Social Security Experience Panels - Seldom Heard research programme: mobile populations

Enablers and views on improvement of the benefit system

Positive experiences (enablers) around the benefit system were also identified

through the interviews. Some participants shared their thoughts on how the system can be improved. Key enablers and views on improvement are outlined below.

Multiple channels for communication and streamlined information

Participants said that they would like to be given more information about benefits that might be relevant to them, and application processes. The information should be available in a range of formats to suit different needs, circumstances and preferences. A few mentioned positive experiences of being able to use the benefit system online for some application processes. Others preferred to receive information by phone. Many preferred face to face communication. Some mentioned that it would be desirable to have various forms of communication for different aspects of accessing information and application processes.

He mentioned that he is able to complete government forms, but often details about individuals are more complex so it would be useful to provide some initial information online or in an application form and then follow up with a phone call or face-to-face meeting to provide further information and documentation.

[Refugee]

A small number of participants thought it would be useful to have a single place which provides consistent and comprehensive information and advice for applicants. A few suggested that a clear explanation of benefit decisions should be provided if a benefit claim has been rejected. They also mentioned that benefit staff should also provide information on what they can do if an applicant wants to challenge a benefit decision.

A single place where you can access information on the benefits system.

[Seasonal migrant worker]

Providing explanations for decisions and how you can contest unfair decisions.

[Seasonal migrant worker]

Specialist and empathetic staff

Participants highlighted that the benefit system needs to be compassionate and mindful on their support of benefit applicants. Many participants emphasised the need for benefit staff to be suitably trained to understand the specific circumstances of different groups. As a result, staff will be able to develop greater awareness of particular issues and circumstances faced by Gypsy/Travellers, refugees and seasonal migrant workers. A few also highlighted the need for a more diverse staff to help widen the understanding of circumstances of specific groups.

More training provided to staff; they could have a more diverse team which understands the circumstances of refugees.

[Refugee]

The government needs a Gypsy/Traveller liaison officer; someone who understand the needs of the community and can better engage with them, without prejudice.

[Gypsy/Traveller]

Many participants also highlighted the need for benefit staff to be aware of mental health conditions and experiences of trauma when interacting with clients. Others mentioned the need for staff to be approachable, empathetic, patient and friendly when communicating information and supporting people with application processes. A few highlighted the need for benefit advisors with these characteristics because some people may not be able to explain their circumstances clearly because their lack of English proficiency or being originally from other countries.

He also felt that government services should be aware that refugees are suffering from mental health issues given the things they may have seen so they should factor this in when dealing with refugee community.

[Refugee]

"Services being mindful the trauma refugee people have been through, and the psychological problems they face".

[Refugee]

Key role of third sector organisations and support workers

Organisations which advocate and work on the specific needs of Mobile Population groups contributed to positive experiences with the benefit system. Many participants perceived these organisations as a trustworthy source for information and support. Similarly, some participants highlighted the key role of council support workers and Gypsy/Traveller liaison officers to help navigate the benefit system. Many mentioned their preferences to have benefit information and support through these organisations and support workers.

Commonly, these trusting relationships with support organisations and council/liaison workers were contrasted with the challenging nature of the relationship they experienced with DWP and JCP staff as part of getting information and applying to benefits.

He learned about the benefits system through the Govan Community Project who helped him with his application for job seekers allowance, and housing support […] He said that he trusts the community organisations the most - in particular through his Kurdish friends he has learned about Positive Action in Housing, Migrant Help and Govan Community Project, and he goes through these support organisations for help in the first instance.

[Refugee]

Comparing support organisations to dealing with the DWP, he felt that the former give people "hope" and a sense that they will fight for you to enable you to get the benefits/services that you are entitled to compared with government agencies which feel like they are set up to reject your claim.

[Refugee]

Face-to-face communication and translation support

Many participants highlighted their preferences for accessing face-to-face support at for example, a specific community location, local library or at home. They felt that face-to-face communication would ensure they are given the correct information and support to complete forms. A few also perceived that with face-to-face interactions they can provide more accurate information of their specific circumstances alongside the required documentation as part of their application process.

Refugees and seasonal migrant worker participants also highlighted the support they required from translators and interpreters during those face to face appointments so they can explain their particular circumstances clearer.

She also mentioned that she struggles with online applications so discussing with someone face-to-face would be much simpler, having a translator present will also mean that she can get the key points across.

[Refugee]

She prefers meetings to be conducted face-to-face with a translator present.

[Seasonal migrant worker]

Flexibility in the benefit system

Some participants mentioned that the benefit system needs to be designed with more flexibility in mind to consider the specific situations and sudden change of circumstances of individual clients. Alongside these lines, a few mentioned that the system should be designed in a way that is clearer so it is easier to navigate.

She felt that there wasn't enough flexibility in the system to accommodate the change circumstances of those who are working seasonally.

[Seasonal migrant worker]

Stop making the system so rigid allow people to add explanatory notes to explain your circumstances better.

[Seasonal migrant worker]

Simplification of application processes

Some participants suggested that the applications forms need to be simplified. They also recommended that forms need to set out clearly what information is required to complete them correctly. A few participants recommended that the information requested on applications processes should be less intrusive.

[The Social Security system] should make the applications more straightforward and spell out exactly what type of information they are looking for instead of trying to trick people out of the benefits.

[Gypsy/Traveller]

Make the system less intrusive - avoiding the types of questions they [mother and daughter] found difficult in previous applications.

[Gypsy/Travellers]

A small number of participants suggested that to simplify and streamline application processes, relevant information and/or medical evidence from the client could be stored. This would avoid requesting information which has been previously provided and it would help to progress benefit claims more efficiently.

Having a process to access the medical file for individuals from abroad so that they don't have to start diagnosis from scratch.

[Refugee]

Have the ability to save information on the system as seasonal workers have a cyclical pattern so they will come and go, but as there is uncertainty around their employment, it may be that they need to access benefits.

[Seasonal migrant worker]

Some suggested shortening waiting times of application processes and payments so they could help clients to avoid financial difficulties. Few recommended that the value of the benefit payment should cover a minimum standard of living.

Reduce waiting times as this leads to destitution.

[Seasonal migrant worker]

She would like to see some improvements made over timings, speed […] key improvement is time taken to process – "not acceptable" at the moment, resulted in financial problems and made her feel anxious and worried –

[Gypsy/Traveller]