A guide to the welfare rights advice line for support workers

Social Inclusion Unit

At the appointment, our Adviser will: • • • •

provide free, independent and confidential advice, in line with our policy Advise you about the grounds of appeal and whether representation is required. explain the criteria of any benefits in question. explain the process; what your client can expect from us and from the agency processing their appeal.

Welfare Rights Advice Line for support workers

After the appointment: •

•

•

•

•

The Adviser will send you out an opening letter, outlining the advice given and the action taken and what is now required of you and/or your client.

The Adviser will establish what further evidence is required and will seek your assistance to obtain it. The Adviser will keep copies of all relevant documents.

You and your client are expected to keep the Adviser informed of any documentation or decisions received and anything else that could affect the advice that has been given.

Should another benefit enquiry arise, for the same client which is unrelated to their original appeal you will need to contact the advice line again for advice on the new issue.

Once the appeal has been heard and you and your client are happy with the decision, the Adviser will confirm what further action is required to progress the case and the case will be closed.

Every year in the UK an estimated £16 billion of benefits is unclaimed by those who should receive them.

People struggle on low incomes, without the money the government says they should have. They can’t support local shops and businesses, so our economy suffers too.

Money worries cause stress, anxiety, depression … and prevent people making positive changes in their lives.

Social Inclusion Unit Room 1.6.1 Civic Centre Oystermouth Road Swansea SA1 3SN 01792 637410 antipoverty@swansea.org.uk

The Advice Line can support you in ensuring your clients get every penny they are entitled to. This could make a huge difference to their quality of life.

• •

Advice Line for Support Workers: 01792 637755 Operating times 9 – 10.30 & 2 – 4.00 pm Monday & Wednesday and 9 – 12.00 on Friday. If the line is busy you may leave a message.

All messages left during these times will be returned on the same day wherever possible. We are unable to return messages left outside these times.

An appointment if tribunal representation is required and you fit our criteria for this Appropriate signposting to an organisation that can assist further with your work if necessary.

You may be offered an appeal representation appointment if: • • •

You have discussed the case with an adviser via the Advice Line.

You arrange for your client to accompany you to the appointment.

You continue to work with us, supporting the adviser and your client until the enquiry is closed.

Required information (needed soon, but not necessary to make the appointment) • Your client’s national insurance number • The date of birth of other people that they live with.

• The circumstances (e.g. disabled; sick; working) of the other people they live with.

• Any debts your client has.

• If the appointment is in relation to a sickness or disability benefit, the name and address of their GP.

At this stage, we will: •

Who can ring the Advice Line?

Anyone who is working to support someone with a claim for welfare benefits, including: • • •

City and County of Swansea staff Those working for voluntary or statutory organisations.

Councillors

What can you expect from us?

• Confidential, free, independent advice about the case (ask for our full confidentiality policy to see exceptions to this principle) • Expert advice, assistance & support on a range of benefit issues including drafting letters; assisting with completion of forms; benefit checks.

• An explanation of any further details we need from you.

Accepting an appointment:

•

When making an appointment the adviser will need to know as much information about the case as possible:

•

Essential information (an appointment cannot be made until all this information has been provided): • The name and address of your client and their telephone number if appropriate • Your client’s date of birth • Who your client lives with.

• Details and amounts of all benefits they currently receive.

• Any savings/capital they have.

• The reason(s) for the appointment.

• Any important dates that are relevant to the case (esp. the date of the benefit decision you wish to appeal.)

•

Make an assessment of your client’s needs and undertake a benefit check.

Tell you about any further information required before an appointment can be booked.

Advise you of what action you need to take prior to the appointment.

Book an appointment, and confirm this appointment in writing to you

.

We expect you to: • • • • •

Notify your client of this appointment Undertake action we’ve asked of you Gather relevant documents and information Ensure your client can attend this appointment and arrange transport if necessary Notify us immediately if you or your client is unable to attend by ringing 01792 637401; missed appointments waste time and result in significant delays to the case.

• •

Advice Line for Support Workers: 01792 637755 Operating times 9 – 10.30 & 2 – 4.00 pm Monday & Wednesday and 9 – 12.00 on Friday. If the line is busy you may leave a message.

All messages left during these times will be returned on the same day wherever possible. We are unable to return messages left outside these times.

An appointment if tribunal representation is required and you fit our criteria for this Appropriate signposting to an organisation that can assist further with your work if necessary.

You may be offered an appeal representation appointment if: • • •

You have discussed the case with an adviser via the Advice Line.

You arrange for your client to accompany you to the appointment.

You continue to work with us, supporting the adviser and your client until the enquiry is closed.

Required information (needed soon, but not necessary to make the appointment) • Your client’s national insurance number • The date of birth of other people that they live with.

• The circumstances (e.g. disabled; sick; working) of the other people they live with.

• Any debts your client has.

• If the appointment is in relation to a sickness or disability benefit, the name and address of their GP.

At this stage, we will: •

Who can ring the Advice Line?

Anyone who is working to support someone with a claim for welfare benefits, including: • • •

City and County of Swansea staff Those working for voluntary or statutory organisations.

Councillors

What can you expect from us?

• Confidential, free, independent advice about the case (ask for our full confidentiality policy to see exceptions to this principle) • Expert advice, assistance & support on a range of benefit issues including drafting letters; assisting with completion of forms; benefit checks.

• An explanation of any further details we need from you.

Accepting an appointment:

•

When making an appointment the adviser will need to know as much information about the case as possible:

•

Essential information (an appointment cannot be made until all this information has been provided): • The name and address of your client and their telephone number if appropriate • Your client’s date of birth • Who your client lives with.

• Details and amounts of all benefits they currently receive.

• Any savings/capital they have.

• The reason(s) for the appointment.

• Any important dates that are relevant to the case (esp. the date of the benefit decision you wish to appeal.)

•

Make an assessment of your client’s needs and undertake a benefit check.

Tell you about any further information required before an appointment can be booked.

Advise you of what action you need to take prior to the appointment.

Book an appointment, and confirm this appointment in writing to you

.

We expect you to: • • • • •

Notify your client of this appointment Undertake action we’ve asked of you Gather relevant documents and information Ensure your client can attend this appointment and arrange transport if necessary Notify us immediately if you or your client is unable to attend by ringing 01792 637401; missed appointments waste time and result in significant delays to the case.

• •

Advice Line for Support Workers: 01792 637755 Operating times 9 – 10.30 & 2 – 4.00 pm Monday & Wednesday and 9 – 12.00 on Friday. If the line is busy you may leave a message.

All messages left during these times will be returned on the same day wherever possible. We are unable to return messages left outside these times.

An appointment if tribunal representation is required and you fit our criteria for this Appropriate signposting to an organisation that can assist further with your work if necessary.

You may be offered an appeal representation appointment if: • • •

You have discussed the case with an adviser via the Advice Line.

You arrange for your client to accompany you to the appointment.

You continue to work with us, supporting the adviser and your client until the enquiry is closed.

Required information (needed soon, but not necessary to make the appointment) • Your client’s national insurance number • The date of birth of other people that they live with.

• The circumstances (e.g. disabled; sick; working) of the other people they live with.

• Any debts your client has.

• If the appointment is in relation to a sickness or disability benefit, the name and address of their GP.

At this stage, we will: •

Who can ring the Advice Line?

Anyone who is working to support someone with a claim for welfare benefits, including: • • •

City and County of Swansea staff Those working for voluntary or statutory organisations.

Councillors

What can you expect from us?

• Confidential, free, independent advice about the case (ask for our full confidentiality policy to see exceptions to this principle) • Expert advice, assistance & support on a range of benefit issues including drafting letters; assisting with completion of forms; benefit checks.

• An explanation of any further details we need from you.

Accepting an appointment:

•

When making an appointment the adviser will need to know as much information about the case as possible:

•

Essential information (an appointment cannot be made until all this information has been provided): • The name and address of your client and their telephone number if appropriate • Your client’s date of birth • Who your client lives with.

• Details and amounts of all benefits they currently receive.

• Any savings/capital they have.

• The reason(s) for the appointment.

• Any important dates that are relevant to the case (esp. the date of the benefit decision you wish to appeal.)

•

Make an assessment of your client’s needs and undertake a benefit check.

Tell you about any further information required before an appointment can be booked.

Advise you of what action you need to take prior to the appointment.

Book an appointment, and confirm this appointment in writing to you

.

We expect you to: • • • • •

Notify your client of this appointment Undertake action we’ve asked of you Gather relevant documents and information Ensure your client can attend this appointment and arrange transport if necessary Notify us immediately if you or your client is unable to attend by ringing 01792 637401; missed appointments waste time and result in significant delays to the case.

Social Inclusion Unit

At the appointment, our Adviser will: • • • •

provide free, independent and confidential advice, in line with our policy Advise you about the grounds of appeal and whether representation is required. explain the criteria of any benefits in question. explain the process; what your client can expect from us and from the agency processing their appeal.

Welfare Rights Advice Line for support workers

After the appointment: •

•

•

•

•

The Adviser will send you out an opening letter, outlining the advice given and the action taken and what is now required of you and/or your client.

The Adviser will establish what further evidence is required and will seek your assistance to obtain it. The Adviser will keep copies of all relevant documents.

You and your client are expected to keep the Adviser informed of any documentation or decisions received and anything else that could affect the advice that has been given.

Should another benefit enquiry arise, for the same client which is unrelated to their original appeal you will need to contact the advice line again for advice on the new issue.

Once the appeal has been heard and you and your client are happy with the decision, the Adviser will confirm what further action is required to progress the case and the case will be closed.

Every year in the UK an estimated £16 billion of benefits is unclaimed by those who should receive them.

People struggle on low incomes, without the money the government says they should have. They can’t support local shops and businesses, so our economy suffers too.

Money worries cause stress, anxiety, depression … and prevent people making positive changes in their lives.

Social Inclusion Unit Room 1.6.1 Civic Centre Oystermouth Road Swansea SA1 3SN 01792 637410 antipoverty@swansea.org.uk

The Advice Line can support you in ensuring your clients get every penny they are entitled to. This could make a huge difference to their quality of life.

Social Inclusion Unit

At the appointment, our Adviser will: • • • •

provide free, independent and confidential advice, in line with our policy Advise you about the grounds of appeal and whether representation is required. explain the criteria of any benefits in question. explain the process; what your client can expect from us and from the agency processing their appeal.

Welfare Rights Advice Line for support workers

After the appointment: •

•

•

•

•

The Adviser will send you out an opening letter, outlining the advice given and the action taken and what is now required of you and/or your client.

The Adviser will establish what further evidence is required and will seek your assistance to obtain it. The Adviser will keep copies of all relevant documents.

You and your client are expected to keep the Adviser informed of any documentation or decisions received and anything else that could affect the advice that has been given.

Should another benefit enquiry arise, for the same client which is unrelated to their original appeal you will need to contact the advice line again for advice on the new issue.

Once the appeal has been heard and you and your client are happy with the decision, the Adviser will confirm what further action is required to progress the case and the case will be closed.

Every year in the UK an estimated £16 billion of benefits is unclaimed by those who should receive them.

People struggle on low incomes, without the money the government says they should have. They can’t support local shops and businesses, so our economy suffers too.

Money worries cause stress, anxiety, depression … and prevent people making positive changes in their lives.

Social Inclusion Unit Room 1.6.1 Civic Centre Oystermouth Road Swansea SA1 3SN 01792 637410 antipoverty@swansea.org.uk

The Advice Line can support you in ensuring your clients get every penny they are entitled to. This could make a huge difference to their quality of life.