Social Security Experience Panels: change of circumstances and debt repayment - report

Minimising stress

Focus groups were then asked how Social Security Scotland could minimise stress for clients who were reporting changes of circumstances. In response, participants made a number of suggestions.

Many talked about how language and tone created stress, and how changes could be made by using standard, plain, and non-aggressive language.

"Reassure the client that it isn't their fault – use standard language with no jargon."

Many participants also thought that there was a wider opportunity to be more compassionate with clients. They felt that small steps could be taken to offer more reassurances to clients during contact about changes of circumstances.

"Definitely think about the language. Don't be aggressive when on the phone. My husband went into hospital because of the stress from the phone calls. The handlers need to remember that the person might have health issues."

Through establishing regular and friendly contact, they felt there were chances to build up trust, and reduce the likelihood of clients panicking when they received notices that asked them about changes of circumstances.

"You should reassure the client it isn't their fault. It's important that the organisation shows that they actually care. Even if it's just signposting them to other sources of support such as Citizen's Advice Bureau. Caring is so important."

Others suggested that continuity and being able to deal with the same staff member each time would also reduce the stress of interacting with the system. As part of this, several participants also felt that face to face contact was valuable and calming. This would mean that clients would have less stress that came from having to retell their story again and again.

"Have the same person that deals with you. Build up that trust and a relationship. If someone you don't know gets in touch, you aren't sure whether to trust them. They might not be who they say they are. We don't know."

"Deal with the same staff if possible. Or get one person who I've talked to in the past to call me."

Respondents also said that stress could be minimised if Social Security Scotland remained aware of the hardships and uncertainties in client's lives and how reporting changes of circumstances relates to that.

"You need to understand the implications for people around reporting changes of circumstances. Sometimes it might be worth asking if you are ok for food, electricity, and other kinds of things. Being able to make sure you have done your duty of care, you know they are warm, safe."

Some participants also emphasised that having the opportunity to agree actions with Social Security Scotland would help to remove stress around being contacted about changes of circumstances. One suggestion that continually came out was around flexible repayment plans (see below for more on this).