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Zoe Charlesworth
Policy in Practice
Mitigating the impact of
Welfare Reform
Thursday7September2017
Agenda
1. About Policy in Practice
2. Targeting resources
3. How support is delivered
4. Final thoughts
We make the welfare system
simple to understand, so that
people can make the decisions
that are right for them
www.policyinpractice.co.uk
SOFTWARE
individual impact
CONSULTANC
local impact
POLICY
national impact
Mitigating the impact for claimants
Who to target?
What support is needed?
How is support delivered?
1. Who to target?
Pro-active identification
• Data analysis / client tracking
• Dependant on organisational requirements eg:
1. To protect rents:
• Tenants with arrears and no monthly income and no savings
• Self-employed with no savings
2. Homelessness prevention:
• Private tenants with no non non-dependants, savings or monthly earnings
3. Households that will lose under UC:
• Those losing ESA WRAG/disability premiums. Self-employed
On-demand
2. What support is needed?
• Self-identification of need
• Triage
• What is the trigger?
• Do you have the rights tools?
Triage
Triage
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
3. How is support delivered?
• Self-service tools
Simple and easy to use
Easily accessible
Engaging
• Support tools
Benefits calculator
Advice and support
How is support delivered?
Using a calculator as a tool
How is support delivered?
Client-focused advice
• Personalised
• Relevant
• Action-focused
Client preparedness - knowledge
Calculator example
How is support delivered? budgeting
Budgeting
- During 6 week wait and ongoing
- Impact of landlord payments?
- Impact of advance payments?
- Weekly earnings against monthly UC?
Budgeting support
How is support delivered?
Monthly UC, weekly income
Some final thoughts …
• Transitional protection will end as changes of
circumstances occur
• Mitigation and support measures need to be ongoing,
not just for the initial transition
• Families with 2+ children will be significantly worse off
after migration to UC (2019?)
• If you know who needs support in advance you can
seek to avoid crisis
23
Questions
www.policyinpractice.co.uk
Thank you
Zoe Charlesworth
zoe@policyinpractice.co.uk
hello@policyinpractice.co.uk
0330 088 9242
Some questions from attendees
1. What resources or tools do you suggest for those vulnerable people and those with
little or no IT skills?
2. To what extent are customers willing to accept assisted payment?
3. Can those on UC afford the rent we are going to be charging them?
4. To what extent should organisations consider a tenant's broader credit
commitments, and how they are servicing these, to better understand budgeting
and prioritising different debts
5. At what point in time was it best to start engaging with customers?

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Mitigating the impact of welfare reform in Scotland

  • 1. Zoe Charlesworth Policy in Practice Mitigating the impact of Welfare Reform Thursday7September2017
  • 2.
  • 3. Agenda 1. About Policy in Practice 2. Targeting resources 3. How support is delivered 4. Final thoughts
  • 4. We make the welfare system simple to understand, so that people can make the decisions that are right for them
  • 6.
  • 7. Mitigating the impact for claimants Who to target? What support is needed? How is support delivered?
  • 8. 1. Who to target? Pro-active identification • Data analysis / client tracking • Dependant on organisational requirements eg: 1. To protect rents: • Tenants with arrears and no monthly income and no savings • Self-employed with no savings 2. Homelessness prevention: • Private tenants with no non non-dependants, savings or monthly earnings 3. Households that will lose under UC: • Those losing ESA WRAG/disability premiums. Self-employed On-demand
  • 9. 2. What support is needed? • Self-identification of need • Triage • What is the trigger? • Do you have the rights tools?
  • 12. 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
  • 13. 3. How is support delivered? • Self-service tools Simple and easy to use Easily accessible Engaging • Support tools Benefits calculator Advice and support
  • 14. How is support delivered? Using a calculator as a tool
  • 15. How is support delivered? Client-focused advice • Personalised • Relevant • Action-focused
  • 16. Client preparedness - knowledge Calculator example
  • 17. How is support delivered? budgeting Budgeting - During 6 week wait and ongoing - Impact of landlord payments? - Impact of advance payments? - Weekly earnings against monthly UC?
  • 19.
  • 20.
  • 21. How is support delivered? Monthly UC, weekly income
  • 22. Some final thoughts … • Transitional protection will end as changes of circumstances occur • Mitigation and support measures need to be ongoing, not just for the initial transition • Families with 2+ children will be significantly worse off after migration to UC (2019?) • If you know who needs support in advance you can seek to avoid crisis
  • 25.
  • 26.
  • 27. Some questions from attendees 1. What resources or tools do you suggest for those vulnerable people and those with little or no IT skills? 2. To what extent are customers willing to accept assisted payment? 3. Can those on UC afford the rent we are going to be charging them? 4. To what extent should organisations consider a tenant's broader credit commitments, and how they are servicing these, to better understand budgeting and prioritising different debts 5. At what point in time was it best to start engaging with customers?

Editor's Notes

  1. 30% = self serve / guidance 50% = information and advice 20% = support and advocacy
  2. Show self employed with current vs UC , benefit breakdown and alerts. Then show next slide with action-oriented advice
  3. Show case with self-employed, diferent between UC and current, hovers, alerts
  4. Q: How long would a typical case take to assess? Q: How long does it take to get started with this software? Q: What customisations can you do for me? Q: What training and support do you give for clients? Account management story: training (webinars, Olark) / on boarding / roll out / usage monitoring