Following our principles

Access to social security is a human right in Scotland and essential to the realisation of other human rights. Our social security system is built on our core principles of:

• dignity
• fairness
• respect

Treating people in this way:

• transforms how we talk and think about disabled people and social security
• affects how we make decisions about disability benefits

Social Security Scotland decision makers must always:

• treat people with dignity, fairness and respect
• treat people as the authority on their own lived experience
• start from a position of trust in what the individual has told us
• use the balance of probabilities

Social Model of Disability

You should consider the individual’s needs based on what they tell us about the barriers they face. This is following the social model of disability.

The social model of disability is the idea that barriers for disabled people are created by society. The disability is not something that ‘exists’ in the person’s body or mind. It is a condition and an experience created by the barriers in an inaccessible society.

The medical model:

• centres on what someone can not do
• places the burden of responsibility for dealing with barriers on the individual
• disempowers disabled people by focusing on what is wrong with them

The social model:

• centres on a person’s needs
• makes society responsible for removing barriers
• empowers disabled people by recognising barriers are the issue, not the person

As society has historically followed the medical model when you make decisions, you must think carefully and challenge your own subconscious:

• attitudes
• beliefs
• assumptions

to ensure you are making decision based on the social model.

Trust-based approach

You should start from the assumption that the account the individual has provided in their application or review form, and any supporting information accompanying it, is an accurate reflection of their circumstances.

We call this a trust-based approach.

You must approach information from the individual from a position of trust to build a positive and supportive relationship.

If individuals think we do not trust them, our relationship becomes confrontational, suspicious and institutional. That means we:

• are less able to meet their needs
• risk becoming a source of stress and anxiety rather than support

Although you assume trust, sometimes you may be given information that contradicts what the individual tells us. We use the balance of probabilities to:

• establish the value of information
• examine any relevant gaps or inconsistencies, including exploring contradictory information

For more information on how to establish value and explore gaps and inconsistencies, refer to the Understanding and interpreting Decision Making Guidance.

Person-centred decision making

Taking a person-centred approach to decision-making involves:

• considering how the individual’s condition affects them
• understanding that the same condition affects people in different ways
• taking into account all of their circumstances
• listening to the individual
• treating them as an individual
• recognising that the individual understands their own life best
• considering the individual’s support network, caring responsibilities and work responsibilities
• making sound judgments about the impact that an individual’s condition has on them
• approaching decisions from a position of trust, considering all relevant information
• only seeking one source of supporting information from a professional where possible
• acknowledge you own bias, and taking steps to counteract it

Needs-based approach

We the individual’s needs first. We call this a needs-based approach.

An award is not specific to a medical condition, but is based on an individual’s needs and the range of help and support they need.

Taking this approach helps us to:

• understand the individual’s level of need
• break down stigma
• build trust with applicants
• set a precedent for a better social security system

Putting our principles into action

In your role you will put these values into action. You play an important part in ensuring that disabled people are able to access all of the support they’re entitled to.

By following our principles, you’ll help Scotland become a country where disabled people:

• are treated fairly
• are trusted to know what’s best for them
• can reach their full potentia

Enabling people to access assistance

Your role is to award assistance to those you determine meet the eligibility criteria, using the information and decision-making tools available to you. We have a statutory duty to ensure people receive the assistance they are entitled to (Social Security (Scotland) Act 2018, section 24), and you play an important role in fulfilling that responsibility.

Decision-making should follow the Right First Time principles, which ensure fairness and can reduce the occurrence of errors at the earliest opportunity.

There may be times when you encounter information that appears counterfeit, inconsistent, contradictory or inherently improbable.

Such information should never be disregarded.

• If you are considering a first application and the individual is not already entitled to assistance, you should resolve any relevant inconsistencies in the course of making a determination. This may mean seeking further information or support from your Line Manager or team Fraud Champion.
• If the individual is already receiving assistance, and you have information that suggests potential fraud, you should consider contacting the Fraud and Error Risk Analysis and Control team who can support you through making a referral into the fraud investigation team.

Related reading

• eligibility criteria chapter
• Right First Time: A practical guide for public authorities in Scotland to decision-making and the law
• Fraud advice for decision makers
• Social model of disability | Disability charity Scope UK
• Social Security Scotland: our charter - gov.scot (www.gov.scot)
• Social Security principles and a rights based approach - gov.scot (www.gov.scot)