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<p>The Department takes seriously the need to support vulnerable claimants, and wants
the application process for Universal Credit to be as quick and easy as possible,
ensuring that claimants receive money at the earliest opportunity. To support this,
we keep staffing levels under constant review and at the required levels, ensuring
we have the right number of people available to answer customer calls and to respond
to forecasted demand.</p><p> </p><p>All Jobcentres across the country have Wi-Fi and
computers available for claimants to access the internet. These devices are being
upgraded in a programme due to be completed by the end of October 2019. For those
that are still unable to access or use digital services, or are not able to travel,
assistance to make and maintain their claim is available via the Freephone Universal
Credit helpline. In certain circumstances, a home visit can be arranged to support
a claimant in making and maintaining their claim</p><p> </p><p>Additionally, Citizens
Advice and Citizens Advice Scotland have been delivering the ‘Help to Claim’ service
on a pilot basis since April 2019, supporting claimants with making a new claim to
Universal Credit. The Citizens Advice 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, and is available online, on the phone and face-to-face through
local Citizen’s Advice services.</p>
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