Carer benefits evaluation: phase 1 - annex A - mixed methods research

Appendix 3: Review of outcomes listed in logic models

Case transfer – Progress toward outcomes

This section details progress made towards meeting each of the outcomes within the case transfer logic model.

Case Transfer Short-term (process) Outcomes

1) Individuals notified of intention to transfer, the process, payment schedule and/or any delays to this (e.g. extension to process) and reasons for this

Yes, mostly: Clients were notified of the intention to transfer by letter and generally felt comfortable about the transfer and understood what would happen. Eighty-eight per cent of survey respondents (70) understood what they had to do during the transfer or were reassured that no action was required.

Most (87%, 69) said the transfer took place in a reasonable timescale. However, six survey respondents (7%) experienced a delay, and three of these were not informed about the delay or its causes.

2) Determinations made with no need for re-application

Yes, mostly: No research participants reported having to reapply. However, a staff member said that some Carer’s Allowance clients applied for Carer Support Payment because they did not realise they already received it. This indicates that some clients were confused as to whether they had to apply for Carer Support Payment.

3) Determinations made within the period set out in the intention to transfer notice

Yes, mostly: Eighty-seven per cent (69) received their award within a reasonable timescale and 83% (66) confirmed their award started on the date Social Security Scotland said it would.

4) Value of award is transferred on like-for-like basis

Y es, mostly: 78% (62) confirmed they received payments on a like-for-like basis after the transfer process.

5) DWP appointees continue until reviewed

More data required: This was not explored as part of this evaluation.

6) Individuals are signposted to other benefits, support and services for carers

Partially: Social Security Scotland provided information to carers, but this was not always read, retained or understood by clients.

Most survey respondents (57%, 46) recalled receiving information from Social Security Scotland about wider support services available to carers. Interviewees explained that this was related to support services such as carers centres and other benefits they might be eligible for.

Others, however, did not recall receiving this information and over two-fifths (44%, 35) said they did not receive clear information on wider support services available to them as a carer. This indicates that details of external organisations supporting carers could be made clearer in communications from Social Security Scotland.

Case Transfer Short-term Outcomes

1) Individuals do not feel undue stress/ anxiety about the transfer process

Yes, mostly: The transfer was completed seamlessly for most but others expected difficulties and some felt confused or uncertain about the prospect of their benefit being transferred.

2) Experience of the process is in line with dignity, fairness, and respect

Yes, mostly: Most felt the process was delivered in line with dignity, fairness and respect due to the clear communications, the smooth nature of the process, the fact they did not have to take any action and the helpful, respectful staff.

3) Individuals feel throughout that the transfer is safe and secure (i.e. the right amount is paid on time and other benefit entitlements are not affected)

Yes, mostly: Overall, clients said they received the right payments at the right time, with no gaps in payment. Over three quarters of survey respondents (78%, 62) agreed the process was safe and secure with no breaks in payments.

However, some reported challenges with Universal Credit as a result of the transfer. In addition, the five-week gap between the final Carer’s Allowance payment and first payment from Carer Support Payment caused confusion and financial worries for some.

4) Individuals understand what is happening and when

Yes, mostly: Eighty-eight per cent of survey respondents (70) understood what they had to do during the transfer or were reassured that no action was required. A high proportion of survey respondents (85%, 67) also understood when they would get their first payment of Carer Support Payment.

5) Individuals know who to contact for help and support

Yes, mostly: Among survey respondents, 80% (63) knew who to contact for help or support, 84% (65) knew how to contact Social Security Scotland if they had any questions, and 71% (57) understood which external organisations they could contact for support.

6) Individuals understand when they will be paid, what they need to do and who they need to contact (when appropriate) or are reassured that they don’t need to do anything

Yes, mostly: Eighty-eight per cent of survey respondents (70) understood what they had to do during the transfer or were reassured that no action was required. A high proportion of survey respondents (85%, 67) also understood when they would get their first payment of Carer Support Payment, and 88% (70) knew who to report a change of circumstances to and when.

Case Transfer Medium-term Outcomes

1) Individuals feel that they have a positive relationship with Social Security Scotland

Yes, mostly: Interviewees, generally, reported positive interactions with Social Security Scotland.

2) Individuals feel treated with dignity, fairness and respect by Social Security Scotland

Yes, mostly: Interviewees, generally, felt treated with dignity, fairness and respect by Social Security Scotland.

3) Individuals understand what happens next

Yes, mostly: Eighty-eight per cent of survey respondents (70) understood what they had to do during the transfer or were reassured that no action was required. A high proportion of survey respondents (85%, 67) also understood when they would get their first payment of Carer Support Payment.

4) Individuals are aware of the benefits, support and services available to them

Partially: Most survey respondents (57%, 46) recalled receiving information from Social Security Scotland about wider support services available to carers. Interviewees explained that this was related to support services such as carers centres and other benefits they might be eligible for.

Others, however, did not recall receiving this information and over two-fifths (44%, 35) said they did not receive clear information on wider support services available to them as a carer. This indicates that details of external organisations supporting carers could be made clearer in communications from Social Security Scotland.

Case Transfer Long-term Outcomes

1) Trust in Social Security Scotland increased

More data is needed: Interviewees, generally, reported positive interactions with Social Security Scotland, but more data is needed to measure this outcome.

2) There are open and effective communications between individuals and Social Security Scotland

Yes, mostly: Eighty-eight per cent of survey respondents (70) understood what they had to do during the transfer or were reassured that no action was required. A high proportion of survey respondents (85%, 67) also understood when they would get their first payment of Carer Support Payment, and 88% (70) knew who to report a change of circumstances to and when.

3) Individuals understand their responsibilities and feel more comfortable about reporting a change in circumstances

Yes, mostly: Eighty-eight per cent of survey respondents (70) understood what they had to do during the transfer or were reassured that no action was required. A high proportion of survey respondents (85%, 67) also understood when they would get their first payment of Carer Support Payment, and 88% (70) knew who to report a change of circumstances to and when.

4) Public services treat people with dignity and respect

More data is needed: While this evaluation found that people felt treated with dignity and respect by Social Security Scotland, it did not gather data about any other public services.

Carer Support Payment – Progress toward outcomes

This section details progress made towards meeting each of the outcomes within the Carer Support Payment logic model.

Carer Support Payment Short-term (process) Outcomes

1) The process of applying for and receiving Carer Support Payment is as accessible as possible

Yes, mostly: Over nine in ten survey respondents (91%, 67) described the application process as very easy or easy to understand and most (93%, 70) found the application process straightforward. Most survey respondents applied for Carer Support Payment online (80%, 56) for ease and convenience, but paper and telephone options also exist.

2) Signposting is provided to other support and services that are available for carers

Partially: Over a third of survey respondents (37%, 27) disagreed that they received clear information about wider support services available to them with their caring role. Social Security Scotland provides this information in communications about the application process, but not all carers read or retain this information.

3) Payments are administered well

Yes, mostly: Clients reported issues relating to Carer Support Payment’s impact on other benefits they receive such as Universal Credit.

Carer Support Payment Short-term Outcomes

1) Individuals understand rules around eligibility and earnings, and the application process

Yes, mostly: Over nine in ten survey respondents (91%, 67) described the application process as very easy or easy to understand.

Eligibility criteria (31%, 16), rules around earnings (25%, 13) and how Carer Support Payment might affect any other benefits or support (23%, 12) were the aspects of Carer Support Payment that survey respondents most commonly identified as challenging to understand.

2) Individuals’ applications are handled quickly

Partially: Many interviewees did not receive a determination for several months, which they felt was too long. This financially impacted some, especially in a few cases where clients had given up work or reduced their working hours to meet the eligibility requirements.

This was a common theme among Social Security Scotland staff too, many of whom also described the decision-making timescales as too long, and clients contacting them to enquire about the progress of their applications resulted in fewer staff available to process applications.

3) Individuals are aware of the benefits, support and services that are available to them

Partially: Over a third (37%, 27) disagreed that they received clear information about wider support services available to them with their caring role. Social Security Scotland provides this information in communications about the application process, but not all carers are reading or retaining this information.

4) Individuals understand how to challenge a determination, and are clear on process and timings for re-determination decisions

Yes, mostly: Most applicants were aware of their right to a redetermination or appeal (77%, 56), how to request a redetermination or appeal (73%, 53) and the timescales involved in the process (66%, 48).

5) Individuals feel that they have been treated with dignity, fairness and respect by Social Security Scotland

Partially: Most applicants felt that the application process and their interactions with Social Security Scotland aligned with the agency’s dignity, fairness and respect principles. Conversely, some applicants and external support organisation staff felt the application process did not follow these principles. Reasons for this included the time it took to process applications, a lack of communication while the application was being processed, and difficulties contacting Social Security Scotland on the telephone.

6) Individuals understand entitlement rules for claiming backdated payments and the processes around this

Yes, mostly: Fifteen per cent (8) said it was difficult to understand how to claim backdated payments and the process and timings for this. However most clients understood their right to apply for backdated payments, with interviewees explaining that they had requested it within their application or read about it.

Carer Support Payment Medium-term^[9] Outcomes

1) Individuals who are eligible take up the benefit and get all of the support they are entitled to

More data is needed: Further data is required to determine the percentage of eligible carers who have taken up Carer Support Payment.

Findings indicate that carers would benefit from more information about wider support and other benefits available to them.

2) Individuals experience stability of support

Yes, mostly: 87% of survey respondents (84) described Carer Support Payment as a stable source of support. Respondents explained that the regular payments helped ease financial pressure, allowing them to better manage and plan household expenses. This stability not only supported day-to-day living costs but also contributed to improved wellbeing by reducing money-related stress.

3) Individuals are able to access wider support services external to Social Security Scotland

Yes, mostly: Over a third (37%, 27) disagreed that they received clear information about wider support services available to them with their caring role. Social Security Scotland provides this information in communications about the application process, but not all carers are reading or retaining this information.

4) Individuals are able to access opportunities outside of caring e.g. for education and employment

Partially: Nearly half (49%, 49) of survey respondents agreed that Carer Support Payment helps them access opportunities outside of caring, such as education and employment. For some, receiving Carer Support Payment gave them the confidence and financial breathing space to consider future opportunities, such as training or part-time study, which had previously felt out of reach due to the demands of caring and financial constraints.

5) Individuals feel that they have a positive relationship with Social Security Scotland

Yes, mostly: Nearly three-quarters (74%, 91) have a good relationship with the agency. Many described Social Security Scotland staff as approachable, helpful, and more supportive than other government agencies they had dealt with previously.

The consensus was that Carer Support Payment, as well as the application and case transfer processes, are delivered in accordance with dignity, fairness and respect.

However, while most carers felt supported and respected in their interactions with the social security system, these reflections indicate areas - particularly around communication and timeliness - where improvements could further enhance alignment with dignity, fairness and respect.

6) Individuals feel that Carer Support Payment provides recognition of the caring role they provide

Yes, mostly: Eighty percent of survey respondents (98) reported that Carer Support Payment makes them feel that their caring role is recognised. Interviewees explained that Carer Support Payment makes them feel that their caring role is acknowledged - not just in terms of financial support, but in the way the government understands and values their contribution.

However, doubts about the sufficiency of the payment and calls for it to be increased were also common themes, although this may be related to misunderstanding among clients around the purpose of Carer Support Payment.

Carer Support Payment Long-term Outcomes

1) The take up of benefits is maximized

More data is needed: More data is needed to measure this outcome.

2) Poverty is reduced

More data is needed: Respondents reported that Carer Support Payment helps to provide more financial stability, but more research is needed to determine Carer Support Payment’s impact on levels of poverty.

3) Public services treat people with dignity and respect

More data is needed: While this evaluation found that people felt treated with dignity and respect by Social Security Scotland, it did not gather data about any other public services.

4) Trust in Social Security Scotland increased

More data is needed: Feedback from clients indicates, on the whole, a positive relationship with and trust in Social Security Scotland. Nearly three-quarters (74%, 91) have a good relationship with the agency. Many described Social Security Scotland staff as approachable, helpful, and more supportive than other government agencies they had dealt with previously. However, more data is needed to measure this outcome.

How to access background or source data

The data collected for this social research publication may be made available on request, subject to consideration of legal and ethical factors. Please contact socialresearch@gov.scot for further information.