Notes for Partnership Managers – to be removed prior to issuing/presenting

1. Professor Harrington’s Review of the Work Capability AssessmentUpdate on Year One RecommendationsVersion 1 - 25 October 2011

2. Notes for Partnership Managers – to be removed prior to issuing/presenting This presentation is to support local face to face engagement with Customer Representative Groups on the Harrington Review Year One Recommendations. The main focus of the presentation is the changes being introduced from 31 October 2011 for new and existing ESA claimants. Additional content can be added to reflect the local position and the interests of the audience it is being delivered to. There is a supporting briefing pack which provides additional content to support each slide. The Question and Answers section on the project’s intranet page also provides further information. Any questions/issues raised by CRGs which cannot be answered should be escalated to the project via the Group Implementation Manager by email to - JCP Harrington Implementation This presentation will be updated based on feedback received and as implementation progresses.

3. Purpose of this presentation • To provide you with an update on the implementation of Professor Harrington’s year one recommendations which are the responsibility of Jobcentre Plus and Atos Healthcare; • To focus in particular on the changes being introduced from 31 October 2011 for new and existing Employment and Support Allowance (ESA) claimants; and • To provide an opportunity to discuss what the changes will mean for • individuals and yourselves.

4. A 5 year commitment to independently review the Work Capability Assessment. Year One findings… • Jobcentre Plus and Atos Healthcare procedures are often impersonal and mechanistic • The process is confusing and claimants can feel cheated • Jobcentre Plus Decision Makers “rubber stamp” Atos Healthcare assessments • “I had no idea what to expect so I became more and more anxious …” • “It was not apparent to me that supporting evidence would assist me in my claim”, “Notification of assessment comes without warning” “she received a badly set out stock letter which contained no information on why she had failed in her application” “It’s difficult. I mean, they’re a doctor. They’ve assessed the person, I don’t know enough about it to overrule what they’re saying”

5. … where are we now with year one recommendations. • Of the 14 recommendations for Jobcentre Plus and Atos Healthcare, 9 have been delivered and the remaining ones are on track to be implemented by the end of the year - A Customer Charter is displayed in all assessment centres clearly explaining the role of Atos Healthcare and what claimants should do if they are unhappy with the service they receive; - Mental Function Champions are in place to support colleagues on how to deal with every aspect of a case involving mental function or learning disabilities; • - Jobcentre Plus Decision Makers are receiving additional training on the WCA process, • specifically on gathering and using evidence to improve the standard of decision • making and quality checks on decisions have been introduced; • - A trial of issuing the Atos Personalised Summary Statement has been completed • and a separate trial of issuing the reasons for the Decision Maker’s decision • (justification) is ongoing; and • - Jobcentre Plus is introducing changes to ensure that Employment and Support • Allowance (ESA) claimants understand what is required of them and what will • happen at each stage of their claim.

6. What will the process look like for new ESA claimants from 31 October 2011 I receive a letter The Jobcentre with my ESA contacts me to award notification I attend Someone calls to check that I understand arrange a my WFI what will happen next; stressing to me the Work importance of fully completing the ESA50 Focussed I receive a call from questionnaire, identifying my chosen Interview I ring the Decision Maker to healthcare advisor, providing additional (WFI) Jobcentre Plus tell me the outcome of 11 evidence, and attending the WCA to claim ESA. my assessment and (This change is being appointment. They take 10 what will happen next further evaluated and is not yet being information to WRAG introduced nationally) complete my SUPPORT GROUP I attend the claim and 9 Assessment Centre explain what for a face to face will happen I receive my first assessment with Someone next 8 payment Atos Healthcare contacts me with appeal I write a ALLOWED hearing date 5 4 letter to 6 1 appeal 3 7 2 DISALLOWED I receive an 12 13 ESA50 14 15 questionnaire 16 17 to fill out The Decision Maker calls to I receive a letter discuss my entitlement to I receive a letter telling informing me of the I receive a ESA. I can discuss the me what will happen next, Someone calls benefit disallowance notification reasons for the decision and explaining the importance to arrange a and the WCA outcome. advising me of provide further evidence. I of completing the ESA50 WCA ( For the Trial, this appeal am advised of my options questionnaire, providing appointment at includes the Decision outcome and and if I wish to claim JSA I any additional information an Assessment Makers Justification) options am transferred to someone and attending the WCA Centre who takes my claim details appointment. Someone calls to confirm information for reconsideration Key: New Touch point (step) in process Existing/unchanged Touch point (step in process)

7. What difference will the changes make? • Claimants will better understand the process and feel more supported • Jobcentre Plus Decision Makers feel more empowered • Inaccuracies identified and additional evidence considered prior to appeal • “The letter was very useful indeed, without that letter I would not have known what to do” • “It was very helpful and I didn’t really need to ask anything because all was explained” • “Ifeel more comfortable about the decisions that I am making, more in control. I feel better about what I’m doing” • “Harrington makes the Decision Makers look properly at all the available evidence and think more carefully about their decisions. Its given us more independence” Evaluation findings from Wrexham and Oldham Benefit Centres show that as a result of discussing the evidence with the claimant, the Decision Maker has made a different decision to that which they were originally inclined to make.

8. Professor Harrington’s Year Two Review • As well as monitoring the year one recommendations, Professor Harrington has been looking this year as part of his second review at: • - The descriptors used in the assessment – mental function, fluctuating • conditions and cancer treatment • - A ‘real world’ test • - Research into ‘borderline’ cases and withdrawn claims • - The Atos computer system and consistency of healthcare professionals • Professor Harrington’s report from his second review is due to be published in November

9. Further information To include local contact details for Partnership Managers and arrangements for feedback