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

Annex A: Main challenges concerning specific sub-groups

Challenges and barriers reported above were experienced by many participants across the sub-groups in the Mobile Populations strand: Gypsy/Travellers, refugees and seasonal migrant workers. Nevertheless, some challenges and barriers were experienced more frequently for each of the sub-groups.

Gypsy/Travellers

Mental health, cultural awareness and home visits

Gypsy/Traveller participants had negative experiences with the benefit staff. They reported being anxious and stressed every time they had to communicate with the DWP and the Jobcentre.

All participants had mental health conditions. Dealing with benefit staff and with benefit processes exacerbated them. These processes included: complexity of the application forms, long waiting times for a benefit decision, medical assessments, errors such as overpayments, delays in payments and online processes.

She has anxiety from dealing with the DWP regarding her benefits.

[Gypsy/Traveller]

She found the 9-month prognosis to be too long to wait to be sure that she would receive the benefit for sure. This is too long a period and fills people with anxiety.

[Gypsy/Traveller]

Most participants felt that government services have a derogatory attitude towards the travelling community. Some did not trust staff from services as a result of previous experiences in which they felt discriminated against. A few participants suggested that the social security system needs to provide a Gypsy/Traveller liaison officer who understands the circumstances and needs of their community. For them, more cultural awareness is needed to challenge prejudice towards gypsy/travellers.

She thinks that the social security system and the wider public services make Gypsy/Travellers feel anxious - she wants public bodies, including the new Social Security Scotland to "give us a chance; we are not all the same".

[Gypsy/Traveller]

Overall, she felt that more cultural awareness needs to be raised regarding the travelling community as many people are prejudiced towards them […] 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]

A small number of gypsy/travellers also indicated a preference to home-visits as they felt that provided a safe place to communicate with benefit staff.

Having more in-home support for people within the Gypsy/Traveller community who do not get out much. This is a safe place, instead of having to go somewhere else to attend a meeting.

[Gypsy/Traveller]

Essential need for external support to navigate the complex system

Gypsy/Travellers perceived the benefit system complex and difficult to navigate.

They reported that the questions in application forms and assessments were designed to stop people to making successful benefit applications. They also felt the questions asked as part of these application processes were intrusive and unnecessary.

She felt the interviews were really stressful as the same questions were asked in different ways in order to catch individuals out. She mentioned that at times they might ask "You get around don't you, [you] can fix up you[r] tea, can't you?" She felt that these questions were asked deliberately to catch her out and show that she is not incapacitated and therefore eligible for benefits.

[Gypsy/Traveller]

She described the assessment as 'stressful' and intrusive. 'They wanted to know everything; how I live my daily life, how I eat, how I go to the toilet. It was too much and it made feel anxious.

[Gypsy/Traveller]

As a result, all participants indicated the need for specialised support to navigate different aspects of the benefit system. These included support with completing application forms, various assessment processes and disputes. Many mentioned that their need for this support was intensified by their lack of literacy skills.

Although participants highlighted that they felt that this support is better provided by gypsy/traveller liaison officers, specifically from MECOPP, a small number also reported the lack of access of this specialised staff.

She needs quite a lot of support but organisations such as Shelter and MECOPP which support the gypsy/traveller community have significantly reduced this function. She said that in MECOPP there is one liaison officer who deals with all 6 sites in which they work. Therefore, it is really hard to get a hold of the contact there who she trusts.

[Gypsy/Traveller]

She is unable to read or write. This "makes life difficult" and she relies heavily on assistance from MECOPP staff, including in helping deal with issues around welfare benefits and communicating with DWP.

[Gypsy/Traveller]

Lack of awareness of benefits being devolved to Scotland

Gypsy/traveller participants from wave 2 were asked about their views on some benefits being administered to Social Security Scotland. Most participants were not aware of the changes. Varied views were expressed when being told about the changes. Some mentioned that they did not think it will impact significantly on their experiences with benefits. Some were concerned and felt anxious about the changes and on how they will impact on their benefit payments. A small number of participants thought this change will impact positively as they will have more support when accessing benefits.

Respondent had not been aware that powers were shifting to Scotland. She thinks it is 'a good thing' that this is happening. This is because she thinks it will be easier to keep people updated on benefits, should mean that people who can't read and write get help filling in forms and because she thinks that it will mean that more advice will be available to claimants in Scotland.

[Gypsy/Traveller]

She has no knowledge of any change in how her benefits will be administered "I don't know much about all that". She hopes that everything stays as it is and [it] is quite anxious about the thought of things changing particularly as she struggles financially at the moment "if they cut my money down or off I would be destitute". She stresses that she hopes it won't make her life any more difficult than it already is.

[Gypsy/Traveller]

Refugees

The key role of support workers from local authorities

Refugees have fled their countries and had no previous experience of UK benefit systems. Support workers from local authorities played a key role in helping many participants to navigate and access various services which included the benefit system. Refugees reported that council support workers helped them to access information, identify their eligibility of benefits and complete application forms to get successful benefit applications. A few also mentioned that without the help of support workers with benefit processes, they would have not been able to access benefits.

Her support worker assisted her with the application process, this involved a form, a telephone call and then attending an appointment at the Jobcentre.

[refugee]

She has a support worker tied to the local council who does everything for her, she doesn't understand the various government services herself […] The main person to inform her of changes to the administration of benefits will be the support worker.

[Refugee]

He has a support worker at the local council within the integration team who has helped him with everything including his application for benefits […] The support worker is the key personnel that he is dealing with and trusts them so he would like to learn about the new benefits system through them.

[Refugee]

Some participants also reported the support they received from third sector organisations. Advocacy organisations that promote diversity and equality were particularly highlighted. These organisations were mentioned as places they trust for help with signposting information of benefits and services alongside with support to complete applications.

[Participant] navigates a range of different support organisations in the community. [He] trusts support organisations the most and feels that these organisations are multicultural and can better understand different communities and cultural sensitivities.

[Refugee]

Conditionality^[6] and mental health conditions

Refugees reported how benefit staff constantly emphasised to them the need to search for and secure paid employment. They mentioned how the appointments in the Jobcentre focussed on searching for jobs without considering their particular circumstances as refugees. As a result, some perceived the mandatory job search activities they have to carry out to access benefits as inflexible conditions for eligibility.

Many participants suffered from mental health conditions which were linked with their traumatic lived experiences and fleeing their countries. A few refugees mentioned that benefit advisers have been dismissive of their mental health issues and experiences of trauma.

He feels that the DWP would rather have people in work; especially as he felt that the agency adviser was dismissive of his mental health history and feel that keeping the mind busy in work would help with mental health problems. He felt that this grossly misses the point regarding the trauma he has experienced.

[Refugee]

She has to attend an appointment at the Jobcentre every two weeks […] work is the main point of discussion with the adviser. This can be frustrating for her as she feels that she is just finding her feet and adjusting to a new life in Scotland.

[Refugee]

English as a barrier

Refugees highlighted their need to learn more English to access services and interact effectively with benefit staff. A few of them perceived that benefit advisors were not sympathetic towards their limited English proficiency.

As a result, they have a strong reliance on translators and interpreting services to communicate with benefit staff. A few reported that having a good translator/interpreter alongside their support worker is key for them to communicate their individual circumstances effectively. A small number of participants also mentioned the need to have advocacy workers alongside translators so they can be supported when they require translation and also when they need someone to provide further information to advocate on their behalf.

The interpreter was there in the capacity of translating and could not advocate on his behalf. He felt there was no one with him in a supporting or advocating role; and no from the support organisation was able to accompany him. He also did not find that the [DWP] staff were friendly…

[Refugee]

He feels that he needs to improve his English language skills as currently he relies on an Arabic translator to be present when he is engaging with different services. He mentioned that the DWP staff force him to speak English with them so that he can improve his language skills.

[Refugee]

Seasonal migrant workers

Unstable working conditions, benefit experiences and financial hardship

Seasonal migrant workers are involved in an employment system characterised by precarious and unstable working conditions. These conditions include not having formal contracts, being dismissed from their jobs at any time and/or not being provided with payslips. Hence, their context of paid employment shaped their experiences with the benefit system.

As her work is seasonal and low-paid, and the hours fluctuate depending on the fish that has been caught, she decided to apply for Universal Credit, to help support her stay in Scotland. This supplements her income when she is out of work […] She mentioned that her circumstances can change quite quickly between finding temporary work for 16 hrs or so, to having nothing.

[Seasonal migrant worker]

As the work is never guaranteed and precarious, he can often not have any employment opportunities so has had to claim various benefits since 2012 including Job Seekers Allowance, Employment Support Allowance and more recently Universal Credit.

[Seasonal migrant worker]

Most participants needed to access the benefit system as a result of fluctuating and unstable paid employment conditions. Some were not able to provide evidence regarding paid work to be eligible for some benefits^[7]. Few suggested that the benefit system could help by requesting evidence on their paid employment to their employees directly.

Support migrant workers with contacting their employer and providing the evidence they need to progress the claim.

[Seasonal migrant worker]

A small number of participants also reported being subjected to benefit sanctions. Many experienced long waiting times to access benefits and changes on eligibility. These experiences led to them going through financial difficulties such as rent arrears, homelessness and the need to use foodbanks.

He has had to access food banks because of the waiting time involved to set up his application for benefits.

[Seasonal migrant worker]

He has been sanctioned because of missing his signing date as he was ill, he phoned in advance to let the Jobcentre know but this did not prevent the sanction. He also felt that he had to continue searching for work while he was ill, he found this difficult [....] "The government just says no - there is no explanation". This caused him significant hardship, including homelessness, he had to access support at Streetwork which provided him food and a shower to see him through this time.

[Seasonal migrant worker]

Lack of information and effective communication from official channels

Seasonal migrant workers held negative views on the support offered by benefit staff. They felt that benefit staff did not provide them with accurate information regarding benefit entitlement, careers advice or job opportunities.

Many participants highlighted their need for information about job opportunities and their frustration that they do not receive such information from Jobcentres. A few felt that the appointments at the Jobcentre were interrogations of job searching activities rather than meetings involving employability and employment support.

She mentioned that the staff are not "too friendly" and she felt it was more of an interrogation rather than an opportunity to get some career advice.

[Seasonal migrant worker]

The career advice is not useful. He feels that they don't actually provide any help for you to find a new job. He is frustrated as he needs a job to send money back home, right now he is just about making his own ends meet.

[Seasonal migrant worker]

The key role of community and informal support networks

Seasonal migrant workers commonly reported the significant support role of community organisations alongside help from friends of their country of origin. They helped them to navigate the benefit system and other services more widely. Some of them mentioned that without that help, they either would have given up claiming benefits they were entitled to, they would have made several mistakes on applications and being denied a benefit claim, or they would have struggled to complete benefit applications.

He knew other Polish people, so they provided him support and told him that he needs to set up a GP to access support through the NHS […] His friends also took him to a Polish community organisation, where he got support from a solicitor to make a case against his employer at the construction site […] Through the Polish community organisation, he was also supported to make a claim for PIP. He was supported to make the application, but had to physically attend an interview with a DWP adviser and provide them documentation from his doctor.

[Seasonal migrant worker]