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<p>Universal Credit Work Coaches undertake comprehensive learning to equip them with
the tools, skills and behaviours required to provide a high quality service to all
claimants. All DWP staff undertaking customer-facing roles go through a programme
of learning and development to equip them to support vulnerable people who access
our services.</p><p> </p><p>This includes a learning product called “Supporting Customers
with a Vulnerability”, and which staff undertake as part of their foundation learning
for a role where they interact directly with DWP customers. We have worked with external
bodies, including organisations that provide support to vulnerable customers, on a
number of our technical learning products.</p><p> </p><p>For the most sensitive cases
the training emphasises that Work Coaches should not make judgements alone on how
to handle, and they should listen to the advice of experts in the area on how to handle.</p><p>
</p><p>As we expand Universal Credit, we continually review and develop the vulnerable
claimant journey. This includes looking at how we identify vulnerable people, how
we support them and how we refer them to local services delivered in partnership activity.</p>
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