1. Preparing to Administer the Scottish Welfare Fund Renfrewshire Council 23 January 2013 Emma Shields: Operational Services Manager

2. Overview Our Journey So Far Customer Journey Work Customer Journey Ongoing Development

3. SWF: Our Journey So Far....... Welfare Reform Programme Analysis of DWP data and review of early Scottish Government guidance Administration decision Benefits Service Senior Benefits Assessor & Benefits phone team Job evaluation and recruitment complete Developed a Customer Journey System procurement (ongoing) Fulfilment Options (ongoing) Telephony (ongoing)

4. Renfrewshire Council Welfare Reform Programme

5. Customer Journey Work OBJECTIVES: Mapping to understand the high level process Raise questions and debate Undertake consultation with other services Inform decision making Identify areas of discretion Inform task planning

6. Initial stages of customer journey Contact Council about a CG Application by phone Downloadable form from website Paper form supplies available Eligibility /security check Signposting at initial contact if CG not suitable Establish customer is who they say they are Check in receipt of appropriate benefits Capture details Operational Services phone team complete application form over phone (eform format) E-form routed through DIP system to Benefits complex processing team for action. Forms submitted by post or handed in scanned and routed to Benefits Complex Processing Team Contact Council about a CCG Forms available to download online, pick up at numerous Council Outlets Forms provided to partners to use to support customers with completion. Application Received Forms submitted by post, by hand, electronically from partner organisations (or customers themselves) Applications Routed Scanned and routed to Benefits Complex Processing Team

7. Application Consideration Vetting Applications allocated to Senior Benefit Assessor in line with target dates Applications vetted and assigned High, Medium, Low Priority Eligibility check undertaken and signposting where CG or CCG not appropriate High priority applications Application considered. Data captured on system Additional evidence requested (if required) Budget Considered Method of fulfilment considered Medium/Low priority applications Consider budget position. If budget available – process as high If insufficient budget issue decision and signposting where appropriate.

8. Decision-making Decision Consider all details and evidence. Refer to budget position Consult guidance on fulfilment options Make award decision Confirm Crisis Grant – text decision and follow up with letter Community Care Grant – issue decisions letter Follow-up up with any signposting support Fulfilment CG Cash award – issue text with barcode for cash collection CG Award goods/vouchers CCG – Cash award – bank transfer/cheque CCG – Goods – order goods from framework suppliers

9. Ongoing Development Furthering system procurement Exploring fulfilment options Identifying all points of discretion within guidance. Recommending the Council’s approach to discretionary points to inform a SWF policy for consideration and approval by elected members. Developing detailed guidance and training for staff.