The customer journey for claims made to the localised Scottish welfare fund in Clackmannanshire

1. The customer journey for claims made to the localised Scottish welfare fund in Clackmannanshire • Andrew Collinge - Project Coordinator • Revenues and Payments Service, Clackmannanshire Council

2. Aims of the Welfare Fund

3. Main features of the Fund within Clackmannanshire • Awards from the Fund will be made on individual merit to those with the highest need as the total amount of awards made in any financial year will be cash limited. • The council will be taking a multi-disciplined approach in providing support to customers through not only awarding Grants but also providing sign posting and welfare advice when required. • The two forms of support provided by the Welfare Fund in Clackmannanshire will be: • Crisis Grants will be awarded to prevent an immediate deterioration to an applicants health by providing short term access to goods such as food, clothing and consumables. • Community Care Grants will be awarded to assist customers remain or move back to the community after a period in supported or unsettled accommodation. Grants will include items such as beds, furniture and white goods.

4. Aims of the Fund within Clackmannanshire • The aims of the Welfare Fund in Clackmannanshire are to: • Assist in the alleviation of poverty within the county. • Safeguard people in their own homes. • Help people obtain the assistance that they need through signposting and referral. • Support the elderly and vulnerable within the county. • Assist in the reduction of repeat offending. • Keep families together. • Sustain customers tenancies and provide support in the prevention of homelessness within the county. • Award Grants to customers based on their individual circumstances.

5. Challenges Faced • Challenges faced in implementing the new Welfare Fund: • Challenging timescales. • Limited resources. • Lack of available guidance and data. • Procurement issues. • Lack of management buy in from other Services within the Council. • No Service other than Revenues and Payments prepared to take on the task.

6. Crisis Grants

7. Crisis Grant Award Types • Award type examples: • Food. • Clothing. • Key consumables for infants (e.g. nappies, formula). • Heating. • Travel to hospital. • Emergency accommodation. • Payment methods will include: • Supermarket vouchers. • Pre-payment debit cards. • Travel vouchers and warrants. • Support will not include: • Cash and bank transfers.

8. Journey Map for Crisis Grant Applications

9. Application Process for Crisis Grants • Applications from customers or their appointee will be made in person, by telephone or via internet. • The customer or their appointee will provide evidence that applicant is in receipt of the relevant Income Related Benefit or this will be confirmed by the Revenues and Payments Service via the DWP. • The Council will confirm with the applicant or appointee that the customer has suffered a disaster to their home or that as a direct result of the inability to afford goods or services that the health of the applicant or their partner will immediately deteriorate. • The Council will require evidence of the above by either: • Relevant evidence from the customer or their appointee based on the circumstances of the case. • Confirmation of the circumstances of the case from the referring department.

10. Application Process for Crisis Grants • Application process continued: • Where the customer has needs which are not being met or have not been assessed by a specialist provider, the customer will be signposted to the relevant specialist provider to assess their needs. • The application at this stage will still be taken if it is their first claim and they meet the necessary criteria. • The applicant will however be informed that any subsequent Crisis Grant applications (even for different reasons) will not be given until the customer has presented to a specialist provider if it is deemed appropriate.

11. Assessment Process for Crisis Grants • Once it has been established that the customer Is eligible to make a claim for a Crisis Grant, the Revenues and Payments Service will then make a financial assessment to ascertain if the customer has any other immediate access to any other form of financial assistance. • Revenues and Payments will then process the application and inform the customer of the outcome by telephone and will also post a copy of the award letter to the customer. If the application is successful the award may be made pending the provision of evidence from the applicant or the specialist provider. • If it is determined that the customer is unsuccessful in their application, Revenues and Payments will notify the applicant of their appeal rights over the telephone and will also notify the customer of these rights in writing. • Revenues and Payments will also provide any additional signposting advice for Welfare Benefits or signpost to an advice agency should appear that the applicant may be entitled to additional welfare benefits or Tax Credits.

12. Award and Appeal Process • If the decision is successful and is made: • Before 1 pm., the customer will be able to collect the relevant method of payment from a designated office within the Council. • After 1 pm., the customer will be able to collect the relevant method of payment from the designated office after 9 a.m. the following day • If the decision is unsuccessful the Revenues and Payments Service will deal with appeals as follows: • A dispute over a Crisis Grant should be made within 5 working days of notification or longer if necessary. • The appeal should be made in writing. • The appeal should be made by the applicant or their appointee.

13. Award and Appeal Process • Award and Appeal process continued: • When an appeal is made, Revenues and Payments will then conduct a review of the decision by either a senior officer or manager and will then advise an officer of the decision within 3 working days of the appeal being received. • A different officer to the one who made the original decision will then contact the customer with the outcome of the appeal over the telephone and in writing. • If the appeal is unsuccessful, the customer will be notified of their further appeal rights over the telephone and in writing based on guidance provided by the Scottish Government

14. Community Care Grants

15. Community Care Grant Award Types • Award type examples: • Beds and bedding. • Essential furniture. • White goods. • Essential cooking utensils. • Floor coverings. • Essential home furnishings. • Travel costs (e.g. hospital, funeral and prison visits). • Goods will be provided under a National Framework Agreement through Scotland Excel. If good are not available through the Agreement they will be sourced from local providers.

16. Journey Map for Community Care Grant Applications

17. Application Process for Community Care Grants • Applications for Community Care Grants will be made electronically or by paper based forms, Council staff will be able to assist the customer with the application if required. • Applications can be made by the customer or an appointee and confirmation will also be accepted that a third party agency e.g. Social Services can act on behalf of the customer with the consent of the client. • The Council will decide if the customer/partner meet the qualifying conditions and will require evidence of one of those qualifying conditions by either: • Evidence provided by the applicant or their appointee based on individual circumstances of the case or, • Confirmation of the circumstances of the case from the referring department.

18. Application Process for Community Care Grants • Application process continued: • Where the applicant has health, support or care needs which are not currently being met or have not been assessed by a specialist provider, the applicant will be signposted to the relevant specialist provider to assess their needs Community Care Grants will not be awarded until the applicant has presented to the specialist provider.

19. Assessment Process for Community Care Grants • Once it has been established that the customer is eligible to make a claim for a Community Care Grant, the Revenues and Payments Service will then make a financial assessment which will involve an assessment of the income and expenditure of the customer to establish if they have any excess income or capital that could be used to meet some or all of the required support • Revenues and Payments will then process the application and inform the customer of the outcome by telephone and will also post a copy of the award letter to the customer. • If the application is successful the award may be made pending the provision of evidence from the applicant or the specialist provider.

20. Assessment Process for Community Care Grants • Assessment process continued: • The Council will then process the application as follows: • If the application is fully complete, the Council will contact the applicant or appointee within 5 working days with a decision. • If the application is incomplete, the Council will contact the applicant or appointee for further information. Once all relevant information has been provided , the Council will contact the applicant within 5 working days with a decision.

21. Award and Appeal Process for Community Care Grants • If the application is successful, awards will be provided in line with the applicants needs but not within 48 hours of the award decision. • If the decision is unsuccessful the customer should appeal against the decision within 5 working days of the notification of the decision be made or as longer time as necessary. • The appeal should be made in writing. • The appeal should be made by the applicant, their appointee or by a third party with the consent of the customer.

22. Award and Appeal Process for Community Care Grants • Award and Appeal process continued: • When an appeal is made, Revenues and Payments will then conduct a review of the decision by either a senior officer or manager and will advise an officer of the decision within 3 working days of the appeal being received. • A different officer to the one who made the original decision will then notify the customer of outcome of the appeal over the telephone and in writing. • If the appeal is unsuccessful, the customer will be notified of their further appeal rights over the telephone and in writing based on guidance provided by the Scottish Government.

23. Questions