Face-to-face support for people accessing benefits

Social Security Scotland's Local Delivery service available nationally

Anyone applying for Scottish benefits is able to access direct support from an adviser through a new service now available across the country.

Social Security Scotland’s Local Delivery initiative provides person to person support from trained staff in every local authority area.

Advisers can answer any queries people may have about Social Security Scotland benefits and help with form filling.

People can book in-person meetings with an adviser at home or in their local community, at a time and location that suits them best.

These can be face-to-face, by video call or by phone. Face-to-face appointments will take place with Covid-19 protection measures in place.

It follows a successful pilot in Dundee City, Perth and Kinross, and the Western Isles earlier this year and coincides with the national roll out of Child Disability Payment.

Social Security Minister Ben Macpherson said:

“I am proud that we are offering this brand new service, which is not available elsewhere in the UK.

“Social Security Scotland’s Local Delivery service is there to provide extra support and choice right across the country.

“We want to try to minimise any feelings of anxiety or stress when people need to access benefits. That is why are offering face-to-face meetings, or video or phone calls - whatever will best meet the needs of each particular person.

“I hope that face-to-face appointments will be especially helpful for people claiming disability assistance. Our specially trained advisers are available to help with all of our 11 different benefits.”

A mum of a girl who has used the service said it helped her overcome stress about accessing benefits to which she was entitled.

The 30-year-old mother, who was given assistance during the pilot in Perth and Kinross, accessed Child Disability Payment for her daughter, who suffers from a chronic medical condition.

The woman, who asked not to be named, said:

“I wasn’t sure whether my daughter was eligible and I asked for help from the local delivery team. The woman who helped me was amazing.

“She explained clearly all the information I needed to get from my daughter’s GP and school. I prefer speaking over the phone to a real person and was allowed to do that in two stages. It has made a difference to me.”

Background

• The introduction of the Scottish Local Delivery follows the roll out of the Child Disability Payment pilot which will provide financial support to children and young people with disabilities.
• An appointment with a Client Support Adviser can be made by contacting Social Security Scotland on 0800 182 2222. Face–to-face support is by appointment or via video call or telephone appointment and can take place:

• • in people’s homes,
  • in local community venues
  • in hospitals

• For more information, contact Social Security Scotland through web chat at mygov.scot/contact-social-security-scotland/ or call the freephone helpline on 0800 182 2222.