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<p>All claimants, including those who are vulnerable or with mental health conditions,
receive continuous tailored support through their personal work coaches, and all DWP
staff working with claimants complete extensive training that prepares them for their
role. Specific training is provided for working with different vulnerable groups,
with guidance to signpost claimants to relevant support, and these circumstances will
be recorded on a claimant’s online account.</p><p> </p><p>We take a number of steps
to identify individuals who will need support in making a claim to Universal Credit.
For example, we identify claimants either prior to or at the initial claim stage,
to discuss what support mechanisms need to be in place to make a claim. This can be
through discussions with their Work Coach, the Universal Credit helpline and/or through
home visits.</p><p> </p><p>For those individuals identified as requiring support,
Universal Support provides advice and assistance to help claimants manage their Universal
Credit claim, with a focus on budgeting advice and digital support. Since 2017, Universal
Support has been delivered by individual local authorities, funded by grants from
DWP.</p><p> </p><p>From April 2019 Citizens Advice (England and Wales) and Citizens
Advice Scotland will take on the responsibility for delivering a strengthened Universal
Support service, a move which will ensure a consistent and streamlined service for
claimants across the country. This new partnership will ensure vulnerable claimants
get the support they need to make a claim and manage their money.</p>
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