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<p>Where notified by a Local Authority or a claimant, DWP staff currently updates
the claimant profile with any temporary or long term complex needs and how that affects
the claimant’s ability to use the service. This enables Universal Credit agents and
work coaches to provide individuals with appropriate personalised support.</p><p>Underlying
this approach is the principle that not all individuals with a disability, health
condition or other set of personal circumstances will necessarily require support,
while some will only need support for a period of time. Our work coaches deliver a
personalised journey based on individual claimant needs.</p><p>The Department is looking
to further improve our system to better identify vulnerable claimants with the use
of a new ‘pinning’ function. This involves testing methods to extract data on information
recorded in the claimant profile using text matching techniques. We have plans to
introduce a function to ‘pin’ key profile notes so they are instantly visible to all
staff helping a claimant. The Department is beginning wider work to examine how claimants
tell us about their complex needs, how we record them and how we can extract data
which can help us monitor and improve support.</p>
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