hb ctb and the esa customer account management system
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HB/CTB and the ESA Customer Account Management System. Domestics. Breaks & Lunch Evacuation Procedures Toilets . 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’. Agenda .

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domestics
Domestics
  • Breaks & Lunch
  • Evacuation Procedures
  • Toilets
objective
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’

agenda
Agenda
  • Introduction to ESA
  • The ESA Claim Process (using CAM)
  • The LA Claim Information (LACI) document
  • Jobcentre Plus Liaison
  • Summary and Close
session outline
Session Outline
  • Overview
  • Information gathered via CAM
  • Key benefits
  • Builds on established single gather principles
overview
Overview
  • ESA aims – ‘work for those who can, improved support for those who can’t’
  • 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
information gathered
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
key benefits
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)
session outline1
Session Outline
  • Walk through of the process
  • Gathering information
  • Scripts and Associated Paperwork
  • Benefit Delivery Centre activity
  • Key Messages
slide12

Customer rings Contact Centre

(0800 no.)

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

slide13

Customer checks statement , provides evidence

Customer rings Contact Centre

(0800 no.)

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

Claim Assigned to BDC

slide14

Customer checks statement , provides evidence

Customer rings Contact Centre

(0800 no.)

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

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

slide15

Customer checks statement , provides evidence

Customer rings Contact Centre

(0800 no.)

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

Medical

Questionnaire

issued with reply

envelope

Customer completes questionnaire

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

claim process gather
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
claim process questions
Claim Process – Questions
  • Questioning is ‘intelligent’
  • On-line support including
    • page sensitive help
    • procedures
    • hyperlinks to rules and regulations
claim process outputs
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
claim process bdc action
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)
claim process outcomes 1
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)
claim process outcomes 2
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)
claim process recording
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
key messages
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
session outline2
Session Outline
  • Evidence Checks
  • Date of claim
  • Performance Indicators
evidence
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
date of claim hb ctb
Date of Claim – HB/CTB
  • No changes resulting from the introduction of CAM
performance indicators
Performance Indicators
  • Clock starts from the date the LACI is received in the LA’s designated office
  • If, unusually, a clerical claim is also received the clock starts from the date the earliest claim was received in the LA’s designated office
local authority claim information laci
Local Authority Claim Information (LACI)

Jackie Daly

Housing Benefit Strategy Division

session outline 1
Session Outline (1)
  • LACI Overview
  • LACI Content – General
  • LACI Content – Specific
  • Additional information
slide32

Session Outline (2)

  • Guidance and Future Plans
  • CAM Screen Examples
  • Workshop Example
  • Scenarios
laci overview
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
laci content general
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
laci content specific 2
ESA Claim Type

About Customer

Partner Details

About Partner

Dependants

LACI Content – Specific (2)
  • Other People Who Live with Customer
  • Hospital
  • Other Benefits
  • Other Benefits (cont)
  • Employment
slide37

LACI Content – Specific (3)

  • Other Income
  • Housing Details
  • Care Home
  • Previous HB/CTB
  • Method of Payment
  • Education & Training
  • Abroad
  • Non State Pension
  • Savings & Investments
  • Other Property
laci content specific 4
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
slide39

LACI Content - Specific (5)

  • the LACI does not have a “notes” field
  • the LACI will not show ethnicity details
additional information 1
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
slide41

Additional Information (2)

  • CTB only claims - blank “Property Details” data and the associated “Rooms in Customer Building” paragraphs
slide42

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
guidance and future plans
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
cam screen examples
CAM Screen Examples

Handout 2

Example Screen Shots and Applets

cam screen examples1
CAM Screen Examples

Screen Shots

Applets

workshop example
Workshop Example

Handout 3

Workshop Example

workshop example jack jones
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
scenarios
Scenarios

Handout 4

Scenarios

scenario 1 edward hall
Scenario 1 – Edward Hall

Scenario 1

  • What benefit does the customer want to claim?
  • Who does the customer rent from?
  • What is the customer’s 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 customer’s 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?
scenario 1 edward hall hb and ctb esa c only
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 Carer’s Allowance
  • Customer is unemployed
  • Partner is employed
scenario 2 ian duggan
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 customer’s 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?
scenario 2 ian duggan ctb only esa c ir
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 S&I
  • Partner has other incomes of type Credit Company
session outline3
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.
implementation national overview
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
implementation planning
ImplementationPlanning
  • 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)

lessons learned
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
key messages1
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
further information
Further Information

Website :

www.dwp.gov.uk/housingbenefit/claims-processing/working-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
  • [email protected]
  • Evaluation
close
Close
  • Feedback sheet completion
  • Thank you for your attendance and participation