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<p>Universal Credit is a 24 hour, seven days a week, digital service that allows claimants
to manage their own data and account online at a time which is convenient for them.
Via their account, claimants can check their Universal Credit benefit payments, notify
us of changes and record notes on the online journal facility.</p><p> </p><p>To enable
Work Coaches to provide a tailored experience for all claimants, including those with
mental health conditions, Work Coaches are able to record in a free text format, through
the use of ‘pinned notes’ in the Universal Credit system, information which supports
staff in identifying and recording circumstances of individual claimants.</p><p> </p><p>However,
if claimants are unable to make a digital claim, they can make and maintain their
claim via our Freephone Universal Credit helpline. When a claim is made by telephone,
claimants do not need to provide an email address and are not given an online account
to maintain, nor an online journal to manage. A telephone claim is also clearly marked
on the service to remind DWP staff to use alternative channels to communicate information
with claimants and their monthly award statement will be sent via post.</p><p> </p><p>Additionally,
Help to Claim support delivered through Citizens Advice and Citizens Advice Scotland
offers tailored, practical support to help people make a Universal Credit claim up
to receiving their first full correct payment on time. This support has been bolstered
by the announcement in March this year of a further 12 months of funding for Citizens
Advice and Citizens Advice Scotland to deliver Help to Claim.</p>
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