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There are three Social Fund bulletins which were issued on this subject in 2002/2003 - below is the pertinent extract from SF bulletin 09/02 - the full version runs to nine pages - this also carries an advice line number - 01253 334943 - note that it states that Interim payments have to be considered before a Crisis Loan - the use of such loans instead of interim payments is a misuse of crisis loan system.
We have had the same problem here, but after some very helpful intervention above, the SF Manager for Norfolk is now looking at the whole picture...we shall see.....
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Mandatory requirements
10. Whilst not laid down in legislation, there are other mandatory requirements as laid down in the Social Fund Guidance and Procedures CCG and CL Guide.
Although Jobcentre Plus advocates the greater use of telephones, customers must not be compelled to provide the details to populate an application for a loan by telephone. They must always be offered the option of a face-to-face interview.
Appointments for face to face interviews should, wherever practicable, be on the day of initial contact as crisis loan applications should, where possible, be dealt with on the day of need. This is reflected in the social fund target that all applications for crisis loans should be decided on the day of receipt. If it is not possible for the customers to get to the Jobcentre Plus office before it closes, an appointment should be made for the next day.
Customers can choose not to pursue applications at any stage but they must never be prevented or deterred from making applications should they wish to do so, nor refused a formal written decision having submitted a valid application. This means that, when giving likely negative decisions by telephone or when the customer calls in to the office to request a crisis loan, it is stressed that the customer always has the right to make a formal application.
Where the application form is populated by telephone, advise the customer of any further information or evidence required, so that this can be provided at the face to face interview. If, at the interview, the customer signs the application form but does not produce the required evidence, a decision is made based on the completed application and any other evidence already held. Do not ask for further evidence if it is unlikely that the application will succeed.
Valid applications, including those which do not contain all the information required for a decision to be made, must be input to the system within one working day of receipt.
All crisis loan decisions should be made at EO (or equivalent) grade.
It has been agreed with the Union that all social fund crisis loan decisions will be delivered in a screened environment.
If the customer does not wish to continue with a valid application a signed statement should be obtained to that effect.
Guidelines
11. The delivery of crisis loans within Jobcentre Plus means an increased use of the telephone. This section details good practice that can be adapted to fit local circumstances.
12. Increased use of the telephone particularly at the first contact stage should enable waiting times to be minimised and customer service improved by, for example:
Encouraging customers to make first contact by telephone in order to avoid customers calling into the office unnecessarily or without an appointment.
Ensuring Contact Centre staff have sufficient knowledge to be able to give customers correct advice about crisis loans (for example where the request may be for an excluded item).
Ensuring Contact Centre staff are able to identify the possible need for a crisis loan for alignment at the earliest opportunity in order that the Financial Assessor (FA) will be aware prior to the interview.
Scheduling Personal Adviser (PA) interviews so that urgent appointments where the customer is in urgent need, can be made for the same day to avoid the customer arriving in the office without an appointment.
Connecting any warm phone in the office to the Social Fund section so that applications (other than for alignment) can be taken.
Making specific appointments for customers to attend the office where this is necessary following initial telephone contact.
13. The official application form is designed to ensure that all the relevant information is captured. Where a stencil is developed to facilitate the taking of applications by telephone the stencil must contain all the relevant questions.
14. Additionally customer service will be improved by, as far as possible reducing the number of hand-offs between different members of staff. Again, this will be dependent on local circumstances, for example:
Where the customer calls into the office and requests an interview, arranging for the person qualified to make the decision to conduct the interview.
Arranging for access to the SF terminal at the interview, so that all the relevant evidence can be accessed and a decision made without leaving the customer waiting.
Consider multi-skilling the Financial Assessor (FA) or giving sufficient training so that the FA is able to advise and help the customer to complete the application form if required.
15. The impact of new processes on the quality of decision making should always be fully assessed. For example, staff should not be required to give an immediate indication of the likely decision on telephone applications if they do not have easy access to clerical or system information which would enable them to make that decision properly.
16. Claims to IS and JSA should be processed promptly and efficiently, with priority being given to customers in the most urgent financial need. An interim payment must always be considered before a crisis loan. Crisis loans must never be paid to cover needs caused by administrative delays in the payment of weekly benefits (interim payments should be considered in such circumstances).
Interim Payments
17. Before a crisis loan is considered, every other avenue, including the possibility of an interim payment, must be explored.
18. Interim payments are payments on account of a particular benefit to which it appears to the Secretary of State that a person is or may be entitled. A Nominated Officer/team leader for the relevant benefit makes the decision about interim payments on behalf of the Secretary of State.
19. Although interim payments are discretionary, they cannot be paid if the application does not satisfy any of the conditions of entitlement. Interim payments are normally only paid for a maximum of a few weeks and the amount of the interim payment is recovered from the first award of the relevant benefit. Interim payments are recoverable if the person is subsequently found not to be entitled to the benefit claimed.
20. An interim payment should be considered if (1):
a claim has been made, but entitlement cannot be determined immediately, e.g. further information is needed which cannot be obtained immediately
an award of benefit has been made but cannot be paid immediately, e.g. national or local emergencies which prevent claims being handled normally
a claim has not been made, or has been made but not in the correct manner, and it is impracticable for a proper claim to be made immediately, or
an appeal has been lodged against the decision and the nominated officer/team leader is of the opinion that some benefit is payable
1. Social Security (Payments on Account, Overpayments and Recovery) Regulations 1988, reg 2(1)
21. An interim payment must always be considered before a crisis loan.
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Below is an extract from SF bulletin 16/03 concening availablity of the Crisis loan forms.....
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SF Bull 16/03 12.9.03 Extract
Availability of SF application forms
1.8 The SF Commissioner, head of the Independent Review Service (IRS), raised particular concerns with
Ministers and senior DWP officials about customers and their representatives being unable to obtain
SF application forms from local offices. The Commissioner has received Ministerial assurance that the
Department will address this issue.
1.9 Local offices and the DWP Internet website are the only outlets for SF application forms so staff
must make forms freely available to customers, their representatives and outside organisations. This
is in line with the Department’s policy on stationery provision i.e. offices are obliged on request to
provide (up to 50) forms.
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