[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"doc-detail-168983-en":3,"doc-seo-168983-105":30,"detail-sidebar-cat-1-en-105":92},{"code":4,"msg":5,"data":6},0,"success",{"doc_id":7,"user_id":8,"nickname":9,"user_avatar":10,"doc_module":11,"category_id":12,"category_name":13,"doc_title":14,"doc_description":15,"doc_content":16,"file_id":17,"file_url":18,"file_type":19,"file_size":20,"view_count":4,"is_deleted":4,"is_public":11,"is_downloadable":11,"audit_status":11,"page_count":21,"language":22,"language_code":23,"site_id":24,"html_lang":23,"table_of_contents":25,"faqs":26,"seo_title":27,"seo_description":15,"update_tm":28,"read_time":29},168983,687208528416,"Cipher","https://ap-avatar.wpscdn.com/davatar_9964176cb1d06d4a9deccf72a44ae3dc",1,158,"General","What difference does the Equality Advisory Support Service make for its customers?","Research commissioned for the Government Equalities Office evaluates the difference the Equality Advisory Support Service (EASS) makes to customers across Great Britain. The study addresses an evidence gap around EASS’s impact within the wider equality advice landscape, using a telephone survey of 750 customers, in-depth interviews, and stakeholder interviews. Findings consider positive and negative outcomes, attribution limits, and how EASS helps through information, advice, signposting, confidence-building, and informal resolution support, including guidance that reduces reliance on paid legal advice.","What difference does the Equality Advisory Support Service make for its customers?\nKatie Oldfield, Jane Thompson, Liz Murphy and Tariq Oozeerally\nIFF Research\nJuly 2017\nThis research was commissioned by the Government Equalities Office (GEO). The findings and recommendations are those of the authors and do not represent the views of the GEO or government policy. While the GEO has made every effort to ensure the information in this document is accurate, the GEO does not guarantee the accuracy, completeness or usefulness of that information.\n\u0003Contents\n\u0013 TOC \\o \"1-3\" \\h \\z \\u \u0014\u0013 HYPERLINK \\l \"_Toc486344232\" \u00141\tExecutive Summary\t\u0013 PAGEREF _Toc486344232 \\h \u00144\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344233\" \u0014Background\t\u0013 PAGEREF _Toc486344233 \\h \u00144\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344234\" \u0014Key findings\t\u0013 PAGEREF _Toc486344234 \\h \u00144\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344236\" \u0014Conclusions\t\u0013 PAGEREF _Toc486344236 \\h \u00147\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344237\" \u00142\tIntroduction\t\u0013 PAGEREF _Toc486344237 \\h \u00149\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344238\" \u0014Background\t\u0013 PAGEREF _Toc486344238 \\h \u00149\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344239\" \u0014About the Equality Advisory Support Service (EASS)\t\u0013 PAGEREF _Toc486344239 \\h \u00149\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344240\" \u0014About the research\t\u0013 PAGEREF _Toc486344240 \\h \u001410\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344241\" \u00143\tResearch method / approach\t\u0013 PAGEREF _Toc486344241 \\h \u001411\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344242\" \u0014Research objectives\t\u0013 PAGEREF _Toc486344242 \\h \u001411\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344243\" \u0014Approach\t\u0013 PAGEREF _Toc486344243 \\h \u001411\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344244\" \u0014Telephone Survey\t\u0013 PAGEREF _Toc486344244 \\h \u001412\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344252\" \u0014In-depth discussions with customers and stakeholders\t\u0013 PAGEREF _Toc486344252 \\h \u001414\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344260\" \u0014Limitations of the research\t\u0013 PAGEREF _Toc486344260 \\h \u001415\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344264\" \u00144\tWhat difference does the EASS make for its customers?\t\u0013 PAGEREF _Toc486344264 \\h \u001417\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344265\" \u0014Overview\t\u0013 PAGEREF _Toc486344265 \\h \u001417\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344269\" \u0014Positive outcomes the EASS helps customers achieve\t\u0013 PAGEREF _Toc486344269 \\h \u001418\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344271\" \u0014How did the EASS help customers achieve positive outcomes?\t\u0013 PAGEREF _Toc486344271 \\h \u001419\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344280\" \u0014Preventing the need to seek paid-for legal advice\t\u0013 PAGEREF _Toc486344280 \\h \u001421\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344284\" \u0014Empowering customers by increasing confidence and knowledge\t\u0013 PAGEREF _Toc486344284 \\h \u001423\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344290\" \u0014Signposting customers to appropriate organisations\t\u0013 PAGEREF _Toc486344290 \\h \u001425\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344291\" \u0014Difference by issue type\t\u0013 PAGEREF _Toc486344291 \\h \u001426\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344294\" \u00145\tWhat is the impact of the model of the EASS within the broader advisory landscape?\t\u0013 PAGEREF _Toc486344294 \\h \u001429\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344296\" \u00146\tHow could the EASS make even more of a difference to customers?\t\u0013 PAGEREF _Toc486344296 \\h \u001432\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344318\" \u00147\tConclusions\t\u0013 PAGEREF _Toc486344318 \\h \u001437\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344319\" \u00148\tAppendix A – customer questionnaire\t\u0013 PAGEREF _Toc486344319 \\h \u001438\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344453\" \u00149\tAppendix B - EASS customer outcomes discussion guide\t\u0013 PAGEREF _Toc486344453 \\h \u001459\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc486344521\" \u001410\tAppendix C - EASS stakeholder discussion guide\t\u0013 PAGEREF _Toc486344521 \\h \u001465\u0015\u0015\n\u0015\u0004\nExecutive Summary\nThis research was conducted in 2015. The EASS was re-tendered in March 2016 and underwent substantial revisions. The findings from this research apply to the previous service.\nBackground\nThe Government Equalities Office (GEO) has responsibility for managing the Equality Advisory and Support Service (EASS), which was set up on the 1st October 2012. It replaced the previous helpline run by the Equalities and Human Rights Commission (EHRC). The EASS provides information, advice and support on discrimination and human rights issues to individuals across Great Britain. The EASS also refers customers to oth","cbCaitNf90Zs8G1l","https://ap.wps.com/l/cbCaitNf90Zs8G1l","docx",275201,71,"English","en",105,"# Executive Summary\n# Background\n# Key findings\n# Conclusions\n# Introduction\n# About the Equality Advisory Support Service (EASS)\n# About the research\n# Research method / approach\n## Research objectives\n## Approach\n## Telephone Survey\n## In-depth discussions with customers and stakeholders\n## Limitations of the research\n# What difference does the EASS make for its customers?\n## Overview\n## Positive outcomes the EASS helps customers achieve\n## How did the EASS help customers achieve positive outcomes?\n## Preventing the need to seek paid-for legal advice\n## Empowering customers by increasing confidence and knowledge\n## Signposting customers to appropriate organisations\n## Difference by issue type\n# What is the impact of the model of the EASS within the broader advisory landscape?\n# How could the EASS make even more of a difference to customers?\n# Appendix A – customer questionnaire\n# Appendix B - EASS customer outcomes discussion guide\n# Appendix C - EASS stakeholder discussion guide","[{\"question\":\"What is the Equality Advisory and Support Service (EASS) and who does it serve?\",\"answer\":\"EASS provides information, advice, and support on discrimination and human rights issues to individuals across Great Britain. 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It also refers customers to other organisations as part of an informal resolution journey.","Answer",{"name":79,"@type":74,"acceptedAnswer":80},"How was the research conducted to assess EASS’s impact?",{"text":81,"@type":77},"The study included a telephone survey of 750 customers (conducted between 9 and 23 March 2015), plus in-depth interviews with those customers and interviews with key stakeholder organisations.",{"name":83,"@type":74,"acceptedAnswer":84},"What positive differences for customers does the research attribute to the EASS?",{"text":85,"@type":77},"The research identifies benefits including avoiding the need for paid-for legal advice, increased confidence and knowledge, and appropriate signposting to other organisations. 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