Jobcentre Plus Process Walkthrough Straightforward Case Supported by CMS R2

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Jobcentre Plus Process WalkthroughStraightforwar
d CaseSupported by CMS R2
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meet Hana
Process Storyboard New Claims
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Hana is 25 and has 2 young children. Her partner
walked out on her very recently and she needs to
claim benefit for the first time. Until last
week, she was a full time beauty therapist and
her partners family cared for the children.
Hana goes to her local Citizens Advice Bureau for
help. They advise her to phone Jobcentre Plus
and give her the Contact Centre number.
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Hana telephones the contact centre from home and
is greeted by an interactive voice response
system.

• She hears three options
• For employers wanting to fill jobs
• For customers searching for vacancies
• For making new claims
• Hana selects option 3 and is put through to
  Steve a First Contact Officer in the Contact
  Centre

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Steve - the First Contact Officers role during
the Inbound call is to
OVERVIEW OF FCO ROLE

• Act as a first point of contact,
• Redirect non-Jobcentre Plus customers as
  appropriate,
• Advise customers of Jobcentre Plus work-focused
  services and
• work-focused benefit conditionality,
• Identify the most appropriate benefit(s) and
  CSA interest,
• Identify 16/17 year old customers and take the
  appropriate action,
• Identify if rapid reclaim is appropriate,
• Gather labour market information to inform the
  Work Focused Interview and ensure that all IT
  and clerical customer records are created and
  updated as appropriate e.g. LMS marker set and
  the reason for waiver/deferral is recorded.

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Steve interviews Hana using CMS scripted
questions. Steve
CMS LMS

• confirms Hanas reason for calling Jobcentre Plus
• establishes Hanas identity
• records her personal, work and family information
• decides a jobsearch is inappropriate at this
  stage
• From the information Hana has provided CMS
  establishes that Hana is eligible to claim Income
  Support and there is CSA interest

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• Steve explains that Hana will be phoned back for
  a longer interview and arranges this for a
  convenient time later that day. He reminds her of
  the information she needs to have with her for
  this call
• All call backs must be done within 24 hours
  and for vulnerable customers, within 4 hours,eg
  recently bereaved or those under the threat of
  eviction

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At the pre-arranged time Hana is called at home
by Sandra, a colleague of Steves. Sandra is
also a First Contact Officer
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At the Outbound call First Contact Officer must
MUST DOs

• actively promote the work-focused services of
  Jobcentre Plus
• explain that a Work Focus Interview is a
  compulsory condition of benefit entitlement
• explain the purpose of the Work Focused Interview
• discuss any current job search activity
• decide if Work Focused Interview should be
  appropriately waived/deferred
• book a Work Focused Interview to take place
  within 4 working days of First Contact if not
  waived or deferred
• identify gateway interventions
• allocate a Personal Adviser able to deal with a
  customers particular needs - e.g. Lone Parent or
  IB customer
• do a job search for all customers who are
  job-ready and undertake a submission if there is
  a suitable vacancy.

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Using CMS electronic scripts and clerical
desk-aids Sandra interviews Hana
and gathers full benefit and
work-related information, including information
required by the CSA and for HB/CTB and recording
it on CMS.
CMS LMS ABS

Using new diary functionality, Sandra books Hana
an appointment with a Personal Adviser who
specialises in lone parents at her local JCP
Office. She gives Hana her appointment time and
explains that she will see a member of the
Customer Services Team before her PA interview.
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CMS

• Using CMS prompts, Sandra confirms the evidence
  Hana must take to her interview to support her
  claim.
• Hana will also receive
• a list of evidence she is required to bring to
  her interview in her appointment letter and
• her customer statement to check and sign.

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Documents Produced at Contact Centre ...

• Sent to Customer
• customer statement
• appointment letter
• evidence list
• covering letter
• DWP questionnaire
• LA questionnaire
• Waived/deferred letter
• Secondary benefits
• covering letter and
• claim pack

• Sent to JCP Office
• Form CMS1
• JCP7 (for GI referrals)

These are the standard documents. Other scenarios
may require additional forms.
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At JCP Office.
LMS

• The PA Manager sees Hanas appointment on LMS and
  liases with the FA Manager to book in FA and FAM
  interviews (for CSA Good Cause) before and after
  the PA slot
• FA Admin receives first 2 pages of Hanas form
  CMS1 by fax and passes to the relevant Financial
  Assessor, Oliver.

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Two days later
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Hana arrives at her local JCP Office and is
greeted at the entrance by Alisha, the
Floorwalker.
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Alisha is a Floorwalker. Her role is to

• Provide general advice to customers
• Signpost customers to correct areas/person
• Possibly manage reception staff
• Ensure publicity displays/leaflets are current
  and available
• Record and provide stats where appropriate
• Handle simple enquiries, e.g. NTC

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Alisha directs Hana (possibly via reception) over
to Oliver for her FA interview
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The role of the Financial Assessor is to
MUST DOs

• explain that the benefit claim is dependent on
  satisfactory participation of a Work Focused
  Interview
• thoroughly check - the benefit claims for content
  and completeness,
• - customer statement against benefit
  claims
• raising and resolving queries with customers
  while they are present, updating CMS as
  required,and producing a revised statement,where
  necessary, for customer to sign
• gather all evidence and verification to reduce
  opportunities for fraud and error
• answer customers' queries about benefits so that
  these will not be
• carried forward into the Work Focused
  Interview
• advise the customer of the status of their claim
  before they leave the office and tell them of any
  further evidence needed before the claim can be
  processed
• alert PA if it appears that a Work Focused
  Interview might not be
• appropriate.
• make the claim transferable to benefit processing

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To make the customers claim transferable Oliver
will

• Prior to the Interview
• Preview the case using CMS, form CMS1, FA
  desk-aid, and FCO desk-aids and CES as
  appropriate
• At the interview
• Perform an identity check
• Ensure customers understand and comply with
  conditions attached to benefit claim
• Check statement/ claim forms for completeness
• Advise on secondary benefit claims
• Record details of verification provided on CMS,
  taking copies where appropriate
• Inform customer of evidence still outstanding and
  issue form JCP5
• Make and issue defective claim decision if
  appropriate
• Deal with receipt of valuables
• Identify and where appropriate refer for Gateway
  interventions

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Oliver conducts a 3-way interview
using CMS. Oliver
CMS

• Checks Hanas identity
• Confirms her customer statement and records it as
  completed on CMS
• Checks and copies the evidence verification to
  support Hanas claim and records it on CMS
• Explains how she will be paid

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Unfortunately Hana has forgotten her P45





and wage
slips.

• Oliver explains that she will need to send the
  evidence to him before her claim can be
  processed.
• Oliver provides Hana with a
• pre-paid S.A.E. to send her
• documents in.

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Oliver gives Hana a contact number for any
benefit related enquiries
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At the end of the interview, Oliver introduces
Hana to Will for her Personal Adviser
interview.
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Will is a Personal Adviser. His
role is to

• Conduct work focused interviews for Jobcentre
  Plus customers
• Conduct New Deal interviews (optional for most
  PAs)
• Identify, and help customers to overcome, any
  barriers to employment, referring them to
  training or support where appropriate

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To Deliver the Work-Focused Service the Personal
Adviser must
MUST DOs

• Be trained to deal with customers circumstances
  (e.g. incapacity)
• Consider if a waiver/deferral is appropriate
• Conduct the WFI at a convenient location if
  customer cannot get to office
• Explain the purpose of the WFI and the
  requirement to participate
• Discuss current job search activity
• Undertake job search for those ready for work and
  make a submission if a suitable vacancy is found
• Focus on an IB customers residual capacity, not
  incapacity and be prepared to challenge
  assumptions
• Have a meaningful and substantive discussion
  about work options and prospects based on an
  assessment of skills, experience, qualifications,
  barriers and responsibilities

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Continued
MUST DOs

• Actively promote in-work benefits and Tax Credits
  and other advantages of work for customer and
  family
• Carry out better off calculations, using known
  figures or hypothetical examples
• Actively promote and encourage customers to take
  up New Deals and other help to prepare for work
  and refer to specialist provision debt
  counselling, etc
• Encourage customers to develop a Customer Action
  Plan or Jobseekers Agreement, setting out steps
  to prepare for work
• Tell customer about mandatory trigger interviews
  and set workflows or reminders on LMS
• Offer continuing contact with customer and
  encourage further voluntary meetings to discuss
  work options
• Record conditionality details in CMS
• Advise FA whether customer has participated in
  WFI

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During the Work Focused Interview, Will
CMS LMS

• Asks Hana about her work goals, skills and
  experience
• Explains what NDLP can offer her
• Updates LMS with appropriate markers
• Conducts a better-off calculation and explains
  how New Tax Credits can help
• Offers Hana ongoing support through caseloading
• Will then updates LMS with work-focussed
  information.

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Hana leaves the office with a clear idea of

• What information she must send to the Financial
  Assessor
• Who to contact for both work or benefit-related
  queries
• Where to go for help finding work
• What kind of help is available

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Behind the scenes.
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To make the customers claim transferable Oliver
will as a Financial Assessor

• After the interview
• Set up and manage BF run cases awaiting
  verification
• Record verification on CMS when received
• Complete EBC action as appropriate
• Select appropriate transfer action
• Clerical transfer of defective claims when time
  limit is reached
• Carry out rework following CMS Checker action

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Once Hanas missing verification arrives in the
post, Oliver

• Inputs details of the verification to CMS
• Decides that the claim is now transferable to
  ISCS
• Triggers automatic transfer on CMS
• Passes all paperwork to the FA admin team

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This is Sukh, he is a member of the FA Admin Team
which--

• views manage transfer for messages, warnings
  and errors screen daily
• notes which cases have transferred partially or
  not at all
• produces (full or partial) input docs, error or
  warning message reports and form CMS1
• collates all forms previously noted with DWP
  questionnaire into a bundle
• Sends clerical transfer bundle to relevant
  processing section
• Output documentation for LA ieCMS1LA and LA
  questionnaire are sent to relevant LA
• Actions overdue transfer acknowledgment slips
• Sets cases for deletion

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At the Jobcentre Plus Site

• FA admin gather all of Hanas paperwork together
• They ensure the CMS Checker has the opportunity
  to select the case for the VAT2000 evidence check
• The transfer of Hanas information to ISCS is
  successful
• FA Admin send the input documents (1 short
  document for IS/ CS and a full input document for
  HB/ CTB) and the forms CMS1 and CMS2 to the
  appropriate processing sections
• The customer statement and evidence copies are
  sent for local storage

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At the Benefit Processing Site.

• Jenny, a Benefit Processor, receives Hanas input
  document , form CMS1 and DWP questionnaire

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At the Benefit Processing Site.

• In Hanas case there has been a full transfer of
  information from CMS to legacy
• Using the input document, Jenny determines that
  no additional DMA or conditionality action is
  required on Hanas case
• Jenny inputs the necessary LO decision into
  legacy to instigate payment

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At the Job Centre Plus site.

• The confirmation slip is returned to FA Admin who
  acknowledges receipt and sets date for the
  deletion of the CMS record

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