Client requests for a consultation
A client can request a consultation. They may request a consultation when they first apply for Adult Disability Payment or during a re-determination.
A client may request a consultation because they believe that a discussion with a practitioner is the best way for them to introduce supporting information as part of their application.
When a client requests a consultation at the application stage, a case manager should consider whether there are any good reasons why a consultation should not take place. Good reasons include:
- the case manager already has sufficient information to award the enhanced rate of both components of Adult Disability Payment
- the existence of information on the application form that clearly shows that the client is not eligible
A case manager should discuss client requests for a consultation with the client to ensure that they are aware of other ways of providing supporting information. A case manager may refuse a client request for a consultation if a safety risk is identified. This may be a risk to the client or a risk to the practitioner.
Where it is established that a consultation can take place, a case manager should arrange for it to be carried out via the appropriate channel. They should establish with the client whether there are any reasons that a consultation should not take place over the phone.
When a consultation is requested at re-determination stage, it should only be granted where a client experience officer agrees that it is necessary for reaching a decision after reviewing all the available information from the previous determination.
A consultation is an opportunity for a client to introduce supporting information. It does not need to cover the entire application. Where a client has requested a consultation, the practitioner should ensure they know in advance what parts of the application it will cover.
Example: a client request for a consultation at application stage is granted
Wendy is 43 years old and applies for Adult Disability Payment for the first time. She has Post Traumatic Stress Disorder and Dyslexia and finds filling out forms difficult and stressful. When Wendy applies she requests a consultation because she feels it is the best way she can explain the impact of her disability. She says she would prefer a telephone consultation.
Wendy meets the basic eligibility criteria. The case manager attempts to gather supporting information to support her application, including seeking advice from a Social Security Scotland practitioner by way of a case discussion. Because the supporting information gathered is not sufficient to award the higher rates of Adult Disability Payment, the case manager agrees the consultation can take place.
Example: a client request for a consultation at application stage is refused
Alexander is 33 years old and applies for Adult Disability Payment for the first time. He is deaf and has requested in his application that he has an in-person consultation so that he can explain the difficulties that he has.
Alexander has included supporting information showing that he cannot hear at all and hearing aids would be of no assistance.
He explains in his application the difficulties he has with making journeys and communicating with others. The case manager has noted his request for a consultation but as there is sufficient information to determine Alexander is entitled to the enhanced rates of both components of Adult Disability Payment with no requirement for review, the request is declined.
Example: a client request for a consultation at re-determination stage is granted
Kayleigh is 29 years old and applies for Adult Disability Payment for the first time. She has needs as a result of Chronic Fatigue Syndrome. After being invited to participate in a telephone consultation, Kayleigh is awarded the standard rate daily living component of Adult Disability Payment.
Kayleigh requests a re-determination including a consultation. A client experience officer discusses Kayleigh’s request for a second consultation with her and Kayleigh explains that she does not think the consultation report reflects the effect her condition has on her mobility. The client experience officer agrees that it would be helpful for Kayleigh to explain her mobility needs to a practitioner because there is insufficient information available about her mobility. Therefore Kayleigh’s request for a consultation at re-determination stage is granted.
Example: a client request for a consultation at re-determination stage is refused
James is 24 years old and applies for Adult Disability Payment for the first time. He has recently been diagnosed with dyslexia and dyscalculia. After seeking advice from a practitioner, the case manager makes a determination that James is not eligible for Adult Disability Payment.
James requests a re-determination and a telephone consultation. The client experience officer discusses the request with James and decides that they do not have any new information to introduce to the application. They therefore decide that there is not good enough reason to justify a consultation.