Course Materials

Citizens Advice Hampshire Online Course Material

Please note that course handouts will be uploaded no later than two weeks before the course delivery date.

Challenging Benefit Decisions

In order to participate in the course you will need either a copy of the CPAG Welfare Benefits and Tax Credits Handbook 2020/2021 (last year's edition, mustard yellow cover), or access to an ASK-CPAG online account. Please ask your LCA for access to these resources.


Please do not feel that you have to print these documents - some are quite long - but you will need access to them during the course. You may wish to view them on screen instead:

HO1 Quiz Can they appeal
HO2 CRMR1 case study
HO3a Diary for Mrs A
HO3b ESA Descriptors
HO3c Submission for Mrs A
HO4 Find the Law
HO5 Submission and Law for Mr B


Introduction to Welfare Benefits:

HO1 The Benefit Package

HO2 Benefits Exercises



Confidence with Online Benefit Calculators

H01 Delegate Workbook

H02 Case Study Checklists

HO3 Benefits Checklist Master Copy



Introduction to Debt 1 - Exploration, Emergencies and First Steps:

H01 Debt Advice Learning Diagram

H02 Is it an Emergency

H03 Case Study and Sample Letter May 2021

H04 Budget Sheet First Go



Introduction to Debt 2 - Debt Solutions Explained:

H01 Maggie and Leroy Final Budget

H1a Maggie and Leroy SFA

H02 Debt Solutions Table (from 29-06-21)

H03 Debt Solutions Activity (from 20-06-21)



Universal Credit Level 1:

HO1 Which Element Handout

HO2 Stages Involved in making a Universal Credit Claim



Universal Credit Level 2: 

HO1 Elements Rate Chart April 2021

HO2 Calculating UC Exercises



Personal Independence Payment - Successful Applications

HO1 PIP Descriptors

HO2 Quiz - How many Points

HO3 Specimen PIP2 Form (please do not print - this document is 33 pages long)



Level 2 Award in First Aid for Mental Health (accredited)

Evaluation Form FAA-FAMH-DL

Qualification Specification FAA-MH2-DL

Registration Form FAA-MH2-DL

Resources FAA-MH2-DL


Skills for Advice

HO1 Questioning Exercise

HO2 Link to the Essential Information Questions Booklet on Docebo (you must log into Docebo to access this document)

HO3 Surinder and Stella - Summarising exercise




Quality in Case Recording

1. Framework across all topics and all levels of advice

2. Well Written Housing Case Record

3. Employment Case Record 1

4. Employment Case Record 2



Train the Trainer 

Please complete the Honey & Mumford Learning styles questionnaire and bring the results to the first session. You can complete this online or by downloading and completing the questionnaire below. Please also have a copy of the attached Honey & Mumford Descriptors available for the first session.

Honey & Mumford LS descriptions

Honey and Mumford LS Questionnaire

or Complete the questionnaire online by clicking here



Introduction to Giving Employment Advice

HO1 Employment Status and Rights

HO2 Employment Rights Quiz - Questions

HO3 Dismissal Quiz

HO4 Employment Tribunal Process

HO5 Final Case Studies Questions


Supervision for New Managers & Supervisors

Leadership Styles Questionnaire

Learning Styles Questionnaire