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<p>The Department for Work and Pensions (DWP) has an established approach to providing
information to all its potential customers through the use of information leaflets,
which are widely available and on the Gov.uk website. The National Employer and Partnership
Team work with national partners through the Operational Stakeholder Engagement Forum
(OSEF). This group consisting of about 40 organisations also attend quarterly meetings
to learn more about, and feedback on, current and proposed DWP policies and communication
practices. Attendees are encouraged to circulate key messages from the meetings to
their many local outlets.</p><p>We also, at a local level, work with a wide range
of partners and customer advocates in identifying and providing an appropriate level
of support to customers who are vulnerable, including those with mental health conditions.</p><p>
</p><p>DWP’s definition of vulnerability is “any individual who is identified as having
complex needs and/or requires additional support to enable them to access DWP benefits
and use our services” as being vulnerable. This definition ensures that we have consistency
and continuity in the type and level of service which is being offered and that it
supports the customer appropriately whatever their needs. Assistance to make a claim
is available, this can be through additional support from our telephony agents, or
through face to face support in our network of jobcentres or a home visit.</p><p>
</p><p>DWP adopts this approach at all points of contact with the customer and uses
its records to ensure, to the best of its abilities, when individuals are identified
as being vulnerable we take all reasonable steps to try to mitigate any risks.</p><p>
</p><p>When DWP Staff are satisfied the risk to the individual is significant and
immediate they are explicitly empowered to act without consent to take all steps felt
necessary to address significant and immediate risks to an individual’s welfare or
safety.</p><p> </p><p>Where DWP consider that any risk is not significant or immediate
we will continue follow our established approach working with the individual and with
consent, where necessary, contact any relevant organisations to provide the appropriate
levels of support.</p>
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