Recommendation 16

Following the evidence session, in May 2026, the Department announced a plan of action to clear the backlog of applications by September 2027. It said that it would recruit an additional 480 case staff to process the higher volume of applications – the recruitment process had begun, and new case managers would receive extensive training to handle complex applications with confidence. The Department said that this would ensure that disabled people and people with health conditions could receive timely support to secure and sustain employment.28 Case managers’ productivity