Publication - Research and analysis
Social Security Experience Panels - Seldom Heard research programme: mobile populations
This report presents the main findings of the two waves of research with mobile populations as part of the ‘Seldom Heard Voices’ research programme.
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What's next
The chart below summarises the barriers that Mobile Populations participants faced, the corresponding enablers and suggested improvements and sets out the action Scottish Government and Social Security Scotland will undertake (or has already undertaken) to address these barriers.
| Barriers | Enablers | Action |
|---|---|---|
| The benefit system is complex and difficult to understand | Flexibility in the benefit system Key role of third sector organisations and support workers (for information, advice and support) | A general duty to promote the take-up of devolved benefits is enshrined in the Social Security (Scotland) Act 2018. Social Security Scotland and the Scottish Government to date have published two benefit take-up strategies that set out all the activity and engagement being undertaken to ensure awareness of benefits improves. Social Security Scotland will build on these findings by carrying out further research to identify and explore how best to communicate and raise awareness of benefits for seldom heard groups. The results of this research will be used to develop bespoke communication and engagement plans to support communication activity. The findings from this research will feed into a joined-up approach to improve access to information and support, and the importance of providing a range of communication options. The two benefit take-up strategies include engaging with advocacy organisations to address barriers to benefit take-up. The findings from this research will inform a targeted approach with these specific groups for the implementation of interventions committed to in the Benefit take-up Strategy. The findings from this research is used to inform stakeholder engagement which communicates changes on Social Security Scotland benefits. Activities include workshops which bring together a wide range of organisations. These workshops involve various teams across Social Security Scotland working with third sector organisations. This engagement will help organisations to provide relevant and accurate information on benefits and their eligibility to their clients. Local Delivery staff raise awareness and understanding on Social Security Scotland benefits by engaging with clients and stakeholders in local communities such as mosques, refugee centres and Gypsy/Traveller support services. |
| Difficulty finding information from official government channels Challenges with access to information and applications online | Consistent and comprehensive Information Various channels of communication and support Preferences to face-to-face support Translation/ interpretation support | Social Security Scotland has introduced inclusive communication approaches in all its work; working towards clear and accessible information, and a clear and transparent explanation of the eligibility criteria for each application form. For the benefits that have been devolved and will be replaced with a Social Security Scotland benefit, there is a range of ways to apply for the benefits they deliver including online, telephone, paper-based or face-to-face. Further, applicants will be offered support when applying for Social Security Scotland benefits. This multi-channel approach will ensure that those who cannot or choose not to adopt digital methods will not become isolated through technology. The findings on the preference for face-to-face support were fed into the development of the Local Delivery service in local communities across Scotland. This service is person-centred by providing a local presence to meet people's needs in key locations where clients currently attend and through home visits. Local delivery staff provides pre-application advice and support to encourage people to take up the payments they are entitled to. They also work with key stakeholders to offer coordinated support to refugees in local communities. Social Security Scotland offer an Independent Advocacy Service which enables clients to have their voice heard, express their views and feel understood. It is available to anyone who, because of their disability, needs support applying for our benefits. This service will make sure clients are fully involved in their application process. Social Security Scotland is committed to offer interpretation services in any preferred language in person, over the telephone or via a video call. Translations services is also offered in any preferred language. In addition to this, translating materials of benefit information is one of the key components to ensure information is accessible. We will continue to proactively produce marketing materials, such as factsheets, in 11 community languages with more than 100 languages being available for translation on request. |
| Stigma from DWP and Jobcentre Plus staff | Specialised training of benefit staff Approachable and empathetic staff Benefit staff to be aware on mental health conditions and experiences of trauma | Social Security Scotland and the Scottish Government have gone to great lengths to ensure that dignity, fairness and respect are embedded in the new system. Our Charter was co-designed to ensure that what a good system looks like is set out in full. This system includes the need for staff to be knowledgeable and empathetic. The Charter Measurement Framework (also co-designed) monitors and reports on a yearly basis the progress being made against the Charter. Decision Making Guidance for Social Security Scotland staff will be developed with input from stakeholders. They will fully capture the impact of living with mental health conditions, other fluctuating conditions, and learning disabilities. |
| Complexity of the application forms and application processes (prescriptive, repetitive and long). Information requested on processes are intrusive | Simplification of application processes | Social Security Scotland has introduced inclusive communication approaches in all its work including application processes, all systems and client/staff interactions. The design of forms and application processes are undertaken in collaboration with people with lived experience of the benefit being devolved. Social Security Scotland has provided telephone and online services to advise clients on each aspect of the application processes. The onus is on Social Security Scotland to collect supporting information to aid the decision making process of a benefit application. Clients will have the opportunity to provide information themselves or give contact details to the Agency to obtain it on their behalf. All supporting information will be considered on its own merits. Social Security Scotland will ensure that we are taking into account information from those who best understand the impact of the client's condition. |
| Financial difficulties due to long waiting times of benefit payments | Provide information to challenge a benefit decision Reduce waiting times of application processes and payments | Social Security Scotland has implemented a short-term assistance payment to cover the income reduced or stopped during a redetermination or appeal about a decision to stop or reduce a devolved disability benefit. This will ensure a client is not discouraged from challenging that decision and they access administrative justice by having to manage, for a period, with a reduced income. Universal Credit is reserved to the UK Government, and as such Scottish Ministers do not have the required powers to affect delays in processing applications and getting first payments out to applicants. However, we have written to the UK Government on several occasions specifically to ask them to scrap the 5-week wait for a first payment of Universal Credit, amongst other much needed improvements, including replacing advance payments with non-repayable grants. We will continue to call on the UK Government to act on these recommendations. |
Further to the next steps outlined above, Social Security Scotland will also undertake a full assessment of the impacts and corresponding actions required as part of their business planning and prioritisation process.
Contact
Email: socialresearch@gov.scot
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