Social Security Charter: measurement framework

A people's service

Are clients experiencing a service that reflects the human rights values as set out in Our Charter when interacting with Social Security Scotland?

Staff attitudes reflect an understanding of and values dignity and respect as set out in Our Charter

• X percentage of clients said they were treated with kindness
• X percentage of clients said they felt trusted by staff
• X percentage of clients said staff listened to them
• X percentage of clients said they felt staff did all they could to make them feel comfortable
• Examples of treatment that made clients feel comfortable, kindness, trust, listening and examples of treatment that was less so and Social Security action taken

Clients do not experience discrimination

• X percentage of clients said staff did not discriminate against them
• X percentage of clients who experienced discrimination said they felt able to challenge it
• X percentage of clients who felt discriminated against that did challenge that discrimination
• Examples of good practice and examples of discrimination (if any) and Social Security Scotland action taken

Clients experience good service

• X percentage of clients said they were kept updated
• X percentage of clients said they thought the decision was accurate from the first time
• X percentage of clients said they were paid when Social Security Scotland told them they would be paid from the first time
• X percentage of clients said they were paid the amount Social Security Scotland told them they would get from the first time

How well are Social Security Scotland staff delivering the charter commitments?

Clients find staff knowledgeable and approachable

• X percentage of clients said staff were knowledgeable about the social security system
• X percentage of clients said the decision was explained so that they understood it
• X percentage of clients (who disagreed with a decision) said they felt able to challenge it
• Examples of when staff were knowledgeable, of how they explained decisions well, of clients feeling able to challenge and examples of not understanding decisions, examples of why clients felt unable to challenge and Social Security Scotland action taken

Staff are well trained

• X percentage of staff said their knowledge of social security in Scotland was good/ x percentage of staff said they get the information they need to do their job well
• X percentage of staff said they knew about a range of advice and advocacy services that were convenient for clients
• X percentage of staff said they knew how to refer people to advice and advocacy services
• X percentage of staff said they knew enough about the appeals process to explain it clearly to clients
• X percentage of staff said they were confident that they could deliver a service without discrimination
• X percentage of staff said they understand client needs
• Examples of knowledge (including knowledge of how not to discriminate) and training and examples of more support needed by staff and Social Security Scotland action taken

Staff are well supported

• X percentage of staff said they had the tools they needed to do their job well
• X percentage of staff said they had good support from their line manager
• X percentage of staff said they would speak up if they saw issues in the Agency
• X percentage of staff say they feel confident to deliver a service that reflects the values of a human rights based system as set out in our Charter
• Examples of good support for staff and staff confidence and examples of any additional staff needs, and why, those who do, lack confidence and Social Security Scotland action taken