Social Security Charter Review: research findings

14. Workshop 2: A people’s service and processes that work

The second workshop with the core client group took place in July and 14 participants took part. The aim of the workshop were to consider in detail the first two sections of the Charter: A people’s service and Processes that work. Participants were asked about their overall impressions of each section and how the content aligned with their priorities, as discussed at the first workshop. Researchers guided participants through these sections line by line, highlighting potential areas for particular attention. These areas were identified based on the groups’ priorities and findings from the first phase of research. The sections below outline the findings from these discussions. Charter commitments are presented in boxes to provide context.

14.1 Section one: A people’s service

This section is made up of 13 commitments that will be delivered by the Scottish Government and Social Security Scotland. The descriptor line for this section is: ‘We are here to help you get everything you’re entitled to’. This section also includes a list of five statements about things clients are responsible for under the sub-heading, ‘Please help us by’.

There was positive feedback about the themes covered by the commitments in section one and general agreement that the content covered the right sort of topics.

“They [section one commitments] seem sound principles for a service. I would be happy if I thought that was how I was going to be treated and how the service worked.” Core client group participant

“I think they are all pretty clear and concise…Everything is laid out really openly and honestly.” Core client group participant

There were several areas where participants wanted to see further clarity about what the commitments mean in practice. Examples are given below where participants highlighted the need for further clarity.

Commitment 1.4 Support you through your application, keeping you updated and explaining what will happen and why

Commitment 1.6 Refer you to independent advice and support if you want extra help with your application or appeal. You are also entitled to ask someone that you know to support you

Commitment 1.10 Refer you to other organisations, services or forms of help where they could help improve your wellbeing or financial circumstances

Participants said they weren’t sure what the difference was between being ‘supported’ and ‘referred’. There was uncertainty about what “support looked like in practice”. Some raised concerns about potential conflicts of interest and to what extent advice was independent. Some participants highlighted that commitments 1.6 and 1.10 did not chime with their own experience but could be helpful to clients. Related to commitment 1.4, participants returned to the priorities they had identified at the first workshop. They reiterated how important it was for clients to be kept up-to-date on the progress of their applications.

“There has to be some clarity around [commitments] 4 and 6.” Core client group participant

“Some people don’t want to use Social Security Scotland ‘cause they won’t advocate properly, there’s a conflict of interest.” Core client group participant

Commitment 1.5 Ensure staff are knowledgeable about social security to help you get what you’re entitled to

Participants flagged experiences where staff had been unable to answer questions and where clients sometimes had more knowledge than staff. Participants said that although it was important for staff to be kind and treat clients well, it was just as important for staff to have the right knowledge to support clients. Participants said they would like to see more information about how staff are supported to have the right knowledge and skills.

Commitment 1.8 Be honest, provide clear reasons for decisions and explain what to do if you disagree

One participant said it was important to be careful when using terms like ‘honesty’, because the lack of updates and poor staff knowledge can lead some clients to question how far Social Security Scotland are open and transparent.

Commitment 1.11 Tell you if we think you might be entitled to benefits not delivered by Social Security Scotland

There was mixed feedback about commitment 11. One group of participants felt it was important to retain this commitment as it was helpful to clients to be given information about other forms of support. Others felt this might lead to clients claiming benefits they aren’t entitled to. These participants said it would be better to update this commitment to say clients will be made aware of other support without being given potentially incorrect assurances about eligibility.

Commitment 1.12 Recruit people who care about delivering a service based on equality, respect, dignity and human rights

One group of participants highlighted commitment 12 as an example of where the intention was right, but the commitment didn’t explain how it would happen.

“How do you ensure that you do that…how do you ensure that actually happens?” Core client group participant

In the ‘Please help us by’ section of A people’s service, statements three and four relate to clients providing information to support their applications and keep their records up-to-date. Participants said these statements weren’t clear enough on what information Social Security Scotland needed from clients. Participants wanted further clarity on the process of providing information and what this looks like and who it is from.

14.2 Section two: Processes that work

This section is made up of 12 commitments that will be delivered by the Scottish Government and Social Security Scotland. The descriptor line for this section is: ‘We will design services with the people who use them’.

Again, participants gave positive feedback about the themes covered by the commitments in this section. When asked if the commitments were being delivered, one participant noted they were “very positive” but also “a work in progress”. One group were particularly positive about the first six commitments in section two.

“[Commitments 1-6] are all good and positive points.” Core client group participant

As with section one, participants made a range of comments about where further clarity was needed. These are described below.

Commitment 2.2 Recognise your time is precious and handle your application and enquires as quickly as we can

Reflecting discussions in the first workshop, many participants again emphasised the importance of timescales and updates. There was some negative feedback about the word ‘quickly’. As described in workshop one, participants disliked terms which were vague and open to interpretation. Some participants emphasised that it shouldn’t be left up to clients to “chase” decisions as this could lead to stress which “takes over [a client’s] whole life”. Rather, participants said Social Security Scotland should proactively keep clients updated on the progress of their applications. There was also a suggestion for the Charter to include a timeline to help clients understand the various stages of the application process. Participants said it was also important to include information on what to do if timescales weren’t met.

“The ‘quickly’ thing, could be rephrased. Time has a different meaning for everybody.” Core client group participant

Commitment 2.10 Only carry out a face-to-face assessment for disability benefits when we are not able to make a decision with information that is already available

Commitment 2.11 Ensure face-to-face assessments are carried out in a way that puts your wellbeing first

Commitment 2.12 Make sure that face-to-face assessments are carried out by qualified staff who understand your condition and the impact is it having on you

These commitments relate to a process for gathering information about a client’s health condition in relation to their application for a disability benefit. The Charter uses the language used in the DWP system, and refers to these as ‘assessments’. Social Security Scotland uses different language and describes these appointments as ‘consultations’. There was positive feedback about updating the language to reflect the term used by Social Security Scotland and about the term ‘consultation’ itself. Participants felt this term reflected more collaboration between staff and clients.

“[The term consultation] gives the feeling of a two-way thing rather than us looking at you. Consultation promotes the idea of both sides, so it’s a good idea.” Core client group participant

There was further feedback about changes to these commitments. Some participants suggested the commitments could be brought together or otherwise edited down. There was also a suggestion that some clients may prefer consultations to discuss their health condition. Participants also wanted clarity on the decision making process particularly who makes decisions, and their knowledge, skills and qualifications. There was a substantial discussion about what the term ‘qualified’ means in reference to Social Security Scotland staff. Some participants said staff they had interacted with had lacked knowledge about health conditions. These participants emphasised that ‘qualified staff’ should mean staff “who understand your condition”.

“If the staff have got the right skill base, the right knowledge, that’s what people want to know.” Core client group participant

14.3 Overall reflections on the first two sections of the Charter

A key theme across comments about sections one and two was changes to improve the clarity of commitments and explain terms and phrases participants felt were unclear or unfamiliar. Participants were also keen to see changes to make sure commitments aligned with Social Security Scotland processes and how things work in practice. Participants also wanted to see information about key processes, such as decision making and consultations. There was further feedback about the need for information on how long processes take and updates for clients on the progress of their applications or queries.