Preparing to Administer the Scottish Welfare Fund

Renfrewshire Council23 January 2013

Emma Shields: Operational Services Manager

Overview

• Our Journey So Far

• Customer Journey Work

• Customer Journey

• Ongoing Development

SWF: Our Journey So Far.......

• Welfare Reform Programme• Analysis of DWP data and review of early Scottish

Government guidance• Administration decision

• Benefits Service• Senior Benefits Assessor & Benefits phone team• Job evaluation and recruitment complete

• Developed a Customer Journey• System procurement (ongoing)• Fulfilment Options (ongoing)• Telephony (ongoing)

Renfrewshire CouncilWelfare Reform Programme

Customer Journey Work

OBJECTIVES:

• Mapping to understand the high level process• Raise questions and debate• Undertake consultation with other services• Inform decision making• Identify areas of discretion• Inform task planning

Initial stages of customer journey

Contact

Council

about a CG

•Application by phone

•Downloadable form from website

•Paper form supplies available

Eligibility

/security

check

•Signposting at initial contact if CG not suitable

•Establish customer is who they say they are

•Check in receipt of appropriate benefits

Capture

detail

s

•Operational Services phone team complete application form over phone (eform format)

•E-form routed through DIP system to Benefits complex processing team for action.

•Forms submitted by post or handed in scanned and routed to Benefits Complex Processing Team

Contact

Council

about a CCG

•Forms available to download online, pick up at numerous Council Outlets

•Forms provided to partners to use to support customers with completion.

Application

Received

•Forms submitted by post, by hand, electronically from partner organisations (or customers themselves)

Applications Route

d

•Scanned and routed to Benefits Complex Processing Team

Application Consideration

Vetting

•Applications allocated to Senior Benefit Assessor in line with target dates

•Applications vetted and assigned High, Medium, Low Priority

•Eligibility check undertaken and signposting where CG or CCG not appropriate

High priori

ty application

s

•Application considered.

•Data captured on system

•Additional evidence requested (if required)

•Budget Considered

•Method of fulfilment considered

Medium/Low

priority

application

s

•Consider budget position.

•If budget available – process as high

•If insufficient budget issue decision and signposting where appropriate.

Decision-making

Decision

•Consider all details and evidence.

•Refer to budget position

•Consult guidance on fulfilment options

•Make award decision

Confirm

•Crisis Grant – text decision and follow up with letter

•Community Care Grant – issue decisions letter

•Follow-up up with any signposting support

Fulfilmen

t

•CG Cash award – issue text with barcode for cash collection

•CG Award goods/vouchers

•CCG – Cash award – bank transfer/cheque

•CCG – Goods – order goods from framework suppliers

Ongoing Development

• Furthering system procurement• Exploring fulfilment options• Identifying all points of discretion within

guidance.• Recommending the Council’s approach to

discretionary points to inform a SWF policy for consideration and approval by elected members.

• Developing detailed guidance and training for staff.