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<p>Since the introduction of Universal Credit, claimants have been supported by Jobcentre
Work Coaches applying a more flexible approach to contact, with much greater use of
digital and telephone channels. This enables claimants to continue to engage with
the Department, receive appropriate support and satisfy the conditions of their personalised
Claimant Commitment without having to always attend an appointment in person.</p><p>To
assist with the affordability of public transport, and where an appointment at a Jobcentre
has been agreed as necessary, Work Coaches are able to consider the reimbursement
of a claimant’s travel costs. The Department publishes clear guidance to its staff
of when mandatory awards for travel must be made from the Flexible Support Fund –
a copy of this is available in the House of Commons’ Library. In exceptional situations,
where a claimant’s requirements cannot be met in any other way, an advance payment
can be made.</p><p>The Department works closely with partner organisations in Northern
Scotland to deliver services in locations convenient for the local population it serves.
Local Jobcentres have the flexibility to work alongside organisations to support the
needs of their communities, providing our most vulnerable claimants with help tailored
to their circumstances. For those who find it the most challenging to attend in person,
we operate a 'Remote Customer Service Delivery' service, within the Wick area, which
maximises the use of telephone and postal services to reduce the frequency of face-to-face
appointments to make and maintain a claim to Universal Credit.</p>
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