Social Security Experience Panels: short-term assistance - report

Summary

Participants across the focus groups were strongly supportive of the idea of Short-term assistance, and highlighted that it would be beneficial in helping to lessen people’s financial pressure and giving them the confidence to undertake a redetermination or appeal.

Some participants felt that there were elements of the information provided about Short-term assistance that was unclear. This included the benefits that it would apply to, how it might impact on other benefits received, and the timeframe for applying and receiving the payment. A couple of groups voiced concern about the name “Short-term assistance”. They felt that this name did not make it clear that this payment is temporary and does not need to be paid back. Participants suggested having keywords such as “grant” or “temporary” in the name of this payment.

Participants were asked when the right time was to be told about Short-term assistance. Many felt that people should be told about this payment right at the beginning of the application process. However their views on how much information people should be told differed. Some participants said people should only be told the bare minimum at the application stage, while others believed people should be told everything clearly in the beginning.

Participants felt that Short-term assistance should be advertised in different places which are visited by a variety of people, such as community halls, post offices and doctor surgeries. This was particularly needed for people who live in rural areas, such as farming communities, or people who have poor connection to the internet. Some other examples of where Short-term assistance should be advertised were through support organisations, the media, websites, social media, and support groups.

Participants were asked about the factors they would consider when deciding whether to apply for a re-determination or appeal. Participants said they would think about how the process would affect their mental health. A few participants expressed their fear of losing the benefit completely if they go through a redetermination or appeal to challenge the level they had been awarded.

Participants were asked if the availability of Short-term assistance would affect the likelihood of people challenging Social Security Scotland decisions. Most participants said that more people would challenge a decision if they receive Short-term assistance, however a few participants felt that their decision to challenge a decision would not be influenced by the availability of the payment. Rather, it would depend on how people are treated by staff in their interactions and having their needs met.

Participants were given three options for requesting Short-term assistance from Social Security Scotland. These included a tick box on a redetermination form, a separate one page form to complete, or a tear off slip on the letter confirming the redetermination application. Of these given option, the preference across focus groups was the tick box on the redetermination form.

However, many participants strongly felt that Short-term assistance should be provided automatically. Participants felt everyone who is going through a redetermination or appeal should receive Short-term assistance, with the option to opt-out. Participants voiced their concern that many people would avoid requesting Short-term assistance due to pride, stress, or being unaware they are eligible for the payment.

Participants were asked how they would like to receive communication from Social Security Scotland on Short-term assistance. The majority of participants said they would always want a letter to tell them that their Short-term assistance is starting or stopping. Some would also want an email or text message. Many participants were against receiving information on Short-term assistance by phone.