Social Security Experience Panels: Carers with English as a second language

What changes did participants want?

Payment value

Some participants commented that they thought the payment rate was too low for someone who was caring full-time and had no other income. A few suggested that the payment should equal at least the minimum wage.

Quote from participant:

“The government needs to treat them as a worker.”

Language or culture

Some participants wanted to see more translated materials. For example, translated copies of any additional information that is sent with application decision letters or other communications from Social Security Scotland.

Some participants suggested ‘language-testing’ focus groups, to test understanding of terms across different communities. Some also wanted additional explanations for any terms or words that may be unfamiliar.

Others wanted to see more people from their communities represented within the workforce of Social Security Scotland. They felt that this would encourage a cultural change within the agency which would improve interactions with people from ethnic minority communities.

One Cantonese-language participant suggested that there needs to be better training for bilingual support workers, as they do not currently have the in-depth knowledge of the benefits system that is needed to help people.

Outreach and information

Many participants stated that Social Security Scotland needs to do more outreach activities within their communities to raise awareness of the benefits and support that are available to people.

Quote from participant:

“[Social Security Scotland] say social security is a human right – they should be doing more to reach out to ethnic minorities.”

Participants wanted to see more information in their first language provided at public buildings such as libraries, medical services (GPs, dentists etc.), care homes, and religious centres. Some suggested that connecting with the day-care centres or lunch club that they attended would be a good way for Social Security Scotland to do this.

Participants wanted more in-person support to help people understand the benefits system. For example, information sessions delivered by Social Security Scotland staff at public locations. A few stated that it would be helpful to have support with applications and paperwork available at these sessions.

Some emphasised that this in person support needs to be bilingual and to have ‘cultural competence’ to understand the beliefs and attitudes of the community.

A few participants suggested that finding ways of speaking to younger generations in the community may be useful in terms of raising awareness of the support available to carers.

Some participants stated that they found the number of different organisations that they had to deal with confusing. They said that they found it difficult to find information themselves and would like to have a ‘one-stop shop’ where they could find collated information on benefits and other available support.

Quote from participant:

“Because, at the end of the day, nobody knows anything about it until somebody tells you something about it, and the information is not easily collated in any way.”