How we do it
We assess claims fairly and pay money out efficiently to those eligible.
Inclusivity
To build a service that works for everybody, we include everybody. And we celebrate and support difference within our team.
We communicate with people, and enable them to communicate with us, in the ways that best suit them. And that means our colleagues as much as our clients.
Accessibility and inclusivity principles are embedded in everything we do. So guidance is included throughout our guidelines at its point of use.
Our audiences
Social Security Scotland has one brand.
But that brand has 3 main audiences:
- Clients
- Colleagues
- Recruitment
Our behaviours and messages
We have different goals, standards and responsibilities for each audience, all rooted in our brand values of dignity, fairness and respect.
Our behaviours for clients
Our goals for clients
Serve everybody in Scotland equally.
Assess claims efficiently with decisions that are right first time.
Make payments accurately and on time.
Our standards for clients
We communicate inclusively.
Our decisions are objective and consistent.
We deliver Scottish Government policy impartially.
Our responsibilities to clients
To be helpful and fair.
To make our service easy to use.
To be accountable to the Scottish public.
Our messages for clients
We work for you, delivering the financial support you are entitled to from the Scottish Government.
Your application will be handled efficiently, accurately and impartially.
Our support will be accessible to you, whatever your needs.
Our behaviours for colleagues
Our goals for colleagues
Continually improve our processes.
Ensure our people develop their skills and progress their careers.
Deliver good value for public money.
Our standards for colleagues
We support each other.
We share knowledge freely.
We create an inclusive and empowering workplace.
Our responsibilities for colleagues
To be professional and impartial civil servants.
To promote inclusive communication habits.
To be accountable to each other.
Our messages for colleagues
We work to deliver financial support to the people of Scotland fairly and efficiently.
We communicate clearly and simply, so everybody can understand and be heard.
We extend the same dignity, fairness and respect to each other that we do to our clients.
Our behaviours for recruitment
Our goals for recruitment
Continually improve our teams.
Attract the best applicants, including people from the private sector.
Retain and develop high-performing colleagues.
Our standards for recruitment
Our recruitment processes are fair and impartial.
We offer competitive pay and good working conditions.
We provide rewarding, challenging, meaningful work.
Our responsibilities for recruitment
To recruit colleagues with diverse lived experiences.
To be flexible in our recruitment processes.
To be accountable to Scottish Government.
Our messages for recruitment
We are a dynamic new agency of the Scottish Government, helping people in Scotland get the benefits and payments they are entitled to.
We provide rewarding, challenging and meaningful careers.
We offer flexible working, excellent pensions and a diverse, supportive environment.