Tay Cities SME Skills Fund - Case Study Citizens Advice & Rights Fife

Citizens Advice & Rights Fife has been a cornerstone of support for communities across Fife for many years, offering free and impartial advice to thousands of people facing financial, legal, and personal challenges. With a team of 75 staff working across nine sites, the organisation has always taken pride in delivering trusted, community‑focused support. But over the last year, CARF has been navigating one of the most significant periods of change in its history.

Following the pandemic and the ongoing cost‑of‑living pressures, demand for support has risen sharply. In the space of 12 months, the organisation supported more than 23,500 people and helped secure almost £10 million in financial gains for residents. This level of impact has reaffirmed just how essential the service is—but it has also highlighted the need for a refreshed approach to how advice is delivered.

CARF began a major internal restructure aimed at bringing services closer to the heart of local communities. Instead of relying heavily on remote working, advisers have been re‑establishing a stronger in‑person presence within neighbourhoods across Fife. This shift has been part of a wider ambition to build a service that is more proactive, more accessible, and more aligned with the unique needs of each area.

During this transition, the organisation also took the opportunity to reflect on its long-term vision. Leaders revisited CARF’s core values—Customer, Ambition, Robust, and Fulfilling—and set out a five-year roadmap that places community-embedded support at its centre. The future model is one where advisers work more closely with local partners, intervene earlier, and use digital tools more effectively to streamline processes and support clients.

With this level of change, the development of the workforce became crucial. Staff needed the confidence, resilience, and communication skills to navigate new expectations, support clients with complex issues, and adapt to a more dynamic working environment. Investing in people became just as important as reshaping services.

That is where the training funded through the Tay Cities SME Skills Fund began to make a real difference. Through courses such as Mental Health in the Workplace, Developing Personal Resilience, and Coaching Conversations, staff were equipped with practical tools to manage pressure, support each other, and strengthen their approach to client interactions. Many team members spoke about feeling more grounded, more confident, and better able to handle emotionally demanding situations.

The ripple effect of this training could be seen across the organisation, but one example in particular stood out. Inspired by what she learned through the programme, Isla—previously working in an advisory role—found the confidence to apply for an internal management post. She has now stepped into a Service Delivery Manager role and is thriving. Her journey represents exactly what the fund aims to achieve: empowering staff to grow, take on new challenges, and strengthen the organisation from within.

This story of growth, change, and investment in people reflects the journey CARF is on: adapting to increased demand, reshaping its services around communities, and ensuring that its staff feel supported, skilled, and ready for the future.

Client Feedback

“Thanks to funding the Citizens Advice & Rights Fife team had the opportunity to complete training in Mental Health in the Workplace, Developing Personal Resilience, and Coaching Conversations delivered by Fife College. These sessions have made a lasting difference—boosting confidence, strengthening wellbeing, and improving how they support both colleagues and clients”.