consolidated asylum support application services (casas) · 2017-09-07 · 1.1. the consolidated...

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CAS – Strand 3 - Consolidated Asylum Support Applications Service Schedule 2: Statement of Requirements of 28

Consolidated Asylum Support

Application Services (CASAS)

Schedule 2 Statement of Requirements

Restricted - Commercial

CAS – Strand 3 - Consolidated Asylum Support Applications Service

Schedule 2: Statement of Requirements of 28

1. Aim

1.1. The Consolidated Asylum Support Application Service will assist the defined Service User Group to apply for support provided under Section 4 or Section 95 of the Immigration and Asylum Act 1999; and to report prescribed changes in circumstances (as defined in Annex A) to the Authority. During the contract, the service may be expanded to include the early capture of Service User information related to Asylum Applicants, including those who may not be destitute.

2. Scope 2.1 The Contractor will be required to provide the Services identified in Column A of the table at 2.4 from the Contract Effective Date. 2.2 In parallel the Contractor will be required to develop, with the Authority and Specified Partners identified in Section 5 of this

Statement of Requirements, the Services set out in Column B. 2.3 All services are to be provided in a language the Service User can understand. 2.4

Column A: Service Provision

Column B: Service Development

1 Explanation of the eligibility criteria for Section 95 & Section 4 support

Align with the Authority’s plans to electronically capture and securely transmit Structured Data relating to Asylum Applicants.

2 Assistance with the completion in English of an Asylum Support Application Form (ASF1) for Section 95 or Applications for Section 4 Support, and submission of completed forms to the Authority where the Service User meets eligibility criteria

Align with the Authority’s plans to use structured data as the basis for applications for asylum support and notifications of prescribed change of circumstance.

3 Assistance in submitting written notifications in English of prescribed change of circumstances to the Authority.

4 Advising Service Users what supporting evidence may be required to validate any claim. Obtaining that evidence from the Service User and sending this to the Authority in the manner prescribed by the Authority.1

1 The Contractor is required to note that the Authority may require the submission of original documents to a specified Authority location.




5 Checking service for ASF1’s and Applications for S4 Support completed by Service Users – verifying eligibility and that the application has been completed fully and correctly. Submission of the completed forms to the Authority where the Service User meets eligibility criteria.

6 Advising Service Users at the time they apply for Asylum Support of their obligation to advise the Authority of any prescribed change to their circumstances.

7 Referring Service Users to the Consolidated Advice and Guidance (CAGS) Provider for general advice relating to the asylum process and signposting to other public services.

8 Expediting on behalf of Service Users claims for Asylum Support where the outcome has not been notified to the service user within 2 working days.

9 Correcting incorrect or inadequately completed Asylum Support Application Forms (ASF1’s) and Applications for S4 Support returned to the Contractor by the Authority. The Contractor must obtain the written consent of the Service User prior to making any changes to the Support Application Form in order to address the problem and the Application Forms must be returned to the Authority in the prescribed manner.

2.5 The Contractor must advise Service Users before providing assistance under this contract that they have the right to apply independently (without assistance from the contractor) for Section 95 support or Section 4 support, and to notify the Authority independently of prescribed change in circumstances.

2.6 The Contractor is required to provide assistance to requesting Service Users who meet published eligibility criteria with completion

of the Asylum Support Application Form (ASF1), which is in a writable Portable Document (PDF) format. The Contractor is required to send each completed ASF1 to the Authority using the Authority’s approved Management Information Portal.




2.7 The Contractor is required to arrange amendment and resubmission of Support Application Forms and prescribed change of circumstances notifications which have been returned to the Contractor by the Authority due to incorrect or incomplete information being provided or due to incorrect or insufficient documentation being submitted with the application. The Contractor will be required to take receipt of the returned Support Application Forms and Prescribed Change or Circumstance notifications and requests for further information and documentation by accessing the Authority’s File Sharing Tool.

2.7.1 The Contractor is required to certify each completed application or notification that is submitted to the Authority by the Contractor to

the effect that it is a faithful and complete record of the information provided by the Service User. The Contractor is required to retain a record of the Service User’s consent to submit the information provided.

2.8 During the Contract Term the Authority will seek to introduce online submission of completed support applications, pending the

introduction of Structured Data capture. Support application forms completed and submitted online must be in PDF format and no larger than 1MB per file.

2.9 The Contractor is required to provide assistance to Service Users with submitting written notifications of prescribed change of

circumstances to the Authority in the format prescribed by the Authority. The Contractor is required to upload each completed form to the Management Information Portal. The Contractor may be required to introduce an online process (PDF format, less than 1MB per file) for the notification of change of circumstances to the Home Office via a prescribed Management Information Portal during the Contract Term.

2.10 In working with the Authority to align structured data capture requirements the Contractor is required to accept that these

requirements, being under development, are subject to change and is required to adapt to and introduce such changes in specification without detriment to the Service User.

2.11 Any publicity or other written material, leaflets or guides associated with this Contract must be compatible with the Authority’s

published policy relating to asylum, asylum support, humanitarian protection, appeals rights, detention, voluntary or enforced removal and must be approved by the Authority before use.

2.12 Exclusions 2.12.1 The Contractor is not permitted under any circumstances to charge a fee to or require payment from service users for any Services

provided under this Contract. 2.12.2 The following services must not be provided under the terms of this Contract:




Asylum Support Application Services to unaccompanied asylum seeking children. (Applicants will be referred to the Children’s Panel).

General Advice & Guidance relating to the Asylum Process. (Applicants will be signposted to the CAGS provider.) Legal Advice about the grounds for an asylum claim or appeal against a decision to refuse asylum or asylum support. (Applicants

will be signposted to the CAGS provider for signposting to LSC-accredited legal advisors.) Advocacy about the outcome of a particular Service User’s claim for asylum or asylum support. Advocacy about qualitative trends in decisions about claims for asylum or asylum support.

2.12.3 For the avoidance of doubt, the Contractor will limit its assistance to Service Users who receive negative asylum decisions to

assisting destitute and/or Failed Asylum Applicants, who are eligible for support under Section 4 (or in exceptional circumstances, S95) of the Immigration and Asylum Act 1999, to complete the application for Section 4 (or S95) support fully and accurately and submit it to the Authority. All Applications must comply fully with the relevant legislation and the policies and processes set out by the Authority.

2.12.4 The Contractor must refer Service Users who receive negative asylum decisions and who have been given notice that their asylum

support will end, to the CAGS Provider. The CAGS Provider is responsible for delivering impartial advice and assistance with the appropriate options open to Service Users throughout the asylum process, including the Assisted Voluntary Returns schemes.

2.12.5 The contractor must not submit Applications for Section 95 or Section 4 support to the Authority where it is clear that the person

concerned is not eligible for such support. This applies where assistance is provided to complete the application form and to self-completion forms which the contractor is checking before submitting to the Authority. The Authority may provide guidance to assist the Contractor in making this assessment.




3. Service Levels

3.1 Hours of Operation 3.1.1 CASAS shall be provided on each Working Day. The Contractor will be available to service users Monday – Friday between the

hours of 08.30 and 17.30 including cover over lunch times. The Hours of Operation during which the Contractor will be available to service users may be varied e.g. dependent on demand, through the appropriate change control mechanism.

3.1.2 The contractor is required to ensure that it has procedures in place to enable compliance with the Service levels detailed in 7.1. 3.1.3 Outside of the defined hours of service the contractor shall put in place clear written and/or recorded explanation and signposting in

the main 10 languages, for those attempting to access the service.

3.1.4 The contractor shall ensure all telephone callers (including minicom / textphone users) wait no longer than 1 minute for their call to be answered and no longer than 5 minutes further before they are connected to a member of the contractors staff who can speak to them in a language they understand (with an interpreter if necessary). The contractor shall ensure that Service Users shall not incur any costs in contacting the contractor.

3.2 Service Provision

3.2.1 Service Users who request assistance in completing applications for support will receive that assistance on the same working day

provided that the request is made prior to 3pm. Requests made after 3pm must be acknowledged and assistance must be provided before the close of the next working day. Completed applications for support will be submitted by the contractor on behalf of the Service User to the Authority in the manner prescribed by the Authority in the same working day on which they are completed.

3.2.2 Service Users who request assistance with notifying the Authority of prescribed change of circumstances will receive that assistance

on the same working day provided that the request is made prior to 3pm. Requests made after 3pm must be acknowledged and assistance must be provided before the close of the next working day. Completed notifications will be submitted by the contractor on behalf of the Service User to the Authority in the manner prescribed by the Authority in the same working day on which they are completed.

3.2.3 Additional evidence requested by the Authority will be obtained from the Service User and forwarded to the Authority in the manner

prescribed by the Authority within 2 working days of the request from the Authority.




3.2.4 Incomplete or incorrectly completed Support Application Forms and change of circumstance notifications returned to the contractor

by the Authority using the File Sharing Tool must be corrected and resubmitted on the same working day, where the forms are returned to the contractor by 3pm and on the next working day if this is after 3pm.

3.3 Service Development

3.3.1 The Service Development requirements specified in paragraph 2.4 and 2.9 may replace some of the current service provision

during the contract. The requirement to introduce online submission of applications (in PDF format, less than 1mb per file) and notifications must be fully delivered within the timescales specified by the Authority. The levels of service specified in 3.1.1 - 3.1.3 will apply also to all the service development requirements, and service users will experience no deterioration or adverse impact in the time taken to apply for asylum support or the time taken to action notifications.

4. Delivery

4.1 CASAS will be provided to the defined Service-User Group in England, Wales, Scotland and Northern Ireland. The contractor is required to ensure that the same level of service is made available to a Service User regardless of their place of residence in the UK or their Point of Claim.

4.2 Service Users may request assistance with completion of an application for support at any point in the asylum process. Most

applications for support are made around the time the initial asylum application is raised or on receipt of the outcome of their final appeal hearing. The contractor is required to ensure that the same level of service is made available to a Service User regardless of the stage of their asylum application.

4.3 CASAS services will apply equally to those requiring accommodation and those requiring subsistence only. For subsistence-only

cases, the contractor will be required to notify the authority of the Client’s postal address. 4.4 The Contractor may put forward innovative proposals for delivery of the CASAS service for consideration by the Authority provided

that these fall within the scope and exclusions defined in section 2.




5. Partnership Working

5.1 The Authority works with a number of other Government Departments, agencies, contractors and Voluntary Sector Organisations in order to manage the asylum process. The Contractor will be expected to work constructively with the Authority’s delivery partners. There is a specific requirement to work constructively with:

The Home Office’s COMPASS Contractors DWP & HMRC The CAGS Provider

5.2 The Authority may require the Contractor to work together during the Contract Term.

5.3 The CAGS Provider and the Contractor will establish effective referral mechanisms which ensure that Service Users do not

experience delay in the receipt of CAGS Advice or assistance with Applications for asylum support. In addition, the Recipient and Contractor shall ensure that there is no duplication of advice or assistance. To this end they are required to share information with each other at the close of each Working Day relating to the Service Users they have assisted, subject always to the provisions of the Data Protection Act 1998. During the Contract Term this may be via Structured Data.

5.4 The Contractor will, during the lifetime of the contract, work in partnership with the Authority and the specified partners to develop

more and stronger IT linkages relating to the Service-User Group. Specifically,

to develop information feeds to DWP, HMRC, Police, Local Authorities and Compass Providers and to develop a Service User profile using the ASF1 (or successor) which can be shared securely with all parties.

6. Personnel Standards

6.1 The Contractor shall ensure that the recruitment, selection and training of its Staff, including volunteers, are consistent with the standards required for the delivery of the Contract.

6.2 The Contractor will ensure that all Staff, including volunteers have been subject to and passed CTC (Counter-terrorist check) and

Disclosure and Barring Service Checks (DBS – formerly knows as Criminal Records Bureau or CRB checks).




6.3 The Contractor will fully equip and train Staff, including volunteers, to ensure they are able to fulfil their roles and ensure that appropriate and sufficient security provisions are made for all Staff undertaking face-to-face activities. Also, the Contractor shall ensure that staffing levels are appropriate at all times and ensure the security and well being of all Service Users, dependent children and Staff.

6.4 All Staff including volunteers engaged by the Contractor must satisfy the Authority’s pre-employment checks, shall possess all the

necessary qualifications, licences, permits, skills and experience to discharge their responsibilities effectively, safely and in line with all relevant law, in particular:

Staff (including volunteers) shall be adequately trained in customer care, cultural awareness and conduct themselves in a polite,

sensitive and orderly manner Staff (including volunteers) shall be adequately trained in counter terrorism awareness and know how and to whom to report

concerns about a Service User.

6.5 The Contractor will nominate an individual, with sufficient training, to be the single point of contact for all Staff (including volunteers) to report or discuss concerns of a counter terrorism nature. The nominated person should know how to report concerns to the police and to the Authority.

6.6 The Contractor shall on request provide the Authority with details of all Staff (and volunteers) involved in delivery activity (both

current and historical). The Contractor must ensure that it is fully compliant with the requirements of the Office of the Immigration Service Commissioner (OISC), or its equivalent successor, and is regulated as required under section 84 of the Immigration and Asylum Act 1999.

6.7 The Contractor’s Staff and volunteers shall possess and, when in contact with Service Users display, clear and unambiguous

identity cards, with photographs, showing that they are duly authorised to conduct business on behalf of the Contractor and which show clearly the name and job title of the individual.

6.8 Staff uniforms are not a requirement. However, the Contractor shall ensure that all Staff and volunteers engaging with Service

Users are dressed appropriately (i.e. smart dress) taking into consideration cultural awareness, safety and hygiene.

7. Specification Detail

7.1 The table set out below provides further detail about the scope of the service defined in paragraph 2.4




Service Requirement Detailed Requirement Related Information Service Level

1. Explanation of the eligibility criteria for Section 95 and Section 4 support.

The Contractor shall provide an accurate explanation of the Authority’s eligibility criteria to Service Users seeking assistance and ensure the information is understood. Delivery of the explanation must be in a language the Service User understands – either verbally or in writing.

The eligibility criteria for S95 and S4 support are published by the Authority Office.

Same working day, if request for assistance with support application is received by 3pm. If after 3pm, acknowledgement on same day and service on next Working Day.

2. Explanation of the guidance for completing S95 or S4 support applications.

The Contractor shall provide an accurate explanation of the guidance to those Service Users seeking assistance and ensure the information is understood. Delivery of the explanation must be in a language the Service User understands – either verbally or in writing.

The guidance for S95 and S4 support applications is published by the Authority

Same Working Day, if request for assistance with support application is received by 3pm. If after 3pm, acknowledgement on same day and service on next Working Day.

3. Assistance with the completion of applications for S95 or S4 support, and submission of completed forms to the Authority, where the Service User meets eligibility criteria

Assistance may mean completion on behalf of or in conjunction with a Service User. Assistance must be provided verbally in a language the Service User understands. Asylum Support Application Forms must be completed fully and correctly in English and sent to the

The guidance for S95 and S4 support applications is published by the Authority, as well as the guidance for eligibility. The data supplied on an application for asylum support pertains to an individual Service User and their Dependants and does not

Same Working Day, if request for assistance is received by 3pm. If after 3pm, acknowledgement on same day and service on next Working Day.




Authority using the File Sharing Tool (along with the correct documentation). Forms which are not fully or correctly completed will be returned to the Contractor via the prescribed Management Information Portal for correction and re-submission. Forms must not be submitted to the Authority on behalf of the Service User where the eligibility criteria are not met. In these circumstances the contractor must explain this to the Service User and ensure that it is understood that the form will not be submitted at this time and the reasons for this. The Contractor is required to signpost the Service User to the CAGS Provider.

become the property of the Contractor, but the Contractor is permitted to provide assistance with completion, or, with permission of the service user, to complete the Application on their behalf.

4. Advising Service Users that supporting

evidence may be required to validate any Application for support

that failure to promptly submit supporting evidence may invalidate an Application

of their obligation to report prescribed changes of circumstances to the

The Contractor is required to provide accurate explanation of the guidance to those Service Users seeking assistance and ensure the information is understood. Service Users must also be advised at the time of their Support Application of their obligation to report any prescribed change in their circumstances, as described in Annex C. Delivery of the advice must be in a language the Service User

The Authority may require this under Section 57 of the Nationality, Immigration & Asylum Act 2002. The guidance for S95 and S4 support applications is published by the Authority.

This is to be delivered as part of the Support Application completion process or Checking Service, and is therefore, to be delivered in the timescales set out for these requirements.




Authority. understands – either verbally or in writing.

5. Obtaining evidence from a Service User in support of an Application, as required by the Authority

The Contractor is required to submit any documentary evidence with the support applicant (in line with the S95 and S4 support application guidance) to the Authority, via the Management Information Portal, at the same time as the Support Application is submitted to the Authority. If the correct documents are not submitted the form will be returned to the contractor via the Management Information Portal, with a request for the documents to be obtained and sent. The Authority may request that the contractor obtains additional evidence from the Service User after the submission of a Support Application Form or notification of prescribed change of circumstances. The contractor must obtain the documents and send these to the Authority via the prescribed Management Information Portal.

The Authority may require additional documentary evidence to be submitted in support of an application for Support or a prescribed change of circumstance notification. The Authority will ask the Contractor to obtain this. The documents required will vary from case to case. Documentary evidence remains the property of the service user but may be required to validate an application. The Contractor shall request a Service User to submit supporting documentation to the Authority and may scan an electronic image of the document for submission via secure electronic means to the Authority. The Authority will accept scanned copies submitted via the Contractor as if they were originals and the contractor is required to certify that the scanned copy is an authentic image of the original.

Same Working Day, if request for assistance is received by 3pm. If after 3pm, acknowledgement on same day and service on next Working Day,.

6. Providing a validation and eligibility check on applications for support completed independently

The Contractor will make available a checking facility for Service Users who have chosen to complete their own independent application for

The Contractor will notify a service user of any deficiencies in the correctness or completion of their application

Same (Working) Day service




by a Service User. support, which validates that the form has been correctly and fully completed, with the required documentation and verifies that the service user has been advised about relevant eligibility criteria.

and ask them to be corrected prior to submission to the Authority

7. Assistance in submitting notifications of prescribed Changes of Circumstances to the Authority

The Contractor is required to assist Service Users who seek assistance in notifying the Authority of prescribed change of circumstances. Assistance must be given verbally in a language the Service User understands. The notifications and any required documentation must be transmitted to the Authority via its Management Information Portal

The Authority specifies in Annex A to this SoR the type of prescribed Change in Circumstances for which it requires notification The Contractor is required to advise Service Users at the Application stage that that they are obliged to notify the Authority of any prescribed change of circumstance.

Same Working Day, if request for assistance is received by 3pm. If after 3pm, acknowledgement on same day and service on next Working Day.

8. Correction, Completion and resubmission of Applications and notifications previously rejected by the Authority

The Contractor must correct/complete and resubmit all Applications and change of circumstance notifications which have been rejected and returned by the Authority either because they are incomplete or incorrectly completed.

One Working Day from receipt of rejected application

9. Referring Service Users to the CAGS Provider for general advice and guidance about the asylum process and signposting to other public services

Not all requests for assistance will fall within the scope of CASAS and the Contractor is required to refer those that do not to the appropriate provider.

On the day the request is made.




10. Capture and transmission of Structured data

An indication of potential structured data fields is defined at Annex C.

a) Record, at first point of contact, a Service User’s structured data.

b) Transmit structured data to the Authority and the Authority’s specified partners via secure electronic means

On the same working day

8. Quality management 8.1 The Contractor shall

Manage and administer the quality and level of delivery and its own performance relating to the delivery of all requirements defined in this Statement of Requirements.

Monitor continuously the quality of delivery and performance and report outcomes to the Authority in accordance with Schedule 13 (Performance Regime) of the Contract.

8.2 The Authority shall:

At its own expense conduct such monitoring and/or audit of delivery and the Contractor’s monitoring and quality assurance procedures as proposed by the Authority and agreed with the Contractor (such agreement not to be unreasonably withheld or delayed)

Not be limited in its methods of monitoring and/or audit or the timing of such events

Devise and implement its procedure in such a manner that does not have any material adverse effect upon either the Contractor’s delivery or monitoring and quality assurance procedures

9. Feedback and Complaints 9.1 The Contractor shall:




Develop, maintain, and implement procedures and systems for Service Users to formally provide feedback and raise and seek redress of complaints about the service provided by the Contractor. The Contractor shall investigate and respond to all complaints, within seven days using reasonable endeavours to ensure that the Service User understands the reply. This procedure shall be easy for Service Users to understand and access.

Comply with any requirements specified by the Authority in regard to complaints procedures and reporting, in addition to their own internal procedures and systems.

Give the Authority regular quarterly (or as otherwise specified by the Authority) reports detailing the number of complaints, the nature of each complaint and the resolution. The Contractor will support any audits or quality reviews that the Authority may undertake

10. Management Information and Data Security 10.1 The Contractor shall comply with the requirements of the Data Protection Act 1998 and any subsequent amendments. In particular,

the contractor shall ensure that Personal Data as defined by the Act will not be disclosed to third parties without the express written permission of the individual to whom the data relates.

10.2 The Provider shall ensure that its, and any sub-contractor’s, physical, information technology and data storage systems are secure

and that its business systems comply with security requirements and data protection legislation.

10.3 The contractor will relay statistical data to the Authority and the Authority’s nominated partnership organisations via the Authority’s File Sharing Tool on a monthly basis or as otherwise determined by the Authority.

10.4 Completed support application forms, notifications of prescribed change of circumstances and structured data relating to Service

Users will be submitted each working day by the contractor to the Authority in the manner prescribed by the Authority. The normal means of data transfer will be via secure electronic transfer using a system compatible with the Authority’s computer systems. Should this means be temporarily unavailable the contingency will be for the Contractor to submit all such data via secure e-fax to the Authority.

10.5 The minimum technical IT specifications for online applications are set out on the Home Office I-Apply website. The Contractor shall

ensure that it’s IT systems are compatible throughout the Contract Terms with Home Office IT specifications.

10.6 The contractor is not permitted to store personal details relating to an application. All personal data collected by the contractor must be deleted from the contractors IT systems within 48 hours of submission to the Authority.




11. Training 11.1 The Contractor’s training programme for Staff (including volunteers) in regular contact with Service Users and responsible for the

safety and security of Service Users and dependent children must cover as a minimum the following requirements:

An overview of the asylum process, including relevant documentation Race relations and cultural awareness Suicide and self harm awareness and prevention Any other relevant training as specified by the Authority Basic first aid Health and Safety Safeguarding children

11.2 The Contractor shall submit a code of discipline and behaviour for Staff including volunteers to the Authority for approval prior to the

Contract Commencement Date, and shall ensure that all staff adhere to the code throughout the Contract Term.

12. Health and Safety

12.1 The Contractor will comply with statutory requirements safeguarding the health and safety of Service Users, dependent children, visitors and Staff. The Contractor will comply with RIDDOR (Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 1995) and COSSH (Control of Substances Hazardous to Health) regulations.

12.2 The Contractor shall ensure that all accidents, injuries or dangerous occurrences are recorded in the appropriate manner. All

accidents must be investigated and forms submitted to the Authority’s nominated representative, and where appropriate, to the Health and Safety Executive.

13. Statutory & Regulatory Requirements

13.1 The Contractor, in delivering all the Services defined within this Schedule 2 (SOR), shall ensure that at all times it complies with all relevant mandatory and statutory requirements and the Authority’s rules, guidance, instructions and policies including but not limited




to employment, equal opportunities, race relations, child protection, data protection and health and safety. Should there be any conflict between the requirements of this Schedule and Relevant Law then Relevant Law shall prevail.

13.2 All premises, equipment and facilities required to deliver the service must meet all regulatory requirements and be suitable for the

purpose.

13.3 The Contractor shall comply with the duties imposed on them by section 55 of the Border, Citizenship and Immigration Act 2009, and the Children’s Duty, to safeguard children from harm and promote their welfare.

13.4 The contractor shall in delivering the services comply with:

All relevant Law and regulations and subsequent amendments related to asylum and asylum support

Government IT protocols and the Authority’s guidance relating to information technology and security

Government Accounting rules

The Authority’s rules, guidance, instructions, and policies and procedures relating to asylum and asylum support.




Annex A: Prescribed Change of Circumstances

1. The Authority recognises the following as prescribed changes in circumstances which have a bearing on eligibility for support and requires to be notified on each occasion these apply to a client.

2. Regulation 15(2) of the Asylum Support Regulations 2000 states that a relevant change of circumstances occurs where a supported person or a dependant:

(a) is joined in the United Kingdom by a dependant or, as the case may be, another dependant, of the supported person; (b) receives or gains access to any money, or other asset mentioned in regulation 6(5), that has not previously been declared to

the Secretary of State; (c) becomes employed; (d) becomes unemployed; (e) changes his name; (f) gets married; (g) starts living with a person as if married to that person; (h) gets divorced; (i) separates from a spouse, or from a person with whom he has been living as if married to that person; (j) becomes pregnant; (k) has a child; (l) leaves school; (m) starts to share their accommodation with another person; (n) moves to a different address, or otherwise leaves his accommodation; (o) goes into hospital; (p) goes to prison or is otherwise held in custody; (q) leaves the United Kingdom; (r) dies




Annex B: The Service-User Group Service Users: Background Information

1. The Service User Group is defined in Schedule 1 (Definitions). The Contractor shall provide services to this Service User Group

only. 2. The Contractor shall understand the background and needs of the Service User and understand that some Service Users will have

particular characteristics, vulnerabilities and or special needs. In particular, the Contractor acknowledges and agrees that Service Users may:

Be individuals who appear to be, or are likely to become, destitute

Need to be managed with sensitivity. They may have suffered trauma, be suspicious or frightened of authority figures and/or be afraid of other Service Users and strangers

Be from many countries and speak various languages (of which English may not necessarily be one)

Be individuals, couples or family units. The size of the family units may range from single parent families to larger extended families

3. The Contractor further acknowledges and agrees that some Service Users will have particular characteristics including:

Physical disabilities

Medical conditions

Age related characteristics

Vulnerability (as defined in Schedule 1 (Definitions))




4. The Contractor will provide a service which takes the Service User Group characteristics, vulnerabilities and special needs into account. In particular, the Contractor must treat all Service Users in a polite and courteous manner recognising their rights as individuals and respecting the confidential nature of personal data in their possession. Proper care should be taken to protect Service Users from curiosity, insult and physical harm.

Annex C: Structured Data 1. Paragraph 2.2 of this Statement of Requirements stipulates that the Contractor is required to align the means to capture and

securely transfer structured data to the Authority and Specified Partners. 2. The Authority has identified the following requirements for Structured Data capture. Further requirements may be identified both

prior to and post contract commencement and the Contractor shall amend and update the structured data capture tool accordingly, within ten working days of change notification.

3. The same information is required both for Asylum Applicants and Dependants.

Language Primary (main language and dialect (if applicable) /1st language / Chosen language

Do you need an interpreter?

What are ALL the other languages and dialects (if applicable) you speak

The language and dialect (if applicable) that the interview is being conducted in?

English capability / Level of English

Second language

Would you like a male or female interpreter for your screening interview or no preference?

Asylum - basic

Are you claiming asylum in own right or as a dependant? From what country/countries do you claim to fear persecution?

Have you previously claimed asylum in the UK?




Have you previously claimed asylum in another country?

Through which countries have you travelled on your journey to the UK?

Bio data

Title What is your family name / surname?

What are your first name / forename/ given names?

Have you ever used/been known by any other names? Aliases? Details to be provided

Gender - Male or Female?

What is your date of birth?

In which village, town or city were you born?

What is your country of birth?

What is your nationality / country of origin?

Do you hold any other nationalities?

Do you have a NI number?

Have you previously had an NI number

What is your marital status?

Is your partner/spouse currently in the UK?

What is your race or ethnicity?

What is your religion?

What is (or was) your occupation?

Do you have dependants with you in the UK? If, yes, please provide names, relationships and DoBs If "yes" record all names, relationships and dates of birth

Do you have any dependants that you wish to be included on your asylum application? If yes, ask questions to establish who is main applicant and whether dependants are eligible to be added to lead applicant's claim

Number of adult dependants

Number of child dependants? Are all under 18?

Is principle applicant claiming asylum?

Is principle applicant claiming support?

Appointment Booking - ASU

Questions to ascertain if person requires a scheduled appointment or emergency appointment (vulnerability, destitution, serious medical and mental health, domestic violence; accommodation issues etc

Address / Contact Information




Do you have a place to stay in the UK whilst your asylum application is considered? Details?

Do you have a current address? Details

When did you move into your current address?

Is this your correspondence address?

Have you been asked to leave this accommodation?

Who presently provides you with accommodation?

Who do you live with?

Do you pay towards accommodation costs?

Why are they still not able to support you? Do you have any previous UK addresses? If so provide the full addresses and for each address, answer: - When did you move into your former address? -When did you move out of your former address? -Who did you live with at your former address? -Why are they unable to support you?

Do you have a contact mobile and landline number? Details

Current circumstances

Are you okay to continue living at this address throughout duration of application or will you require accommodation to be provided from the day of your application? Do you feel safe in the current accommodation and okay to continue living there until day of appointment? Spouse /partner to be asked this too.

Are you destitute or street homeless tonight?

Will you be destitute or street homeless within 14 days?

On what date will you become street homeless?

When did you last enter the UK? (part-covered by travel history)

On what date did you claim asylum?

Do you have an oyster card?

Passport Details

Have you ever had your own national passport (if no, why not).

Have you ever or do you still hold a passport?

Do you have a current passport or travel documents? If so, provide details of: country of issue; date of issue; date of expiry; issuing authority; Passport number




Can you provide this passport or travel document with your application?

Can you produce your own national passport today?

Can you produce your own national passport within 3 days?

Where is your passport/travel document now?

Explain the circumstances of it being lost, stolen or with the Home Office.

Tell us where you reported the loss or theft of your passport. What document did you use to travel to the UK? Ask these supplementary questions if in possession of an invalid doc or no doc has been provided: a) Where did you get this document? b) Who showed this document when you checked in for your flight/mode of transport? c) Who had control of this document during your journey to the UK? d) Can you produce this document today or within 3 days? If not, why not? e) If the document was given to an agent: Why did you do this? f) What would have happened if you had not returned the document to the agent?

Have you ever had your own national identity card/military identity card or driving licence? If "yes" where is it now? Have you ever used any other names or aliases?

Have you ever claimed asylum in the UK before? If "yes", where and when

Have you applied for or been issued a UK visa before coming to the UK? If "yes" provide all details; were you fingerprinted as part of the application process?

Have you ever applied for or been granted leave to enter/remain in the UK before? Details - where, when, why?

Do you have valid leave to remain in UK? If so, when does it expire?

Have you been issued with a biometric residence permit? If "yes", ask qs explore happened to it

Have you applied for or been issued a visa for any other country before?

Have you been fingerprinted in the UK or any other country before? If "yes" where, when and why?

Health

Do you have any medical conditions you would like the Home Office to be aware of? Supplementary questions to investigate: -How long have you suffered with this condition? -Diagnosed by a recognised medical practitioner? -Receiving specific treatment in UK? NHS? -Name/Address of GP and/or treating clinician/midwife?? -Any medication (please bring with you to appointment)? - Any specialist care?




Do you have any disability? Supplementary questions to investigate: -Nature of disability; Specialist treatments /care in the UK? Name/Address of GP and/or treating clinician/midwife?? -Medication

If applicant is female: Are you pregnant? Supplementary questions: - Approx. due date?; - Any complications?; - Have you seen a GP and or a midwife?

Do you have any special requirements that the Home Office should be aware of for your screening appointment?

Do you have any medical or disability specific accommodation requirements? If yes, please provide full details and supporting documents Tell us if there are any other reasons why we should prioritise your support application: - Pregnant? - Mental Health Problems? - Serious physical health problems? - Victim of domestic violence? - Age Dispute? - Potential Victim of trafficking? If any of the above applies, do you hold any supporting documents? If yes, please provide details.

Provide any additional information that you feel the Home Office should take into account (for your application for support)

Employment history

Are you currently employed/working in the UK?

Employers Business Names

Employers Title

Employers Given Names

Employers Family Names

Employers address

What date did you start this work

Are there any other employers to declare

Financial Details




Do you have any of the following material assets? - Property in the UK; -Property outside the UK; -Land in the UK; -Land outside of the UK; -Valuable jewellery; - TV, DVD, electrical goods; - car, vehicle. If yes for any, provide details of the value, currency and whether the asset can be liquidated.

Do you wish to add another material asset? If Yes, provide details for each asset of: - what the asset is; -what its monetary value is; -what currency its in; - can you access it. Do you have any of the following monetary assets? - cash held in the UK; -Savings/Investments in UK? -Savings / Investments outside of the UK; -UK Bank/Building Society Accounts; -Off-Shore bank accounts. If yes, for any of the above describe the asset, its value and currency, the bank/building society it is held with and whether it can be accessed in UK Do you receive any of the following public funds? - attendance allowance; -carers allowance; - child benefit -council tax benefit; -disability living allowance; -health in pregnancy grant' -housing benefit; -housing and homelessness assistance; -income based job seekers allowance; -income related employment and support allowance; -income support; -severe disablement allowance; -social fund payment; -state pension credit; -working tax credit. -Universal Credit -Personal Independence Payments (PIP) If the answer is yes to any of the above please provide details of the date it commenced, its value and frequency.

Have you received any support from friends since arriving in the UK? If Yes, please provide their full name and address and a description of the support they provide you with.

Have you received any support from relatives since arriving in the UK? If Yes, please provide their full name and address and a description of the support they provide you with.

Criminality and Security screening

Have you even been arrested, charged with or convicted of any offence in any country (Inc traffic offences). If" Yes", record full details of date, country, offence and sentence?




Are you subject to an arrest warrant or wanted by any law enforcement authority for an offence in any country? If "yes" record full details of date, country and offence.

Have you ever been involved in or supported terrorism or engaged in violent opposition to a national government? This includes financial support). If "yes" record full details.

Have you every been detained as a suspected terrorist or enemy combatant, whether charged or not? If "yes" record full details

Have you ever said or written anything which: praises or justifies terrorism or tried to make others commit terrorist / serious criminal acts; or encourages hatred between communities? If "yes" record full details.

Has you ever taken part in any illegal activities or activities which might case doubt on your good character which you have not already mentioned? If "yes" record full details.

Have you ever worked for any of the following organisations: (state or non-state): armed forces, government, judiciary, media, public or civil administration, security inc police or private security companies. If "yes to any of the above, provide the following details: names of all the relevant organisations, rank/position, dates

Statement to read to applicant and question about whether applicant has a preference to be interviewed by woman or man or no preference

Statement about application for a Biometric Resident Permit. Name, DOB, Gender and Nationality of main applicant and each dependant. Signature of main applicant and any dependants who are over 16

Family Background

What was your last permanent address in your country of origin? Record all addresses in last 5 years of occupancy

What is your marital status? If married, investigate where spouse is; how long have you been married? If not married, ask if in a relationship with another person in UK or abroad?

When did you last see your spouse/partner?

How many children do you have? Record all (Names, DOBs and current locations)

When did you last see your children?

What are the names and DOBs for the rest of your family (include all immediate family members and siblings, including any alias used, if known)

Do you have any family in the UK (If "yes" provide all relevant details such as names, DOBs, current address and contact phone, immigration status, how long have they been in the UK?)

Legal representative

Do you have a Legal representative?

Who pays for your legal representative?

Representatives Title

Representative given names

Representatives family names




Representatives address

Representatives preferred contact number

Completing support application

Did anyone help you to complete this form?

Title

Given names

Family names

Address

Contact number

S4

Have you applied for Section 4 Support before?

On what date did you apply?

Have you been refused section 4 support before?

Why were you refused section 4 support before?

Have you applied for and been offered Section 4 Support before but did not take up the offer of support?

Have you had Section 4 Support discontinued?

Provide the reason why? (reasons given by UKBA or AST)

Date it was discontinued

Have you tried to obtain documentation to be able to return home?

Have you applied for Assisted Voluntary Return?

When did you apply?

Have you been offered a flight you have failed to take?

If you have applied for support because you are unable to leave the United Kingdom due to a medical or physical condition or some other medical reason – please provide the reasons

If you have applied for support under “no viable route of return” criterion - please complete the gaps: I am a national of__________. The Secretary of State stated on __________ that there is currently no viable route of return to_________.

If you have selected the Judicial Review criterion - please confirm: 1) have you applied for a judicial review in relation to your asylum claim? 2) When did you apply for a judicial review? 3) has your case been given permission to proceed or granted leave to proceed?




Breach of a person’s rights under the European Convention on Human Rights (ECHR) / Further submissions: 1) Have you submitted further submissions, that you wish to be considered by UKBA as a fresh claim or human rights claim AND not yet had a decision from UKBA as to whether the further submissions amount to a fresh claim? 2)If someone is representing you in connection with these further submissions give their contact details. 3)State the reason, attaching evidence as appropriate, why a failure to provide section 4 Support would otherwise breach your ECHR rights.

Additional information

Please use this space to provide any additional information you deem relevant that may help us consider your application.

Photographs and Documents Checklist

Tick box for detailing the most commonly sent documents and space to list additional documents