u c 01 october 2012 universal credit ni universal credit revised go live - april 2014

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01 October 2012

Universal Credit

NI Universal Credit revised go live - April 2014

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Content

Ongoing stakeholder engagement

Welfare Reform Bill Update

Universal Credit Customer Experience

Customer Preparation & Personal Budgeting Support


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Welfare Reform Elements

The main elements of the Welfare Reform Bill are; • Universal Credit

• Personal Independence Payment

• Localisation of Social Fund and council tax

• Housing Benefit Reforms

• The Benefit cap

• Changes to Employment and Support Contributory Allowance

• Conditionality and Sanctions including a claimant commitment

• Fraud and error

• Child maintenance


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Universal Credit

The Welfare Reform Bill was introduced into the Northern Ireland Assembly on 01 October.

Follow the progress of the Northern Ireland Assembly - Welfare Reform Bill


http://www.niassembly.gov.uk/Assembly-Business/Legislation/Primary-Legislation-Current-Bills/Welfare-Reform-Bill/

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Home page of DSD Internet Site

Trusted source of information on welfare reform and will include Universal Credit

Dedicated section for Universal Credit

Area for Universal Credit Stakeholders

Source of information for Universal Credit


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DSD Internet


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Universal Credit

DSD Internet


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Universal Credit – Stakeholder section


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Universal Credit Overview


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Recap of Universal Credit

A single allowance – which replaces income-related social security benefits, housing benefit and working and children’s tax credit

A single allowance – which can be paid whether you are in or out of work

Focused on household earnings – credit payment which reflect household circumstances (including additional elements for disability, caring duties, housing costs and children)

Tapering of the allowances as earnings rise – Universal Credit withdrawn at a constant rate of 65p in the pound of net earnings


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What’s in / What’s out

Claims made for households

Replaced by Universal Credit

Income based Jobseekers Allowance

Income related Employment & Support Allowance

Income Support

Child Tax Credits

Working Tax Credits

Housing Benefit

Social Fund (Budgeting loan elements)

Not covered by Universal Credit

Disability Living Allowance / Personal Independence Payment

Contributory Benefits (although earnings rules aligned)

Child Benefit

Carers Allowance

Social Fund Crisis Loans & Community Care Grants

Housing Benefit (Rates) (Council Tax Benefit equivalent)

Passported Benefits


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Universal Credit - Overview

Universal Credit

JSA ESA IS HB TCs

Customer

Programme

Self serves onlineOperation of the taper

Finds work

BenefitsIncreased income

Employment

Poverty

Worklessness over generations

Replacement of welfare benefits

Legislation

Automation

Advice and assistance


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NI Cross-Government Impacts

Post Office Network

Digital Switchover Support

Statistics available

Claimant count

Concessionary travel

Support for business

Childcare

Child Poverty

Raising the participation age

Children’s Centres

Exportability

Government as an employer

Area-based Grants

SSA DoJDHSSPS DOE PSNI / MoD

NIHE DETIDELDSD (Core)

DFP

ELB / DE

Household makes claim to UC

Additional support potentially available for UC recipients

EMA replacement

Learner Support Fund

Clothing Grants

School transport

Free school meals

Pupil premium

Telecomms and Broadband

Online delivery

Digital inclusion

Charities

Estates Rationalisation Enablers to make UC implementation a success

Broadband suppliers

GP’s surgeries and health centres

Wider NHS

Social rented sector

Payments direct from benefit

Council Tax deduction

Housing Payments?

Fines

(Under consultation)

Fuel Direct

Energy Suppliers

Community TransportBus Service

Operators Grant

Legal aid Legal Services Commission

Warm Front

Warm Home

Green Deal (introduced 2012)

Schools

FE providers

Local Authorities

Appeals

Unsuccessful claim

The Tribunal Service

Regulatory Impacts

Right to work

Wider labour market support

Employment rights

National Minimum Wage

Working time Directive

Regional Growth Fund

Local Enterprise Partnerships

Tax system

Access to skills provision

Student finance

Higher education access

Skills Funding Agency

FE providers

Higher Education Institutions

Student Loan’s Company

Those in debt

Links with HMRC

UK Statistical Authority

Child Maintenance

Community cohesion

Housing policy

Wider community impacts

Victims of domestic violence

Adult social care recipients

People with mental health problems

People from abroad

Volunteers

Impact on support for particular groups

Appointees claiming on behalf of others

Families (including those with multiple problems)

Temporary Workers

Ex-offenders

Young People NEET

Rural communities

Ex-service personnel

Service Families

Reserves

Drug-misusers

Homeless people

Under 18s

ChildrenSight tests and vouchers

for glasses / CL

Prescriptions

Hospital Travel costs scheme

Healthy Start Grant

Dental treatment

Note: Click on the department reference above e.g. SSA and related services will be highlighted.

LOCAL COUNCILS

CMEDChildrens

Commissioner

DRD TREASURY

DARD

Leisure Services

Supporting People Scheme

Work Programme Conditionality

OFMDFM

Childcare Grant

Land / Border Implications

DCAL

Sponsored Facilities

AME / DEL

Court Fees

EJO requests

Localism / RPA

CompensationRecovery


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Universal Credit – recent developments

Social Security Advisory Committee consulted on Universal Credit

Work and Pensions Committee Inquiry on progress towards the implementation of Universal Credit

Northern Ireland organisations responded to both

Clear themes emerging


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DWP Universal Credit LaunchUniversal Credit will be launched on a phased basis

Phase 1 - New claims to Job Seeker’s Allowance will transfer to

Universal Credit on a geographical basis

Phase 2 - New claims to other benefits to be replaced:

• Income Support

• Employment and Support Allowance

• Tax Credits

• Housing Benefit

Phase 3 – Migration of existing claims to Universal Credit by

October 2017


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Passported Benefits

DSD assisting other Departments with the eligibility criteria for

specific passported benefits. Analysis focused on impact

of eligibility criteria on a variety of family types and

potential delivery costs

DSD are also working with other

Departments to consider how passported

benefits will be delivered to Universal

Credit customers, for example,

verification of entitlement.


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Passported Benefits

Working with

Department for Work

and Pensions to identify

new eligibility criteria for

remaining elements of the

regulated Social Fund for Universal Credit customers

• Funeral Payments

• Sure Start Maternity Grants

• Cold Weather Payments


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Universal Credit

Customer Experience


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Universal Credit Customer Journey

I become unemployed, sick, or need

to supplement my income.

I find out about

Universal Credit

I can claim online. When my application is completed, my Job Focused Interview is arranged if applicable. Universal Credit may contact me to provide further evidence.

If I cannot claim online, I can telephone the Universal Credit Service Centre to

make a claim , call into a front line service or seek help from a Customer

Representative Group.

My circumstances, income or capital mean I am not entitled to UC or

I have not provided supporting evidence requested and application has been

disallowed – I may ask for a reconsideration , or appeal the decision.

I have made a successful claim to UC and continue my journey as Unemployed, Sick or Employed


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Stage 1 - triage Customer enters Jobs and Benefits Office/Social Security Office Floorwalker interacts with queues to sift out straightforward referrals First contact team at desk greets remaining customers and establishes reason for visit Non Universal Credit customers are referred to Business As Usual Customers eligible for UC move to stage 2

First Contact Team

Business As Usual

Stage 2 Agent explains options for making a claim to Universal Credit/reporting a change and what details will be needed. If all details to hand, agent/customer agree most appropriate method of making claim/report CoC. If additional information required, customer can make appointment to return

Face to Face interaction at the frontline

Floorwalker available throughout Face to Face experience

Customer makes claim/reports change online

from home or elsewhere (not in office)

Customer makes a claim/reports change using own phone at home to UC

Service Centre

Customer uses PC in JB0/SSO to make UC claim/report change

Agent inputs the claim/records the change

online on behalf of the customer. (Process still in

development.)

Outreach Service/Third sector

(Process still in development)

1

2

3

4

5

3a

UnassistedCustomer uses PC unaided to make a claim to

UC or report CoC

3b

Non UC

customers

Assisted One to many (1 agent helping a number of customers) or

One to one

Some of these customers may not need to go through triage and may go

directly to their Work Focussed Interview if

they have already made a claim to UC.

Reasons for attending Benefit Claim/Report change of circumstances

Pre-arranged appointment

Labour Market activity

Enquiries

Financial Assistance


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Telephony support for Universal Credit customers

•Take claims to Universal Credit or changes of circumstances from customers who cannot use the online service.

•Support customers who need help to get online or to continue their claim online.

•Support customers who have questions if they encounter problems with making an online claim.


DEL EMPLOYMENT SERVICE

Helping people prepare for and move into work

NICVA

1 October 2012

Employment Service & Universal Credit

• DEL Employment Service has a frontline service of highly trained and skilled advisers who will assist clients as Universal Credit rolls-out in NI

• Advisers will help people move into work, including self employment

• The Employment Service aims to improve linkages between employment programmes and skills development to maximise opportunities for employment

Four UC Conditionality Groups

Once a claim is made to UC the customer will be

placed in one of the following groups:

1. Full Conditionality – current JSA

2. Work Preparation – current ESA WRAG

3. Keeping in Touch with the Labour Market – current Lone Parents

4. No Conditionality

1. Full Conditionality This group will have the following requirements:

• Work Availability - immediately available for work, exceptions apply e.g. those who have to make childcare arrangements

• Work Preparation - specific action e.g. CV, skills assessment • Work-Focused Interview – periodic interviews with Advisers in

additions to a fortnightly review • Personalised Conditionality Requirements – permitted

customers can place limits on types of work in certain circumstances e.g. those with a good work history, health condition.

2. Work Preparation

This group are:

• People with a disability or have a current health condition which means they have limited capability for work at the current time

They will be required to:

• Attend Work Focused Interviews and take reasonable steps to prepare for work

3. Keeping in Touch with the Labour Market

This group are:

• Lone parents or lead carers in a couple with a child over one but under five

They will be required to:

• Attend periodic interviews to discuss their plans for returning to the labour market

4. No ConditionalityThis group:

• Have a disability or serious health condition which prevents them working and preparing for work; and/or

• Are a lone parent or lead carer in a couple with a child under one; and/or

• Have intensive and regular caring responsibilities; and/or

• Earning above the relevant threshold

Work Focused Interview

• DEL Employment Service Adviser

• Develop tailored Claimant Commitment

• Identify/agree activities to increase employment prospects

• Identify/agree training work placements, and/or specialised support with the aim of moving into work;

• Consider realistic current/future work opportunities

What Support is available?• Skilled ES Adviser service• Steps 2 Success

• All age tailored adult return-to-work provision for Full Conditionality and Work Preparation groups, voluntary access for existing ESA and IB claimants

• Client Support Fund• Youth Employment Scheme

• 2 to 8 week Work Experience Scheme• Skills Audit/Assessment /Development Programme• Enhanced Employer Subsidy

• Disablement Advisory Service• Access to Work (NI) • Job Introduction Scheme• Specialist Disability Support including Occupational Psychology Services• Workable NI

• Future support for ‘in work’ group

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Customer Preparation and

Personal Budgeting Support


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New Ways to Claim

Single Household Payment

Monthly Payment

REQUIREMENT FOR A PERSONAL BUDGETING STRATEGY IS DRIVEN BY

THE FINANCIAL CHANGES

Direct Payment of Housing Costs

Financial Changes

Work Focus

What changes will Universal Credit Customers face?

Customers


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Personal Budgeting Overview

Customers managing their money, paying their bills,

in full, on time

Financial ProductsBudgeting Support

More FrequentHousing Costs

to Landlord

Split Payment

Alternative Payment Type

Stimulate MarketPrepare

Custom

ers

Encourage Take Up and use

Increase Capability

Pre

par

e C

ust

om

ers

Risk based approach Regularly

reviewed Volumes minimised

Move to Support

Inherent budgeting

capabilityBased on

Customer

need

Tailored Support


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Personal Budgeting - Scope

Within the Universal Credit Programme we have established 3 related sets of activities, which need to be in place for Universal Credit Go-Live

-Budgeting Support - aimed at developing suitable support packages for categories of customers who, even with access to suitable products, will need a level of support, via an appropriate change, that may vary in frequency (e.g. one-off regular or continuous in nature).

-Alternative Payment & Deferrals - aimed at developing rules, procedures and guidance for categories of customers who will not be able to succeed with the Universal Credit financial defaults; either in the long term or for a temporary period of adjustment.

-Financial Products - aimed at enabling the development of a range of appropriate products that will enable customers to select the right one (s) for them to succeed with the financial changes and opportunities that Universal Credit brings.


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Preparation & support for the ‘unable’

Some households will need Support to budget e.g.

- Guidance and online tools

- Telephone Advice

- Face-to-Face advice

- Practical help with banking and payment products

In certain circumstances we can make other payment arrangements e.g.

- A more frequent payment

- A split payment within the household


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We are considering options ...

For today:

What is the best means of taking this work forward – focus group (if so who and how many), correspondence etc?

Going forward:

What support will customers need to manage this change?

Who should deliver (and has the capability to provide) the support?

Which customers will need support?

We would appreciate the benefit of your expertise in this area and would be grateful for any comments or input - [email protected]


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Next Steps

• Feedback from External Advice Organisations to inform approach

• Develop detailed criteria for identifying those in need of support, and if alternative payment arrangement appropriate

• Develop Northern Ireland Universal Credit Customer Preparation and Budgeting Support Strategy


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Summary

Good progress is being made to deliver Universal Credit

Building a 21st Century benefits system – with flexibility and continuous improvement

Designing a service based on customer journeys involving them and staff in the design

Aware of the challenges ahead

Work with our partners and stakeholders to design and deliver a successful service for our customers


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Contact us

[email protected]


u c 01 october 2012 universal credit ni universal credit revised go live - april 2014

Documents

universal credit income

universal credit area

assistance ni universal

u c recap of universal

u c whats

u c welfare reform elements

single allowance

work benefits