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<p>The Department is committed to ensuring that all claimants, especially the most
vulnerable, are supported as they move onto Universal Credit.</p><p>Claimants, including
vulnerable claimants and those with mental and physical health conditions, can receive
continuous tailored support managed through work coaches. DWP staff working with claimants
complete extensive training that prepares them for their role. Specific training is
provided for working with different vulnerable groups, with guidance to signpost claimants
to relevant support, and these circumstances will be recorded on a claimant’s online
account. We have started to deliver additional training in mental health that will
help work coaches to build their expertise and provide the most effective support.</p><p>We
take a number of steps to identify individuals who will need support in making a claim
to Universal Credit. For example, we identify claimants either prior to or at the
initial claim stage, to discuss what support mechanisms need to be in place to make
a claim. This can be through discussions with their Work Coach, the Universal Credit
helpline and/or through home visits.</p><p>From April 2019 Citizens Advice (England
and Wales) and Citizens Advice Scotland will deliver a new ‘Help to Claim’ service
to claimants, including the most vulnerable, who are making a new Universal Credit
claim or moving from a legacy benefit to Universal Credit because of a change of circumstances.
The Help to Claim service offers tailored, practical support to help people make a
Universal Credit claim up to receiving their first full correct payment on time. This
service will be available online, over the phone and face to face through local Citizens
Advice services.</p>
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