Recommendation 28

Advanced Customer Support Senior Leaders (ACSSLs) form a core part of DWP’s safeguarding strategy and undertake significant public facing and operational roles. Despite ACSSLs playing a critical role in DWP’s approach 99 to safeguarding, there remains a lack of understanding, including amongst organisations that support claimants, about the work ACSSLs undertake. This inhibits their effectiveness. Furthermore, there are currently only 37 ACSSLs who work on a regional basis across England, Scotland and Wales. As the Department reviews and improves its approach to safeguarding, it is likely that the expertise of ACSSLs will be drawn on more heavily, and that limits on capacity will hinder the Department’s ability to discharge its safeguarding responsibilities effectively. (Conclusion, Paragraph 118)