Social Security Benefits: Learning Disability and Mental Illness
The question
To ask the Secretary of State for Work and Pensions, what steps his Department is taking to ensure that relevant information on claimants’ learning difficulties, mental health conditions and other vulnerabilities is recorded and made accessible to Jobcentre staff.
Answered by Dame Diana Johnson
DWP has established processes to identify, record and share relevant information about claimants’ circumstances, including vulnerabilities, so staff can provide appropriate support.
Colleagues carry out vulnerability checks and record outcomes on DWP systems, considering health conditions, disabilities, life events and personal circumstances.
Where additional needs are identified, information is recorded on relevant systems, including the Customer Information System and Universal Credit, covering complex needs, reasonable adjustments and support arrangements. Managers also assure themselves that processes are operating correctly.
Claimants can advise us verbally of any health conditions and vulnerability needs, or they can update digitally via their Journal on their Universal Credit. This helps staff tailor appointments and contact.
Frontline Jobcentre staff are trained to identify and support vulnerable customers, including through mental health awareness and reasonable adjustments guidance. More complex cases can be escalated where needed.
Together, these measures help ensure relevant information is captured and accessible, enabling personalised support.
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