Social Fund – Approved
Partner
Training Manual
Name:
Approved Partner Code:
Contact Details for
Staffordshire Local Crisis
Support Team:
Telephone: 0300 111 8008
Fax: 01785 276026
Minicom: 01785 276207
Email: [email protected]
Training Manual: Contents
Section 1 – Social Fund
-
Overview
Section 2 – Policy & Eligibility Criteria
-
Overview
Supporting Proof
Section 3 – Online Tool
-
Overview
Signing in
Section 4 – Understanding Benefits
-
Overview
Section 7 – Other Organisations/Support
-
Overview
Section 8 – Case Studies
-
Overview
Section 1: Overview
Staffordshire County Council Crisis Support Scheme
Telephone: 0300 111 8008
Fax: 01785 276026
Minicom: 01785 276207
Email: [email protected]
The Staffordshire Local Crisis Support Scheme will assist people in Staffordshire,
who are in crisis/exceptional need, to address immediate hardship where they are
unable to access other types of support.
What constitutes a crisis?
Because of a disaster/crisis you do not have enough money to meet the immediate
needs of your family for items other than day to day expenses
A disaster includes:






Effect of major fire, flood, explosion, chemical leak
No access to essential items (food, goods and clothing) due to unforeseen
circumstances
The imminent risk of homelessness deemed to be unintentional
A deterioration in health
The imminent risk of children being taken into care
Domestic abuse, neglect and harm
People who will be eligible to apply to the fund will be those who are:






Aged 16 or over
On a low income and without access to sufficient funds to meet their needs
And who are:
Ordinarily resident in Staffordshire
OR leaving residential or institutional care to live in Staffordshire
OR in need of help to live independently in Staffordshire Leaving care and
have a referral from a professional support worker (i.e. a social worker,
probation officer etc.)
Require support to stay in the community and have a referral from a
professional support worker (i.e. a social worker, probation officer etc.)
Have demonstrated they are without immediate resource to meet the basic
needs of themselves and / or their dependents. Basic needs are defined as
food, water, shelter, clothing, sanitation, education and healthcare.
Have demonstrated that they have tried to access other more appropriate
discretionary funds or benefits
Examples of what a disaster does not include:





Small fire in one room
Leak from washing machine
Minor mishaps or damage/failure of a household item
Lost or spent money
Not being able to access savings or other capital
What else will be taken into account?
We will also take into account whether the urgent need can be met by other sources
or the possibility that some other person or body may wholly or partly meet the need.
We will consider each application on a case-by-case basis. Goods and services will
be supplied at the Council’s discretion and applicants do not have an automatic right
to receive support.
Why can someone apply only twice?
Each applicant will be restricted to no more than two applications within a rolling
twelve-month period commencing from the date their last application was received.
The scheme is intended to help manage crisis and emergency situations, which if
occurring regularly is likely to mean that there is some underlying issue that needs to
be addressed. The County Council will aim to direct people to the right organisation
or place that can address this issue.
The County Council is also committed to helping people become as independent as
possible and will direct people to charities and organisations that can help and help
with planning for the future.
Exemptions may be granted for people with an urgent need, that if unaddressed, will
pose a substantial risk to their health and safety. In this situation we may ask that
person to attend a face-to-face interview.
Types of support available through this scheme?
Cash loans will not be given. If the applicant is assessed as needing help, they will
receive mainly second hand or recycled goods or services direct from a local
organisation (see section 3).
Goods available:
 White Goods; Electric Cooker, Fridge Freezer, Freezer
 Furniture; Bed, Wardrobes, Table & Chairs, Settee
 Clothes; Voucher is provided i.e. George voucher
 Food; Individual or Family sized packages. Food will last approx. 3 days
 Kitchen starter pack; to enable cooking/eating/clean up to take place – knife,
fork, spoon and dinner and side plate, bowl, cup or mug per person, 2
saucepans, tin opener, kitchen spoon, vegetable knife, kitchen towel or tea
towel, scourer and washing up bowl and brush.
 Bedding and curtains starter pack; bottom sheet, top sheet or duvet, duvet
cover, 2 pillows and pillowcases, 2 window curtains at approx. sizes if
specified. Sleeping bags are sometimes preferred by clients and can be
supplied.
 Large starter pack; to set someone up in a one bed fla`t and to include a
cooker (2 ring, 4 ring or microwave), bed, settee, table and chairs, wardrobe,
plus the above 2 small packs.
 Fuel; Gas, Electric, Coal, Wood & Calor Gas
Fuel is dependent upon the time of year and the size of the property. Please
see the grids below for confirmation of potential award:
Fuel for 7 days Spring/Summer (01/04 – 30/09)
Occupying
Total amount payable for gas &/or Electricity
1 Living Room; 1 Bedroom
£23.00
1 Living Room; 2 Bedroom
£28.00
1 Living Room; 3+ Bedroom
£35.00
Fuel for 7 days Autumn/Winter (01/10 – 31/03)
Occupying
Total amount payable for gas &/or Electricity
1 Living Room; 1 Bedroom
£35.00
1 Living Room; 2 Bedroom
£40.00
1 Living Room; 3+ Bedroom
£45.00
Coal, Wood & Calor Gas
50kg Pre-packed Coal
£30.00
1 bag Wood Kiln dried/seasoned
£20.00
12kg Calor Refill
£27.00
15kg Calor Refill
£33.00
Section 2: Policy & Eligibility Criteria
When making an application on behalf of a customer for support through the Crisis
Support Scheme we have to ensure that basic details are captured:

Name

Address

Contact Number

NI number

Date of Birth
This information is gathered through the online application tool; however we also
need you to supply the applicant’s marital status. Please provide this information in
the notes section. This enables the team to verify the applicant’s details with the
DWP.
Gather information about their circumstances and what they are applying for, this will
need to be fully documented on the application, in the notes section. Consider the
following and ask the customer:

Tell me about the circumstances that have led to you seeking support…

Are you currently claiming a benefit? If so, what is this, how often to you
receive it and when did you last collect it?

If the customer’s benefits have stopped, is there a reason for this? Is this due
to the customer’s error? Has the customer resolved the issue? If resolved,
when will the payments commence again?

If the applicant has spent their money, what did they spend it on? How much
do they have left?

When applying for fuel, how much do they have in their meters at the
moment?
If the customer’s circumstances clearly do not meet the eligibility criteria please
signpost to the most appropriate organisation (see section’s 5-6).
If the customer’s circumstances indicate they may be eligible for support through the
Crisis Support Scheme please proceed with completing an application online.
Once the application has been completed the Northgate system will confirm if the
applicant may be eligible or not.
If the system confirms the applicant is ineligible please signpost to other
organisations that may be able to meet the customer’s needs (see section’s 5-6).
Appeals Process
If the applicant is unhappy with the outcome of an application they can appeal. The
first stage is for the appeal to be considered by the Customer Service Team Leader
Emily Doorbar who will take ownership of the case from this point.
Section 2: Supporting Proof
When applying for support, the Local Crisis Support team is required to verify each
applicant’s circumstances. In most cases this will mean that we will use the
applicant’s details to contact the DWP and we will then verify the information we
have been provided with.
Other proof that we may ask for, but is not limited to:
Prison Leaver:
 Verbal/letter of confirmation from a probation worker/officer
 Release Notification slip
Domestic Violence:
 Verbal/letter of confirmation from a Domestic Violence Support worker
 Verbal/letter of confirmation from a Social Worker
Stolen Money:
 Crime reference number – must be reported to the police
 Bank Statement to support that the applicant has no funds
 Confirmation from a support worker that is working with the applicant that they
do not have access to funds
Leaving residential care/assisted living:
 Confirmation from the support worker/social worker
 Confirmation from the hospital discharge team
Physical Disasters:
 Confirmation from the fire investigation officer/police/support worker
Homeless:
 Verbal/letter to confirmation that the applicant is on the homelessness register
with their local authority
As an approved provider you may act as an advocate and confirm that you have
seen the proof required. This means that we will not ask for the proof to be sent in to
the team. When completing an application on behalf of a client – please ensure that
you add notes to the application stating any documents you have seen.
Section 3: Online Tool
Customer’s and providers are able to check their eligibility, and apply, online. This is
done at the following website:
http://www.staffordshire.gov.uk/health/care/benefits/Local-Crisis-SupportScheme.aspx
You will need to click on the link “check your eligibility or apply online” to start the
process. The first screen will look like this:
Check Eligibility; this will assess the customer’s initial circumstances and will tell
you/the applicant if they may qualify for further support
Make an Application; if an eligibility check has not been completed, this will force
you to complete an eligibility check first
Return to a partially completed application; you will need to enter the reference
number for the previous application
Track the progress of an application; you will need to enter the reference number
for the previous application
Once an online application has been completed the details will be sent over to the
Social Fund team. We aim to get back to each applicant with 2 hours.
When the team call the applicant back – we will need to confirm with the customer if
they were eligible and if not, what other support is available.
Section 3: Signing In
Once you have selected either “check your eligibility” or “apply online” you will see
the screen below:
As an approved partner please select the box “Approved Partner” and then select
your organisation from the drop down list.
You will be required to enter your organisation code.
This will then take you through the application as normal.
Section 4: Understanding of Benefits
Benefit Sanctions / Hardship Payment
If a person is claiming benefits they have a responsibility to ensure they attend Job
Centre appointments and provide the necessary information the DWP require to
keep their benefit in payment. If this is not adhered to the claimant can be sanctioned
(benefits stopped). If you receive a call from a customer who is applying for Crisis
Support because they have had their benefit sanctioned then we can provide a 1 off
food parcel to last 3 days (once you have confirmed with DWP) they then must also
be referred back to the Job Centre (0845 604 3719) to discuss with an advisor what
they are required to do to get their benefit back into payment. If they are
experiencing hardship during this time they may apply for a Hardship payment
through the DWP. If awarded, this is paid at a reduced rate of the benefit the
customer is entitled to.
New Claims / Change of Circumstances / Short Term Benefit Advance
When a person makes a new claim to benefit they will not get paid straight away due
to claims being processed and checks being made. If a person has made a new
claim for benefits or had a change in circumstances and there is a delay with their
payment they can apply for a Short Term Benefit Advance through the DWP if they
are experiencing hardship during this time. For the customer to be considered for
this there has to be a likelihood the claim will go into payment. In these
circumstances please refer the customer to the Job Centre (0845 604 3719).
Note - The DWP may inappropriately refer people to Crisis Support Scheme in these
circumstances however you must advise customer’s they need to liaise with the
DWP in these circumstances as it is unlikely they will be eligible through our scheme.
Budgeting Loans
Part of the eligibility criteria for the Staffordshire Crisis Support Scheme requires the
applicant to have applied for a Budgeting Loan first if they are eligible for this and
their circumstances indicate this option should be explored first (see section 2).
Budgeting Loans are provided by DWP and are to help pay for essential things like
rent, furniture, clothes or hire purchase debts. The smallest amount you can borrow
is £100.
Budgeting Loans are interest-free and the applicant normally has to repay the loan
within 104 weeks.
You can apply for a Budgeting Loan if you’ve been getting income-related benefits
for at least 26 weeks.
How much you can get depends on if you:





are single
have children
can pay the loan back
have any savings over £1,000 (or £2,000 if you or your partner are over 60)
already owe money to DWP
You can’t owe the DWP more than £1,500 at one time.
Eligibility
To qualify for a Budgeting Loan you or your partner must have been getting one of
these benefits for at least 26 weeks:




Income Support
Income-based Jobseeker’s Allowance
Income-related Employment and Support Allowance
Pension Credit
Budgeting Loans can pay for:









rent
furniture or household equipment
clothing or footwear
removal expenses when you move home
travelling expenses
things to help you look for or start work
improving, maintaining or securing your home
maternity or funeral expenses
repaying hire purchase or other debts you took out to pay for any of the above
Customers must apply for this through the Job Centre (0845 604 3719).
Section 5: Other Organisations / Support
Staffordshire Crisis Support Scheme isn’t solely about providing goods to people in
crisis but also to signpost customer’s who’s circumstances do not meet our criteria to
an organisation who can meet their needs. Our focus is on offering customer’s
preventative support rather than reacting to the immediate needs.
There have been many changes recently to the Welfare Benefits System, Crisis
Loans were abolished on the 1st April 2013 which resulted in Local Authorities setting
up their own schemes.
Rather than closing the door on customer’s who are not eligible for support through
our scheme, gather information about their circumstances, reasons they are
experiencing hardship and provide information about organisations that may be able
to meet the customer’s needs.
Staffordshire Cares website has been transformed and now provides a wealth of
information and organisations available to support people in need. Please use this
website as a tool to signpost customers to the right support services.
http://www.staffordshirecares.info/Homepage.aspx
Citizens Advice Bureau
The Citizens Advice service offers practical, up-to-date information and advice on a
wide range of topics, including:









Debt
Benefits
Housing
Legal
Discrimination
Employment
Immigration
Consumer
and other problems
Please
refer
to
http://www.staffordshirecares.info/pages/my-money/moneymatters/citizens-advice-bureau-map.aspx to find details of local CAB offices.
Food Banks
There are many local food banks to help people in a time of hardship when they
have no funds to buy food. The Trussell’s Trust is the largest organisation providing
food banks across the country. Please refer to their website to find details of
customer’s nearest food bank http://www.trusselltrust.org/. To receive a food parcel
customers must obtain a food voucher from a professional; Citizen’s Advice Bureau,
Doctor, Social Worker, Teacher etc...
There are some local food banks set up by religious organisations, voluntary
organisations and communities who don’t require people to obtain a food voucher
from a professional to receive a food parcel. Please refer to Staffordshire Cares
Purple Pages for details of community food banks.
http://www.staffordshirecarespurplepages.info/
Keeping Warm – Managing heating bills on a low income
The Staffordshire Cares website provides a wide range of information on keeping
warm on a low income and schemes and services available to help people afford
winter fuel costs.
Please refer to http://www.staffordshirecares.info/pages/my-home/keeping-warmcool/keeping-warm-cool.aspx for more information.
No funds to pay for gas and electricity – please refer customers in the first
instance to speak with their gas and electricity provider as they may be able to
provide emergency gas and electricity in the interim. The customer will be required to
pay this back at a later date.
For a preventative solution please refer customers to the Home Heat Helpline.
They are a national organisation set up to give advice to people who are struggling
to pay for gas and electric. They also provide customers with information about
schemes available.
Please quote “You may be entitled to help with your energy bills, please call the
Home Heat Helpline now on 0800 33 66 99 to find out how to save money. There’s
lots of help available including grants for insulation and new boilers, discounts and
rebates and other schemes to help you keep warm.”
Domestic Violence
Customers may ring the Crisis Support Scheme if they have been a victim of
Domestic Violence and require goods to re-settle them in a new home.
Circumstances have to be confirmed with a professional (see section 4), if an
applicant in these circumstances are not receiving any support please refer to
Staffordshire Cares Purple Pages for local Domestic Violence support agencies
http://www.staffordshirecarespurplepages.info/
Furniture & White Goods
Customers may require furniture and white goods due to a house move however
their circumstances do not meet our criteria. There are many local organisations that
provide second hand goods at a low cost to people on low incomes. Please refer to
Staffordshire Cares Purple Pages for local Furniture re-use organisations
http://www.staffordshirecarespurplepages.info/
Social Services
If a customer discloses information about their circumstances which you feel raises
concerns about the safety of a child or young person or you are worried that a child
is living in circumstances where they are treated badly and not cared for properly
then you must contact the First Response Service on 0800 1313 126.
To report concerns about a vulnerable adult at risk of abuse please contact Adult
Protection Referral Team on 0845 604 2719.
DWP Department for Work and Pensions / Job Centre
The DWP / Job Centres are responsible for Benefits. For advice about benefit claims
and entitlement the customer will need to speak to their local Job Centre by calling
0845 604 3719. Please see section 5 for further information on benefits and
circumstances customers may call us for.
Section 6: Case Studies
Examples of Eligible Circumstances
CP currently in rehab in Birmingham following an accident on New Year’s Eve, has
been in rehab for 11 months being treated for Alcoholism. Prior to admittance to
treatment, CP lived on a barge which has since sunk and CP was not insured.
CP due to be released from treatment and requires all white goods and essential
items. CP has not been in receipt of benefits whilst he has been in rehab therefore
he is not eligible for a Budgeting Loan. Circumstances confirmed by Support Worker.
SJ is claiming for essential household items due to damage. SJ fleeing a domestic
violence home and currently under Arch. Household items has been damaged by her
partner during a violent situation. Circumstances confirmed by Support Worker. Due
to the urgency of sourcing these items a Budgeting Loan would be inappropriate.
GB has been in supported accommodation for two years and now moving into how
property. GB was previously homeless for 2 years prior to this, she has a 3 year old
and is currently pregnant. GB received a £700.00 budgeting loan and has bought
most essential items however still needs a single bed and a cooker. Application
approved and circumstances have been confirmed with her Support Worker.
SB released from prison in September after being in prison for 10 years. SB is
applying for clothing. Application approved as no other funds to obtain clothes due to
being in prison for so long. Circumstances confirmed with her Probation Officer.
Examples of Ineligible Circumstances
IR has been living abroad and moved back to England approx. 1 month ago. Has
used savings to set up home but only has £200 left. IR is in need of a few household
essential items. Has started a new job but is not eligible for benefits due to length of
residency. Circumstances are not unforeseen and so would not be considered
eligible.
ID looking for a bed due to incontinency, he hasn’t explored budgeting loan options
as doesn’t want a loan and would prefer a grant. Advised criteria requires there to be
a crisis, so if a loan was refused, this would be then considered a crisis. Until then
we would not be able to approve the application.
LG fled domestic violence and now living with a friend. LG and friend are now
moving to a new property that is un-furnished. LG has sought help from the police in
getting essential household items and not able to do this without going to court.
Monthly income is £880.00 and in receipt of benefits. Application refused due to
affordable monthly income, able to apply for a budgeting loan and costs for items
would need to be split and therefore affordable. LG is going to apply for a budgeting
loan.