Social Security Experience Panels - Seldom Heard research programme: wave 2 report

What’s next

The chart below summarises the barriers that Seldom Heard Groups faced, the corresponding enablers and suggested improvements and sets out the actions Scottish Government and Social Security Scotland will undertake (or has already undertaken) to address these barriers.

Barriers:

The benefit system is complex and difficult to understand

Enablers:

• Flexibility in the benefit system
• Key role of third sector organizations and support workers (for information, advice, and support)

Action:

A general duty to promote the take-up of devolved benefits is enshrined in the Social Security (Scotland) Act 2018. The Scottish Government have, to date, published two benefit take-up strategies that set out approaches to maximising take-up, including addressing the barriers which prevent take-up, such as raising awareness of social security entitlements.

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 two benefit take-up strategies include engaging with stakeholders and partner organisations to address barriers to benefit take-up. The second Benefit Take-Up Strategy involves increased focus on engaging with organisations who represent seldom-heard groups. 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 are also 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.

Barriers:

Difficulty finding information from official government channels

Challenges with access to information and applications online

Enablers:

• Consistent and comprehensive Information
• Various channels of communication and support
• Preferences for face-to-face support

Action:

Social Security Scotland has introduced inclusive communication approaches in all its work; pledging to provide clear and accessible information, and transparent explanation of the eligibility criteria for each benefit.

There is a range of ways to apply for Social Security Scotland benefits, 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.

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 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. There are currently 195 venues across the country where clients currently attend, along with home visits and remote appointments via telephone or video conferencing. Specially trained client support advisers provide pre-application advice and support to encourage people to take up the benefits and payments they are entitled to.

The Scottish Government fund the Social Security Independent Advocacy Service which provides free support to disabled people when they are accessing and applying for Social Security Scotland assistance. The service enables clients to have their voice heard, express their views and feel understood ensuring clients are fully involved in processes and decisions which affect them.

Barriers:

Stigma from DWP and Jobcentre Plus staff

Enablers:

• Specialized training of benefit staff
• Approachable and empathetic staff
• Benefit staff to be aware of mental health conditions and experiences of trauma

Action:

Social Security Scotland and the Scottish Government have taken a range of steps to ensure that dignity, fairness and respect are embedded in all aspects of the new system. Our Charter was co-designed with prospective clients 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 was developed with input from stakeholders. The guidance supports staff to appreciate the impact of living with mental health conditions, other fluctuating conditions, and learning disabilities, amongst others.

Barriers:

Complexity of the application forms and application processes (prescriptive, repetitive and long)

Difficulties with getting supporting information

Enablers:

• Simplification of application processes

Action:

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.

Social Security Scotland support individuals in understanding what supporting information would be helpful and how to get it. They can also gather supporting information on people’s behalf if they prefer. One piece of supporting information from a professional per application, where possible. This is to confirm the applicant's conditions, disability or needs. If this cannot be provided or gathered, for example because it doesn’t exist, the application can still be processed.

Supporting information to help understand the impact the applicant’s conditions or disability have on their day-to-day life can be provided by a wide range of professionals or from people who know the applicant well, such as friends or family. Equal consideration is given to all types of supporting information.

Barriers:

Challenges with health assessments

Enablers:

• Assessments carried out by medical professionals
• Reconsider frequency of assessments for people with health conditions unlikely to change
• Medical evidence to weigh heavier for health assessments and award decisions

Action:

Adult Disability Payment consultations are carried out by qualified practitioners who have experience of working with people with different conditions and disabilities.

Awards have no fixed duration and payment will continue during any review of a person's entitlement. Social Security Scotland have also introduced indefinite awards for some people whose condition is unlikely to change and are receiving the enhanced rate of both components of ADP or similar.

Barriers:

Financial difficulties due to long waiting times of benefit payments

Enablers:

Reduce waiting times of application processes and payments

Action:

At the moment, some award decisions are taking longer than it is desired. This is often because Social Security Scotland gather supporting information on behalf of clients. Collecting this information on behalf clients is a key difference between Social Security Scotland and the DWP.

Social Security Scotland is planning to speed up processing times by working with groups and organisations who most often provide supporting information from clients. Through this, they are finding ways to simplify the process. For example, Social Security Scotland recently introduced an option for GPs to upload supporting information online.

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, The Scottish Government 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.

The Scottish Government will continue to call on the UK Government to act on these recommendations.