Highland Council contributes views on the future delivery of social security in Scotland

21st October 2016

The Highland Council welcomed a visit from Jeane Freeman MSP, Minister for Social Security, on Thursday 20 October.

The purpose of the visit is to discuss the Scottish Welfare Fund and Universal Credit and the visit presented an opportunity for senior members and officers to demonstrate best practice in Highland and to put forward views towards the consultation on devolved Social Security in Scotland.

Head of Revenues and Business Support Allan Gunn explained the service delivered in Highland: "Since 2014/15, Highland Council has reduced service delivery costs by 20% within benefits administration, whist achieving improved processing times over the same period, many of which are now top quartile (the top 8 performing councils in Scotland). Over the last 2 years, as well as implementing significant changes in business processes, a new structure has also been implemented including a local single service delivery model for all benefits that the Council is responsible for - all based on customer needs.

"The Highland Council is now in the enviable position of providing a better and more complete service to the customer and allowing staff variable and more interesting jobs, whilst at the same time improving processing times and reducing costs. It also offers the opportunity to add further benefit/entitlement responsibilities to be delivered by this established local service delivery model with a now positive track record on service areas, including processing performance and delivering efficiencies."

Leader of The Highland Council, Cllr Margaret Davidson said: "I am very pleased that the Minister has taken the time to visit us in Highland and hear about the very innovative and successful work being done here with regard to administering the Welfare Fund and associated responsibilities. The focus is very much on making this person focused, improving processing times and providing expert advice and support to people who may struggle to find their way through a very complex and frustrating journey of accessing benefits.

"I am delighted that we not only had the opportunity to share with the Minister our good practice but also to provide views & opinions on the future of Social Security in Scotland."

Social Security Minister Jeane Freeman said: “We want to build a fairer social security system that treats people with dignity and respect and that is why we are consulting with a wide range of people from across Scotland to gather their feedback on how the current system works.

“As part of those discussions, this week I visited staff and managers who deliver the Scottish Welfare Fund in Inverness to hear more about what they think about the current social security system, and how it can be improved to work better for the people who need it."

Background:

Highland Council administers the Scottish Welfare Fund (SWF) within their Revenues Team. Delivery of SWF responsibilities is seen very much as part of a much bigger entitlements picture. The Revenues team not only undertakes “traditional" Revenues responsibilities such as Council Tax, Housing Benefit, Council Tax Reduction and Discretionary Housing Payments but also administers SWF, School Clothing Grants, Free School Meals, Educational Maintenance Allowance, Music Tuition Fees, Inverness Winter Fuel Payments and Garden Aid. These entitlements were previously delivered within other Council sections/Services. However our new service delivery model enables staff to access a range of information which improves processing times, removes the frustration customers experience at being repeatedly asked for the same information and deliver efficiencies overall.

Customers can apply via a freephone, online or on a paper application form.

1.2 What works well?

The SWF is administered by a team which has a wide-ranging experience of a number of benefit entitlements - see above.
The team works closely with colleagues in the Council's Welfare Team (based within Revenues too) who assist customers to maximise their entitlements. This in turn reduces reliance on SWF/level of awards.
The team also has the capacity to cross-check information against benefit and council tax records already at hand.
The team provides expert call handling from decision makers so has the ability to turn around applications quickly.
SWF duties are rotated between the wider team members as it can be a stressful job at times.
There is an additional pool of trained staff that can be utilised at peak times.
We have group sessions which help prevent fraudulent claims e.g. a repeat callers giving different stories.
The PayPoint facility allows immediate Crisis Grant payment at 150 sites situated throughout the Highlands. Paypoint Cash ID vouchers can be made c/o CAB via email to assist applicants without mobile phones.
We have the expertise to rapidly undertake first tier reviews. There have been 39 Crisis Grant reviews since 1 April 2016 and they can be triggered by a short email. The customer receives a response by 4.45pm the following day.
There are a low number of SPSO (second tier) Reviews - only 4 since 1 April 2016 – and we have provided feedback which has been taken on board by SPSO e.g. what constitutes a remote locality.
A local framework for the supply and installation of second hand and recycled goods was implemented in October 2015. There are 2 suppliers on the framework: New Start Highland (a local social enterprise) and Remnant Kings (for the supply and fit of curtains and blinds). The service and quality of goods provided has been well received by residents and at lower unit cost.
The framework also supports employment and volunteering opportunities, makes a positive contribution to the local economy, reduces landfill and raises awareness that second hand and recycled goods provide quality at a reduced cost.
We have built good working relationships with goods providers e.g. First Furnishing Service and the locally based New Start who both provide a delivery and installation of goods services to remote areas.
We have built good working relationship with organisations such as CAB, Women's Aid, Landlords, Support Providers as well as good contacts within the Council such as Social Workers (supervised spends), Housing Services and the Police regarding lost property/theft reports.
We have established local signposting to meet holistic needs e.g. PPP services the Community, Calman Trust which provides support to young people, Occupational Health to assist with disability requirements, Council’s Handyperson scheme etc.
Highland participates nationally with the Scottish Government & COSLA for instance aiming to help inform national policy.
We have built up a positive record delivering SWF which, prior to Councils taking over responsibility, was widely considered to be difficult to administer with poor customer satisfaction levels and staff suffering from stress.
We provide a freephone service, including over the festive period when customers can be facing difficult circumstances.
Why is a Locally Delivered Service Best?

Highland’s Single Point of Contact demonstrates a holistic approach to a number of entitlements.
Speed – decision making delivered quickly.
Flexibility in service delivery - The Second Hand Goods Framework is delivered by a local supplier (New Start) which enables greater flexibility in deliveries throughout the week, and repeat attempt/s if unforeseen circumstances arise for the customer not being in.
New Start liaises with the SWF team which means customers who have been refused a CCG application, are offered goods under their auspices of the charity.
The local delivery is linked in with local signposting for other services/advice, local food banks, duty social workers etc.
A good knowledge of customers history/cross referencing.
Geographical familiarity.

PHOTO
L-R Allan Gunn, Jeane Freeman MSP, Cllr Margaret Davidson, Alasdair Bruce