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<p>Work Coaches have access to information on a range of services and support available
in their local area for vulnerable claimants, including refugees. We also have access
to a range of translation services to assist, should a claimant need support to overcome
any language barriers.</p><p> </p><p>Work Coaches receive training to help them build
supportive relationships with claimants, including refugees, encouraging them to openly
discuss any barriers, concerns, or problems as they emerge.</p><p> </p><p>Work Coaches
will provide tailored employment support to meet their customer’s needs. They utilise
a wide range of tools to ensure that we are providing intensive employment support
to these customers. This includes the use of Flexible Support Fund, Sector based work
academy programme, English for Speakers of Other Languages (ESOL), Jobs Fairs, collaboration
with local partners and Group Information Sessions.</p><p> </p><p>Claimants can also
give permission to share their UC account journal with support workers. The opportunity
to combine face to face contact with on-line support has helped alleviate some of
the communication barriers within legacy benefits which were traditionally more reliant
on telephone and written forms of communications. Work Coaches can also use the on-line
account to remind claimants of any information needed in order to ensure that their
claim is processed smoothly.</p><p><strong> </strong></p><p>More generally, we are
increasing capacity in our Decision Making teams, during both this and the next quarter,
to help meet demand for benefit decisions.</p>
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