Social Security Experience Panels: disability benefit names - visual summary

Specialist Advisors

Within Social Security Scotland, sometimes decision makers might need to seek further advice or help if an application is complex or nonstandard. When this happens, they will seek help from ‘specialist advisors’.

We asked respondents what they liked and disliked about the name specialist advisors.

The most common thing respondents said they liked about the name specialist advisors was the word ‘specialist’. Respondents felt it shows that a qualified person with specialist knowledge and expertise will be advising on decisions.

• “This is much better, and doesn't immediately make people think it’s a them or us situation. I encourages disabled people to think of these staff members as helping us.”
• “It’s factual and accurate. They are specialists and they advise.”
• “It informs us that these people have more medical knowledge of or more understanding of how people and their lives are affected by their condition or circumstances.”
• “Specialist implies they will be an expert in my condition and its effects on me.”
• “It makes clear they are not the decision maker but an advisor.”

The most common thing respondents said they disliked about the name specialist advisors was that it is vague and unclear.

Specifically, respondents said that the word ‘specialist’ does not specify what advisors ‘specialise’ in, or make clear what their qualifications and experience are.

Respondents assumed that specialist advisors would be health professionals with a medical background. Some felt that medical titles should then be used in the name.

• “From the job description you give, claimants might get the impression that this person is medically qualified. If they are, then the job title should reflect this.”
• “Does not state the specialist title, not trustworthy.”
• “It does not explain that they are health professionals specialised in their field. This needs to be made clear.”
• “It does not say what they do or whom they advise.”
• “It could also could be perceived as people who think they know better when that may not be the case.”