Social Security Charter Review: research findings

17. Phase two findings: Seldom heard groups interviews

This section sets out the findings from interviews carried out with clients from seldom heard groups in August and September. Participants were asked for feedback about the Charter and what they need the social security system to be like. Participants were also asked broad questions about barriers to accessing and engaging with the social security system and how the Charter could address these.

17.1 Experiences with Social Security Scotland

Many participants were happy with their experience of Social Security Scotland. One participant said translation services had always been available to support his discussions. Some mentioned long processing times and waits to speak to an adviser on the phone. One participant said it would be helpful to receive confirmations and updates about their application.

“In general I’m very happy. I’ve never had any major issues. There’s always been a Polish translator available…Perhaps waiting times could be reduced as this can be quite stressful.” Client participant from seldom heard groups

“I expect a response. I didn’t get confirmation I made the application. I chased it four or five weeks later but impossible to get through. There was a message on webchat to say don’t chase, it was disheartening… At least an automated response email with a digital receipt so you know things have been received.” Client participant from seldom heard groups

Two participants said they had received help to complete forms and found this very helpful. One participant said it was important for the Charter to reflect that clients can get help with forms.

“I was finding it quite hard to do the application so I called up and they said they could send somebody out to my home. The person came out and helped and I sent the application out and everything was fine.” Client participant from seldom heard groups

“It’s not always about money – even being able to get forms filled out for you [is important].” Client participant from seldom heard groups

17.2 Feedback about the Charter

Overall, feedback was positive about the language and tone of the Charter. Most participants said that the wording, content and structure was clear and easy to understand. One participant gave negative feedback on the Charter language, which they felt was too simplistic.

“I think the language is very plain, very simple. I know how complex government documents can be.” Client participant from seldom heard groups

“…almost patronising in the choice of language. Plain English agenda but I find it patronising, a few bigger words that explain it and sound less government speak.” Client participant from seldom heard groups

Some participants said having a charter demonstrated a respect for clients within the social security system. They felt it showed that clients’ needs and wellbeing were given important consideration.

“Having the Charter suggests respect, it looks like people who get this support are important because it’s not like there is indifference as to how [clients] feel.” Client participant from seldom heard groups

“The fact that it exists is a huge positive.” Client participant from seldom heard groups

Participants were positive about the values set out in the Charter. Participants said the Charter set standards and expectations about how social security is delivered. For example, there was positive feedback about the inclusion of commitments around tackling discrimination and stigma. Another example was commitments on recruitment and training which participants said showed how Social Security Scotland aimed to deliver these commitments in practice.

“The Charter is very good because it allows everybody to know where they stand from the beginning. The Charter mentioned what the staff stands for and the client will know what the organisation is trying to deliver.” Client participant from seldom heard groups

“I really liked publicly challenging the myths and stereotypes about social security to help reduce stigma and negativity.” Client participant from seldom heard groups

Although there was positive feedback about the values of the Charter, some participants were keen that it should align with how services are delivered in practice. Some participants said the Charter should focus on providing clients with a realistic picture of what they can expect.

“Should be more practical than emotional.” Client participant from seldom heard groups

“If you could do the aspirational bit at the very beginning and the rest very pragmatic and honest. Most people will go okay that’s fair enough. We will try to do this within budget.” Client participant from seldom heard groups

17.3 Accountability

Participants said that Charter commitments to measure and review performance on a regular basis showed good faith from the Scottish Government and Social Security Scotland to resolve problems that may arise. One participant shared an example from their own experience with Social Security Scotland. The participant had experienced long wait times to speak to an adviser on the phone but was pleased to hear Social Security Scotland were taking actions to address this.

“They've shown a real kind of willingness to try and learn, and try and be supportive. One of the things that you know I had personally flagged up was the length of time, you know, phone calls can take to, you know, to be answered and things like that. And I know from different meetings and things that I have attended, that's been a real priority to address that. So that's been really positive.” Client participant from seldom heard groups

Participants said it was important for the Charter to focus on accountability, to be open about performance and willing to learn and improve. One participant said it would increase their confidence in Social Security Scotland’s service if they shared information about when things have gone wrong and what was done to resolve it.

“Being prepared to listen and learn from mistakes and grow from that [is important].” Client participant from seldom heard groups

“Actions rather than words, so seeing that it is actually happening…That you do what you say you are going to do…That’s how trust is built…Sharing real stories, a way of making people believe that you are being honest about it, about your service, sharing the good and the bad […] It would be helpful to see that [negative experiences] happened, and how Social Security Scotland dealt with it.” Client participant from seldom heard groups

17.4 Links with other support

Some participants suggested better communication for clients about available support. One example was a one page summary document outlining available benefits for different groups. Some participants said there should be better signposting between organisations. This included a suggestion for the Charter to include information about organisations that Social Security Scotland work with who may be able to provide other forms of support. Participants generally responded positively to suggestions made by the core client group for the Charter to include links to additional information. One participant noted that there should also be better signposting to Social Security Scotland from other organisations or services.

“…if you put it in the government agencies that you will be working with whether national or local…Then people could say have a look at the Charter to look for support.” Client participant from seldom heard groups

“It’s a good idea to give you links to help you to look and maybe you need to find something you need.” Client participant from seldom heard groups

“Nothing in [the Charter] that infers guidance or support can be offered elsewhere…I applied for Universal Credit and the Scottish Child Payment wasn’t mentioned or Social Security Scotland wasn’t mentioned…Helpful if organisations who people in need go to, say ‘you could maybe apply for this or that’.” Client participant from seldom heard groups

17.5 Communication needs

Participants highlighted several barriers related to communication. Overall, feedback reflected the need for inclusive communication and awareness of a range of communication needs.

“[Make it] as easy for everybody to navigate as possible…a lot of things these days as more and more things are sort of driven online, you can be met with just, you know, walls and walls of text... it's all about accessibility.” Client participant from seldom heard groups

Barriers included difficulties faced by clients who have a first language that isn’t English. Participants said communication in English made it difficult to understand what they have to do. Participants said it was important that written information can be translated and interpreters are available.

“When there’s too much information and then if it’s not your first language or some people are not patient when reading and if the information is too much they can get lost.” Client participant from seldom heard groups

“Sometimes you need someone to know exactly what is going on and it may not be easy to explain as my first language is Arabic. I know they offer other languages by post but by phone it would be better to have an interpreter available.” Client participant from seldom heard groups

Types of communication were also important to participants. One participant described being directed toward a method of applying for benefits that they could not use because they did not have the correct ID or functionality on their phone. This participant suggested giving applicants advance notice of the materials and tools that they will need to apply. One participant said their visual impairment could make it difficult to engage with information online. The participant was very pleased that Social Security Scotland offered home visits for clients as this suited their needs.

“I had to do something with my smartphone but it didn’t have the function that was needed, so I couldn’t use that option, so it was another problem. If this process demands specific functions on the smartphone, it would be better to have this highlighted at the beginning.” Client participant from seldom heard groups

“I am visually impaired and it is a case for a lot of different services that if you go online very often it is hard to see what it is literally on the screen…getting technology does help but very often you need help to get the technology so you can get online…The fact you have people coming here to my home, that was brilliant, absolutely fantastic.” Client participant from seldom heard groups

17.6 Communicating the Charter

In general, and in line with previous findings relating to seldom heard groups, participants described a lack of awareness regarding what services they were eligible for. For example, where someone was digitally excluded and was unable to access online materials, or where a participant who is a refugee was encountering the Scottish social security system for the first time.

“We didn’t know if there was any organisation we could approach for help with the benefits system and for that reason there was a lot of time wasted, because we did not apply in time we had to borrow money from people to spend on what we needed…there should be something in place so that as soon as somebody arrives in Scotland to provide this information.” Client participant from seldom heard groups

Participants gave a number of suggestions about different ways of communicating the Charter with clients. One suggestion was to make it available as audio narrated by a human, rather than computer, on the Social Security Scotland website or via a dedicated phoneline. Participants said it was important the Charter was available in different languages. There was also a suggestion to include visual elements such as diagrams or charts in addition to written text. Others said a summary version would encourage people to read it.

“Your customer can have English as another language. Lack of charts or diagrams, I like to see them.” Client participant from seldom heard groups

“Slightly longer than some that I have seen, so maybe an idea to have a kind of, almost like, an abridged version… with the most important points.” Client participant from seldom heard groups

Some participants also gave suggestions about where the Charter should be promoted. One participant suggested engaging with community and cultural groups to raise awareness. Some said the Charter should be distributed as paper or leaflet copies in-person at meetings or outreach events. Although, one participant had a concern about the potential costs of printing the Charter.

“We also have in Edinburgh and Glasgow a Ukrainian community, you could have a poster there or have some staff there to share some information and advertise there.” Client participant from seldom heard groups

“A flyer or booklet would help people to understand. Maybe every year or six months, like a newsletter. Aims and purpose and what they are going to do in the future.” Client participant from seldom heard groups

“…if on paper then that’s quite an expensive, thousands of copies, a lot of money in a time of austerity. As a member of public I take umbrage as that could be put in the public purse for something useful.” Client participant from seldom heard groups

17.7 Changes to the Charter

The feedback from clients from seldom heard groups covered many of the same themes raised in other strands of the research. For example, positive feedback about the values in the Charter and how they shape the delivery of social security. Accountability against commitments was also again raised as an important theme. Providing clients with additional ‘useful information’ was supported by participants, who welcomed the idea as helpful and offered suggestions about what should be included.

Changes to a small number of commitments were made to reflect what clients from seldom heard groups had said about their priorities and some of the key barriers they face. For example, further clarification was added about the ways Social Security Scotland can support clients to make applications. There was also some rewording of commitments in section four about the awareness and take-up of benefits. Changes were made to highlight that information would be shared with a range of communities at convenient locations. Lastly, some changes were made to commitments related to communication to make sure they covered different client needs and preferences.