Written evidence from Citizens Advice Scotland (FJP0066)

Citizens Advice Scotland (CAS), our 61 member Citizen Advice Bureaux (CAB), the Citizen Advice consumer helpline, and the Extra Help Unit, form Scotland’s largest independent advice network. Advice provided by our service is free, independent, confidential, impartial and available to everyone. Our self-help website Adviceguide provides information on rights and helps people solve their problems.

In 2014/15 the Citizens Advice Service network helped over 323,000 clients in Scotland alone and dealt with over one million advice issues. With support from the network clients had financial gains of over £124 million and the Scottish zone of our self-help website Adviceguide received approximately 5.4 million unique page views.

Issues relating to benefits and tax credits are the most common area of advice provided by citizens advice bureaux in Scotland, with 220,000 new issues in 2014/15, representing 37% of their work.

Summary of recommendations

Whilst recent reforms to the Jobcentre Plus model have brought modernisation to the services provided, we have concerns that they are not meeting the needs of a significant section of claimants. The removal of phone lines and the push towards digital services has increased the need for advice and support at just the point at which Jobcentres are moving away from providing this support. This has left many claimants, including those with significant vulnerabilities, unable to access support to claim their entitlement, which is putting pressure on independent advice services. The significant changes entailed by the roll out of Universal Credit risk magnifying these problems. Based on the experiences of these claimants, we recommend that:

• As a matter of urgency, the DWP should make arrangements to ensure that adequate face-to-face or telephony support is available to Universal Credit claimants, including providing training to advisers to ensure that they understand the Universal Credit system.

• Digital Jobcentres provide phones for claimants to use if they do not have access to a phone at home.

• Jobcentres must ensure that the support provided to those who lack computer skills is appropriate and that alternatives are provided for those who may never be able to use digital services due to illiteracy, disabilities or other complex needs.

The DWP introduce procedures which ensure a proactive approach is taken to identifying people in vulnerable situations, ensuring that any relevant personal circumstances such as mental and physical health issues and care responsibilities are identified as early as possible when the claimant commitment is initially being drafted.

In this response, we also outline two examples of positive partnership working between Jobcentres and the Citizens Advice Service. These examples provide insight into the opportunities afforded by local partnerships and the positive outcomes this can have for claimants. 

Changes to the Benefits System and implications for Jobcentre Plus

The number of Universal Credit (UC) claims in Scotland remains relatively low, due to the gateway conditions which exclude a large number of potential claimants[1] and the fact that, at the time of writing, Universal Credit has still to be rolled out to two of Scotland’s 32 local authorities. By way of illustration, between April and December 2015, advice relating to UC made up only 1% of the total benefits advice provided by citizens advice bureaux in Scotland.

There are approximately 832,000 claimants of the legacy benefits in Scotland, which indicates the scale of the rollout ahead. However, it will not be until 2018 at the earliest that current claimants of Employment and Support Allowance (ESA), Jobseekers Allowance (JSA), Income Support, Housing Benefit or Tax Credits will be migrated to Universal Credit, with the current timetable seeing the full transition to Universal Credit completing in 2021. Until then, DWP staff and welfare rights advisers will be required to navigate a complex legislative and policy landscape in which there are effectively two benefits systems running in tandem, depending on the claimant’s circumstances, and potentially three, depending on how the Scottish Government use the new devolved social security powers and when these become enacted.

This level of complexity requires specialist knowledge of social security. As the intention of the DWP is for Jobcentres to focus on supporting people to carry out job searches and meet their claimant commitments, and not to provide advice on benefit entitlement and applications, this leaves a significant gap in support for claimants. This detaches the Jobcentre from the system that they act as a gateway into. This is already and will increasingly place demands on the services of independent advice providers, such as citizens advice bureaux.

A West of Scotland CAB reports of a client who states that her regular payment of UC should have been made at the end of November, but this did not happen, so a £100 advance payment was made. At the end of December the client contacted the UC helpline who undertook to investigate and said they would call back within three hours. The client did not receive this call back. The client went to the Jobcentre Plus who stated that they could not help. The client is “at wits end” and doesn't know what to do now.

In October 2015, CAS received responses from 15 CAB welfare rights advisers to a survey which included a question about the level of training of Jobcentre Staff and the impact this can have. CAB advisers mentioned issues in relation to the attitude and behaviour of staff, the need for more care and attention being taken when completing the Claimant Commitment, and the fact that Jobcentre advisers are not trained in the benefits system and are not qualified to assess entitlement.

“Jobcentre staff are not trained in all benefits and a client cannot turn up and ask “what am I entitled to?” This service is only available via the phone apparently… [If Jobcentre Plus staff could] assist clients in applying for the correct benefits, this would then improve timescales for processing benefits as there would be less inappropriate applications and less delay for the client in getting payment.”

“For us it’s really important that jobcentre staff do have a better understanding of the benefit system.  We have many clients who present requesting assistance with one benefit application when in fact they should be on another; even when we make contact with the relevant office it’s difficult to get an adviser to listen to what we’re saying and to look at the relevant qualifying criteria.  Sometimes the jobcentre assist with benefit applications and again they are applying for the wrong benefit.”

This DWP policy of not training Jobcentre staff in benefit entitlements, and the difficulties this presents for claimants currently, raises questions about how the service will cope as the Universal Credit caseload increases.

“More recently there has been a lack of knowledge regarding all aspects of UC.  CAB advisers have had to do research in order to ascertain rules because the frontline DWP staff have admitted that they just do not know. There is a general lack of information surrounding UC; as such this is making our jobs substantially harder.”

CAS recommends that, as a matter of urgency, the DWP make arrangements to ensure that adequate face-to-face or telephony support is available to Universal Credit claimants, including providing training to advisers to ensure that they understand the Universal Credit system.

Removal of ‘warm phones’

In response to the UK Government’s 2012 Digital Strategy[2], and in preparation for Universal Credit, in 2013 the DWP began introducing ‘Digital Jobcentres’. This included removing the standalone job points and installing new computers, as well as removing the ‘warm phones’ that were available for claimants to use, with the aim of encouraging people to make benefit claims and manage claims online. Whilst the Digital Jobcentre model is an important step towards modernising the services provided to those seeking work and will undoubtedly be a welcome change for some job seekers, it also poses threats to accessibility and can lead to increased financial hardship and inappropriate referrals to other services.

Citizens advice bureaux have reported a number of cases in which clients have spent considerable amounts of money trying to get through to the DWP and giving up due to long waits on helplines. If a client spends £10 in phone credit, this makes up 14% of the weekly JSA or ESA basic entitlement (£73.10 for single claimants over 25).

An East of Scotland CAB reports of a client who returned to get help writing a letter of complaint. He wished to complain about being put on hold for 40 minutes which cost £28.99 in phone bills.  As he does not have a phone he has to pay this back to his friend, whose phone he used.

Having no phones available to use in the Jobcentre also leads to inappropriate referrals to other services – often charities – simply to use a phone to call the DWP. This creates a burden on citizens advice bureaux who do not have the resources to provide a ‘warm phone’ service for clients to use. CAB interview rooms and adviser time is spent waiting with a client while he or she makes a phone call to the DWP, having been turned away from the Jobcentre and told to ‘go to your local CAB’.

A West of Scotland CAB reports of a client who could not telephone and find out about his JSA from DWP office. He was advised to come and see us to use the telephone. This means that claimants are being directed to a charity to do this. We are very busy so this means that an adviser and a room are used up in order to make a phone call which could be done at the Job Centre. It also means that we are paying for the phone call out of our funding. If clients were allowed to make these calls from the Job Centre it would be an internal phone call from the Job Centre office to another department which would presumably not cost them anything.

CAS recommends that Digital Jobcentres provide phones for claimants to use if they do not have access to a phone at home.

Digital exclusion

Research carried out by Citizens Advice Scotland in 2013[3] showed that more than two fifths (44%) of CAB benefit clients aged between 45 and 59 said they never used the internet, compared with just 26% who said they used it often. A total of 76% of CAB clients said they would struggle to apply for a benefit online including 39% who said they could not apply online at all.

In August 2015 CAS carried out follow-up research which included a survey of 601 clients across 30 CAB in Scotland, 77% of which were in an area where Universal Credit was live at the time, and 74% of which were in receipt of benefits. The survey included questions around whether clients could use a computer; their ability to make an application for a benefit online; and their ability to apply for a job online.

Comparison with the research carried out in 2013 shows that although there is an improvement in CAB client’s ability to use a computer and the internet, one in five are still unable to do so, and this number rises when people’s ability to make benefit claims or apply for jobs online is considered: 59% could not make a claim for benefits online without help compared with 66% in 2013, and 54% could not apply for a job online without help, compared with 62% in 2013.

This lack of digital capability, coupled with the removal of phones for customers to use is likely to lead to benefit claimants feeling doubly excluded.

Jobcentres must ensure that the support provided to those who lack computer skills is appropriate and that alternatives are provided for those who may never be able to use digital services due to illiteracy, disabilities or other complex needs.

The expectation is that everyone will apply for Universal Credit online, and manage their claims that way. However, as the results of the survey show, realising this aspiration is still some way off. Not only are there a large number of people who do not have the skills or digital access to make and manage their claims online, but there are a number of changes of circumstances and complications that cannot be handled exclusively online. Case evidence from bureaux also shows that claimants have experienced a number of difficulties making their Universal Credit claims online.

An East of Scotland CAB reports of a client who attempted to apply for UC as a single claimant on 28th Dec 2015 online.  He did not receive an interview appointment so he tried applying online again, five times.  He then went into his local Jobcentre and applied online using their computer with help from the staff. He has still to receive an appointment.  He would like help applying for UC. Adviser’s comment: this client's online application could not be processed as described.  Jobcentre staff were unable to resolve issue.

A West of Scotland CAB reports of a client who is in receipt of Universal Credit but was seeking assistance  as she had had no payments into her rent account and is therefore falling into arrears. CAB phoned UC and spoke to an adviser who stated that the client was not live on the UC system and this would be the reason. The CAB explained that the client was still in receipt of the UC payment.  The DWP adviser checked two other systems and found information surrounding her claim, but said this was not live on the UC system. As the DWP adviser did not understand why she was live on one system and not the others she said she would arrange a call back within the next three hours from Works Services Department. Adviser’s comment: this case is not untypical where Universal Credit "lose" clients from the system.

CAS is also concerned that, with the introduction of Universal Credit, benefit claimants who are capable of and available for work are expected to search for jobs for up to 35 hours a week, and the DWP expects much of this job search activity to be carried out online . According to Ofcom statistics[4], 22% of households in Scotland do not have internet access. This percentage is likely to be higher for Jobcentre Plus customers, which means there is going to be increased demand for the computers available in Jobcentres in order for Universal Credit claimants to meet their claimant commitments and avoid a benefit sanction. This is likely to increase footfall in Jobcentres considerably. CAS is concerned that, despite the introduction of ‘Digital Jobcentres’, Jobcentres may not be equipped to cope with the number of claimants who will need to use these computers to carry out their online job search activity.

Identifying vulnerability and responding to changes in circumstances

The definition of vulnerability for DWP purposes is: “an individual who is identified as having complex needs and/or requires additional support to enable them to access DWP benefits and use our services.” Alongside this definition, the DWP provides a list of personal factors that can be associated with vulnerability, to help staff to recognise claimants that may need extra support. The list includes mental health conditions, drug or alcohol dependency, physical disabilities, learning disabilities, literacy levels and language skills, with the caveat that “vulnerability is not a static state associated with a particular circumstance or situation,” but a state that individuals can move in and out of.

However, despite this pragmatic and flexible definition, CAS has evidence which suggests that Jobcentre staff do not manage to identify vulnerable claimants often enough, and some case evidence which indicates that instead of providing the necessary support at the point of contact, individuals are signposted to CAB and other services, as is evidenced by the case below. This is possibly due to time and work pressures placed on frontline staff.

An East of Scotland CAB reports of a client who was advised to attend CAB by Jobcentre Plus for assistance to claim benefits. The client is an Asylum Seeker (and particularly vulnerable) and was not assisted to make a claim for benefit despite attending the Jobcentre on more than two occasions. The client was unsure which benefit was relevant and felt they were not supported at all.

A North of Scotland CAB reports of a client who is actively seeking work but, while never having applied for benefits in the past, feels he is left with no option. The client has very little English, no access to a computer and sought help with the completion of his application forms. With client's agreement a call was made to Jobcentre Plus to initiate the application for JSA. A request was made to the local Jobcentre Plus for interpretation services to be provided at the client’s first interview, but they stated that this could not be provided. Unfortunately, this client is new to the area and knows of no-one who would be able to accompany him.

CAB evidence shows that clients with mental health issues are frequently not identified as ‘vulnerable’ under the DWP’s definition, partly because the symptoms of mental health conditions are less visible than physical conditions or other personal circumstances. If the client’s vulnerability is not addressed in the claimant commitment, this may be setting the claimant up to fail and further increasing their vulnerability.

A West of Scotland CAB reports of a client who was claiming Jobseekers Allowance and had been sanctioned for not seeking work. He had explained to the jobcentre that his internet had been cut off, so he had written down what he had been doing, and that he was being treated for depression. He was told on that day that he was being sanctioned. The client says he found the attitude of the adviser at the Jobcentre rude and aggressive. She kept banging the desk with every sentence. The client suffers mental health issues and told her he was not feeling well. The client has since been taken into a psychiatric ward and has been an inpatient for two weeks. He is due for discharge tomorrow and does not feel he is fit for work at this time and has no money for food or fuel.

During 2015, Stirling CAB carried out research examining the impact that the Welfare Reform Act 2012 has had on people facing mental health problems. Interviews were carried out with clients and service providers as part of the Mental Health Money and Benefits Outreach Advice Service, a collaboration of the CAB in Stirling, Action in Mind and Forth Valley NHS, which provides advice and support for vulnerable people experiencing long term mental ill health. Analysis of the interview data shows that clients experience a number of barriers accessing and navigating the benefits system, and feel that their conditions are not understood or properly assessed.

“The interviews for getting the benefits are a nightmare and I hated going there. I felt like the people leading these interviews were judging

me for mental health problems. They made it sound like I am just too

lazy to go to work. But I have worked all my life so that’s definitely

not it. The people just didn’t believe me. They thought I was lying and

didn’t think that I was there because I actually needed help. I was by

myself and I wouldn’t have had any support.”

“Yes, I can have a normal conversation. The problem is just that I probably won’t remember that conversation the next day. That’s what they of course don’t see though. They only see you for a very short time on a specific day. What they don’t see is the broad picture behind it, people’s everyday life.”

Another problem that JSA claimants with mental ill health experience is being told by good intentioned Jobcentre staff that they are unfit for work and should instead be claiming ESA. This presents a problem for clients who have already undergone a Work Capability Assessment and been found fit for work, as it can interfere with the appeals process and when a client transfers from JSA to ESA, and vice versa, they often experience a gap in payments while the new claim is getting established.

An East of Scotland CAB reports of a client who came in as he is ‘at the end of his tether’ trying to get his ESA claim sorted out. The client was nearly blinded in September and also suffers from depression. The CAB talked to someone at the ESA escalation line in Aberdeen who suggested that the client apply for a rapid reclaim short term advance payment of Jobseekers Allowance. The client was very unwilling as he said that it was applying for JSA before which had messed up his ESA appeal and resulted in his benefits being stopped. The Jobcentre had told him that as he had a sick line he had to go away and could not sign on for JSA as he was not fit for work. Adviser’s comment: “This case has been a catalogue of mistakes.”

In addition to the DWP at times failing to provide support to vulnerable claimants, CAS has a great deal of evidence which suggests that poor service provision and benefit administration can and does cause such individuals to become more vulnerable than they were previously. This is particularly the case with those with mental health issues, but the case below shows an example of a client who almost lost his home due to errors and poor communication on the part of the Jobcentre and the DWP more generally:

A West of Scotland CAB reports of a client who has still not received any JSA payments.  He completed the JSA 3 claim form (as advised by the Jobcentre) and sent it away.  He received a text from them to say that it was incomplete and they would send it back (which they didn't). He then phoned and was told to make a new claim online, which he did. He missed a call and got a voicemail asking him to call them. When he did they said that his case was very complex and that they would have to read up his notes and someone would call him back within three hours.  The Jobcentre phoned him back and said it was nothing to do with them as it was a new claim. At this point the client gave up. He had received an offer of a house from the Council homeless department but was unsure if he could take it as he was unable to pay rent until his claim was resolved. The bureau phoned Jobcentre Plus and were told that we should phone the new claims line instead. When we did this we were told that the phone lines were down and we would have to phone back tomorrow or make a new claim online. An online claim was submitted and they will contact within 48hrs for an interview. The CAB contacted the housing department and explained the situation to them and provided the client with the welfare fund number for him to apply for a crisis grant.

Adviser’s comment: “We feel that this client has been seriously disadvantaged by errors on behalf of DWP and potentially could lose out on an offer of a house if this is not resolved.”

During 2015/16 CAS conducted a research project which explored the underlying causes and triggers that lead to people experiencing gaps in income and the pathways into and out of a state where an individual is unable to afford basic essentials. As part of this project, ten interviews were carried out with CAB clients between January and March 2016.

When asked what options the interviewees felt were available to them when they experienced a period of having no money to buy essentials, six of the ten replied that there were no or ‘not many’ options available to them. Many spoke of advice services such as citizens advice bureaux and Step Change as a way to access other services, and – unprompted – five interviewees mentioned the value of face-to-face advice. Specifically, interviewees were helped to access benefits they were entitled to, and to manage debt repayments. However, interviewees’ experience of the DWP and specifically Jobcentre Plus was not so positive:

“What happened was I was moved onto Jobseekers Allowance and I had to go to the Jobcentre to fill in the forms.  I have dyslexia and have trouble with writing and I just found it all very stressful… I got really low and wanted to end my life… I went to the foodbank for three weeks. Citizens Advice told me about it and the people there were very good...  Then I went to the doctor and got medication. I also started to go to the Shed [Age Scotland project aimed at older men] to get help with mental health. I went to the ‘Zero Project’ at Citizens Advice and they helped me to get the job that I am at. I am a cleaner and work 9-5, this will be my first full week in a job.”

This is a good example of how the NHS and third sector organisations have helped someone through a difficult time, but raises questions about whether statutory services are providing enough support to those with mental health conditions to claim benefits and find work which is suitable for them. When asked what in the system could be changed or improved to help people ‘get back on their feet’ after a period of income deprivation, eight of the ten interviewees mentioned the need for better access to information and support:

“I think just getting the help that you need.  I worked full time since I left school and paid my taxes and when I needed help it took a long time to get it.”

“I feel that there’s not enough information available on sources of support, especially for people in my circumstances.”

“As far as help goes it needs to be more accessible.  I know that there are people out there who are [ab]using the system but for those who need help, it is a minefield.”

CAS recommends that the DWP introduce procedures which ensure a proactive approach is taken to identifying people in vulnerable situations, ensuring that any relevant personal circumstances such as mental and physical health issues and care responsibilities are identified as early as possible when the claimant commitment is initially being drafted.

Culture change

The introduction of Universal Credit will see a major shift in the profile of the claimants who will be required to attend Jobcentres due to the diverse needs of individuals and families that the legacy benefits currently cater for. For example, the incorporation of Working Tax Credits means many UC claimants will already be in work, the incorporation of Child Tax Credits and Income Support means that many claimants will have childcare responsibilities, and overall the profile of UC claimants is likely to have a higher mean age than the current age of JSA and ESA claimants.

The services offered by Jobcentres, including in-work progression support, should be appropriate to an individual claimant’s circumstances. Support should aim to help claimants find a job that is best suited to their skills, experience, ambitions and individual requirements. It should not merely consist of setting targets to apply for a particular number of jobs each week, without regard to suitability or quality. If mandatory requirements are set, caution should be taken that they are reasonable and appropriate, and take into account an individual’s circumstances.

Aside from the culture change that current reforms will demand of jobcentres, CAS believes that any social security system should be fair, equal and responsive[5], and treat benefit claimants with respect and dignity. Although the majority of Jobcentre staff offer a high quality service, CAB evidence shows that some clients have experienced unhelpful attitudes and behaviours from Jobcentre staff. There may be a need for a more wide reaching culture change aimed at ensuring that all customers are treated with dignity and respect.

A West of Scotland CAB reports of a client who asked if he could use telephone to make a short term benefit advance claim.  He had been to the Jobcentre and felt that they were very unhelpful.  He asked if there was any financial help and was simply told ‘no’. He has already used the food bank a few times so he feels that he cannot go there.

An East of Scotland CAB reports of a client who had numerous health issues including heart attack, mobility problems and breathing issues. The client had been told by a work programme provider that it was pointless to attend appointments as there was nothing that they could do with him so they were going to just do his appointments over the phone. The client then received a new ESA50 form to complete. The client was confused by the form and had asked at the Jobcentre for some general information but was told to leave and go to the CAB for help. If he did not leave they would call the Police (during the appointment the client did not seem aggressive). Adviser’s comments: Unhelpful attitude by Jobcentre Plus not giving the client any guidance about how to complete an ESA50. The client was just told to contact CAB as they would help him to complete it. The client felt he was made to feel unimportant and worthless by staff at Jobcentre Plus.

Employment programmes

The existing Work Programme has been subject to wide-ranging criticism since its inception in 2011. This includes concern that it effectively required people to work without being paid a wage[6], that it was less effective at getting long-term unemployed people into work than taking no action would be[7] [8], and that the payment-by-results structure of its contracts led providers to focus on the easiest to help clients, whilst ignoring those who were furthest from the labour market.[9]

Devolution of employment support programmes presents an opportunity to create a new system, responsive to the needs of unemployed people in Scotland, and improving on the current system. There is already a substantial amount of well-regarded employability programmes and services in Scotland[10] together with Scottish Government activity such as the Youth Employment Strategy[11]. These could be built upon to develop a robust, effective and supportive system to work with people who are long-term unemployed and help get them ready for work.

However, with conditionality and sanctions within Universal Credit, Jobseekers Allowance (JSA) and Employment and Support Allowance (ESA) remaining reserved, a number of challenges exist. CAB clients engaged with the current Work Programme have sought advice because they have been sanctioned, in some cases in harsh circumstances.

CAS remains concerned about how this structure will sit alongside the current

sanctions regime which remains reserved. At the moment, Work Programme Providers have to refer ESA and JSA claimants for a possible sanction in every case where they fail to comply with their conditions; they have no discretion and are not able to consider whether the person had good reason for failing to comply – even though they know the claimant and might be sympathetic to, or in agreement about why non-compliance took place – e.g. a sick relative; transport problems; hospital appointments. Work Programme Providers should be there to support people into work rather than monitor conditionality.

In our view, maintaining a requirement on a Scottish Government-devised employment support programme to continue to refer people for sanctions could result in a strain between Governments which have a different view of the sanctions and conditionality regimes put in place by the UK Government. As a result CAS has recommended to the Scottish Government that employment programme providers are given discretionary powers over referrals over what is deemed to be non-compliance of the claimant commitment.

Coordination with other local services

CAS can provide some insights into the opportunities and challenges presented by coordination with third sector organisations and other local and national government agencies.

For example, the Multi Agency Support Team (MAST) service was provided within the Falkirk Job Centre for a six month period from October 2014 until March 2015. This consisted of staff from Scottish Welfare Fund, Housing Options and Falkirk Area Welfare Benefits Advice Support Unit (CAB). The aim of the project was to support customers at risk of crisis through identifying and prioritising additional support requirements and facilitating take up of support. Co-locating the MAST service within the Jobcentre permitted an immediate access point for customers at the point when they were likely to be most receptive to support and thereby reduced their risk of crisis.[12]

The sorts of outcomes achieved by customers supported by the MAST service included: an increased awareness of additional benefit entitlements; support to prioritise their issues and to “see them clearly”; an introduction to community services such as mental health support, debt advice, and addiction support; and customers feeling they had been listened to and supported. Feedback from DWP staff on the benefits their customers’ received from the MAST project included the following:

“[Clients were] more supported as their issue was dealt with face to face and straight away, no need to make appointments or lengthy phone calls.”

“[Clients were] not passed from pillar to post and having to repeat their story.”

“MAST staff reduced anxiety levels dealing with immediate issues leaving DWP staff to deal with the employability part.”

“The staff all felt that they understood each other’s roles better as a result of closer working, and the physical proximity allowed them to sort out problems quicker.”

Although the project experienced some challenges, specifically around the number of agencies involved, clarifying referral protocols and technical issues around remote access to agencies’ IT systems, the final report concluded by stating that “the co-location of the MAST service within the Job Centre was vital to the success of this project for two reasons. Firstly it enabled staff to provide an immediate service to customers at a location where they were already engaged, removing the need to make an appointment or visit another location to gain support. Secondly co-location provided staff within the different organisations the opportunity to get to know one another and to understand each others roles better.”[13]

In January 2014, DWP Scotland and CAS first signed up to a Partnership Agreement, which set out a commitment to work together at a Scottish level and strengthen the links between both organisations, in order to improve services to the public. As part of this project, it was agreed that four joint regional workshops would be delivered during 2015, with representatives from the DWP, local Jobcentre Plus offices, Benefit Delivery Centres and local CABs.  The theme of the workshops was improving partnerships, communications and engagement.

In total, the workshops were attended by over 100 staff from the DWP and CAB Service in Scotland. During each regional workshop, groups of CAB and DWP participants were asked to identify barriers to partnership working that they had experienced. On some occasions, these discussions also expanded to include issues that clients/customers experienced when claiming benefits. Notes from the 14 group discussions were analysed for common themes, some of which have been presented below.

• [Lack of] individual and local contacts/contact numbers for specific issues (mentioned eight times);
• Lack of organisational knowledge; lack of understanding of processes and roles of DWP and CAB (mentioned eight times);
• Appropriate referrals and signposting (mentioned three times);
• Lack of trust (mentioned three times);
• Sharing of information (mentioned three times);
• Inability to speak to same person again/problems with phone lines (mentioned three times);
• Constant change and movement within DWP (mentioned twice);
• Communication of policy and operational changes (mentioned twice);
• Lack of client understanding due to learning difficulties or mental illness (mentioned twice);
• Digital access/capability of clients (mentioned six times);
• Understanding each other's differences and limitations(mentioned four times), for example CAB is a non-judgemental service, whereas DWP is guided by legislation;
• Problems with three hour call-back for vulnerable clients (mentioned four times);
• Removal of customer access phones (mentioned twice).

Following these discussions, the groups of CAB and DWP participants were asked to concentrate on two or three of the barriers they had identified, and discuss solutions which could be provided at a local or national level. Below is a selection of the solutions provided.

• Develop a common understanding/ definition of vulnerability through local discussion groups;
• Have a designated ‘Communication Champion’ in each site and organisation
  who is invited to monthly meetings. Champion’s role would be to gather and share changes with other staff;
• Shadowing each other’s roles to improve local understanding;
• Improve understanding of each others’ organisation. Provide a flowchart of DWP processes, outlining  where to go and who to contact regarding specific issues; hold a workshop to better understand processes and timescales;
• Improve communication: have a Single Point of Contact at Jobcentre Plus; CAB to provide opening hours and information on how they deliver their specific services (display this in Jobcentre);
• Improve awareness: CAB to deliver awareness sessions at Jobcentre; Jobcentres to facilitate question and answer session for CAB.

Following the workshops, participants committed to specific actions to undertake with the aim of improving local liaison, and several CAB have since notified CAS that their relationships with the local Jobcentre Plus has improved, and they feel able to raise and resolve issues locally with greater ease.

Although co-location of local authority and DWP services has shown to produce positive results for benefit claimants, there is a limit to how closely the Scottish CAB Service is able to work with Jobcentres, as data sharing arrangements and co-location could compromise the core principles of our service: confidentiality, impartiality and independence. The aim of the CAB Service is to inform people about their rights and the services available to them, and if clients no longer perceive bureaux as independent from government agencies, it could interfere with the service’s ability to carry out this aim.

April 2016