PIP - can’t claim by phone - DWP response

The following response received from DWP to 2 questions:

1) If a claimant cannot use the phone / textphone how can they make a PIP claim (given that the only option, even to request a paper claim form, is to call the PIP claim line) given that the claimants consent must be given at the outset to continue the claim call by a third party - the examples given were a claimant who is deaf and does not use a text phone because their only effective language is BSL, and a claimant with a severe mental health condition who simply refused to engage in even a brief telephone conversation with DWP.

2) How will DWP define and identify ‘vulnerability’ in practice.

Reply:

There are two options :

Make sure the claimant is with you. Have everything ready to hand (see the checklist in fact sheet   or the leaflet). At one point during the call the claimant will be asked to give confirmation.  For most this will be through a discussion with the claimant but where this is not possible we will ask them to confirm their claim and consent using the hash key. We will built up the identity verification at subsequent stages of the claim. We will look at what help might be needed as we progress through the claims stage and if necessary will use DWP Visiting for face to face support.

A paper version of the phone call can be used. This is explained in the PIP leaflet. This means a longer processing time for the claimant so where you can encourage the adviser (or family member) to be with the claimant when the call is made.

On your related question - we do not define vulnerability. This is quite deliberate. Our experience of vulnerability is that it is impossible to define. If we look at the social model of disability people respond in different ways to the same disability or medical condition. A very basic example is the difference between those who have had, say, a sight loss from birth versus those with an acquired sight loss later in life. Apart from the condition there are psychological responses that may bring about different responses. We also know that vulnerability varies with time and personal circumstances. Someone who has a just been discharged from hospital and is only beginning to manage medication regimes or a new condition may be at a different level of vulnerability from someone who is now settled into a routine of medication and management of their condition. Also vulnerability may exist but is mitigated by the level of support around the individual. Those who lack mental capacity are likely to have a deputy etc. (And if you find yourself adding to, qualifying or challenging any of these examples then you’ll understand why it is so difficult to define). Finally, our experience of lists of vulnerability is that they tend, whether intended or not, to be treated as checklists. People will be offered support they don’t need and, more worryingly, those who do need help might be missed. Instead what we want partners and telephony staff to do is think about the individual. Can they manage the process ? What level of support is available or required? how do we provide this ? Having said that there are obvious trigger points like mental health and learning disabilities. Where these triggers arise we still need to think about the individuals needs throughout the whole process.

In terms of sensory loss - have a look at the Tools section of the PIP Toolkit. There are easy read formats, links to BSL presentations on You Tube and information about other alternative formats.