HBCTB and the ESA Customer Account Management System

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HB/CTB and the ESA Customer Account Management
System
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Domestics

• Breaks Lunch
• Evacuation Procedures
• Toilets

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Objective

• To provide an overview of the ESA CAM process
  and to highlight its impact on Local Authorities
  administration of Housing and Council Tax Benefit

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Agenda

• Introduction to ESA
• The ESA Claim Process (using CAM)
• The LA Claim Information (LACI) document
• Jobcentre Plus Liaison
• Summary and Close

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An Overview of Employment and Support Allowance
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Session Outline

• Overview
• Information gathered via CAM
• Key benefits
• Builds on established single gather principles

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Overview

• ESA aims work for those who can, improved
  support for those who cant
• Replaces Incapacity Benefit (including those with
  an Income Support element) , Severe Disablement
  Allowance Linking
• Carried out over the telephone
• User/system questioning more detail later

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Information Gathered

• All HB/CTB information
• Regardless of the sub type of ESA claimed
• e.g. capital and income where ESA(C) claimed,
  rent details for private tenants
• Based on HCTB1/CMS
• Not changes of circumstance/rapid reclaim

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Key Benefits

• Builds on established principles e.g.
• information is gathered once for a number of
  benefits
• information is shared between processing sections
• more accurate information
• ESA (C) ETDs
• Electronic transfer (hard copy contingency)

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The ESA CAM Claim Process
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Session Outline

• Walk through of the process
• Gathering information
• Scripts and Associated Paperwork
• Benefit Delivery Centre activity
• Key Messages

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Single Call Conducted by Customer Service Agent
(CSA)
Customer Statement produced , this contains
details of all information given, blanks for
unanswered questions and details of evidence
required
Customer rings Contact Centre (0800 no.)
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Customer checks statement , provides evidence
Single Call Conducted by Customer Service Agent
(CSA)
Customer Statement produced , this contains
details of all information given, blanks for
unanswered questions and details of evidence
required
Customer rings Contact Centre (0800 no.)
Claim Assigned to BDC
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Customer checks statement , provides evidence
Single Call Conducted by Customer Service Agent
(CSA)
Customer Statement produced , this contains
details of all information given, blanks for
unanswered questions and details of evidence
required
Customer rings Contact Centre (0800 no.)
Claim Assigned to BDC
Processing Action
Missing evidence information returned to BDC
Claim transfer to processing section. At the
point of closure LACI produced
LACI document received by LA
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Customer checks statement , provides evidence
Single Call Conducted by Customer Service Agent
(CSA)
Customer Statement produced , this contains
details of all information given, blanks for
unanswered questions and details of evidence
required
Customer rings Contact Centre (0800 no.)
Customer completes questionnaire
Medical Questionnaire issued with reply
envelope
Claim Assigned to BDC
ATOS Healthcare
Processing Action
Missing evidence information returned to BDC
Work Capability Assessment
Claim transfer to processing section. At the
point of closure LACI produced
LACI document received by LA
Customer allocated to support or work group
ETD generated (CIS updated) for any HB/CTB
adjustment required
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Claim Process Gather

• Customer Service Agent (CSA) led
• Security questions
• Series of screen worked through with questions to
  gather details for ESA benefit claims
• Responses input onto CAM
• ESA answers populated across to HB screens
• HB/CTB only information gathered separately
• Limited mandatory questions

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Claim Process Questions

• Questioning is intelligent
• On-line support including
• page sensitive help
• procedures
• hyperlinks to rules and regulations

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Claim Process Outputs

• Customer Statement produced
• Claim package sent to customer
• covering letter
• Customer Statement which includes
• details of evidence needed primary claims only
• details of acceptable evidence
• required information
• Special Rules

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Claim Process BDC Action

• Checks customer provided evidence against that
  outstanding
• On CAM
• enters answers now provided
• amends any details
• enters details of evidence for the primary
  claim(s)
• BDC requests ATOS perform a Work Capability
  Assessment
• ATOS issues Medical Questionnaire (ATOS
  Healthcare Action)

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Claim Process Outcomes 1

• Evidence Complete
• prepares the claim for transfer, when all
  information/evidence supplied for primary
  claim(s)
• Payment automated via JSAPs
• transfer to LA is in electronic form - Local
  Authority Customer Information (LACI)

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Claim Process Outcomes 2

• Evidence Incomplete
• advises the customer what further information is
  required
• OR interim award made
• One calendar month after initial date of claim
  will make a decision on award based on available
  evidence
• transfer to LA is in electronic form - Local
  Authority Claim Information (LACI)

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Claim Process Recording

• Calls at both Contact Centre and Benefit
  Delivery Centre are recorded.
• Customer must agree to declaration to make ESA
  claim.
• Retention of recording as per current standards
• Exceptional request for the recording via current
  request procedures for ESA
• Sent on CD via recorded courier

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Key Messages

• New and repeat claims for ESA (replacing IB
  unless linked)
• full information gather for HB/CTB
• regardless of primary benefit claimed
• Jobcentre Plus will verify evidence for primary
  claims only
• HB/CTB claim details sent to LA
• via an LA Claim Information form
• when information and evidence received for
  primary benefits
• All calls are recorded and stored

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Related Areas
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Session Outline

• Evidence Checks
• Date of claim
• Performance Indicators

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Evidence

• Customer has to provide evidence for the primary
  benefit claim(s)
• LACI shows the evidence supplied by the customer
  relevant to HB/CTB
• Should be used for LA verification purposes

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Date of Claim HB/CTB

• No changes resulting from the introduction of CAM

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Performance Indicators

• Clock starts from the date the LACI is received
  in the LAs designated office
• If, unusually, a clerical claim is also received
  the clock starts from the date the earliest claim
  was received in the LAs designated office

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The CAM process for ESA

• Any Questions?

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Local Authority Claim Information (LACI)
Jackie Daly Housing Benefit Strategy Division
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Session Outline (1)

• LACI Overview
• LACI Content General
• LACI Content Specific
• Additional information

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Session Outline (2)

• Guidance and Future Plans
• CAM Screen Examples
• Workshop Example
• Scenarios

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LACI Overview

• the HB/CTB claim information will be sent
  directly to the Local Authority (LA) on a Local
  Authority Claim Information (LACI) document
• the LACI will be populated with relevant
  information provided by the customer
• a copy of the LACI will be available, if required

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LACI Content - General

• The LACI will include
• specific information for the HB/CTB claim
• date of first contact
• permission to disclose to landlord
• details of information verified/not verified

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LACI Content Specific (1)

• Handout 1
• Blank LACI

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LACI Content Specific (2)

• Other People Who Live with Customer
• Hospital
• Other Benefits
• Other Benefits (cont)
• Employment

• ESA Claim Type
• About Customer
• Partner Details
• About Partner
• Dependants

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LACI Content Specific (3)

• Education Training
• Abroad
• Non State Pension
• Savings Investments
• Other Property

• Other Income
• Housing Details
• Care Home
• Previous HB/CTB
• Method of Payment

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LACI Content - Specific (4)

• only information specific to the customer will be
  included on the LACI
• the LACI will show multiple sets of data if
  applicable

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LACI Content - Specific (5)

• the LACI does not have a notes field
• the LACI will not show ethnicity details

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Additional Information (1)

• ESA Release 1.2 - some additional information
• customers with a requested name in addition to
  their real name
• Landlord and Landlord Agent details - First
  Name and Last Name fields

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Additional Information (2)

• CTB only claims - blank Property Details data
  and the associated Rooms in Customer Building
  paragraphs

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Additional Information (3)

• Unanswered Questions
• - if fields, that are applicable to the claim,
  have not been completed on the ESA CAM, blank
  paragraphs will appear on the LACI
• any blank paragraphs, where the information is
  required, will need to be investigated further by
  the LAs

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Guidance and Future Plans

• full details will be included in the ESA Guidance
  for Local Authorities
• we will be looking to include enhancements and
  fixes in future ESA releases

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CAM Screen Examples

• Handout 2
• Example Screen Shots and Applets

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CAM Screen Examples
Screen Shots
Applets
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CAM Screen Examples (2)
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Workshop Example

• Handout 3
• Workshop Example

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Workshop Example Jack Jones

• Workshop Example
• Customer rents from Private
• Customer does not have any additional
  Communication needs
• Customer does not have a Personal Acting Body
  (PAB) or Corporate Other Payee (COP)
• Customer's claim type is Contributory and Income
  Related
• Customer wants to claim both HB and CTB
• Customer has a partner
• Customer has one dependant
• Customer has one other person living with them
• Customer is in receipt of War Widows Pension
• Customer is employed
• Partner is in education/training
• Customer and Partner have lived or worked abroad
• Customer and Partner have non state pension
  details
• Customer has Savings and Investments Partner
  has National Savings certs
• Customer and Partner have other property
• Customer has Other Income details
• Customer rent includes meals, electricity,
  heating, water authority charges

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Scenarios

• Handout 4
• Scenarios

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Scenario 1 Edward Hall

• Scenario 1
• What benefit does the customer want to claim?
• Who does the customer rent from?
• What is the customers name(s)?
• Does the customer have any additional
  communication needs?
• Does the customer have a Personal Acting Body
  (PAB) or Corporate Other Payee (COP)?
• What is the customers ESA claim type?
• Does the customer have a partner?
• Does the customer have any other people living in
  the household? If so, how many?
• Is the customer taking care of someone?
• Is the customer in receipt of any other benefit?
  If so, what?
• Is the customer employed?
• Is the partner employed?

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Scenario 1 Edward Hall- HB and CTB- ESA (C)
only

• Scenario 1
• Customer is interested in claiming both HB and
  CTB
• The customer rents from Housing Association
• Customer has real name Edward Hall and
  requested name Carl Major
• Customer does not have any additional
  Communication needs
• Customer does not have any Personal Acting Body
  (PAB) or Corporate Other Payee (COP)
• Customer's claim type is Contributory only
• Customer has a partner
• Customer has other people (non-dependants - 2)
  living in the household
• Customer is taking care of someone
• Customer is in receipt of Carers Allowance
• Customer is unemployed
• Partner is employed

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Scenario 2 Ian Duggan

• Scenario 2
• What benefit does the customer want to claim?
• Who does the customer rent from?
• Does the customer have any additional
  communication needs?
• Does the customer have a Personal Acting Body
  (PAB) or Corporate Other Payee (COP)?
• What is the customers ESA claim type?
• Does the customer have a partner?
• Does the customer have any dependants? If so, how
  many?
• Does the customer have any other people living in
  the household? If so, how many?
• Is the customer and/or partner employed? If so,
  how many jobs?
• Does the customer have any pension income?
• Does the customer and partner have savings and
  investments? What?
• Does the customer and partner have any other
  income?

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Scenario 2 Ian Duggan- CTB only- ESA (C IR)

• Scenario 2
• Customer in interested in claiming CTB only
• Customer rents from Local Authority
• Customer does not have any additional
  communication needs
• Customer has no Personal Acting Body (PAB) or
  Corporate Other Payee (COP)
• Customer's claim type is Contributory and Income
  Related
• Customer has a partner
• Customer has a dependant
• Customer has another person (non-dependant)
  living in the household
• Customer is employed. The customer has 3 jobs
• Partner is employed. The partner has two jobs
• Customer has Pension Income details
• Customer and partner have savings and investments
• Customer has Shares, Unit Trust and NSC SI
• Partner has other incomes of type Credit Company

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Implementation, Liaison and Good Practice

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Session outline

• To explain how CAM will be implemented in
  Jobcentre Plus
• To highlight the possible impacts of CAM in your
  LA.
• To highlight liaison links that should be
  developed/maintained.

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Implementation - national overview

• CAM successfully implemented on 27th October 2008
• First processing site in Teesside
• All ESA Contact Centres CAM Enabled
• National implementation from May 2009
• Rollout scheduled to be completed in late summer
  2009

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Implementation Planning

• Key message
• Instigate communications with Jobcentre Plus
  early... and often
• Local liaison is critical to develop more
  detailed approach
• Seven areas identified
• Jobcentre Plus liaison Organisational
  Procedures
• Staff deployment and job roles Procedural
  guidance
• Staff training Evaluation
• Communications (external and internal)

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Lessons learned

• Make contact with your associated Benefit
  Delivery Centre manager as early as possible,
  persevere to get an effective level of liaison.
• Need to train a range of staff about the whole
  process. Develop operational level contacts
• Need to monitor progress (performance, timings
  and quality) regularly and review procedures
  feeding back to Jobcentre Plus
• Will inevitably be some teething troubles

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Key messages

• Full gather of HB/CTB details for ESA cases will
  be undertaken via the CAM system
• CAM is being implemented at Benefit Delivery
  Centres associated with your LA in the near
  future.
• HBSD is producing general and practical guidance
  to deal with the new process
• The effective transition to using CAM outputs can
  only be achieved by clear and regular liaison
  with Jobcentre Plus counterparts

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Further Information

• Website
• www.dwp.gov.uk/housingbenefit/claims-processing/w
  orking-with-dwp/esa.asp
• Electronic version of Operational (Interim) LA
  Guidance
• Copies of the workshop slides
• Sample LACIs and scenarios for training
• FAQs
• Policy Guidance
• HBSDMP.WWEG_at_DWP.GSI.GOV.UK
• Evaluation

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Close

• Feedback sheet completion
• Thank you for your attendance and participation