WS017 Topic 07
– Capturing
information on
WSP &
producing the
Claimant
Commitment
Facilitator Led Brief
v12.3
link to page 2 link to page 4 link to page 5 link to page 5 link to page 5 link to page 6 link to page 9 link to page 10 link to page 13 link to page 17 link to page 21 link to page 23 link to page 25 link to page 32 link to page 33 link to page 36 link to page 37 link to page 38 link to page 39 link to page 44 link to page 44 link to page 46 link to page 50 link to page 51 link to page 53 link to page 54 link to page 55
WS017 – Initial Work Search Interview
Contents
Contents ......................................................................................................... 2
Important Information: ................................................................................... 4
Topic 07 – Capturing Information on WSP and producing the Claimant
Commitment .................................................................................................. 5
Aims ............................................................................................................. 5
Objectives ..................................................................................................... 6
Claimant Commitment Hub ........................................................................... 9
Benefits of the Claimant Commitment ......................................................... 10
Exceptional Circumstances ........................................................................ 13
Claimant Commitment posted out ............................................................... 17
Simulation – Capturing Information - WSP Action ....................................... 21
Simulation – Create Claimant Commitment ................................................ 23
Accepting the Claimant Commitment .......................................................... 25
Switch Off due to Domestic Violence .......................................................... 32
Switch off due to Drug and Alcohol Dependency ........................................ 33
Switching Off Work Related Requirements – child in considerable distress 36
Identifying a child in considerable distress .................................................. 37
Evidence ..................................................................................................... 38
WSP action ................................................................................................. 39
Updating Universal Credit ........................................................................... 44
Verifying the Claimants ID .......................................................................... 44
Claimant does not Accept Claimant Commitment ....................................... 46
Second Opinion .......................................................................................... 50
Second Opinion Interview ........................................................................... 51
Action during the Cooling Off Period ........................................................... 53
Simulation – Cooling Off Period Ended ....................................................... 54
Topic Summary ........................................................................................... 55
WS017
September 2017
v12.3
Page 2 of 55
WS017 – Initial Work Search Interview
Topic
Topic title
Duration
Topic 07
Capturing information on WSP & producing the
60 minutes
Claimant Commitment
Total duration of Topic 06
60 minutes
WS017
September 2017
v12.3
Page 3 of 55
WS017 – Initial Work Search Interview
Important Information:
Please note that not all job roles are required to
eto
N
complete every topic within this module.
The next page has full details of which topics are
required by each Job Role.
The Universal Credit Learning Journey has a full list of
all the learning modules required for each Job Role and
the order in which they should be delivered/completed.
This can be viewed on the LDO Support Site.
Job Role
Learning Required
Duration
Work Coach
Work Services Manager
Topic 07
60 minutes
System & Process Support
WS017
September 2017
v12.3
Page 4 of 55
WS017 – Initial Work Search Interview
Topic 07 – Capturing Information
on WSP and producing the
Claimant Commitment
t
ni
Show Slide 01 – Capturing Information on WSP and
o
Pr
e
w
o
Producing the Claimant Commitment
P
t
ni
Show Slide 02 – Topic Aims and Objectives
o
Pr
e
w
o
P
Aims
The aim of this topic is to explain how to capture information
on WSP and produce a Claimant Commitment.
WS017
September 2017
v12.3
Page 5 of 55
WS017 – Initial Work Search Interview
Objectives
By the end of this topic, with the aid of any reference
material, you will be able to:
introduce the Claimant Commitment
explain when a Claimant Commitment is not required to
be signed
describe the action required when a Claimant
Commitment is posted to the claimant
state the action to take when a Claimant Commitment is
accepted
identify the action to take when switching off work
related requirements
state the action to take when a claimant has a Five
Working Day Calendar Cooling off period
state the action to take when the claimant requests a
Second opinion
WS017
September 2017
v12.3
Page 6 of 55
WS017 – Initial Work Search Interview
t
n
Show Slide 03 – Claimant Commitment
i
o
Pr
e
w
o
P
The Claimant Commitment is the output document produced
after the diagnosis and planning. You will capture information
from the interview in the appropriate screens on WSP. Some
of this information will populate the individually tailored
Claimant Commitment when it is produced.
Three variations of a Claimant Commitment for the AWRR
group can be produced on WSP:
Full Claimant Commitment
Claimant Commitment with limitations
Suspended Work Related Activities Claimant
Commitment
When the Claimant Commitment is produced you will go
through it with the claimant. This can be done at either the
preview stage (when the Claimant Commitment is on
screen) or after it has been printed.
WS017
September 2017
v12.3
Page 7 of 55
WS017 – Initial Work Search Interview
It is not necessary to go through the Claimant
et
Commitment line by line. However, the claimant must be
o
N
clear that failure to complete or undertake agreed
activities outlined on the Claimant Commitment will have
consequences and may lead to sanctions.
It is vital that the claimant understands the
consequences of non-compliance. This should be
discussed in some detail with the claimant and not just
referred to or pointed out.
The following are examples of Claimant Commitments that
can be created.
UC Claimant Commitment – Work Programme
UC Claimant Commitment – Work Prep
UC Claimant Commitment – Self Employed Start Up
UC Claimant Commitment – WFI only
WS017
September 2017
v12.3
Page 8 of 55
WS017 – Initial Work Search Interview
Claimant Commitment Hub
The Claimant Commitment Hub is a central information
source to help you in delivering a personalised Claimant
Commitment.
The Claimant Commitment Hub contains integral links to
About Universal Credit which allow you to quickly access the
overviews and steps needed to create the required Claimant
Commitment.
The Claimant Commitment Hub can be found in About
Universal Credit as follows:
e
Enter ‘Claimant Commitment Hub’ into search
c
n
er
efeR
et
o
N s
For use in the delivery of this topic you may find it useful
r
e
n
gis
e
D
to have a copy of a Claimant Commitment to hand.
A blank example of an AWRR Claimant Commitment can
be found in About Universal Credit as follows:
About Universal Credit >> Search >> Supporting
document(s) for Claimant Commitment >> AWRR –
Intensive WS
WS017
September 2017
v12.3
Page 9 of 55
WS017 – Initial Work Search Interview
Benefits of the Claimant Commitment
The benefits of the Claimant Commitment are that it:
focuses on what the claimant intends to do
captures key information in one place
enables regular steps and one off actions to be captured
in one place
captures the claimant’s skills and qualifications
sets out the consequences of non compliance
s
The Claimant Commitment mirrors the kind of output
document that people sign when they start work. In
exchange for undertaking certain activities, the
employee/claimant will receive a form of wage and other
services.
t
n
Show Slide 04 – About the Claimant Commitment
i
o
Pre
w
o
P
et
o
N s
Select enter to reveal information about the Claimant
r
e
n
gis
e
D
Commitment.
WS017
September 2017
v12.3
Page 10 of 55
WS017 – Initial Work Search Interview
t
n
Show Slide 05 – About the Claimant Commitment
i
o
Pr
e
w
o
P
The Claimant Commitment:
details the steps the claimant will follow in order to
receive Universal Credit. The AWRR Claimant
Commitment focuses on the actions the claimant will
take to increase their chances of finding work, more
work or better paid work and supporting the taking up of
work
should be a clear, short summary of the discussion that
occurs between the claimant and Work Coach in line
with legislation
will detail the Work Related Requirements to be carried
out by the claimant, normally for 35 hours per week,
based upon their capability and personal circumstances
will be updated to reflect any change of circumstances
or life events or when old requirements on the Claimant
Commitment expire or when work search is proving
ineffective
WS017
September 2017
v12.3
Page 11 of 55
WS017 – Initial Work Search Interview
t
n
Show Slide 06 – About the Claimant Commitment
i
o
Pr
e
w
o
P
When discussing the Claimant Commitment the Work Coach
must ensure the claimant understands the implications of
not complying with any part of the Claimant Commitment.
The Work Coach must explain that work related
requirements sanctions will apply if the claimant fails without
good reason to meet a requirement notified to them.
The Commitment Pack includes more information on the
length of sanctions.
The requirements placed on the claimant should be
reasonable and the Work Coach will work with them ensure
they are capable of meeting those requirements.
It is important therefore that the claimant is encouraged to
share all relevant information and encouraged to ask if they
are not clear about any of the requirements.
WS017
September 2017
v12.3
Page 12 of 55
WS017 – Initial Work Search Interview
t
n
Show Slide 07 – About the Claimant Commitment
i
o
Pr
e
w
o
P
Ensure the claimant understands:
they will normally be expected to look for work for 35
hours per week
their job will be to get paid work
they will only be paid if they can prove they are looking
for work
the longer they are unemployed the more flexible the
claimant will have to be in respect of job
type/hours/location and wage
Exceptional Circumstances
In exceptional circumstances a claimant may not be required
to accept their Claimant Commitment e.g. the claimant is
suddenly or unexpectedly incapacitated or where there is an
administrative crisis. Once the crisis is over, a claimant
commitment will need to be accepted.
Appointees will not be able to accept a Claimant
Commitment. If the claimant is physically unable to accept
then the requirement will be lifted.
WS017
September 2017
v12.3
Page 13 of 55
WS017 – Initial Work Search Interview
Where claimant lacks the capacity to accept a Claimant
Commitment the requirement to accept a Claimant
Commitment can be lifted.
Examples may include the:
person is undergoing medical treatment as an in-patient
in hospital
claimant or office has an exceptional domestic
emergency such as fire, flood
office the claimant would be required to attend to accept
the Claimant Commitment is closed and alternative
arrangements are not possible
WS017
September 2017
v12.3
Page 14 of 55
WS017 – Initial Work Search Interview
t
n
Show Slide 09 – Updating WSP – Acceptance not
i
o
Pre
w
required
o
P
To update WSP with acceptance not required:
select the relevant Claimant Commitment from the
Claimant Commitment field
select
Look up from the
Commitment status field in
the
Claimant Commitment details page
update Claimant Commitment status to
Acceptance
Not Required
select
Ok
select the date the Claimant Commitment was created
from the Calendar drop down list.
save and close
Create a WSP general note including the reasons why the
claimant is not able to accept their Claimant Commitment
and end/review date and if an on going work search
interview has been booked to create an accepted Claimant
Commitment.
WS017
September 2017
v12.3
Page 15 of 55
WS017 – Initial Work Search Interview
t
n
Show Slide 10 – CAMLite task
i
o
Pre
w
o
P
You will then create a CAMLite task to review the Claimant
Commitment status:
Task Type: generic clerical
Sub Type: Action required
SLA: 3 days
Start task by: (Date the exceptional circumstances are
due to end or a review date of no more than 6 months)
Clear Task by: This will automatically populate and
should not be amended
Notes: Review Claimant Commitment status –
exceptional circumstances may have ended. Claimant
previously not able to accept Claimant Commitment.
Contact the claimant to consider accepting existing or
create a new Claimant Commitment
WS017
September 2017
v12.3
Page 16 of 55
WS017 – Initial Work Search Interview
If the claim is a new claim navigate to the general menu and
select the
Verified dropdown and select
Yes.
The verified marker must be set to yes once the claimant’s
identity has been confirmed and the Claimant Commitment
accepted. Once the verification flag is set to yes WSP will
retrieve personal details from CIS each time the claimant
record is accessed in WSP.
Update Universal Credit Claim admin to show the claimant
has accepted the Claimant Commitment.
Claimant Commitment posted out
Although in an Initial Work Search Interview (WSI) you will
be face to face with the claimant you will also need to be
aware of the action to take to post out a Claimant
Commitment.
To post out a Claimant Commitment that has not been
accepted:
identify the claimant’s address from the general screen
in WSP
locate UC217 from About Universal Credit to inform the
claimant the consequences of not accepting the
Claimant Commitment, populating the UC217 with the
claimants details and post a copy to the claimant.
WS017
September 2017
v12.3
Page 17 of 55
WS017 – Initial Work Search Interview
Create a CAMLite task as follows:
Task Type: generic clerical
Sub Type: action required
SLA 3 days
Start task by: one calendar month after the Claimant
Commitment was issued
Clear task by: This will automatically populate and
should not be amended
If the claimant calls to accept the Claimant Commitment
update the Claimant Commitment status on WSP
If the claimant has not accepted the Claimant Commitment
by the maturity date take the required action as for Cooling
Off period expired
WS017
September 2017
v12.3
Page 18 of 55
WS017 – Initial Work Search Interview
et
o
N s
You will now walk through completing WSP to produce
r
e
n
gis
e
D
the Claimant Commitment.
t
n
Show Slide 11 – Work Services Platform (WSP) Action
i
o
Pr
e
w
o
P
The Claimant Record screen in WSP is populated with the
claimant’s details.
The screen contains 13 sections each populated with
specific information:
General
Claim
Personal
Contact Details
Child Information
Job Goals
Availability
Work Programme
Employment History
Intervention Regime
Appointment History
WS017
September 2017
v12.3
Page 19 of 55
WS017 – Initial Work Search Interview
Notes
Administration
Each of these sections in WSP is opened by selecting from
the list on the left hand side of the screen or from headings
within the screen itself.
Each screen is visited and populated from the
et
information gathered at the Initial WSI.
o
N
The following simulation will not visit each screen, but
when a screen is not visited the content will be
explained.
Ensure the learners are aware that when updating the
‘Availability’ screen in WSP they must click on save
before progressing. If they don’t the information will not
be retained. This only becomes apparent when the
Claimant Commitment is created.
The Claimant Commitment will remain at its previous
state meaning that at the Initial WSI the Claimant
Commitment remains as ‘all work suspended’ and if
printed wouldn’t hold any work search information.
WS017
September 2017
v12.3
Page 20 of 55
WS017 – Initial Work Search Interview
Simulation – Capturing Information - WSP
Action
t
ni
Show Slide 12 – Simulation – Capturing Information -
o
Pre
w
o
WSP Action
P
eto
To view the simulations please refer the learners to the
N
sren
gis
Universal Credit Simulations and Screenshot
e
D
Walkthroughs intranet page which is within the
Learners Support Site.
http://intralink/1/jcp/directorates/hr/learning/coursesand
products/dwp_t750753.asp
The learners should scroll down to WS017 Initial Work
Search Interview and select the See It, Try It or Know It
links for the ‘Capturing Information WSP’ simulation.
Note the information at the top of this intranet page
which describes how to use the hyperlinks.
Allow the learners 10 minutes to complete this
simulation.
WS017
September 2017
v12.3
Page 21 of 55
WS017 – Initial Work Search Interview
You have now populated sections of the Claimant Record
screen.
The next step is to populate the Claimant Commitment
related fields, view and print a Claimant Commitment and
record the Claimant Commitment Status as Accepted
The Claimant Commitment related screens are expanded
when selected from the Common menu on the left hand side
Claimant Record screen.
The simulation will also show you how to enter information
about:
basic skills screening
qualifications
challenges (e.g. Travel to Work Limitations – lack of
public transport)
WS017
September 2017
v12.3
Page 22 of 55
WS017 – Initial Work Search Interview
Simulation – Create Claimant Commitment
t
ni
Show Slide 13 – Create Claimant Commitment
o
Pre
w
o
P
eto
To view the simulations please refer the learners to the
N
sren
gis
Universal Credit Simulations and Screenshot
e
D
Walkthroughs intranet page which is within the
Learners Support Site.
http://intralink/1/jcp/directorates/hr/learning/coursesand
products/dwp_t750753.asp
The learners should scroll down to WS017 Initial Work
Search Interview and select the See It, Try It or Know It
links for the ‘Create Claimant Commitment’ simulation.
Note the information at the top of this intranet page
which describes how to use the hyperlinks.
Allow the learners 10 minutes to complete this
simulation
WS017
September 2017
v12.3
Page 23 of 55
WS017 – Initial Work Search Interview
It is important that the learners are aware that all
et
Claimant Commitments, with the exception of new style
o
N
JSA and ‘New style contribution-based Employment and
Support Allowance’ are available and should be
produced from WSP rather than clerically.
If a claimant requires a Claimant Commitment to be
produced in large font because they are visually
impaired, blank Claimant Commitment templates can be
accessed via the Claimant Commitment hub in About
Universal Credit.
If a Claimant Commitment template is to be completed
take the following action:
in WSP access the Claimant Commitment screen and
select deactivate if not already showing
determine the Claimant Commitment
note WSP with the type of non WSP Claimant
Commitment and the date created.
select the appropriate Claimant Commitment template
If the claimant has a visual impairment use the blank
Claimant Commitment (available in word) and edit as a word
document to allow the font size to be adjusted.
WS017
September 2017
v12.3
Page 24 of 55
WS017 – Initial Work Search Interview
Accepting the Claimant Commitment
The claimant is required to accept a Claimant Commitment
as a Condition of Entitlement for Universal Credit.
Explain to the claimant that in order to be eligible for
Universal Credit they must have accepted a Claimant
Commitment and be committed to undertake the agreed
steps detailed on the Claimant Commitment.
Without an accepted Claimant Commitment Universal Credit
will not be paid.
WS017
September 2017
v12.3
Page 25 of 55
WS017 – Initial Work Search Interview
t
n
Show Slide 14 – Accepting the Claimant Commitment
i
o
Pre
w
o
P
If the claimant does not want to accept their Claimant
Commitment inform them of the following so that they can
make an informed decision about the consequences:
the Claimant Commitment is a contract between DWP
and the claimant
it details joint responsibilities
it is a fundamental part of the claimant’s claim to
Universal Credit
it helps the claimant to either get paid work or increase
their earnings
claimants cannot receive Universal Credit if they do not
have a current agreed/signed Claimant Commitment
we will inform their partner (if they have one) that they
have not accepted a Claimant Commitment and that
neither will be entitled to Universal Credit if the claimant
does not accept a Claimant Commitment
WS017
September 2017
v12.3
Page 26 of 55
WS017 – Initial Work Search Interview
If a Claimant Commitment is not accepted ‘Claim Admin’
cannot be updated. Send a CAMLite task to an Account
Developer as follows:
Task Type: termination/suspension
Sub Type make decision on evidence
SLA: change 5 day to SLA to 1 hour to stop the risk of
overpayments
Start task by (Date the Work Coach created task)
Clear task by: This will automatically populate and
should not be amended.
Task notes - if the claimant cooling off period has expired
include ‘Universal Credit claim to be closed, cooling off
period ended (enter date), no contact from claimant’.
WS017
September 2017
v12.3
Page 27 of 55
WS017 – Initial Work Search Interview
et
o
N s
If the claimant commitment is upheld as reasonable, or
r
e
n
gis
e
D
the claimant commitment has been revised but not then
accepted at the Second Opinion Interview, then the Task
notes should read ‘Universal Credit claim to be closed,
claimant has not accepted CC following second opinion
interview’
For an on-going claim - payments will be stopped from
the beginning of the assessment period in which they
failed to accept their Claimant Commitment. They will
then have to claim again, and they will still have to
accept a Claimant Commitment.
If a claimant does not accept a Claimant Commitment
their Universal Credit will stop from the start of the
Current Universal Credit assessment.
If agreement cannot be reached on the Claimant
Commitment you will need to explain the Five Working day
Cooling off period and Second Opinion Interview.
The process of discussing and booking an appointment
eto
for a Second Opinion Interview is detailed later in this
N
topic. Following a cooling off period or a second
opinion, in which the claimant commitment has not
been accepted, the claim will be closed and the claimant
will need to make a further claim.
WS017
September 2017
v12.3
Page 28 of 55
WS017 – Initial Work Search Interview
t
n
Show Slide 15 – Switching Off Work Related
i
o
Pre
w
Requirements
o
P
There may be times when a claimant cannot meet their work
search and work availability requirements. Under Universal
Credit there is provision to temporarily switch off a claimant’s
work related requirements. This can be due to the claimant’s
personal circumstances or because they are providing
support to a child in considerable distress.
Examples of a temporary switch off include:
attending court or tribunal
bereavement
carrying out a public duty
domestic emergency
domestic violence
homelessness
WS017
September 2017
v12.3
Page 29 of 55
WS017 – Initial Work Search Interview
drug and alcohol dependency
jury service
taking part in part time education or training
temporary absence for medical treatment
temporary child care responsibilities
sickness
Record the reason for the suspension on WSP, amending
the start date, end date, review date.
If the claimant is in the AWRR Intensive Regime all Work
Search Reviews are suspended during the temporary
easement (switch off period).
If the claimant is in the AWRR Intensive Regime or Work
Preparation Regime all Work Search Interviews are
suspended or cancelled during the temporary easement.
Once the easement period has ended the claimant will
resume Work Search Reviews and Interviews will resume as
normal.
WS017
September 2017
v12.3
Page 30 of 55
WS017 – Initial Work Search Interview
The claimant’s availability will be amended to ‘No’ in WSP
and create a Claimant Commitment. As the claimant’s Work
Search and Work Preparation activities have been
temporarily eased, this process will identify if a claimant is
with a contracted provider. If they are you will need to notify
them if appropriate.
If the claimant has any sanctions and the date of failure
(from date) is after the date of change that led to the switch
off of requirements, sanctions will need to be reconsidered
due to the change of circumstances.
Switching off requirements will often be done by an
eto
Account Developer when a claimant rings to report the
N
change of circumstances.
WS017
September 2017
v12.3
Page 31 of 55
WS017 – Initial Work Search Interview
t
n
Show Slide 16 – Switch Off due to Domestic Violence
i
o
Pre
w
o
P
Switch Off due to Domestic Violence
If an agent identifies, or a claimant declares they have been
or are a victim of domestic violence the agent should not
discuss this with the claimant. If the claimant is currently
subject to work related requirements a Work Focused
Interview will need to be booked as soon as possible.
The purpose of this interview is to explain what assistance
can be given to the claimant and establish if they meet the
criteria for their work related requirements to be switched off.
WS017
September 2017
v12.3
Page 32 of 55
WS017 – Initial Work Search Interview
t
n
Show Slide 17 – Switch Off due to Drug and Alcohol
i
o
Pre
w
dependency
o
P
Switch off due to Drug and Alcohol
Dependency
It is DWP policy to support claimants with drug and/or
alcohol dependency to engage with structured treatment and
recovery services as part of an active way into work.
To provide claimants with the opportunity to focus on their
recovery during structured treatment their work search
requirements can be switched off for up to 6 months while
undergoing structured treatment.
An on-going Work Focused interview will be booked and a
task created to inform the Work Coach why an interview is
required.
If the claimant is attending structured treatment and has
already completed a Tailored Conditionality Referral Form
TCR2 (UC) S they will be asked to bring it to the interview.
If form TCR2 (UC) S hasn’t been completed it will be issued
to the claimant who will get their structured treatment
provider to complete parts 1-2 of the form. The claimant
should then bring it to the Work Focused interview.
WS017
September 2017
v12.3
Page 33 of 55
WS017 – Initial Work Search Interview
Part 4 must be completed by the claimant in front of the
Work Coach.
If the claimant has a drug and alcohol dependency, both
must be recorded separately on WSP.
During the period of tailored Conditionality, Work Search
requirements are switched off. Claimants with drug and/or
alcohol dependency will still continue to attend Work Search
Reviews and any Work Related Interviews.
As a Work Coach you will work with the structured treatment
provider to tailor these work related requirements so the
claimant can attend them. The Claimant Commitment is not
limited.
t
n
Show Slide 18 –Criteria
i
o
Pr
e
w
o
P
The criteria for switching off work search requirements are:
work Search requirements have not been switched off
due to drug and /or alcohol abuse and a tailored
conditionality period applied in the last 12 months
confirmation by return of a fully completed Tailored
Conditionality Referral form TCR2 (UC) S that they are
receiving structured treatment
WS017
September 2017
v12.3
Page 34 of 55
WS017 – Initial Work Search Interview
Inform the claimant that they will need to remain in treatment
otherwise their Work Search Requirements will be switched
back on, and their Work Search Requirements will
automatically be switched back on 6 months from the start
date of the treatment.
Update WSP with any follow up action. This includes:
agreeing monthly review dates with the structured
treatment provider
calculating the end date of the switch off and tailored
conditionality (always 6 months from the date treatment
started)
sending the completed Tailored Conditionality Referral
form TCR2 (UC) S to the Mail Opening Unit (MOU) for
scanning into DRS marked ‘No CAMLite action’
updating WSP general with any information not already
captured
e
Further information on switching off requirements due
c
n
er
efe
to drug and alcohol dependency can be found by
R
entering ‘Switching Off Requirements Drug & Alcohol
dependency’ into search in About Universal Credit.
The Tailored Conditionality Referral form TCR2 (UC) S
can be found under ‘Supporting document(s) for sick
and disabled claimants.
WS017
September 2017
v12.3
Page 35 of 55
WS017 – Initial Work Search Interview
Switching Off Work Related Requirements –
child in considerable distress
There may also be times when a claimant's ability to fulfil
their work-related requirements is affected because they are
providing additional support to a child in considerable
distress.
If an Assistant Work Coach or Telephony Agent identifies
that a claimant’s ability to meet their work related
requirements is affected by their family circumstances they
will book an on-going work focused interview so that you can
consider whether a switch off can be applied.
WS017
September 2017
v12.3
Page 36 of 55
WS017 – Initial Work Search Interview
t
n
Show Slide 19 – Identifying a child in considerable
i
o
Pre
w
distress
o
P
Identifying a child in considerable distress
As a Work Coach you must decide if a claimant meets the
criteria for having their work related requirements switched
off because a child is in considerable distress. To be eligible:
the claimant must be a responsible carer for a child
under 16
an event/situation must have occurred which could
reasonably be expected to cause the child distress
the claimant must be providing additional care and
support to the child because of the distress
the claimant’s ability to look for, or be available for work
must be affected
Assess what impact these situations are having on the
claimant’s ability to undertake their work related
requirements set out in their Claimant Commitment For
example is the claimant attending meetings with the school,
social services.
WS017
September 2017
v12.3
Page 37 of 55
WS017 – Initial Work Search Interview
t
n
Show Slide 20 – Evidence
i
o
Pre
w
o
P
Evidence
Claimants should be encouraged to provide evidence to
show how the situation is affecting them. For example a
claimant may provide a letter from the child’s school or
teacher.
If the claimant cannot provide formal evidence the claimants
work related requirements can still be switched off if:
this is the first time the claimant has reported a child in
considerable distress
you are satisfied that this will have an effect on the
claimant’s ability to look for and be available for work
For the time that a claimant’s work related requirements are
switched off, the claimant will not be required to:
look for work
be available for work
attend work search reviews or work focused interviews
WS017
September 2017
v12.3
Page 38 of 55
WS017 – Initial Work Search Interview
t
n
Show Slide 21 – WSP Action
i
o
Pre
w
o
P
WSP action
If the claimant is in the AWRR Conditionality group and their
work related requirements have been switched off take the
following action on WSP:
select ‘Availability’ from the information menu
select ‘No’ in the ‘Available for work; drop down
input a date in the ‘Review Date’ field one month from
the date of notification
detail the reason why requirements have been switched
off in the ‘Reason for Unavailability field’. This must
include that the claimant is responsible for a child in
considerable distress.
create a Claimant Commitment with the requirements
switched off
cancel any Work Search Reviews/Interviews during the
period of the switch off
set a task on WSP for the end of the switch off period to
book an on going Work Focused Interview. The interview
is to contact the claimant and discuss tailoring their CC
or reinstating their work related requirements
WS017
September 2017
v12.3
Page 39 of 55
WS017 – Initial Work Search Interview
Ask the learners to enter ‘child in considerable
ytiv
itc
distress – desk aid’ into About Universal Credit.
A
Allow the learners 10 minutes to access and read
through the desk aide.
e
Further information can be found in About Universal
c
n
er
efe
Credit by entering the following information into search:
R
Switching off requirements – Child in considerable
distress
WS017
September 2017
v12.3
Page 40 of 55
WS017 – Initial Work Search Interview
t
n
Show Slide 22 – Preview Claimant Commitment
i
o
Pre
w
Including Sanction Implications
o
P
et
o
N s
Remind the learners of the five key elements (including
r
e
n
gis
e
D
Pre-Interview preparation and Claimant Commitment
and Commitment Pack) of the Initial WSI:
gather information
diagnose the claimant’s Capability based on their
circumstances
set Work Search Activities
set Work Preparation Activities
ensure the claimant understands what is required for
them to take responsibility for their own work search
Use the information provided and recorded to agree a
Claimant Commitment.
Explain that the Work Coach and the department’s
eto
partners will offer the claimant appropriate coaching and
N
support to assist them in meeting their requirements.
WS017
September 2017
v12.3
Page 41 of 55
WS017 – Initial Work Search Interview
Check the claimant understands the steps they must take to
prepare for a return to work and the consequences of any
failure to comply with work related requirements (sanctions).
The Claimant Commitment also outlines the sanctions
applicable for not complying, without good reason, with the
availability the claimant has committed to. This must be
explained to the claimant to ensure they understand the
consequences of failing to comply with their responsibilities
which have been set out.
t
n
Show Slide 23 – Claimant Commitment Accepted
i
o
Pre
w
o
P
The data gather is complete, diagnosis has been made,
referrals have been made where appropriate, the claimant
has accepted and signed their Claimant Commitment
Signing the Claimant Commitment encourages the
et
claimant to take ownership of their tailored Claimant
o
N
Commitment.
Record the WSP Claimant Commitment Status as
Accepted following the process shown in the simulation.
On WSP the specific Claimant Commitment Status
categories Accepted, Not Accepted, Claim not pursued,
Claim Closed – in cooling off period, do not display until
the Claimant Commitment has been printed.
WS017
September 2017
v12.3
Page 42 of 55
WS017 – Initial Work Search Interview
Before the claimant leaves the office take the opportunity to
remind them of their obligations outlined in their Claimant
Commitment. Remind the claimant of the consequences of
not adhering to their Claimant Commitment.
For example: The consequence of failing to create a
et
profile and CV in Universal Jobmatch by the required
o
N
date could lead to the claimant being sanctioned.
This is only if it has been specified as a Work Related
Activity and is only where reasonable and appropriate
actions have been taken.
The consequences (sanctions) of not complying with the
work related requirements in the Claimant Commitment
must be explained to the claimant.
If the claimant mentions something new which changes
the Claimant Commitment – amend the required section
of the WSP data gather field.
The My Work Search and Work Preparation Action of the
Claimant Commitment section should not be included.
Explain to the learners that the My Work Search and
Work Preparation Action are not sent as this section is
available to view on WSP.
WS017
September 2017
v12.3
Page 43 of 55
WS017 – Initial Work Search Interview
Updating Universal Credit
It is vital that the claimant’s Universal Credit Account is
updated when the initial Claimant Commitment has been
accepted. If the Universal Credit Account is not updated the
claimant’s payment will not be generated.
To update navigate to claim admin then select Claimant
Commitment.
This action will be done by a Work Coach
Verifying the Claimants ID
In the majority of claims the PASA will introduce the claimant
to you after they have completed the non repudiation
interview and confirm that ID has been verified.
If ID has not been verified by the PASA you will complete ID
verification when the claimant has accepted their Claimant
Commitment.
Record that ID has been verified on WSP when:
a claim date recorded
a claimant commitment dated on or after the claim date
the latest claimant commitment is recorded as accepted
by the claimant
WS017
September 2017
v12.3
Page 44 of 55
WS017 – Initial Work Search Interview
This means that you will be unable to carry out this task until
the end of the interview or later if ID is not verified or the
claimant does not accept the Claimant Commitment.
t
n
Show Slide 24 – Updating status of the Claimant
i
o
Pr
e
w
Commitment
o
P
This slide gives details of the Claim Admin screen in
Universal Credit to show that the Claimant Commitment has
been accepted.
A Claimant Commitment must only be marked as
eto
accepted after the ID verification process has been
N
initiated. If not the claim will become stuck in ‘Progress’
and cannot be actioned by the Service Centre.
Depending on local arrangements the actual ID Verified
eto
update may be done either by the Work Coach as part of
N
their Initial WSI, or when collating the WSI bundles at
the end of each day.
If the ID field is not completed a task will automatically
be generated to inform the Work Coach that this must
be followed up.
The ID Verified field must be completed within 4 weeks
of the claim start date. If this is not included CIS will not
pull the correct claimant information over to WSP and
payment of Universal Credit cannot be made.
WS017
September 2017
v12.3
Page 45 of 55
WS017 – Initial Work Search Interview
The learning now looks at explaining to the claimant the
et
consequence of not accepting their Claimant
o
N
Commitment and demonstrates how to update WSP to
show the claimant has entered the Five Working Day
cooling off period or requested a second opinion.
Claimant does not Accept Claimant
Commitment
If the claimant does not accept their Claimant Commitment
they have five working days to:
decide whether they will/will not accept the Claimant
Commitment (a cooling off period)
request that another Work Coach gives a second opinion
on the Claimant Commitment
If the claimant does not accept their Claimant Commitment
and does not request a second opinion, or ends the interview
without accepting the Claimant Commitment, they enter the
Cooling off period which lasts up to five working days starting
from the day they refuse to accept their Claimant
Commitment.
A WSP System Task will be set automatically as a result of
the agent setting the Claimant Commitment acceptance
status.
WS017
September 2017
v12.3
Page 46 of 55
WS017 – Initial Work Search Interview
The term ‘Cooling Off’ period should not be used with
et
the claimant and is for internal use only.
o
N
t
n
Show slide 25 – Cooling Off Period
i
o
Pre
w
o
P
If the claimant requests Five Working Days (Cooling Off
period) to consider their Claimant Commitment you must
ensure that they understand:
the Five Working Day Cooling off period starts the day
the Claimant Commitment was created
it is their responsibility to make contact during the Five
Working Days if they want to accept or discuss their
Claimant Commitment
if the claimant contacts DWP after the expiry of this
period
you will need to advise them that their claim is
defective (claim not entitled/closed) and to make a new
claim
if during the Five Working Days they accept their
Claimant Commitment their claim will continue from the
original start date
they can request a second opinion on their Claimant
Commitment with a different Work Coach
WS017
September 2017
v12.3
Page 47 of 55
WS017 – Initial Work Search Interview
t
n
Show Slide 26 – Five Working Day Cooling Off Period
i
o
Pre
w
o
P
If the claimant wishes to enter the Five Working Day Cooling
Off Period the following action must be completed on the
day of the interview as WSP automatically calculates the
Cooling Off period and sets a task for action to be taken:
access the Claimant Commitment screen in WSP
amend the Claimant Commitment status to
Not
accepted – in Cooling Off period
populate the claimant notification letter template
regarding the cooling off period
issue the claimant with the letter about the cooling off
period which will be located within the suite of letters
and notifications within ‘About Universal Credit. (UC 216
LTR Cooling Off Period. UC 215 LTR PTR Cooling Off
Period)
make a note on the claimant’s WSP record to say the
letter has been issued
During the cooling-off period all claimants have the option to
accept the Claimant Commitment. If a claimant wishes to
accept the Claimant Commitment during the cooling off
period, the claim continues from the original date of claim.
WS017
September 2017
v12.3
Page 48 of 55
WS017 – Initial Work Search Interview
et
o
N s
You will also need to consider if there are any public
r
e
n
gis
e
D
holidays during the cooling off period and amend the
Cooling Off Period as appropriate.
If a Cooling Off Period task has expired check If there
have been any public holidays during it (start date of the
WSP task) If yes, a new WSP task must be created.
For example:
WSP Task creation date - Wednesday 1st April 2015
WSP Task matures – Tuesday 7th April 2015
A new WSP would need to be created to mature
Thursday 9th April to take into account Friday 3rd April
(Good Friday) and Monday 6th April (Easter Monday).
The original task must be marked as complete.
WS017
September 2017
v12.3
Page 49 of 55
WS017 – Initial Work Search Interview
Second Opinion
If at the Initial WSI or during the Five Working Day Cooling
off period the claimant requests a Second Opinion it is
important that you first explain the following:
a Second Opinion Interview will be booked with the
independent Work Coach to discuss the Claimant
Commitment. This will include a review of the information
previously provided
if the Work Coach carrying out the Second Opinion
Interview does not change the original Claimant
Commitment the claim will be terminated and they will
have to make a new claim to Universal Credit the next
day.
once the Second Opinion Interview has been booked the
Five Working Days ends and the claimant can no longer
choose to sign their Claimant Commitment whilst waiting
for their Second Opinion Interview
The Second Opinion interview must be booked on the
eto
same day or the next working day.
N
WS017
September 2017
v12.3
Page 50 of 55
WS017 – Initial Work Search Interview
Second Opinion Interview
At the Second Opinion Interview the claimant will be notified
of the decision by the Work Coach.
If a decision is that the original Claimant Commitment does
not change the claimant will be required to re-apply for
Universal Credit.
The claimant cannot then decide to accept the original
Claimant Commitment but will be required to make a new
claim.
The earliest the new claim can be made is on the following
day after the decision was made. The original Universal
Credit claim will be closed.
The claimant has no right of appeal.
If after the Second Opinion Interview a new Claimant
Commitment is created the claimant will need to accept this
one. If they refuse, their claim will be closed, they cannot
enter a cooling off period for this Claimant Commitment. The
claimant must wait until the following day if they wish to
submit a new claim for Universal Credit.
WS017
September 2017
v12.3
Page 51 of 55
WS017 – Initial Work Search Interview
t
n
Show Slide 27 – Action required on WSP
i
o
Pr
e
w
o
P
If a claimant requests a Second Opinion take the following
action on WSP:
update the Claimant Commitment status field to show
Not Accepted – sent for Second Opinion
book a Second Opinion appointment selecting interview
type Claimant Commitment Reconsideration Interview
The Cooling off period should be offered to the claimant
eto
before booking the Second Opinion.
N
e
Full guidance can be found in ‘ About universal Credit’
c
n
er
efe
against the following searches:
R
‘Claimant commitment not accepted’
‘Claimant commitment – cooling off period’
‘Claimant commitment – book second opinion interview’
‘Claimant Commitment – conduct second opinion
interview’
WS017
September 2017
v12.3
Page 52 of 55
WS017 – Initial Work Search Interview
Action during the Cooling Off Period
If the claimant subsequently accepts the Claimant
Commitment during the Cooling off period, the Claimant
Commitment status should be updated to
accepted and the
claim continues from the original date of claim.
If no contact is made or contact is made after the expiry of
the Cooling Off period the claimant will need to make a new
claim to Universal Credit.
WS017
September 2017
v12.3
Page 53 of 55
WS017 – Initial Work Search Interview
Simulation – Cooling Off Period Ended
t
ni
Show Slide 28 – Cooling Off Period Ended
o
Pre
w
o
P
eto
To view the simulations please refer the learners to the
N
sren
gis
Universal Credit Simulations and Screenshot
e
D
Walkthroughs intranet page which is within the
Learners Support Site.
http://intralink/1/jcp/directorates/hr/learning/coursesand
products/dwp_t750753.asp
The learners should scroll down to WS017 Initial Work
Search Interview and select the See It, Try It or Know It
links for the ‘Cooling Off Period Ended’ simulation.
Note the information at the top of this intranet page
which describes how to use the hyperlinks.
Allow the learners 10 minutes to complete this
simulation.
You have now completed the action required for
completing the task to record the cooling off period
ended and the claim is not pursued.
WS017
September 2017
v12.3
Page 54 of 55
WS017 – Initial Work Search Interview
Once you have explained all the options available to the
et
claimant give the claimant the opportunity to accept
o
N
and sign their Claimant Commitment before leaving the
Initial WSI.
Topic Summary
t
ni
Show Slide 29 – Topic Summary
o
Pr
e
w
o
P
In this topic you have learned:
Claimant Commitment purpose and use
Switching Off Requirements
Five Working Day Cooling Off Period
Second Opinion
WS017
September 2017
v12.3
Page 55 of 55