We remain committed to ensuring that our recruitment and selection processes are inclusive and support our inclusive employer plans. Our staff profile shows that 71% are female and 29% are male. 20% of staff have identified themselves as being disabled or having a long-term health condition. 17% are Black, Asian or Minority Ethnic. 12% are Lesbian, Gay or Bisexual and 0.9% are Trans or Non-Binary. We have made considerable progress in how we support staff wellbeing and have built on our wellbeing forums to encourage peer-to-peer support. We have increased our wellbeing capacity to continue to build a sustainable, future-focused wellbeing provision. We have launched our new learning platform and continue to work in partnership with leading skills providers to offer digital learning to national and local staff. Volunteers Volunteers have continued to be vital to the Citizens Advice service throughout the last year. Many existing volunteers have adapted incredibly well to changes in service delivery, working remotely from home to provide information and advice to clients, over the phone and via digital channels. We also recognise that some have not been able to actively volunteer during this difficult year and we look forward to welcoming them back when they’re able to return. Our volunteers continue to help clients get the help they need for the issues they face and also continue to support the service in other roles—as trustees, undertaking research and campaigns, fundraising and providing general administration and support to local Citizens Advice services. Whatever their role, we thank all our volunteers for their dedication, commitment and support to the service. We ran our first ever nationally coordinated volunteer recruitment campaign, recruiting over 500 new remote volunteers for information and advice-giving roles, for nearly 150 local Citizens Advice offices across England and Wales. Witness Service volunteers This has been an extraordinary year for Witness Service volunteers. They had to cope with an initial withdrawal of our face-to-face support and adapt to supporting witnesses with all the changes and restrictions caused by social distancing measures. At the same time, our team leaders had to find ways of keeping in touch with volunteers, manage rotas and make the same adaptations to safety measures as volunteers. One key volunteering challenge faced by the Witness Service over this period has been capacity. Our number of active volunteers fluctuated as lockdowns were brought in and eased in England 49 Our structure, governance and management