Source · Select Committees · Work and Pensions Committee
Recommendation 19
19
Deferred
Implement policy for staff to proactively check vulnerabilities, engage claimants, and provide targeted training.
Recommendation
DWP should also implement a new policy making clear that staff have a responsibility to check proactively for vulnerabilities and engage claimants in regular conversations where they can share any difficulties they may be experiencing. For example, if a claimant attended meetings with a support 97 worker advocating on their behalf, this should act as a clear indication of a possible vulnerability. DWP should also consider how to introduce semi- regular moments to check on claimants who do not have regular contact with Work Coaches, to understand if their needs have changed. This would require an emphasis on building trust with claimants, to ensure they do not feel DWP is monitoring or policing them. Staff training must reflect these new approaches to identifying and supporting vulnerable claimants. (Recommendation, Paragraph 71) Ensuring accessibility and supporting claimants
Government Response Summary
The government refers to its Green Paper and recent consultation on increasing engagement with claimants, stating it is currently considering responses to inform future policy development on this. It also highlights existing processes and training for staff to identify vulnerability, alongside developing a trauma-informed approach.
Government Response
Deferred
HM Government
Deferred
As set out in the Government’s Pathways to Work: Reforming Benefits and Support to Get Britain Working Green Paper, ensuring that there is an increased level of engagement with almost everyone is a key feature of the reformed system. We want a fundamental shift away from the current approach where people are usually left with virtually no contact or expectation of engagement, because this means we are missing opportunities to actively help people to improve their quality of life. We have recently consulted on how to design and deliver conversations to people who currently receive no or limited contact. This engagement would be based on a personalised approach with flexibility to set meetings at a frequency and time that suits and to make reasonable adjustments to ensure accessibility. The Department is now carefully considering the consultation responses to inform the next phase of policy development. DWP is committed to ensuring that all colleagues are equipped with the necessary training and capability to identify and support vulnerable customers with diligence and compassion. Processes are in place to assess and respond to indicators of customer vulnerability. In support of this, customer-facing colleagues undergo a range of formal training to deepen their understanding of the complex barriers our customers may encounter in accessing DWP services. The Department continues to develop and test its ‘trauma-informed approach’ as outlined in the update to the WPSC in January 2025. Through this pilot, the Department aims to build customer trust by creating a more compassionate, respectful and supportive environment. The Department will continue to reflect on and explore further opportunities to strengthen trust in the design and delivery of customer-facing approaches, ensuring they remain responsive and inclusive.