Crisis Payment Scheme Development - Year 1

Transcription

1 Crisis Payment Scheme Development - Year 1 Since its initiation in 2013, the Helpdesk has taken over 2,400 calls and issued 447 food bank vouchers. Members of the Helpdesk Team have supported many households through effective guidance, signposting and mediation with other organisations and agencies; a service which has proved invaluable for callers. When applying the eligibility criteria Helpdesk Officers have to assess risks to health and safety. It was decided that cash would only be given in extreme circumstances as we could not evidence that we had met their needs as there was the potential for misuse of funds. To prevent misuse of funds, the Helpdesk Officers liaise with their Line Manager and other professionals to ensure the best resolve for the client. They have to risk assess how to meet the needs in challenging circumstances, for example, those with alcohol and drug dependency could potentially use cash/vouchers to fulfil their addiction. In all cases staff research if the is client known to services, are they engaged with a professional? In the cases of clients with drug or alcohol dependency they consult with PACT to see what the risks are and then find ways to meet the need without the client having to manage the situation themselves i.e. if they have no gas/electricity we pay directly to the provider so that the need is met and funds are not misused. The ATM service on the pre-loaded card system as also been removed to prevent cash withdrawal and misuse of monies. As a result of the Crisis Payment Scheme being placed in Adult Social Care to date there have been: Five Safeguarding referrals - two of which went to Children and Young People s Social Care Five Care Management referrals within Adult Social Care Six Occupational Therapy referrals. The team have also worked closely alongside the Community Mental Health Team on some cases. Referrals have been received from Sustain. CRB, DWP, Children Services CAP, Food Banks, Social Workers, Health Visitors, GPs June 2014 Page 1

2 Statistics for the Financial Year 2013/2014 Number of calls received on Crisis Payment Total number of loans - 91 Total number of grants The total value of award given to clients shows on Carefirst - 35, Of the total value of loans administered we have issued is 20, we have received in repayments 244 has been written off for loans not worth pursuing through the courts (there is an allowance in bad debt provision) The repayment rate has steadily increased from 10% of expected repayment rate to 21%. Average award amount 35, divided by number of loans 200 = 176 Average loan amount 20, divided by number of 91 = Grants of 25 or less (i.e. for Gas/electricity or Food) = 74 Loans/Grants for furniture/housing related costs 25, 118 = 72% of total awards 447 Food bank voucher awarded this equates to 18% of total contacts 14, was paid direct to Dorset Reclaim for furniture items for claimants. The scheme has funded 3 Lifelines for clients who met Fair Access to Care substantial / critical need and paid nil contribution towards their care. June 2014 Page 2

3 A Few Statistics The chart above illustrates the reasons clients are calling for Crisis Loan assistance. NB. Of the clients calling twice or more 90% were in relation to the same application. June 2014 Page 3

4 Alternative Support and Signposting A key part of the role has been signposting. We have established that people have needs but limited financial capacity to repay loans so we have researched extensively charity and community projects so that the clients needs are met without compounding their problems. We have the ability to refer to the Nappy Bank, for example, which provide free of charge to families in need of nappies and toiletries. We find in many cases the short term need is actually masking a long term debt/money management problem. Each time we send a food bank voucher we send a letter sign posting to the Citizens Advice Bureau and the Hamworthy Money Advice Project for long term support. With client consent we have also negotiated with these organisations the ability to make a direct referral to them on the clients behalf. As the demand for assistance evolved we trialled several different ways to meet the needs of our clients and this became quite complex. We felt the solution would be a pre-paid card which would meet all of the various demands. In February 2014, we installed a pre-paid card system which allows us to issue an award and track how this money has been spent and so that we can evidence that we are meeting the clients needs. Mid year, the local Job Centre in Poole went Digital. This is a move that the DWP have made to pave the way for Universal Credit. This has meant that there is no phone access for clients. We arranged a meeting with the Job Centre and found that they had phones available for use by vulnerable clients. We shared information with them as to what our scheme provides and the support they can offer to our clients. We identified that many of our clients would not have phone access so we have a meeting room in the Annexe which we can book for them to use the telephone and/or a PC to resolve their enquiries. We also have worked with clients to negotiate with the DWP, their energy provider etc. when they needed quick short term support. A recent example involves an applicant who had been waiting for over a year to be assessed by ATOS when applying for Employment and Support Allowance, feeling suicidal and suffering from anxiety, unable to leave his home. The mediation provided by the Helpdesk meant the applicant was provided with food, signposted to an organisation to help with his low mood, and his medical assessment for Employment and Support Allowance brought forward to the same day after a call to ATOS. This has enabled households in substantial need to engage with support and advice services (eg HCS, CAB, Street Outreach Team) for the first time. These services have needed to sustain their engagement for much more than just a resolution of a household s immediate crisis. Demand on the service is still high. It should be further noted that staffing resources in ASC and HCS are partially paid for from this fund. The Helpdesk Team assess the whole of a client s situation and as a result have also identified a need for Social Care intervention. June 2014 Page 4

5 Crisis Payments - Case Studies 1. Mr A Mr A called on 02/04/2013 and advised us that he had submitted a claim for JSA over 7 days ago; he had completed his Work Focused Interview at the Job Centre. The Helpdesk Officer advised him that this is a Benefit Alignment issue and to call the DWP on for assistance. Mr A returned to us a couple of hours later stating the DWP had refused to help. The Helpdesk Officer apologised that he had reached an unsatisfactory conclusion but advised he would need to return to DWP and specifically ask for a Short Term Benefit Advance. He was very unhappy and also concerned about his energy meters running out of credit and the food in his freezer perishing. Taking this new information into account the Helpdesk Officer advised him to contact his energy provider directly and researched via the Internet a contact number for him. The Helpdesk Officer explained that the majority of energy providers are willing to negotiate an additional emergency credit then recover the debt each time the client top up the meter at a manageable rate. He said he would try and then call us back. A third call ensued and Mr A thanked us for all the advice and help. He had spoken to his energy provider who had agreed 20 extra credit which would be recovered at 1 per week. He was also able to advise us that the DWP had issued a Short Term Benefit Advance for 50 which he would receive into his bank account. 2. Mrs B An Occupational Therapist directed a client to The Crisis Payment Scheme after being approached to find a solution to the clients need for a fridge. Mrs B s daughter, Ms C, contacted us stating that her Mother was an 84 year old woman, (known to Social Care) who had no means of replacing her fridge which had broken down. She stated the fridge was over 40 years old. She stated her mother was on guaranteed Pension Credit and was currently keeping her milk cool by digging a hole in the ground in the back garden which considering her health was unacceptable. Mrs B had no savings; Ms C is also on benefits and was not in a position to help. The Helpdesk Officer suggested they approach Dorset Reclaim as the appliances there are extremely reasonably priced. It was also suggested that she make an application for a Budgeting Loan from the DWP, but indicated this would take a minimum of two weeks. Ms C said that every penny that came into the house was accounted for and there was no flexibility to take on a loan. Ms C was irate that her mother was unable to get free help and said she would go to the press. The Helpdesk Officer explained at length the Borough of Poole Policies and discussed the process for an application for Crisis Payment support. Ms C liaised with Mrs B who decided to proceed with an application. June 2014 Page 5

6 The Helpdesk Officer asked if Mrs H had applied for Attendance Allowance. Ms C said they had not as she herself is on ESA and feared that it would affect her benefit. It was expressed that this was not the case as Attendance Allowance would be given, if eligible, to her mother and was not means tested. An appointment was arranged with Mark Andrew from PHP who would support Ms C and Mrs B to complete the application as they felt unable to complete it alone. If eligible, this would provide more cash to help fulfil Mrs B s needs and increase her ability to repay a loan (under the criteria there was no eligibility for a Grant). A full assessment was completed and evidence was provided of Mrs B s circumstances i.e. Bank statement, Pension credit award. The expectation is that a loan would be repaid within twelve weeks. Looking at the criteria the case was discussed with the Line Manager who agreed to spread the cost over two years and initiate the first payment four weeks from award in order that the Attendance Allowance may have been processed. Mrs B and Ms C were extremely happy with the service we provided and expressed huge thanks. Mrs B had her fridge in place within 48 hours of the original referral from the Occupational Therapist. 3. Mr D A Care Manager approached the Crisis Payment Advice Team stating that a client had been left without any finances. The clients cousin, who normally leaves a budget to purchase food and pay for his laundry to be done by an agency, had gone on holiday and omitted to leave the finances for him. The Care Manager enquired as to what help was available. All other needs were fulfilled. The Helpdesk Officer discussed with the Care Manager what the process would involve and that it would be possible to look at a loan to cover the needs for the fortnight but she would need to liaise with the client to obtain consent and the details required. The other alternative was to issue a Food Bank voucher and liaise with the laundry service provider to see if they would be willing to differ payments until the cousin returned from holiday. The Care Manager spoke to the client who was concerned at taking on a loan in the absence of his cousin. We arranged for the Care Agency to collect a Food Bank voucher to fulfil the needs for food and the laundry provider was more than happy to differ payments for the two weeks. This was then cascaded to Safeguarding Team for further investigation. June 2014 Page 6

7 4. Ms E Ms E made a request for assistance on 18/04/2013. Ms E and her children fled to Poole as a result of domestic violence over a year ago. She needed a washing machine as her old one was beyond repair. Her mother and sister were unable to help as both are retired and could offer no financial support. Dorset Reclaim could not fulfil her need immediately. Ms E s son attends Longspee School. He suffers from severe emotional PTSD, dyspraxia, dyslexia, autistic spectrum disorder (undiagnosed) and a mild learning disability. His uniform needs washing daily as he gets very dirty. He is very clumsy and spills drinks etc and has some urinary incontinence. Ms E has dermatitis of the hands and has skinned her knuckles doing the washing by hand. She also has a weak shoulder due to a previous fracture. It would cost approximately 25 per week to take the washing to the laundrette which she cannot fund. We liaised with Children s Services who confirmed the family situation and were supportive of her application. The loan repayment was spread over two years to enable Ms E to meet the repayment. 5. Mr F The Housing Department came to the Crisis Payments Team on a Friday afternoon at 16:00 stating that Mr F was fleeing domestic violence. Mr F was being placed in emergency hotel accommodation. He lost 20 and his bus pass when he lost his wallet during the emergency. He had been placed in Bournemouth for his safety. He will be getting his DLA on the Monday but he had no cooking or eating facilities in the hotel. Mr F was under exceptional pressure and had no means of supporting himself over the weekend with regard to food or travel. We completed the application form retrospectively and were able to replace the 20 lost as a grant to fulfil his needs. When Mr F was found alternative accommodation to move into he did not have any possessions and needed help to furnish the property. Mr F had been in the Services so SSFA were suggested however the colleagues from Housing informed it would be a minimum of six weeks before an application would be considered. Dorset Reclaim was not a viable option as there were no funds to support the purchase of items. A Budgeting Loan from the DWP was not an option as again the timescale of two weeks or more meant the property would be lost as Mr F could not be supported in temporary accommodation and have Housing Benefit for the new property simultaneously. Mr F was awarded a grant (he was fleeing domestic violence) for a fridge, a bed, a cooker, a washing machine and a table and chairs. The other items needed to furnish the property would be fulfilled by a Budgeting loan. The items provided via a Crisis Payment ensured that the property would be habitable. June 2014 Page 7

8 Crisis Payment Scenarios Scenario 1 Client: I applied for Jobseekers Allowance a few days ago. They told me it will take nearly 3 weeks to be processed. I ve got no food, no gas and my direct debits come out next week. I don t know what to do! This is benefit alignment. There is no eligibility for a crisis payment. Helpdesk Officer response: Helpdesk Officer (HO) listens and explains that as of 1 st April 2013 crisis loans have changed. The client will need to contact the Department for Work and Pensions (DWP) on and apply for a Short Term Benefit Advance (STBA) until their benefit has been processed. If appropriate, the Helpdesk Officer may also make the following suggestions: 1. If the client is owing money suggest they make contact those to whom they owe money and ask them to defer payments. 2. If a client is on a pre-payment energy meter encourage them to contact their energy provider and enquire if an additional emergency credit can be added and the repayment for this deducted as the client tops up their meter. The Helpdesk Officer can advise of the telephone numbers to call. 3. Advise the client to contact the Citizens Advice Bureau (CAB) or the Salvation Army for budgeting advice. June 2014 Page 8

9 Scenario 2 Client: I m on a sanction, I didn t go to my Job Centre appointment and now they ve stopped my money. I ve got no food, I ve got nothing. Can I get a crisis loan? This is a benefit disallowance. There is no eligibility for a crisis payment. Helpdesk Officer response: Helpdesk Officer (HO)is sympathetic and understanding of clients situation. HO explains that as the client on a sanction or disallowance they you do not meet the eligibility criteria for crisis help. Establish whether client has applied for a Hardship Payment from the DWP. If not, advise that they do so and give appropriate telephone number. Alternatively advise the client to obtain a JSA10 form from their local Job Centre to make an application. If they are already receiving Hardship support and are still struggling then the Helpdesk Officer may also make the following suggestions: 1. If the client is owing money suggest they make contact those to whom they owe money and ask them to defer payments. 2. If a client is on a pre-payment energy meter encourage them to contact their energy provider and enquire if an additional emergency credit can be added and the repayment for this deducted as the client tops up their meter. The Helpdesk Officer can advise of the telephone numbers to call. 3. Advise the client to contact the Citizens Advice Bureau (CAB) or the Salvation Army for budgeting advice. Scenario 3 Client: I was getting ESA (Employment Support Allowance), but I ve just been told I have failed my medical. I have put in an appeal but have no money. How can I survive? This is in essence a benefit alignment issue. There is no eligibility for crisis help. Helpdesk Officer response: Establish whether the client has spoken to the DWP to apply for a Hardship Payment whilst the Appeal is being processed. If not, suggest that client does so and provide relevant contact details - DWP on , press the option for ESA and discuss it with an advisor. June 2014 Page 9

10 Scenario 4 Client: I was supposed to send my medical certificate in so it arrived by (???date). I have only just got my certificate as I couldn t get a GP appointment in time. My money was due yesterday but I didn t get any. What can I do? This is in essence a benefit alignment issue. There is no eligibility for crisis help. Helpdesk Officer Response: Advise the client to contact DWP on , press the option for ESA, and explain the situation. Advise client to have GP medical certificate sent via fax from the local Job Centre. The client can apply for a Hardship Payment whilst the ESA Team are awaiting the receipt of the medical certificate. Also advise that the client keeps a note of the expiration date of the medical certificate so they can book a GP appointment in plenty of time for the next time. A client will receive a letter promptly from DWP to advise them that they need to return a medical certificate. If appropriate, the Helpdesk Officer may also make the following suggestions: 1. If the client owes money suggest they make contact those to whom they owe money and ask them to defer payments. 2. If a client is on a pre-payment energy meter encourage them to contact their energy provider and enquire if an additional emergency credit can be added and the repayment for this deducted as the client tops up their meter. The Helpdesk Officer can advise of the telephone numbers to call. 3. Advise the client to contact the Citizens Advice Bureau (CAB) or the Salvation Army for budgeting advice. June 2014 Page 10

11 Scenario 5 Client: I m on Job Seekers Allowance and they let me have my payment 2 days early last time, but I ve spent my money and I ve got no food and I don t get my benefit for 3 more days. I have no family or friends to help me. What can I do? This is in essence a benefit alignment issue. There is no eligibility for crisis help. Helpdesk Officer response: HO will need to establish when the client is due to sign on, and keep the following in mind: Monday signing = Thursday benefit received in bank/poca (Post Office Card Account) (3 day wait). Tuesday signing = Friday benefit received (3 day wait) Wednesday signing = Monday benefit received (5 day wait) Thursday signing = Tuesday Benefit Received (5 day wait) Friday signing = Wednesday benefit received (5 day wait) The client could approach DWP to ask for a Fast Electronic Payment (known as a FEP in DWP terms) after they have signed on. NB: they are usually only entitled to one of these emergency style payments every 6 months. If the client persists you may consult with your Line Manager to offer a Food Bank voucher only. The Way Forward For financial year 2014/2015 the budget split remains the same as 2013/2014. The following year there will be no funds from National Government. At present an application has been made to continue funding from Local Authority budget (this will be confirmed by June 2014) It is evident from the information we have received during Year 1 that there is a clear need for the service (high number of calls and referral generated) and as Welfare Benefit Reforms continue and Universal Credit is implemented we anticipate further demand. June 2014 Page 11