Extract from Work Coach guidance (Jobcentres)
Call to Action
Work Coaches (WCs) should have explained to all claimants in All Work Related
Requirements (AWRR) conditionality regime between full service go-live and the
date transfers will begin that the claimant and partner, if they have one, will soon be
asked to switch to the new online service.
Jobcentres are responsible for Calling to Action:
single claimants who are in the AWRR conditionality regime
joint claimants where at least one member of the couple is in the AWRR
conditionality regime. (Where the partner of the claimant is not seen in the
Jobcentre, the claimants can only be called to action after the UC491
(orientation letter) has been issued to the partner)
Single claimants are issued with a UC492. Joint claimants are both issued with a
UC500 on the same day.
To prepare the UC492 / UC500’s, the WC should:
1. Access the database.
2. Update the ‘Date Call To Action Issued’ field within the ‘Transfer Activity’ tab of
the database with today’s date (this automatically populates the 14 day BF
date on the ‘Non-Compliance’ tab on the database).
3. Select the ‘Generate Letter’ button and completes all relevant fields.
At the planned appointment, WCs should:
1. Explain to the claimant the need to transfer their claim to the FS and highlight
the advantages which include:
having access to a new online account,
being able to view their claim,
being able to check their payments or report changes in their
circumstances at any time.
2. Tell the claimant that in order to switch their claim to the FS, to make sure they
their own email address
a bank or building society account in your name (or your partners
name if you have a joint claim)
access to a computer, smartphone or tablet
3. Tell the claimant that when they create their new online account they must
‘Yes’ to the question “Are you already getting Universal Credit?” and
‘Yes’ to the question “Have you received a letter asking you to switch
to this new service?” (see below)
For claimants with a partner, WCs should take the following additional step:
Explain to the claimant they must claim as a couple. Only one member of the couple
must start the online application and include their partner’s details. A linking code will
be sent to the claimants email address. Their partner must then complete the rest of
the application using this partner code within 7 days of the claimant receiving it.
4. Inform the claimant that they will be checking that they have undertaken the
tasks specified above at the claimant’s next appointment with the WC.
5. Consider booking the claimants next appointment a week earlier to encourage
the claimant to make their online claim within the 14 day time limit to transfer
their claim to FS.
6. Inform the claimant that if they don’t switch by the 14th day from today, their
Universal Credit may be suspended and their claim may be closed.
7. By questioning the claimant or checking relevant systems, identify if the
claimant has complex needs and arrange any additional support if required,
arranging JC assistance
arranging UCDS Assist or
confirming that the claimant will complete at home independently
8. Note Work Services Platform (WSP) in all cases with the actions agreed.
9. Hand the letter to the claimant and, in the case of a joint claim post (if not
seeing the partner on the same day) the letter to the partner.
10. Open and completes a UC7 Live Service Knowledge Management, noting “No
11. Attach a copy of the letter(s) to the UC7, and send by courier to the Mail
Opening Unit (MOU) to upload to Document Repository System (DRS).
12. The following note must be copied and pasted into CAMLite contact history:
“Transfer case from live to full service - call to action letter issued”.
Extract from end-to-end guidance (Service Centres)
Call to Action
How to ‘Call to Action’ suitable claimants
Single claimants are issued with a UC492 or, where the claimant has a partner, both
claimants are issued with a UC500.
Where the claimant is suitable for a UC492 / UC500, this is issued:
on the first day of their assessment period, as soon as the ‘Considerations
before being able to be called to action’ are complete when the claimant is
NWRR, WFI or Work Prep or both members of a joint claim are NWRR, WFI
or Work Prep
after a suspension has been lifted and entitlement to Universal Credit has
after a temporary absence has ended
the day following the issue of orientation letter
after a ‘Change of Circumstances’ policy exception has been identified and
the claimant has not yet been called to action and there is sufficient time in
the current AP
To issue the UC492 / UC500, the CM:
4. Update the ‘Pre transfer activity’ tab of the database by selecting ‘Service
centre postal’ from the dropdown in the ‘Transfer Type’ field
5. Updates the ‘Date Call To Action Issued’ field within the ‘Transfer Activity’ tab
of the database with today’s date. This automatically populates the 14-day
BF date on the ‘Non-Compliance’ tab on the database.
6. Selects the ‘Generate Letter’ button and completes all relevant fields …
7. Posts the letter to the claimant(s).
8. Uploads the letter(s) to the Document Repository System (DRS)
9. Copies and pastes the following note into CAMLite contact history: “Transfer
case from live to full service – call to action letter issued”.
Considering suspension of the Live Service claim at
14 day BF
Action to take to suspend the Live Service, where claimants have not completed all
the actions required of them.
The claimant and/or their partner having failed to complete any of the following,
could now have their LS claim suspended:
create a FS online account, and declare their FS claim.
book and attend an appointment and to verify their identity
provide all the evidence to support their identity
If the LS claim has been suspended for any other reason other than the transfers’
process, do not send the UC495 / UC503 until the current suspension is resolved.
Instead CMs should set a BF in the ‘CM Notes and BF’ tab of the transfers’ database
for the end of the suspension.
When the BF matures, if the claim is terminated, note the ‘Pre-transfer’ tab of the
transfer database with today’s date in the ‘Terminated not nil due to earnings’ field.
If the suspension has been lifted, then consider if the suspension due to non-
compliance is appropriate.
Where the claimant has booked an IEI but this is after the point at which suspension
action would normally be taken, no suspension action should be taken at this time.
For each claimant requiring their claim to be suspended, the CM:
1. Updates the ‘Non-Compliance’ tab of the transfer database with the ‘Date
Suspension Letter Issued and Account Suspended’ field with today’s date.
This auto populates the 32 day BF field.
2. Selects the ‘Generate Letter’ button and completes all relevant fields.
3. Posts the letter to the claimant(s). For data security reasons, it is not
appropriate to issue this letter by email.
4. Uploads the letter(s) to the Document Repository System (DRS)
5. Updates CAMLite contact history by copying and pasting the following note
“Transfer case from live to full service – No further payments to be made on
Live Service, claim suspended as claimant failed to comply with transfer
6. Suspends the claimants Universal Credit LS claim using suspension reason
‘Transfer – Non-compliance’ and suppresses notifications.