Emergency Support Service Aims of the scheme... 4 General client group... 4 Overall Responsibility and Management... 4 Staffing... 4 Software...

Transcription

1 Emergency Support Service Aims of the scheme... 4 General client group... 4 Overall Responsibility and Management... 4 Staffing... 4 Software... 4 Training... 4 Support Documents... 5 Publicising the scheme... 5 Types of awards under the scheme... 6 Form and Delivery of awards under the scheme... 6 Procurement and supply of goods... 6 Barcodes... 6 Furniture... 6 White goods... 7 Accommodation related payments... 7 Removal Costs... 7 Emergency Support Payments ESP)... 8 Form of awards... 8 Circumstances under which awarded... 8 Entitlement Conditions... 8 Claim process... 8 Verification... 8 Decision... 9 Payment awarded authorisation... 9 Form of award... 9 Bar Code... 9 Cashiers payment... 9 Risks... 9 Security... 9 Reconcilliation... 9 Community Support Awards Form of awards Main types of goods awarded Circumstances under which awarded

2 Entitlement Conditions Claim process Verification Decision Authorisation Form of award Risks Security Other Payments Form of awards Main types of goods awarded Circumstances under which awarded Entitlement Conditions Claim process Verification Decision Authorisation Form of award Risks Security Monitoring Rent in Advance & Deposits Form of awards Main types of goods awarded Circumstances under which awarded Entitlement Conditions Claim process Verification Decision Authorisation Form of award Risks Security Monitoring Appeals

3 Application Process Time limits Triage Arrangements Process Map General Process/Referral Map Process Map Crisis Payment via Post Office Barcode Process Map Crisis Payment via Cashiers Process Map Appeals and Dispute Resolution

4 Aims of the scheme The Emergency Support Service has replaced the social fund as a means of providing support to: People facing a financial crisis due to an emergency or disaster, where they is a possible threat to health or safety People who are moving into the community after a period in institutional care, and need essential household items to help them live in the community. Vulnerable people who need assistance with moving, or people moving as part of a resettlement program. General client group Mostly people on low income faced with an unexpected and essential expense that they cannot meet from their income. Overall Responsibility and Management The team is part of the Revenues and Benefits Service. Line management is to the Revenues and Benefits senior management Staffing The service is staffed by 4 case workers and one manager Software In addition to the generic revenues and benefits software (Academy, Iclipse etc.), the team uses Capita s LWA system to record their decisions. LWA is a web based system, each user has their own secure login. Senior manager and IT support have administration rights. Training All staff have been trained on the scheme and the use of the software and he letter templates General claim process Either an online claim form Or a paper claim form 4

5 Who can claim The claimant His representative LBG Resettlement Staff from any stakeholder council department (children s services, Adults and older people services, housing options) Sources of evidence and verification CIS (DWP) system HB systems (academy and Iclipse) Any relevant documents Tenancy agreement for rent in advance (where the claimant applies directly) Support Documents The LWA system creates its own notifications. There are various proforma and standard letters used to order goods and payments Publicising the scheme The scheme is published on the council website, and amongst our stakeholder organisations and departments who formerly dealt with the social fund. 5

6 Types of awards under the scheme Emergency Support Payments Community Support Awards Rent related payments These are described in more detail later Triage and referrals Another part of the teams work is to refer claimants to other services, where it appears that the claimant is in need of further support, that is not available from the ESS team. Form and Delivery of awards under the scheme Emergency Support Payments small sums of cash paid to the claimant. Community Support Awards awards take the form of goods only. Accommodation related payments payment by BACS direct to the landlord or agent Procurement and supply of goods Barcodes These are purchased by the Revenues and Benefits service in a block with enough barcodes to last at least 3 months. They are downloaded and held on a secure spreadsheet They are in denominations of 5, 10, 20 and 50. any barcodes not issued in 6 months become invalid. Furniture No advance purchasing, ordered on a claim by claim basis Following a successful claim, details of the award are forwarded to Emmaus via . The claimant is advised to go to the Emmaus building in Elmley Street to select the goods, Emmaus will only provide what the claimant is entitled to Emmaus will deliver the goods A consolidated invoice is sent to revenues and benefits, to check against the relevant claims. The invoice is paid from ESS funding 6

7 White goods No advance purchasing, ordered on a claim by claim basis Following a successful claim, details of the award are forwarded to LBG procurement via . LBG procurement will then order the goods from the suppliers, and the supplier will deliver the goods A consolidated invoice is sent to LBG procurement, to check against the relevant orders. The invoice is paid from ESS funding Accommodation related payments Paid direct to landlord or agent through the new financials system. The new financials system requires every person who receives a payment to be registered on the system with a creditors reference number, which is linked to their bank details.. Following a successful claim, the payment authorisation form is completed This is sent to the academy support team, who then enter the payment details on new financials The payment will be sent through BACS to the landlords account. Removal Costs A standard invoice form is sent to the contactor. The form is completed with the claimants details and submitted as an invoice for payment in the usual way. 7

8 Emergency Support Payments ESP) These replace the crisis loans made under the social fund. Form of awards Small non repayable cash sums, based on a proportion of a personal weekly benefit. Unlike DHP these are paid as a one off payment, and are not expected to be paid as weekly amount. A claimant can get a maximum of three payments in a rolling calendar year Circumstances under which awarded A person who has no immediate means of supporting themselves, because of an emergency or disaster and there is a risk to health of the claimant because of the current lack of funds. The claimant will have no means of resolving the problem, or getting funds from other sources. Payments are not made where the claimant is waiting for the job centre to assess a benefit, if the claimant has been sanctioned or if the claimant has failed to budget on normal outgoings. In these circumstances the claimant is directed to the job centre or money advice. Entitlement Conditions Other than meeting the above conditions, the claimant must : Be treated as resident in the borough Not be a person from abroad Have a right to reside in the UK Claim process Claims can be made over the phone, on a paper form or through the council s web form. Though, due to the emergency nature, we expect people to make claims over the phone. The claim details are transferred on to the LWA software Verification Further questions asked regarding the circumstances of the claim Any information given is verified, by using the CIS or HB systems. The LWA system is checked for previous awards. 8

9 Decision Decisions are recorded on the LWA software, this contain the details of the case officer who made the decision The claimant is notified of the decision, either verbally or in writing if the request it. If refused award, they are advised of the appeals process Payment awarded authorisation The team manager or a member of senior management team authorises payments before they are issued. Form of award Bar Code A bar code is sent via SMS to the claimant s mobile phone. They take the phone the post office with ID The Post Office issues payment. Cashiers payment Where the claimant does not have a mobile phone, they come to the Woolwich Centre, where they are issued with a payment from Cahiers on production of ID. Risks When making payments of cash, there are always risks that the claimant will spend the money on non-essential items. However since the payments are small and limited to 3 payments and made in limited circumstances, this is not a major risk, in terms of the overall working of the scheme. Other than food vouchers, which members did not support, all other methods looked at carry the same risks. Security Barcodes are allocated from a password protected spreadsheet, only senior managers have access to this. The person requesting the barcode is recorded on the spreadsheet. Authorisation is also recorded on a signed paper form The same bar code cannot be cashed twice. Reconcilliation The barcodes that have been issued, are reconciled with a report from the post office detailing the codes that have been cashed and the number they were sent to. 9

10 Community Support Awards These replace the Community Care Grants made under the social fund. Form of awards Non repayable awards of household goods only Main types of goods awarded Furniture White goods Beds and bedding Circumstances under which awarded A claimant getting certain benefits, who needs household items in order to live in the community which they could not afford from their income. The claimant will have no means getting funds from other sources. or residents who are due to receive these within the next six weeks after discharge from an institution (such as long-stay hospital or prison). Entitlement Conditions Other than meeting the above general conditions, the claimant must be a person otherwise entitled to any of the following benefits. Income Support Income-based Jobseeker's Allowance Income-related Employment and Support Allowance Guarantee Pension Credit. And must need an award for one of the following reasons Leaving an establishment (institution/care home/hospital/prison) where formal care was received You are setting up home as part of Resettlement Programme as a result of homelessness or fleeing domestic violence Living in the community and need help to stay there rather than enter accommodation to receive care, or you are caring for someone in this situation in the same household Caring for a prisoner or young offender on release on temporary license Family under exceptional pressure; for example if someone in the family suffers from a disability or chronic illness, there has been relationship breakdown, or as a consequence of some unforeseen calamity such as a house fire or flooding. Requiring a one-off travel expenses for a certain journey, such as visiting someone in hospital, where no other funds or support is available. 10

11 Claim process Claims can be made over the phone, on a paper form or through the council s web form. Telephone claims are transferred on to the LWA software, during the progress of the call Assessor establishes what goods are needed Any claims from RBG resettlement are regarded as trusted applications Verification It is established that the person needs the goods that they are requesting, and they there is no other organisation (e.g. landlord) that should provide them Any information given is verified, by using the CIS or HB systems. Decision Decisions are recorded on the LWA software, this contain the details of the case officer who made the decision The claimant is notified of the decision in writing. If refused award, they are advised of the appeals process Authorisation The team manager or a member of senior management team authorises payments before they are issued. Form of award Once a decision is made the relevant supplier is contacted. Furniture Emmaus, a local charity that provides good quality reconditioned furniture White Goods, Bedding and other goods RBG procurement will arrange through their suppliers. The supplier will arrange delivery Risks Since no payments of cash are being made, there is no risk of payments being misused. However it may be possible that claimants may request goods that they do not need that they can later sell. We are developing a visiting system in non-resettlement cases where a lot of goods are being requested at once. This may help to minimise fraudulent applications. Security Authorisation is also recorded on a signed paper form. Once goods have been delivered, an invoice is sent to revenues and benefits service with the relevant budget code. 11

12 Other Payments Due to the pressure on the DHP budget, ESS awards can be used to cover Removal costs Rent in advance Deposits These payments were previously being made under the social fund or DHP. Removal Costs Form of awards Non repayable award paid direct to the removal company Main types of goods awarded Payment to cover reasonable removal costs Circumstances under which awarded A claimant getting certain benefits, who needs to move home and has no means getting funds or the service from other sources. Removal company must be prepared to submit an invoice to the council.. Entitlement Conditions Other than meeting the above conditions, the claimant must : Be treated as resident in the borough Not be a person from abroad Have a right to reside in the UK Other than meeting the above conditions, the claimant must be a person otherwise entitled to any of the following benefits. Income Support income-based Jobseeker's Allowance income-related Employment and Support Allowance Pension Credit. Housing Benefit Council Tax Support 12

13 Claim process Claims can be made over the phone, on a paper form or through the council s web form. Telephone claims are transferred on to the LWA software, during the progress of the call Assessor establishes that service is needed. Any claims from RBG resettlement are regarded as trusted applications Verification If the cost is more than 200 the claimant is required to get three quotes. It is established that the person needs the service, and they there is no other organisation (e.g. landlord) or person that can provide them Any information given is verified, by using the CIS or HB systems. Decision Decisions are recorded on the LWA software, this contain the details of the case officer who made the decision The claimant is notified of the decision in writing. If refused award, they are advised of the appeals process Authorisation The team manager or a member of senior management team authorises payments before they are issued. Form of award Once a decision is made the claimant is required to arrange the move, with the understanding that the removal company will be only paid through submitting an invoice. Risks Since no payments of cash are being made direct to the removal company, there is no risk of payments being misused by the claimant. The requirement to submit an invoice, will help to ensure that legitimate removal companies are used. This may help to minimise fraudulent applications. Security Authorisation is also recorded on a signed paper form Once the move has taken place, an invoice is sent to revenues and benefits service with the relevant budget code. 13

14 Monitoring For these cases, the HB system will be monitored to ensure the claimant has moved. Rent in Advance & Deposits Form of awards Non repayable award Main types of goods awarded Payment to cover reasonable rent in advance and deposits Circumstances under which awarded A claimant getting certain benefits, who needs a deposit and/or rent in advance to secure accommodation and has no means getting funds from other sources. They would meet the conditions for Community Payment or: The circumstances considered are such that DHP could be awarded. The move to a new home is considered to be absolutely necessary for health or other similar reasons (e,g. fleeing violence) and not voluntary. Payment will be made direct to the landlord, resettlement or their agents Cost must be reasonable and in line with LHA levels. Entitlement Conditions Other than meeting the above conditions, the claimant must : Be treated as resident in the borough Not be a person from abroad Have a right to reside in the UK Other than meeting the above conditions, the claimant must be a person otherwise entitled to any of the following benefits. Income Support income-based Jobseeker's Allowance income-related Employment and Support Allowance Pension Credit. Housing Benefit Council Tax Support 14

15 Claim process Main source of claims are made via resettlement or their agents (currently St Giles Trust), but we can consider any other cases regarded as exceptional (in line with DHP). Claims can be made over the phone, on a paper form or through the council s web form. Telephone claims are transferred on to the LWA software, during the progress of the call Assessor establishes that service is needed. Any claims from RBG resettlement (or heir agents) are regarded as trusted applications Verification Claims are checked against LHA levels. The maximum payment should therefore be no more that 1600 (4x max LHA) Any information given is verified, by using the CIS or HB systems. Decision Decisions are recorded on the LWA software, this contain the details of the case officer who made the decision The claimant and the landlord are notified of the decision in writing. If refused award, they are advised of the appeals process Authorisation The team manager or a member of senior management team authorises payments before they are issued. Form of award A payment authorisation paid direct to the landlord or RBG agents (e.g. St Giles Trust), issued via new financials. Risks Since no payments of cash are being made direct to the claimant, there is no risk of payments being misused by the claimant. The other risks is collusion between the landlord and claimant, we can monitor the claimant to make sure they claim HB at the new address. But since we Security Authorisation is also recorded on a signed paper form The same arrangements that exist for HB will apply. If fraud is detected, we will seek recovery of any sums paid. 15

16 Monitoring For these cases, the HB system will be monitored to ensure the claimant has into the new property. Moves out of the borough are only being dealt with through resettlement at the moment. 16

17 Appeals There is no statutory right of appeal. A person who has received a decision they consider to be unfavourable will be able to appeal. This will be subject to certain conditions, which are The appeal has been made in writing The decision being appealed against The reasons why the claimant disagrees. Appeals will not be accepted where a person has been made an award, but it is not their preference (e.g. they want new furniture, rather than reconditioned) Application Process Claimant is notified of the decision verbally or in writing Emergency payment will be notified verbally. Due to the speed of processing and delivery of emergency payments it is unlikely that many people will appeal decisions. Community or accommodation related payments will be notified in writing and will be able to appeal a decision to refuse to supply a payment or an item. Time limits If the appeal is made within one month, another officer will reconsider the decision, and confirm, or revise the original decision. If the appeal is made outside the one month time limit, then the case will only be looked at again if there has been a reported change of circumstances, that dates back to the original. 17

18 Triage Arrangements In the course of an application if the claimant demonstrates a possible need for another council service (or third sector service), the ESS staff will refer give sufficient information for them to self refer them to that service. In some cases where the claimant s (or another household member s) safety may be at risk, ESS staff will refer directly to that service. The referrals will be done by either telephone of s Below is the most common list of services referred to: Issue Short term benefit advance DWP sanction Advice on other benefits (apart from HB and CTS) Council Tax Housing Benefit Help with finding work Vulnerable Homeless. Issues with landlords Children Debts Refer to Job Centre Job Centre/Food bank Welfare Rights Revenues and Benefits Gllab Housing Options HAC Children s Services Money Advice /CAB Immediate risk to life 999 Any referrals are recorded on a spreadsheet. MIS The LWA system provides it s own reports, they are fairly limited in that they lack a common reference number (e.g. a NINO that could be used to link them to other reports. 18

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20 Process Map General Process/Referral Map Council Department Fast Track Telephone Application by phone Online Application by web Visit Application by paper Post Office ordering of barcodes Emergency Support Team (Revenues & Benefits Service) Assessment and Eligibility Emergency Support Payment awarded Community Support Payment awarded No award Post Office Pay-out Barcodes Cashiers Petty cash Reconditioned Furniture Supplied by Emmaus (Greenwich) White goods and bedding from Council Procurement Triage - Other Need identified Payment delivered by Post Office or Council centre Discretionary Housing Payments Referral/signpost to: Housing Welfare Advice Helpline. Gllab Greenwich Local Labour Scheme AOPS Children s Services Housing Resettlement Families First Project Families Information & Outreach Service Welfare Rights Money/debt advice Housing Income Team Voluntary Sector support agencies Job Centre Plus Furniture and goods delivered to customer s address 20

21 Process Map Crisis Payment via Post Office Barcode Decision made to award Crisis payment, and claim is recorded on the capita software Case officer completes form to request a barcode and s it to the relevant manager and advises applicant regarding collection Manager selects an unallocated barcode from the secure spread sheet and pastes it into the form and s the form back to the case officer Case officer prints the form and the relevant manager signs it. Case officer sends barcode numbers to applicants phone via SMS. Applicant takes barcode to post office Further needs identified, refer to appropriate agency under triage arrangements No further needs identified, close case. Monitoring and MiS 21

22 Process Map Crisis Payment via Cashiers Decision made to award Crisis payment, and claim is recorded on the capita software Case officer completes form to request a cashiers payment and advises applicant regarding collection Manager records amount paid on the secure spread sheet Form is sent to cashiers. Cashiers issue payment in cash. Further needs identified, refer to appropriate agency under triage arrangements No further needs identified, close case. Monitoring and MiS 22

23 Process Map Appeals and Dispute Resolution Decision made and notified with process for appealing decision. Applicant considers decision to be unfavourable e.g. No entitlement to all or part of the items they have claimed. Applicant appeals decision in writing Request received within One month Request received outside one month Reconsider decision based on merits of the case and any changes of circumstances Will only reconsider, if there has been a change of circumstances which would allow entitlement, from the date of the application and the need for help persists. Notify the result of reconsideration within one month 23

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