Social Security Experience Panels: short-term assistance - report

Finding out about Short-term assistance

Information on Short-term assistance throughout process

To make sure clients are told about Short-term assistance at the right time, participants were asked at what stage of the process they want to be told about it, and what sort of information would be useful to know at each stage.

Most focus groups felt that clients should be told about Short-term assistance from the very start.

“At the beginning to reassure people”.

“Be told about it as soon as possible. If you are applying or reapplying. To encourage people. Make clear you only get it from the day you apply”.

However participants’ views on the amount of information that should be given at the beginning varied. Some participants felt that clients should be told everything clearly in the beginning.

“I feel it’s important you’re told all your options at the beginning. You’ll know you won’t have that concern and worry and it’s all sorted. Important it’s all laid out in the beginning and explained to us.

Others said that they would only want minimal information about Short-term assistance until the point at which they would need it, when they would want to receive much more detailed information.

“Perhaps be told that it exists but leave the full details until after a decision to stop payments has been made”.

A few participants specifically said that clients should be told about Short-term assistance when going through a review of their benefit award.

“Would like info around time of review. Anything mentioning review should have some mention of Short-term assistance”.

“A pre-warning before your review that Short-term assistance is available would be useful and stop worrying people”.

Some participants said that information on Short-term assistance should be made available routinely so people are always reminded of it.

“I think every 6 months the info should be sent out about it. You need to know something exists to be protected by it. So many things are hidden, people don’t find out about it until they’re desperate”.

Participants emphasised that it was important to include contact numbers for when people need help regarding Short-term assistance.

“The bare minimum with helpline numbers”.

“A real number with a helpful person who can let you know what is happening. […] Put the phone line number at end of letters”.

Advertising Short-term assistance

Participants felt that Short-term assistance should be advertised in places that are visited by a variety of people. Examples included community halls, post offices, doctor surgeries. This was felt to be particularly needed for people who live in rural areas, such as farming communities, or people who have poor connection to the internet.

“Librarys and community halls, where people can see it. Online some people won’t have access and if on social media can seem like a scam”.

“Buildings that most people in rural areas can access. i.e. Post offices, doctor surgeries, local shops”.

Participants also felt that, especially for the younger generation, Short-term assistance should be advertised online. Examples participants included were, through government websites, social media and video websites.

“On the government website, as this should be the official site where you go to find these things”.

“Social media for younger people and through newspaper and tv for older people”.

“YouTube videos and info packs”.

Participants have said that Short-term assistance should be advertised through support groups and third sector organisations.

“Contacting groups like Inclusion Scotland and give them information. Contact other third sector organisations

“Giving information to support groups”.

A few participants felt that Short-term assistance should be advertised in the media, through television and radio messages. Participants said this could access a wide range of people.

“Radio message? Good for targeting different audiences, people may stuggle to read, also might attract people that are younger”.

“You have to have it at the slot at the end of the news”.

A few participants mentioned that Short-term assistance should be accessible to all. Therefore, it would be important to make sure there are different ways that meet people’s accessibility needs where they could find out about Short-term assistance.

“Use peoples own language. What they are used to in their everyday lives. My husband has impairments, it’s not just about the spoken”.