Purpose, Values & Code of Conduct
We are a local charity, improving lives by giving people free advice and support in times of need.
Our Purpose:
We are a local charity, improving lives by giving people free advice and support in times of need.
Our Aims
Citizens Advice North Hertfordshire (CANH) wants to improve the lives and wellbeing of people in our community who are or would be disadvantaged without our intervention or advocacy. We want to move them:
- from reliant to self-reliant
- from crisis to stability in their lives
- from vulnerable to being secure
- from disengaged to engaged
Our key aims are:
- To provide the advice people need for the problems they face.
- To improve the policies and practices that affect people's lives.
We meet these aims through the provision of a free, confidential, independent and impartial advice service available to everyone who lives or works in North Hertfordshire and parts of South Cambridgeshire.
Our Values
Client centred
We put our clients first, treating them with care, compassion and humility.
Caring
We are kind to all, open and honest in our communication and champion a no-blame culture.
Collaborative
We are one team. We share our skills, insight and enthusiasm and will tackle tough or complex situations with courage and candour.
Enterprising
We commit to continually learning and embrace change in order to best serve our clients.
Professional
We are resourceful, always accountable and aim to work to the highest standards.
As staff and volunteers at Citizens Advice North Hertfordshire we are accountable for the ways in which we work. We have a duty to keep ourselves and others safe. This is achieved by maintaining a respectful, caring and professional approach to work and volunteering, and by upholding the charity’s values.
- Being friendly, kind and courteous at all times
- Being reliable and punctual
- Acting in a timely manner to recognise and support those who depend on us for our contribution
- Treating everyone with dignity and respect regardless of age, sex, gender, disability, racial heritage, religious belief, sexual orientation, appearance, cultural background, marriage or civil partnership, pregnancy or maternity
- Planning and organising our work and the workplace, to minimise risks to health, safety and wellbeing and limit risks to the organisation
- Creating and maintaining a non-defensive, non-judgmental, collaborative and open culture in which feedback can be shared and issues and concerns be discussed
- Constructively challenging unacceptable behaviour, assumptions and stereotyping
- Seeking support and guidance when we need it, for ourselves and others
We do not:
- Tolerate abuse of trust and power including bullying, intimidation, harassment, discrimination or victimisation in any of our activities
- Use language, make suggestions or offer advice which is inappropriate, abusive, sexually provocative, demeaning or culturally inappropriate
- Allow or engage in any kind of physical contact that is inappropriate or potentially abusive
Last year we helped
Citizens Advice North Hertfordshire is here for everyone who needs us. Last year we saw the number of issues and contacts per client increase, reflecting the difficulties facing local residents as a result of the start of the cost of living crisis.
More people need us than we can currently serve. Your support will enable us help more people who need us, now and in years to come.