Publication - Research and analysis
Developing the Social Security Charter: co-design process
Report on the process used for development of the Scottish Social Security Charter.
Annex E – Charter Content Checklist
| Scottish Social Security Charter: What is important to people with lived experience of social security Please note: statements without vote numbers were added after the survey | |||
|---|---|---|---|
| ID no | Statement | Votes | % of votes |
| Theme No 1: Clients role and status | |||
| 1.1 | Clients are claiming a human right not looking for a hand out | 198 | 15% |
| 1.2 | Clients have as much information as they want about their claim in a way they can understand | 175 | 13% |
| 1.3 | Clients can get advice and advocacy when they need it | 153 | 11% |
| 1.4 | Clients have a choice of how they talk to, contact and work with the social security agency | 134 | 10% |
| 1.5 | Clients are considered trustworthy from the start | 120 | 9% |
| 1.6 | Clients know how much money they will get and when they will get it | 119 | 9% |
| 1.7 | Clients are told as soon as possible if the amount of money they will get or when they get it changes | 87 | 6% |
| 1.8 | Clients respect and trust Social Security staff | 86 | 6% |
| 1.9 | Clients are involved in research to find out if the promises in this Charter are being kept | 67 | 5% |
| 1.10 | Clients are always consulted about new services and making services better | 61 | 5% |
| 1.11 | Clients are open and honest, trustworthy, polite and understanding | 50 | 4% |
| 1.12 | It costs clients nothing to claim social security benefits | 49 | 4% |
| 1.13 | Clients are involved in staff training | 43 | 3% |
| Totals | 1342 | 100% | |
| 1.14 | Clients should know who to contact for any social security situation and how to ask for their needs to be met | Not applicable | |
| 1.15 | Clients should be made to feel able/comfortable when asking for their needs to be met | Not applicable | |
| Theme 2: Staff behaviour | |||
| 2.1 | Staff take care of clients, treat them as individuals not a number | 210 | 16% |
| 2.2 | Staff know about and understand the barriers and difficulties clients can face | 200 | 15% |
| 2.3 | Staff support clients to get the all the income they have a right to | 196 | 14% |
| 2.4 | Staff never judge clients or make assumptions about them | 169 | 12% |
| 2.5 | Staff are open and honest, they listen to clients, they are kind and polite | 168 | 12% |
| 2.6 | Staff know about other services or chances/opportunities that can help clients and help them to get them | 140 | 10% |
| 2.7 | Staff never tell anyone outside the agency anything about clients, without their permission | 74 | 5% |
| 2.8 | Staff acknowledge and learn from mistakes | 64 | 5% |
| 2.9 | Staff are flexible within the rules of social security | 52 | 4% |
| 2.10 | Staff understand that having different types of people is good for Scotland | 43 | 3% |
| 2.11 | Staff know all about who can claim each benefit | 38 | 3% |
| 1354 | 100% | ||
| 2.13 | Staff know about and help clients to get accessible formats, translations and other support for needs | Not Applicable | |
| Theme No 3: Processes | |||
| 3.1 | Assessments are done in a way that causes as little stress as possible | 260 | 20% |
| 3.2 | Assessments are done by people who are specialists in the condition being assessed | 255 | 19% |
| 3.3 | Assessments are only done when there is no other way to find out if a person qualifies for the benefit | 245 | 19% |
| 3.4 | Assessments are always done by people who work in the not-for-profit public sector | 193 | 15% |
| 3.5 | Assessments can sometimes include a professional that knows the client well with your permission | 135 | 10% |
| 3.6 | Social Security processes are easy to understand | 102 | 8% |
| 3.7 | People who have claimed social security help to design social security processes | 70 | 5% |
| 3.8 | Processes are accessible to all | 61 | 5% |
| 1321 | 100% | ||
| 3.9 | Advocacy should be well resourced | Not Applicable | |
| 3.10 | Payments should be enough to ensure that clients can take part in society | Not Applicable | |
| Theme 4 : Social Security System | |||
| 4.1 | Social security is a public (not private) service | 250 | 19% |
| 4.2 | The Agency works to tell people about their right to benefits and how they can get them | 203 | 15% |
| 4.3 | The social security system is the same all across Scotland | 141 | 11% |
| 4.4 | The Agency gets decisions 'right first time' | 127 | 10% |
| 4.5 | The Agency looks for ways to work with other organisations which will help them to help clients | 118 | 9% |
| 4.6 | The Social Security Agency works in a way that does not waste time or money | 106 | 8% |
| 4.7 | The Agency admits and learns from its mistakes | 104 | 8% |
| 4.8 | People have a reasonable choice about how they contact and work with the Agency | 81 | 6% |
| 4.9 | The social security system is flexible within the rules | 79 | 6% |
| 4.10 | The system changes to keep up with changes in society | 72 | 5% |
| 4.11 | The Agency's service keeps getting better | 50 | 4% |
| 1331 | 100% | ||
| Theme 5: Wider social security culture in Scotland | |||
| 5.1 | Social Security payments are enough to make sure clients can take part in society | 301 | 23% |
| 5.2 | The Scottish Government uses the social security system to help reduce poverty in Scotland | 286 | 21% |
| 5.3 | Social security is seen by people in Scotland as a human right | 226 | 17% |
| 5.4 | The Agency and Scottish Government will work to reduce any 'stigma' surrounding clients | 209 | 16% |
| 5.5 | The Scottish Government reviews payments every so often and increases them over time | 160 | 12% |
| 5.6 | People in Scotland feel a part of and proud of their social security system | 153 | 11% |
| 1335 | 100% | ||
Contact
Email: Julie Guy
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