Social Security Experience Panels: short-term assistance - report

Communicating decisions about Short-term assistance

Confirming payment of Short-term assistance

Participants were asked how would they want Social Security Scotland to give them the confirmation that they will receive Short-term assistance.

The majority of groups felt that clients should always be given a letter, but alongside another communication method, such as an email or text message.

“In writing or by e-mail. I can keep details of both that way because computers crash and sometimes you can’t get the information back”.

“An email or text followed by a letter. A lot of people like a physical file. But the follow up letter should come very quickly”.

A few focus groups said they would want this information through a text. This was because it comes quickly and most people always have their phone in their hand. They could instantly read the text, which can then be followed by a letter.

“Text at first then letter”.

“I like to know what’s in the bank right away to manage money. Someone to have the power to change that, need to tell me right away, fairly quick and on the pulse. You’re looking for it within a day or two. This is where I would point to text or email”.

Participants who would want a text felt that clients would only need to be told the important details.

“Just to say this has been awarded to give you support while the decision is made. You will receive X money as normal until decision”.

Participants felt that clients should be given the choice as to how they would like to receive communication about Short-term assistance. This is similar to what we have found in other work with panel members.

“On application why not give option about future communicatons, if you want to be contacted by letter, phone or SMS and if you need a nominated person to deal with it”.

For any sort of communication on Short-term assistance, most participants did not want to receive any information over the phone. This was true both on receiving Short-term assistance and when it stops.

“Don’t want to give any information over the phone that isn’t needed”.

“Hard to remember over the phone, feel rushed, or forget easily what they need”.

Participants were asked what sort of information would be useful to know when finding out they are getting Short-term assistance. Participants said information on this should be kept short and concise.

“Make it short and simple”.

“You want to know that Short-term assistance has been approved, and you will get payments on this date. That’s the two things you want to know”.

Short-term assistance ending

Focus group participants were asked how would they want to be told that Short-term assistance is ending.

Participants would want to be told if Short-term assistance is stopping through a redetermination or appeal outcome letter. Within the letter, participants felt that they should be told the reason for the decision.

However, some felt that if client is successful in their redetermination or appeal, then the letter should not include too much information.

“If successful life will go on as before, don’t make a big deal about it”.

“Don’t bombard people with information”.

If their redetermination or appeal is unsuccessful, participants said that they would want to know the reason why it was unsuccessful in the letter.

“ I would want to know the reason”.

“Letter has to explain why redetermination was unsuccessful”.

If unsuccessful, participants said that the letter should include information on what to do next and contacts for additional help.

“Real number with a helpful person. Let you know what is happening. Helpful person, phone line number at end of letter”.

“There should be information on where to go next if your appeal is rejected and you’re no longer getting Short-term assistance - more information on other benefits you may be entitled to would be useful with the letter showing the Short-term assistance is stopping”.

Participants were asked if they would want to be reminded before their tribunal date that Short-term assistance will be stopping. There was a mixed response to this issue with some strongly feeling that a reminder would be useful to clients to allow them to prepare for a change of circumstance.

“If it’s getting stopped after tribunal, need to be told it will stop and you can’t apply again”.

“Good for some people to know as they may need to look at other benefits”.

Other participants felt that people should not be reminded, as it could affect them negatively.

“Some people could get stressed and a letter to say it could stop leading up to the tribunal could stress them even more”.

Notice period

Participants were asked how much notice they would want when Short-term assistance stops. The most common view from participants was for clients to have 4 weeks’ notice that Short-term assistance is stopping.

“Maybe a month’s notice to give you time to sort something out”.

“4 weeks for people to adjust or decide what to do”.

“If giving 28 days this gives us time to look at options”.

A few participants felt that people should be given a minimum of 2 weeks when Short-term assistance will be stopping.

“Need about 2 weeks to sort your finances before anything stops, now the benefits have stopped with no warning”.