Introduction

Charities' sustainability is threatened by reduced staff and volunteer capacity, rapidly evolving client needs and an insecure funding landscape. With limited capacity, organisations must prioritise their most critical services to meet people's needs.

What to do

1. Determine risk level to members if needs are not met
   - Consider factors such as sanctions, homelessness, refusals, mental health crisis.
   - Rank each risk from low to high.
   - Read Refugee Action's how-to guide on how to conduct a risk assessment.

As face-to-face interactions present higher risk of COVID-19 infection, the most important services will need to be prioritised. Venue capacity and social distancing will play a role in dictating frequency and intensity. 

Refugee Action’s how-to guide on delivering face-to-face services safely discusses how to assess capacity.

What to do

1. Determine priority level for each service
   This should be based on level of risk and location needs. Rank priority levels as high, medium or low.
   
2. Fill in impact vs effort matrix‍

3. Understand what other services are currently operating locally
   Identify what client needs other organisations are meeting and whether they can meet demand.
   - Establish if there are any organisations that you can partner with to deliver services more effectively.
   - Ensure you collaborate to avoid duplication of work and creating confusing pathways for clients.
   
4. Review your consultation with staff and volunteers
   - Assess your capacity and resources to deliver the services you have identified as priorities.
   - Rank priority levels as high, medium or low.
   

COVID-19 has disproportionately affected some people, particularly those with underlying health conditions at risk of contracting the virus.  This will determine their ability to access face-to-face services safely, and influence what services are prioritised.

What to do

1. Ask yourself the following questions:
   How will the following factors influence ability to access remote vs face-to-face services?
   Which groups of people will be affected most?

Factors to consider

Involve the people using your services, ‘Experts by Experience’, to improve equality, diversity and inclusion.

One size doesn’t fit all. Ensure those who can’t access services through regular channels can access another way.

Resources from organisations

ACAS have equality, diversity and inclusion policy templates.

The HEAR Network have a useful Access to Services Checklist.

Charity So White’s Live position paper on Racial Injustice in the Covid-19 Response.

Refugee Women Connect have created guidance and practical recommendations for working with women to adapt services to reduce gendered harm.