Barclays Bank- Power of Attorney Team
The Power of Attorney Team deal with Power of Attorneys from Branch Staff, Attorneys and Solicitors for capable and mentally incapable customers. Our team consists of 24 people dealing with: Powers of Attorney, Court of Protection Orders, Appointeeships as well as looking after accounts for Customers where we have been advised that they no longer have the capacity to manage their own affairs and a Court of Protection Order is being applied for.
- 10 October 2013
- North West
- Local Alliances:
- Manchester Dementia Action Alliance
1. Action Plan
1. The National Dementia Declaration lists a number of outcomes that we are seeking to achieve for people with dementia and their carers. How would you describe your organisation’s role in delivering better outcomes for people with dementia and their carers?
Our aim is to raise awareness around Dementia within our department to ensure our staff understands some of the challenges and difficult decisions this Customer group will have made before submitting these documents to Barclays.
We want to make the process of submitting a Power of Attorney’s simple, and ensure that our customers can easily access information that will guide them through the process of registering a POA with the bank as well as telling them what they can expect to happen once the POA has been set up.
2. What are the challenges to delivering these outcomes from the perspective of your organisation?
Resource Challenges – Rolling out Training across all staff.
Engaging all stakeholders to ensure that any materials prepared are in line with Company Policy.
Consider what actions we can take for vulnerable Customers that do not have a POA or COP in place.
Regular reviews of all Materials to ensure they are up to date and fit for purpose
Roll Out Dementia Friends Training to the POA Team
Members of staff to attend Dementia Friends Champion Training Sessions, so we can deliver Dementia Friends Sessions within Manchester Processing Centre
Dedicated Website Page for POA’s
Complete a dedicated POA web page to assist Customers in registering a POA with Barclays.
Dedicated page launched in June 2013 – Regular Updates and amendments are on going.
Continue to promote the Power Of Attorney Guide for Customers.
This guide talks our customers through the process of registering POA’s with Barclays as well as explaining what will happen once the arrangement is set up. We want to make sure that Attorneys are aware of all the facilities available for both themselves and the person living with Dementia so Financial Independence can be maintained for as long possible.
Regular Updates and amendments are on going, and we continue to promote the use of this leaflet when speaking to Colleagues and Customers.
Arrange for Customer Surveys to be sent to Customers after submitting a Power of Attorney to ask if there is anything we could have done differently to make the process easier, and act on feed back given.
First Surveys sent out July 2013
Maintain Information Pages
Maintain Information Pages for all telephone and branch staff to ensure they have up to date information on people wanting to mange a bank account for someone else. This will be done through regular reviews of our Knowledge Information Too and by reviewing and acting upon feedback/suggestions from our colleagues to make life easier for customers.
Support for Vulnerable Customers that do not have a COP/POA in place:
Work with Branch Staff and other colleagues such as Legal and Fraud to consider what actions we can take to best support any Vulnerable Customers that do not have a COP/POA in place