Recommendation 19

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