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Webinar: Helping people transition onto Universal Credit


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Organisations tasked with delivering frontline support are fine tuning action plans to help prepare people ahead of the full service roll out of Universal Credit, which is set to accelerate this October.

Local authorities and housing associations can learn from peers who have already moved on to Universal Credit full service. Understanding the operational challenges faced during the transition period, and the strategies employed to deal with them, could make all the difference to a successful roll out.

Guest speakers from Aster Group housing association and Croydon Council shared how they've helped their customers move over to full service Universal Credit and how Policy in Practice's Benefit and Budgeting Calculator has helped.

For further information visit, email or call 0330 088 9242.

Published in: Government & Nonprofit
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Webinar: Helping people transition onto Universal Credit

  1. 1. Helping people transition onto Universal Credit Wed 6September2017
  2. 2. Housekeeping • Audio check • Please ask questions • Polls and a survey • Finish by 11:30
  3. 3. Speakers Deven Ghelani, Director Zoe Charlesworth, Head of Policy Policy in Practice Ian Cory Welfare Reform Manager, Aster Housing Group Natasha Jebbison Karl Lartey Croydon Council
  4. 4. Agenda 1. Introduction Deven Ghelani, Director, Policy in Practice 2. Organisational preparedness Ian Cory, Welfare Reform Manager, Aster Housing Group 3. Strategies for client preparedness and support Zoe Charlesworth, Head of Policy, Policy in Practice 4. Frontline perspective Natasha Jebbison and Karl Lartey, Croydon Council 5. Next Steps
  5. 5. 555 Poll: What are your biggest challenges for rolling out Universal Credit?
  6. 6. We make the welfare system simple to understand, so that people can make the decisions that are right for them
  7. 7. SOFTWARE individual impact Analytics local impact POLICY national impact
  8. 8. Successful transition to UC
  9. 9. Helping Customers Transition onto Universal Credit
  10. 10. Helping Customers onto UC Helping people to claim benefits is the job of the benefit provider… Do we add value or cause delay? Do different messages give clarity or confusion? What role should a social landlord have in todays world?
  11. 11. Helping Customers onto UC Supporting our Customers Protecting the Business Getting the balance right is key. Everyone’s customer profile is different Everyone’s business is different
  12. 12. Helping Customers onto UC Know your customers Generic verses Specialist? WR specialists? Customer champions? Communications…digital or non digital?
  13. 13. Helping Customers onto UC Helping customers onto UC is just the start Getting them to pay their rent is the outcome we all need.
  14. 14. Helping Customers to Pay Rent Aster’s Focus is on Rent Payment not Transitioning onto Universal Credit Triage – a risk assessment – what are the barriers to you paying your rent? • Digital Exclusion • Financial Exclusion
  15. 15. Helping Customers to Pay Rent Triage Outcomes: Support referral – internal or external Alternative Payment Arrangement – MPTL Payment plan and agreement Identification of the non-engagers
  16. 16. Helping Customers to Pay Rent Aster’s new support service is coming… Combining digital and financial support. A menu of options under the headings of: Support needed Digital: Equipment, Skills Financial: Banking, Budgeting, financial management Delivery method 121, classroom, referral
  17. 17. Helping Customers onto UC Aster’s Learning: Don’t panic…get a plan Take the low hanging fruit – R U UC Ready? Start a HB 2 U campaign Start a rent in advance campaign Think carefully about buying external data Target your work: • Who • When • How
  18. 18. Helping Customers onto UC Aster’s Learning: Engage with the DWP Sing the benefits of UC Understand the common purpose Use DWP communications, You Tube videos and documents
  19. 19. Helping Customers onto UC Aster’s Learning: Manage staff resistance: Anger, resistance, learning, acceptance, buy-in Understand customer resistance: Anger, confusion, learning, acceptance, benefit realisation
  20. 20. Helping Customers onto UC Aster’s Learning: Recognise that UC = increased arrears Ensure your business plan can cope Predict future arrears and update: Example – annual debit = £50,000,000. 10,000 customers No. on UC 1000 – av arrear = £350. Total Arrear = £350,000 No. no UC 9000 – av arrear = £50. Total Arrear = £450,000 So we see £800,000 debit = 1.6% No. on UC 5000 – av arrear = £350. Total Arrear = £1,750,000 No. no UC 5000 – av arrear = £50. Total Arrear = £250,000 So we see £2,000,000 debit = 4%
  21. 21. Helping Customers onto UC And finally… Look out for announcements from the DWP on Trusted Partner Status and on the Portal And recognise their test and learn approach will continue to drive change as they improve the system, receive feedback, improve the system, receive feedback, improve the system, receive feedback, improve the system, receive feedback, improve the system, receive feedback…
  22. 22. 242424 Mitigating the impact for the customer
  23. 23. The key issues for claimants 1. Knowledge: Enables the customer to make informed choices 2. Errors in assessments: What is the correct amount? 3. Monthly payments: budgeting, weekly income and monthly UC 4. Landlord payments 5. 6 week wait: Interim payments? 6. Who to contact? • Problems with contacting benefit centres • Time-consuming and costly • High drop-out rate with application form • Housing Benefit will no longer be there for advice
  24. 24. Mitigating the impact for claimants Who to target? What support is needed? How is support delivered?
  25. 25. 1. Who to target? Pro-active identification data analysis / client tracking Dependant on organisational requirements e.g: • To protect rents: • Tenants with arrears and no monthly income and no savings • Self-employed with no savings • Homelessness prevention: • Private tenants with no non non-dependants, savings or monthly earnings • Households that will lose under UC: • Those losing ESA WRAG/disability premiums. Self-employed On-demand
  26. 26. 2. What support is needed? Self-identification of need Triage What is the trigger? Do you have the right tools?
  27. 27. Triage
  28. 28. Triage
  29. 29. 3. How is support delivered? • Self-service tools Simple and easy to use Easily accessible Engaging • Support tools Benefits calculator Advice and support
  30. 30. Meeting the needs of your clients of tenants require no support 30% of clients require some support 50% of clients require a lot of support (and take up 80% of staff time) 20% Source: Curo Group, 2017
  31. 31. Demo of calculator
  32. 32. Client preparedness - knowledge Calculator example
  33. 33. Budgeting Support Budgeting • During 6 week wait and ongoing • Impact of landlord payments? • Impact of advance payments? • Weekly earnings against monthly UC?
  34. 34. Demo of budgeting
  35. 35. Demo of calendar
  36. 36. Assisting claimants transition to UC: Conclusion CHALLENGE MITIGATING STRATEGY Identification & targeting Pro-active: data analysis, publicity Re-active: triage and triage tools Customer knowledge Errors in assessments Pre-UC assessments: Self-service facilities Advisor comparison of UC Advisor assessment explanation A calculator/advice tool can really help - Benefits are complex ! Monthly assessment A tool to calculate monthly UC against weekly income Landlord payments Engagement & discussion Personal budgeting tool 6 week wait Triage Personal budgeting (to ensure priority bills are paid) Understanding of ongoing impact of advances Support Self-service access to support tools Engagement with customers Tools to facilitate support and advice
  37. 37. 414141 Mitigating the impact for the customer The Croydon experience
  38. 38. 424242 Poll: What do you need help with to successfully roll out UC?
  39. 39. Clients
  40. 40. 454545 It is very quick to use so it was not taking up all our time during the meeting it left more time to discuss the results with the customer. I will definitely be using this in the future, a very good tool to have. I think the calculator is brilliant and really easy to use, it can email and print out calculations and the comparison was fab The best reaction I got was a customer that stated "I am definitely getting a job now“. Feedback from frontline advisors
  41. 41. 46 Questions
  42. 42. Next steps Download our Benefit and Budgeting Calculator handout Short survey: • We value your feedback • Ask questions or clarifications • Book a demo for you and your colleagues Next webinar: • How to future proof your Council Tax Reduction Scheme for Universal Credit • Wed 11 October at 10:30
  43. 43. Thank you 0330 088 9242