LOCAL WELFARE ASSISTANCE (LWA)

Transcription

1 LOCAL WELFARE ASSISTANCE (LWA) GUIDANCE FOR DECISION MAKERS The purpose of Local Welfare Assistance is to provide an emergency payment to meet an ESSENTIAL short term need when there is a RISK TO HEALTH AND WELL BEING. Applicants In addition to applicants who are receiving benefits, applicants who are working may also experience crises and are therefore also eligible to apply for help through the Local Welfare Assistance (LWA) scheme. In some cases they may be able to get help from their employer in the form of an advance of wages, which should be considered before an LWA award is made. Questions have been included in the application form to help determine this. However it should not be assumed that all employers would provide such assistance, or that every employee would be in a position to request it. If in doubt, speak to your team leader. Non Dependants and No Fixed Abode Applicants Where a non dependant is residing with close family (using the HB definition), the application should always be refused (except for travel requests) as there is no risk to the applicant s health and well being. Where a non dependant is staying with friends you need to consider whether it is reasonable to expect the friends to provide the applicant with food, and this may depend on how long the situation is likely to continue for and how close relationship they have. In doubt, speak to your team leader. Where a person says that they are of no fixed abode, or are staying at a different address each night (sofa surfers), it is unlikely that they will have anyone who would be willing to help them out with food, and in these cases it would therefore be appropriate to make an LWA award (not for fuel). LWA Decision Makers Notes April

2 Applications Received The first step in determining an application for help through the local welfare assistance process is to determine if the customer meets the eligibility criteria. Eligibility Criteria Before a decision maker looks at the details of the request, they must determine that the customer meets the criteria to apply for help. Applicant must be over 16 years of age Applicant must be a Wirral resident (this could include someone who is homeless with links to Wirral) Applicant must the householder (except for applications for essential travel) Not eligible if;- There are other working adults resident in the property The applicant is a non dependant (expect for applications for essential travel) The applicant has capital to the value of the item being requested. Application Checks The following checks should be made for each application received;- Evidence of identity and residency which should be cross checked If residency cannot be confirmed through cross checking you may need to contact the applicant. Check the details of the household composition against those already held i.e. the number of children, other adults, partner etc. If a discrepancy is identified contact the customer / use CIS. Complete a customer contact on CIVICA and record the information gathered. If this resolves the queries, you can then proceed to make a decision. If customer reports a change in circumstances or you discover a change whilst dealing with an application, raise a Change in Circs process on CIVICA. LWA Decision Makers Notes April

3 Types of Award Consider the type of award being requested, i.e. Support / Non Support Non Support To meet a need, which, if not met would pose a risk to the (Crisis / Unforeseen event) Support health and well being of the applicant or their dependents. To help those leaving a;- Care Home, Prison, Hospital, Refuge, Hostel, Temporary Accommodation following a period of homelessness or assisted by Housing Options to secure accommodation in order to become established in the community Or To meet a need which, if not met would put at risk the health and wellbeing of the customer or their dependents. Non Support (Crisis / Unforeseen Event) You must establish that the need is essential and that there is no alternative way for the applicant to meet the cost. If the need can be met through another route then the application will be refused. DWP administer short term advances, budgeting advances, hardship payments, funeral costs, cold weather payments and maternity grants, however you must consider the length of time the customer may wait to receive such payments. LWA Decision Makers Notes April

4 Immediate Essential Items covered under this type of help would include; Food, Light, Heat Essential Toiletries (nappies for children and sanitary products) Consider When items will run out Date when funds will next be received Number of people in the household (excluding non deps) Payment for Immediate Essential Items Payment will be made by Payment Card (Allpay) based on set amounts see Awards and Payments for Decision Makers pack for details. The maximum award is for 7 days Book an appointment for applicant to collect their payments cards at a One Stop Shop of their choosing via the Appointments Booking System. (see guidance notes on Customer Service Toolkit LWA Appointments Booking) A text message should then be sent to the applicant to advise them of the appointment and the need to provide ID etc when collecting award (see guidance notes on Customer Service Toolkit SMS Text Messaging Solution and SMS Text Messaging Templates) Follow the Payment Card process. Access the All Pay Stock control sheet and assign the next available payment card to the applicant (make sure you assign a card at the correct OSS). The Payment Card will then need to be assigned to the applicant via the All pay system and the funds loaded (see guidance notes on Customer Service Toolkit). LWA Decision Makers Notes April

5 A document on CIVICA will need to be completed detailing the award you are making and recording any additional information you require i.e. if bank statements are to be sighted by OSS advisor prior to release of card. LWA Decision Makers Notes April

6 Other Essential Awards Items covered under this type of help would include; Domestic Appliances Furniture (chair, bed) Heating Appliances Bedding Clothing / Footwear Floor Covering (only for Bedrooms and Living Rooms - Carpet only See Criteria) The item requested must be to meet an essential need, which if not met, would present a risk to the health and wellbeing of the applicant or their dependents. There must be NO OTHER WAY to meet the need. Consider if the customer could access a budgeting loan from the DWP? Washing machines will only be considered for applicants with dependent children or those who have a disability which may increase laundry requirements or prevent the applicant from accessing a launderette. Cookers will also only normally be considered for those with dependents, for single customers, a microwave oven will be considered appropriate. Considerations Carpets can also be considered see criteria on page An award will normally be made when the applicant has to REPLACE an ESSENTIAL item but ONLY FOLLOWING a CRISIS or UNSEEN event. Items will not be replaced simply because they have worn out as it is expected that the customer would normally make provision for this. LWA Decision Makers Notes April

7 For items of this nature you will need to establish what the crisis or circumstances are. Ask the applicant;- What happened to the previous item? How old it was? Was it under warranty? Why it is needed immediately? When you have gathered this information you must be satisfied with the answers you are given and that you they support the applicant s view that there is an essential need which if not met, will present a risk to the health and well being of the applicant or their dependents. If you are not able to gather enough / suitable information to satisfy yourself that an award can be made, you may consider sending a visitor to establish any factors you feel will resolve your query. If you are in doubt, discuss this course of action with your team leader prior to making a visitor request. Payments for Other Essential Awards Awards will be made via the Procurement System or via Payment Card (Allpay). NB; Cost Code on procurement system is always; F6050 R A text message should then be sent to the applicant to advise them of the outcome of their application. (see guidance notes on Customer Service Toolkit SMS Text Messaging Solution and SMS Text Messaging Templates) A document on CIVICA will need to be completed detailing the award you are making and recording any additional information or items required. LWA Decision Makers Notes April

8 Leaving Care / Detention, Etc (Support see page 3) Customers leaving Care Homes, Prison, Hospital, Refuge, Hostel etc to become established in the community may also apply for help under Local Welfare Assistance. The Housing Priority Panel furniture package will be administered by Local Welfare Assistance. These applications will be identified as HPP. This group will mostly be people setting up home in unfurnished or partly furnished property. Customers will usually be considered vulnerable if they were previously living in supported or temporary accommodation or have a homeless background. Also included are people leaving care or prison, referrals from other sources such as Young Families or families fleeing domestic violence. This list is not exhaustive. You should liaise with the support providers to establish what items they are able to provide and identify what the customer needs. In these circumstances if the criteria are met you would usually award any items the applicant does not have taking into account if they are single or a couple etc, Carpets can also be considered see criteria on page If you believe it to be appropriate to gather information required to determine if an award can be made, you may consider sending a visitor. If you are in doubt, discuss this course of action with your team leader prior to making a visitor request. Payments for those Leaving Care / Detention Etc (Support see page 3) Awards will be made via the Procurement System or via Payment Card (Allpay). NB; Cost Code on procurement system is always; F6050 R LWA Decision Makers Notes April

9 Telephone the claimant or their representative to advise them of the outcome of the award. Otherwise notify the customer or their representative by or text message. (see guidance notes SMS Text Messaging Solution and SMS Text Messaging Templates) A document on CIVICA will need to be completed detailing the award you are making and recording any additional information or items required. Record any additional information on a Customer Contact Memo. Application in Advance of Move Applications received from customers in advance of a move should be determined upon receipt of the application, particularly if not successful e.g. applying for budgeting loan to cover costs instead. Once your decision is made, keep hold the application until occupation is confirmed. Liaise with applicants Support Worker, if they request that goods be delivered on day of occupation, please ensure that you order in advance of confirmation of occupation. Advise supplier of delivery date required to ensure the essential items required arrive in time. LWA Decision Makers Notes April

10 Essential Travel within UK (Including applications from Non Dependants) Applications for support with essential travel will be considered. This will usually be for travel to the funeral of a close relative or to visit a close relative in an institution (prison, hospital etc). You should be satisfied that the travel cannot be met from somewhere else. E.g. Travel to visit a close relative in prison or in care may be funded by another organisation or social services. You should ask the customer if they have made enquiries with the institution concerned. Payments for Essential Travel within UK Awards will be made via the Procurement System or via Payment Card (Allpay) for emergencies. Travel will normally be arranged through Redfern Travel (see guidance notes on Customer Service Toolkit). NB; Cost Code on procurement system is always; F6050 R A text message should then be sent to the applicant to advise them of the outcome of their application. (see guidance notes SMS Text Messaging Solution and SMS Text Messaging Templates) A document on CIVICA will need to be completed detailing the award you are making and recording any additional information or items required. LWA Decision Makers Notes April

11 Floor Covering (Carpet) The only floor covering that can be considered under LWA is Carpet. The only rooms considered are Living Rooms and Bedrooms (not hall, stairs, landing etc). The maximum value of an award is 500. Eligibility Must be;- Apply for a Support type award (see page 3) Someone you consider to be Vulnerable (if they meet the criteria for a Budgeting Loan, you should refuse the request and direct them to apply for that in the first instance. If they are unsuccessful, you may then consider them under the LWA scheme assuming all other criteria are met). You must establish that the need is essential and that there is a risk to health and wellbeing The property must have no existing flooring i.e. concrete flooring or bare boards. Decision The decision should be made at the same time as you are deciding on the other items requested. If you decide to make an award you should arrange for FRC to measure up the rooms flooring is required for when they deliver any other goods we have ordered from them. If a customer is not a new occupier or vulnerable, they do not meet the criteria and should be refused on those grounds. You must consider this when making your decision as customers who could receive a budgeting loan (but meet the LWA criteria otherwise) may initially be refused help. Later having attempted and failed to obtain the budgeting loan may apply again / appeal the original decision and we may then consider an award. This would only happen if the criteria was met in the first place. i.e. they are new occupiers/vulnerable. LWA Decision Makers Notes April

12 Actions Making an Award for Flooring Once a decision has been made to make an award, a quote must be obtained (the value of the award if agreed cannot exceed 500). There is a proforma for this purpose which should include details of the rooms to be included in the quote (you should have an from Wendy Neil containing the proforma). This should then be ed to FRC (ensure that a copy of your proforma is imported against the process on CIVICA). The CAPITA LWA application will need to remain open until you receive your quote. Re-assign the CAPITA application to the User Carpet while you are waiting for the quote. The LWA account will be monitored for replies. When the quote is received it will be dealt with in one of two ways;- If the value of the quote exceeds , the will be forwarded to the Decision Maker who sent it so they can contact the customer and advise them that we need to adjust the quote by one room. Once you have agreed which room will not be included, reply to FRC and advise them which room is no longer included and request a new quote. NB you do not need to complete a new proforma. Providing the quote is or less or when you receive the revised quote which is now less that 500 you can complete the information on the CAPITA system and import the quote into CIVICA. Complete the CAPITA process. The carpet is ordered via procurement system as a non catalogue item, the quote needs to be attached to the order. You will not need to complete a further CIVICA document. LWA Decision Makers Notes April

13 Refusing an Application for Flooring You may refuse a request because you consider the customer may be able to apply for a budgeting loan, however if they are unsuccessful, you may then reconsider your decision to refuse the award but only where the customer meets all of the other eligibility criteria. If you refer for a budgeting loan then the application can be closed on Capita. In all cases: You will need to generate an LWA process in CIVICA so that you can create an LWA refusal document. LWA Decision Makers Notes April

14 Second Requests for Help If a customer requests help for a second time, there is no automatic refusal in place. Consider the nature of the previous request. If the customer has received help based on an IMMEDIATE need posing a risk to their health and wellbeing i.e. food for a hostel dweller who then later makes a further application for support into his/her own home, you may consider an award for the ESSENTIAL household goods requested Customers who receive sanctions on their ESA/JSA may have to wait a number of weeks before they receive any money. In these circumstances you may consider a second award for food, however you must ensure that an online referral is made to Welfare Benefits for help to sort out their benefits. IF the customer is a resident in a Magenta property, make a referral to their Welfare Team. (see next page) Customers who are making a further request but are not currently sanctioned may be signposted to the food bank. Local Welfare Assistance and Fraud Consider the type of goods being requested for a second time. Has the customer previously received an award of this type? i.e. white goods / furniture. Consider making enquiries to determine what has happened to the goods awarded previously. Where customers have received awards, where are they now? I.e. If customer moves address, there is no reason for them not to take the goods awarded with them when they move. When dealing with multiple applications from the same address, consider if the outgoing occupant would have left the goods behind, i.e. previous occupant becomes homeless / hostel dweller, etc where s/he could not take belongings with them. LWA Decision Makers Notes April

15 You may consider making a referral to the fraud team if you have suspicions about the request you are dealing with, if in doubt contact a member of the fraud team for advice. Refusal of an Award Following a Refusal the customer should be signposted to an appropriate organisation see toolkit NB; for customers who may qualify for a budgeting loan via the DWP but are requesting help for an IMMEDIATE need, LWA should be considered, this is because it can take up to four weeks for a decision to be made by the DWP on an application of this type. For customers who are residents of Magenta properties, Magenta have set up their own Welfare / Financial Inclusion Team to provide financial advice and support to customers and a referral can be made directly to the team on behalf of the customer if they identify they are having problems with budgeting, utilities etc. For all other customers, where appropriate, a referral can be made to the Welfare Benefits Team who can assist customers with problems concerning their Benefits, budgeting etc. For customers who may be having problems meeting the cost of their Council Tax a hardship application is available on the internet. Appeals When a customer appeals against a refusal to award LWA all cases will be considered by the Team Leader. Appeals are made through the website and arrive via which is then imported into CAPITA ready to be worked on. LWA Decision Makers Notes April