Department for Work and Pensions written question – answered at on 21 July 2016.
To ask the Secretary of State for Work and Pensions, what the minimum requirements set by his Department are for Jobcentre Plus to ensure that it is not neglectful in its duty of care towards a claimant who has (a) been attending a psychiatric unit, (b) has a known history of mental illness or (c) has a social worker designated to them; and what guidance his Department provides to Jobcentre Plus on providing such duty of care.
The Department for Work and Pensions (DWP) demonstrates a duty of care throughout all its customer services and which it expects its staff to follow through instructions and learning.
The Department has an established approach to identifying and providing an appropriate level of support to all its customers who are vulnerable, including those with mental health conditions. DWP identifies any “individual who is identified as having complex needs and/or requires additional support to enable them to access DWP benefits and use our services” as being vulnerable. This definition ensures that we have consistency and continuity in the type and level of service which is being offered and that it supports the customer appropriately whatever their needs.
DWP’s approach for dealing specifically with customers experiencing mental health conditions has been developed in consultation with its Work Psychologists to ensure that staff are able to develop a thorough understanding of the various different mental health conditions which exist, including hidden impairments and how they impact on an individual. This knowledge is reflected in both DWP instructions and in its learning and development.
Where DWP staff are satisfied that a customer faces clear and significant risks to their welfare or safety, then those staff are explicitly empowered by DWP to take any reasonable steps which are felt necessary, including liaising with relevant organisations, in order to address these risks without undue delay.
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