered individuals in deprived areas of Dundee, giving them greater financial choices. One client, for example, called Kenna to share how a CONNECT worker’s assistance had enabled him to receive backdated pension credit. With this additional money, he planned to install flooring in his home, improving his living conditions.
While income maximisation is the primary focus, the CONNECT Service has also improved the overall well-being of people living in poverty. Being embedded in the schools, CONNECT not only improves families' financial situations but also children’s overall life situations and opportunities in life. Children can get involved in different groups and gain access to a washing machine, school clothes, beds, etc. For instance, one parent reported that their child was struggling academically. After receiving help from the CONNECT team with income maximisation and benefit claims, the parent was able to reduce their working hours, which resulted in improved academic performance for their child.
These examples demonstrate that CONNECT not only helps individuals and families maximise their income but also provides holistic support, enhancing the lives of those in deprived areas of Dundee.

Key take-aways

• Patience and Adaptability Are Key: One important lesson learned during the pandemic was the value of patience and testing what works. When community venues were closed, it took time for people to return and start engaging with CONNECT workers again. Rather than assuming “it doesn’t work anymore,” the team remained patient, and demand for the service has since rebounded significantly.
• Consistency Builds Trust: It is essential to be consistent and offer regular, reliable services so that clients view CONNECT as a dependable source of support. Gaps in availability—whether due to temporary closures, staff leave, or sickness—can disrupt this trust, making regular presence critical.
• Building and Maintaining Strong Community Roots: Effective outreach requires active engagement with the community. Simply being present in a community centre and expecting people to come is not enough. CONNECT emphasises the importance of proactively building relationships—speaking with community workers, engaging with local groups, and collaborating with school and family engagement workers in the area. Establishing and maintaining these connections is vital for long-term success.

 

Organisations

CONNECT workers work with a wide range of different actors in the community, including Community Learning and Development (CLD) workers, educators and health practitioners. Weekly advice services are offered in different outreach venues across the city, including the Maxwell Centre, Alder Complex, Menziehill Community Hub, Douglas Community Centre, Finmill Centre, Lochee Community Hub, St Marys Community Centre, Charleston Community Centre, Broughty Ferry Library and Hill Town Community Hub.

Location

Dundee (11 outreach venues across the city, and in four secondary schools).

Contact