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UC
01 October 2012
Universal Credit
NI Universal Credit revised go live - April 2014
UC
Content
Ongoing stakeholder engagement
Welfare Reform Bill Update
Universal Credit Customer Experience
Customer Preparation & Personal Budgeting Support
NI Universal Credit revised go live - April 2014
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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
NI Universal Credit revised go live - April 2014
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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
NI Universal Credit revised go live - April 2014
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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Tapering of the allowances as earnings rise – Universal Credit withdrawn at a constant rate of 65p in the pound of net earnings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
NI Universal Credit revised go live - April 2014
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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.
NI Universal Credit revised go live - April 2014
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
NI Universal Credit revised go live - April 2014