the discretionary assistance fund

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The Welsh GovernmentDiscretionary Assistance Fund

February 2013

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Agenda

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Background

From April 2013 elements of the Social Fund are abolished Community Care Grants Crisis Loans for Living Expenses

Replaced by a local fund devolved to Welsh Government

Themes from consultation events in Wales

Partnership delivery model

National qualifying criteria

Grants not loans

Goods and services over cash

Independent appeals

Links to financial capability

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Discretionary Assistance Fund

Discretionary Assistance Fund - payments or in kind support for two purposes.

Enable independent living or continued independent living, preventing the need for institutional care – Individual Assistance Payment (IAP)

Provide assistance in an emergency or when there is an immediate threat to health or wellbeing – Emergency Assistance Payment (EAP)

Payments available to people who do not have alternative means of paying for what they need and do not need to be paid back. One-off needs rather than on-going expenses.

National delivery model

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Delivery Team - credentials

Northgate has 10,000 staff and 48 major offices 100% of local authorities and police forces in Wales Systems in every NHS hospital as national programmes Half of all fire brigades and ambulance trusts Central Government

Family Fund is the UKs largest grant making charity and for nearly 40 years Family Fund has administered £33m of grant funds for the four governments

Wrexham County Borough Council is the pilot authority in Wales for Single Fraud Investigation Service and will be keen to ensure equitable use of the fund for all. Wrexham is also one of the Universal Credit Processing sites.

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Delivery Model

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Customer Journey

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Individual Assistance Payment

1. The Applicant makes an application

2. Application arrives at DAF team in Wrexham

3. Decision is made to Approve or Decline

a. Declined

b. Approved4. Advised of approval for

Goods or Service (e.g. Cooker, Fridge, Bed). Signposted to other

places for help

5. Family Fund advised by

Northgate, then Family Fund advise

the retailer e.g. Argos, Euronics,

Park Retail

6. Payment Card or Authorising Letter sent

to Applicant

4. Advised by phone, email or letter, signposted to other places for help

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Emergency Assistance Payment

5. Applicant advised of approval for payment.

Signposted to other places for help

6. Family Fund advised by Northgate, then Family Fund advise Pay Point

8. Applicant goes to Pay Point outlet

(newsagents etc) shows retailer the code and

cash is given

7. Pay Point send barcode or unique

reference number to applicant mobile

1. The Applicant makes an application

2. Application arrives at DAF team in Wrexham

3. Decision is made to Approve or Decline

a. Declined

b. Approved

4. Advised by phone, email or letter, signposted to other places for help

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For more than 13 years Family Fund has used supplier contracts for grant making programmes In 2011 75% of applicants received their grant in the form

of goods and services spending £25m Example retailers include Park Retail, Euronics, Argos

Suppliers offer choice for beneficiaries along with trusted brand, excellent service and good coverage

Opportunity to expand to additional outlets in Wales Cash payments through PayPoint or BACS

Fulfilment Experience

On Line Application from the Public Web Site

The Public Web Site allows members of the public to make applications from the Discretionary Assistance Fund. They can;1.Check for likely Eligibility2.Make & submit an Application3.Save a partly completed application4.Return to a partially completed application5.Track the progress of an application

The Public Web Site allows members of the public to make applications from the Discretionary Assistance Fund. They can;1.Check for likely Eligibility2.Make & submit an Application3.Save a partly completed application4.Return to a partially completed application5.Track the progress of an application

Public Web Site will be bilingual. These screenshots show aspects of the DirectGov Blue Badge Public Web Site designed and managed by Northgate Public Services

Public Web Site will be bilingual. These screenshots show aspects of the DirectGov Blue Badge Public Web Site designed and managed by Northgate Public Services

The Blue Badge web site has been awarded a Shaw Trust ‘Accessible’ rating. This award is given in recognition of web sites that are ‘accessible, inclusive and user friendly for people with disabilities’

The Blue Badge web site has been awarded a Shaw Trust ‘Accessible’ rating. This award is given in recognition of web sites that are ‘accessible, inclusive and user friendly for people with disabilities’

The online application validates addresses using the Experian QAS database. However, applications can also be accepted from alternative addresses or homeless applicants.

The online application validates addresses using the Experian QAS database. However, applications can also be accepted from alternative addresses or homeless applicants.

Applicants can change the size of text to suit their preferences and get access to further help.

We are already liaising with the Shaw Trust to ensure that the Public Web Site complies with the highest levels of Accessibility.

Applicants can change the size of text to suit their preferences and get access to further help.

We are already liaising with the Shaw Trust to ensure that the Public Web Site complies with the highest levels of Accessibility.

Applications can be made by the applicant themselves or by somebody else on the applicants behalf. Questions will be posed accordingly in the first or third person.

Partners or trusted third parties can make applications and identify themselves through an exclusive issued code. This can be changed periodically or in case of a suspected security breach.

Applications can be made by the applicant themselves or by somebody else on the applicants behalf. Questions will be posed accordingly in the first or third person.

Partners or trusted third parties can make applications and identify themselves through an exclusive issued code. This can be changed periodically or in case of a suspected security breach.

This application is being made on behalf of someone else.

This application is being made on behalf of someone else.

The eligibility checker will capture relevant details to quickly assess the strength of a claim.Questions can be tailored, added or omitted according to Welsh policy requirements.

The eligibility checker will capture relevant details to quickly assess the strength of a claim.Questions can be tailored, added or omitted according to Welsh policy requirements.

Responses can have ‘scores’ attributed to them in order to provide a consistent and measurable assessment of each claim.

The response to questions can also trigger ‘signposting’ for other relevant services or advice. E.g. referral to financial, medical or charitable organisations.

Applicants can move forwards and backwards through the application.

Responses can have ‘scores’ attributed to them in order to provide a consistent and measurable assessment of each claim.

The response to questions can also trigger ‘signposting’ for other relevant services or advice. E.g. referral to financial, medical or charitable organisations.

Applicants can move forwards and backwards through the application.

The eligibility checker will advise on the likely success of a claim and then ask what next step the applicant wishes to take.

The eligibility checker will advise on the likely success of a claim and then ask what next step the applicant wishes to take.

Applicants can change the font size

Applicants can change the font size

If the applicant wishes to continue with an online application, the person is taken through a step-by-step interview.

They are immediately given a tracking reference which they can use to save a partially completed application.

The ‘breadcrumbs’ at the top of the form show how far the application has progressed.

If the applicant wishes to continue with an online application, the person is taken through a step-by-step interview.

They are immediately given a tracking reference which they can use to save a partially completed application.

The ‘breadcrumbs’ at the top of the form show how far the application has progressed.

Sub Questions are posed on the basis of answers given. E.g. if the person says they are a tenant. Details are gathered about their landlord.

At any time, the person can save their response and return at a later date using their tracking reference.

Sub Questions are posed on the basis of answers given. E.g. if the person says they are a tenant. Details are gathered about their landlord.

At any time, the person can save their response and return at a later date using their tracking reference.

Where relevant, the online interview captures information about the person and their household members.

Where relevant, the online interview captures information about the person and their household members.

The online interview captures information about the person and their financial details.

The online interview captures information about the person and their financial details.

Good use is made of pick lists in order to ensure consistency. These can be maintained in order to add, amend or delete items.

Details are tied back to the relevant household members.

Good use is made of pick lists in order to ensure consistency. These can be maintained in order to add, amend or delete items.

Details are tied back to the relevant household members.

Details are captured about the reason for the application.

Details are captured about the reason for the application.

The interview will then ask for further details on each reason for an application.

The interview will then ask for further details on each reason for an application.

In all cases, the wording of the questions and associated text can be tailored by the Welsh Government.

In all cases, the wording of the questions and associated text can be tailored by the Welsh Government.

Bank details and other details are then requested.

The applicant is asked to confirm contact details provided earlier.

Bank details and other details are then requested.

The applicant is asked to confirm contact details provided earlier.

They are finally asked to confirm their application and that they understand the use that will be made of the data provided.

The declaration will be worded according to if it is a first person or third person application.

When all of the above is completed, the application can be submitted.

They are finally asked to confirm their application and that they understand the use that will be made of the data provided.

The declaration will be worded according to if it is a first person or third person application.

When all of the above is completed, the application can be submitted.

Confirmation of the application is given. The full application and/or confirmation can then be printed.

The person can then track the progress of their application to fulfilment.

Confirmation of the application is given. The full application and/or confirmation can then be printed.

The person can then track the progress of their application to fulfilment.

The submitted details are then securely fed through to the Northgate back office application for assessment, decision and fulfilment.

Further validation of the authenticity of the claim will be made by referral to DWP data.

The submitted details are then securely fed through to the Northgate back office application for assessment, decision and fulfilment.

Further validation of the authenticity of the claim will be made by referral to DWP data.

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Partner Network

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Partner choice to access and signpost to DAF when they know it is appropriate

Ongoing feedback from partners shapes the future of the fund

Briefing packs and training material in an e-learning programme

Communication and engagement in partnership with Welsh Government

Partner Network

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Business Centres and Governance

Processing centres in Wrexham and Wynyard Contact team ‘Discretionary Assistance Fund Unit’ Accessible via online, post, telephone in dual language Governance through Executive and Operational Boards Active engagement with partner networks Regular updates and online seminars Ongoing programme with all stakeholders Grant Fund as part of holistic service

Next Steps

Register your interest to be a partner by requesting and returning a partner registration form at: LWPqueries@northgate-is.com

Webex training sessions to be held in March – will last about 1 hour and will explain eligibility criteria and process

Send questions through to: LWPqueries@northgate-is.com

Weekly FAQ updates will be provided to all registered partners

Ongoing feedback will shape future delivery