Telephone application for Young Carer Grant

To complete an application over the phone, the applicant should have:

• their National Insurance number
• the details of the person/people they care for, including their National Insurance numbers
• bank account details – if they do not have their own, they can use someone else’s

National Insurance number

If they don't know their National Insurance number or the National Insurance number of the person they care for, then we can still take their application, but advise them it will take longer to process it.

Bank details

If they don’t have their own bank account, they can use someone else’s but they will need to confirm they have permission and that they will be able to access the money once paid.

If they don’t have their own bank account and can’t use someone else’s, then i-Movo can be used to pay the applicant if they are successful.

Account details

Ask the applicant for:

• the account name
• the sort code, for example, 12-34-56
• the 8 digits or the building society roll number

Method of receipt

This section deals with how an application has been filled in. The applicant can have applied by:

• phone
• online
• paper application
• in person
• transferred from the Department for Work and Pensions to Social Security Scotland

Applicant phone number

Tell the caller that you need to take their phone number so that you can call them back if the call fails before you’ve finished filling in their application.

Callers managing someone else’s affairs

Check if the caller is applying on behalf of someone, who cannot manage their own affairs.

If they are, then clarify what their role is, for example an appointee.

For information on processing applications from appointees and other authorised third parties, view the cared for person checks guidance.

Ask the applicant if the person they care for gets one of the qualifying benefits.

If they say that ‘I don’t know’, warn them that it may take longer to process their application, as we will need to check what benefits they are getting.

The next stage of the application is to take the applicant’s details.

Enter the applicant’s first name, last name, date of birth and National Insurance number. If the applicant doesn't know their National Insurance number, then we can still take their application, but advise them it will take longer to process.

Ask for the applicant’s postcode. Ask the applicant to confirm their full address.

If the applicant doesn’t have a permanent address, mark this on the system.

Ask if we can contact the applicant at this address. If they say ‘no’, ask them to provide an address, at which we can contact the applicant.

If the applicant lives in the European Economic Area or Switzerland

Ask the applicant for their address.

International postcodes are not recognised in the system.

Leave the ‘Postcode’ field blank and enter the postcode in the ‘City’ field instead.

Take the first name, last name, date of birth and National Insurance number for the person/people the applicant cares for.

If they don’t know their National Insurance number, we can still continue with their application but it may take longer to process it.

Ask if the person they care for lives with them. If they say ‘no’, take the address of the person they care for.

Qualifying benefits

Read out the different qualifying benefits to the applicant, including the different rates. Make sure the applicant knows that the person they care for needs to have been getting one of these benefits for the 13 weeks up to the date of this application.

If the applicant chooses ‘none’, inform them that they may not be eligible for Young Carer Grant, but we can continue with their application if they choose to do so.

If the applicant chooses ‘I don’t know’, inform them that we will still be able to take their application but it may take longer to process it.

The applicant needs to have been caring for one or more people for an average of 16 hours per week, over the past three months – there can be a break of up to three weeks during the qualifying period. These 16 hours can be split over one, two or three people.

Ask the applicant how many hours they spend caring. Ask them if they would like to add the details of another person they care for.

If the hours for the first and second person add up to 16 or more, you do not need to take the details of another person.

If it adds up to less than 16 hours a week ask if they would like to add the details of another person. If they do not want to add any more people, inform them that they may not be able to get Young Carer Grant, but we can carry on with their application.

If they do, repeat the process.

Ask the applicant what is the best way to contact them, and if they would like an alternative correspondence format.

You can also ask the applicant if they would like to provide an email address, however, they do not have to. If they do, we will send them an email when their application has been received.

The applicant has the choice to get a notification when they can reapply for Young Carer Grant. If the applicant is 19 then this does not apply.

Ask the applicant if they would like to be reminded in 12 months to reapply for Young Carer Grant. They can be reminded by getting either a letter or an email.

Remind them that to be able to get Young Carer Grant next year, they must:

• live in Scotland, the European Economic Area, Switzerland or Gibraltar – see verifying residency guidance for more detail
• be age 16, 17, 18 or 19 at the time of application
• be caring for up to three people who get a qualifying benefit – see list of qualifying benefits
• be a carer for someone for an average of 16 hours per week for at least three months – there can be a break of up to three weeks during the qualifying period (see eligibility guidance for information on the type of care that qualifies)
• not already be getting Carer’s Allowance
• not be awaiting a decision on an application for Carer’s Allowance
• not be a volunteer for the person or people in their application
• not already be getting paid to care for the person or people in their application – except for kinship care agreements
• have not already applied for and received Young Carer Grant in the last 12 months, starting from the date the application was made
• not be applying if another carer has already received Young Carer Grant in the last 12 months, from the date of their application, for looking after the same person

Advise the applicant that Social Security Scotland only makes payments into UK bank or building society accounts.

The account used does not need to be in the applicant’s name.

However, the applicant must have the account holder's permission to receive the payment into that account.

Account details

Ask the applicant for:

• the account name
• the sort code, in format 12-34-56
• the account number (eight digits) or the building society roll number

Ask the applicant if they are using their own bank account details.

1. If the answer is no, ask the applicant if they have permission to use the provided bank details.
2. The application cannot continue if they do not have permission.

Check the details with the applicant if there is an error.

Alternative method of payment

If the applicant says that they do not have access to a bank account, they may tell you that they have one of the following:

• i-Movo (a secure voucher-based payment system)
• Post Office Card Account (POCA)

If the applicant receives a Department for Work and Pensions benefit through i-Movo or Post Office Card Account, tell them that Social Security Scotland can make any payment to that same account.

If the applicant currently receives a Department for Work and Pensions benefit through an alternative bank account, ask for those bank account details.

i-Movo

You should only offer i-Movo as a payment method when the applicant is:

• applying in their own name
• under the age of 18
• without access to a UK bank account/Building society

Tell the applicant the following about the i-Movo payment method:

• payments are sent in voucher format by text, email or letter
• the applicant must have both the voucher and a valid form of ID to cash the voucher
• the applicant can cash the voucher at an i-Movo Paypoint
• vouchers have a £100 limit - the applicant needs to go to a Paypoint more than once to cash multiple vouchers

You should ask the applicant if they have any additional information that might support their application.

They do not need to give anything for this section unless they want to. It should only be used if they want to tell us that they’re going to be changing address soon or something similar.

Read the summary page to confirm the information with the applicant.

Encourage the applicant to complete the Equality Survey. This helps us make our services fair and equal. If the applicant does not want to complete the survey, continue with the application.

If they agree to complete the survey, remind the applicant that we will not consider this information for their application. They have the right to say ‘prefer not to answer’ to any of the questions.

Declaration

1. Read all declaration statements as they appear
2. Ask for the client’s agreement to each statement.
3. Tick the boxes beside the statements on the client's behalf.

If they agree to all the statements, submit the form.

If the applicant does not agree with the declaration statements

Let the applicant know that you cannot submit the application. This is because these statements represent the applicant’s signature on the application form.

Submitting the application form

After the application submission, thank the client for their call.

If the client asks how long the application process takes, you can say: “If you gave us a mobile number, you’ll get text confirmation to say your application has been submitted.

"We'll contact you using the method of contact you chose in the application, if we need to ask you any questions about your form for any supporting information.”

Tell the client that if they stay on the line they will get the opportunity to complete a short automated survey about their experience.

Once their application has been submitted, inform the applicant they must provide one piece of evidence so we can verify their identity and residence.

You can also refer them to mygov.scot/young-carer-grant/sending-documents.

If they’re reapplying and live in the European Economic Area, Switzerland or Gibraltar they need to visit Applying outside of Scotland - mygov.scot