Social Security Scotland Rachael McKechnie Head of Client Experience Housing Support Enabling Unit Event 19 September 2019 Dignity, fairness, respect.
What I’ll talk about • Role of Social Security Scotland and how we’re structured. • what we’ve done so far. • How that’s benefitted our clients. • How we’re ensuring our service meets clients’ needs. • What’s next. • Working together.
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What we’ve done so far • Established our central offices, online and telephony channels • Building a diverse workforce with the right attitude and necessary skills. • 6 benefits now in operation: Carer’s Allowance Supplement. Best Start Grant Pregnancy and Baby Payment. Best Start Grant Early Learning Payment. Best Start Grant School Age Payment. Best Start Foods. Funeral Support Payment. • Working closely with partners to raise awareness and increase uptake.
Achievements in in Numbers • Carer’s Allowance Supplement • Latest telephony service client (Sept 2018 to June 2019): feedback (to March 2019, n=300): 235,405 payments have been • 89% felt their call was answered made. quickly. 91,550 carers have received at • 80% felt that they got what they least one payment. needed from the call. • 86% were happy with the overall • Best Start Grant (to 30 June 2019): service they received. Around 63,875 Best Start Grant • 1,700 people on our Stakeholder applications processed. Of these, around two thirds Contact List (42,515, 67%) were authorised. In total, £12.9 million of Best Start Grant payments issued.
Ensuring the system that meets cli lient need • Experience Panels • User research • Client feedback • Stakeholder engagement • Continuous improvement Dignity, fairness, respect.
Looking to the Future… • Delivery of increasingly complex benefits. • Significant staff recruitment. • Establishment of our face to face pre-claims support (Summer 2020) • Development of strong partnership working • Continually reviewing and improving
Scottish Social Security: Delivery Timetable (1) Benefit Client Group Implementation Date Carers Allowance Supplement Carers in receipt of Carer’s Allowance Paid every 6 months based on a qualifying date • Pregnancy and Baby Payment Best Start Grant People on low incomes and receiving certain qualifying benefits with young children opened 10 December 2018 • Early Years Payment opened 29 April 2019 • School Payment opened 3 June 2019 Best Start Foods People on low incomes and receiving certain 12 August 2019 qualifying benefits from pregnancy through to when the child is 3 years old Funeral Support Payment People on low incomes and receiving certain 16 September 2019 qualifying benefits Young Carer Grant Young people aged 16, 17 or 18 who do at least Autumn 2019 16 hours of caring a week and don’t receive Carer’s Allowance.
Scottish Social Security: Delivery Timetable (2) Benefit Client Group Implementation Date Disability Assistance for Children and Young Under 18s needing additional care or with mobility difficulties Summer 2020 People (new claims) Scottish Child Payment Low income families for children under 6 years old Autumn 2020 Disability Assistance for Working Age People People aged under state pension age needing additional care 2021 or with mobility difficulties Disability Assistance for Older People (new Over state pension age with a physical or mental disability that 2021 claims) necessitates support from a carer or supervision Winter Heating Assistance Eligible older people in Scotland who receive another type of Winter 2021 payment from us Cold Spell – Winter Heating Assistance Winter 2021 Scottish Child Payment Low income families with children under 16 years old 2022 Carer’s Assistance People under state pension age providing more than 35 hours 2022 care a week to a person receiving particular disability benefits
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