Use the ‘Copy Script to Clipboard’ button on the right to do just that.
Then, in Casebook, CTRL+V to paste the script into your notes.
Benefits, generic script Q’s:
Has the client contacted us or anyone else about this before:(If yes state who)
Is there any conflict of interest? (If ‘yes’ state name or N/A)
Has the client confirmed they have access to the internet access and can use it?
Has the client confirmed they are able to read and act on information on the internet or by email?
If ‘no’, is there anyone else who can support client with this?
Assess client’s overall communication skills (with or without email access can client write letters, cope with forms)
Is client vulnerable in any way (mental or physical problems, educational difficulties etc.)?
Profile & Consent:
Has the client given permission to record details today?
Has the client given permission to share details with research partner? OR Client wishes to remain unnamed and was given their Client Reference Number? (delete whichever is not applicable)
Check client profile details and update if necessary – record information
Update special category consents
Client details
What benefits are you receiving at the moment (ensure added to profile)?
Is anyone else in your household receiving benefits?
Do you have any children dependent on you (number and ages)
Details about the issue
What is the problem with your benefits?
What has the client found out/done so far:
Can you explain what’s happened to cause this?
Do you have any paperwork about this?
Is there an emergency? (E.g. no money at all, appeal time limits, possible eviction, bailiffs.)
There is legal protection for people who have been discriminated against on the grounds of race/gender/disability/sexual orientation/religion or belief/age. Do you think this could apply to your situation? If yes – full advice interview.
The rules about benefits are different for some people who are not British or who have been living outside the UK. Does this apply to you?
Other issues to check for. –
Eviction
Debt
Change in circumstances, eg relationship breakdown, bereavement, unemployment
Social Policy Issues?
Key dates to record. –
Decision letter dates.
Any deadlines given.
Date of relevant changes in circumstances.
Time limits. –
Applying for a mandatory reconsideration
Appeals against DWP decision – 1 month.
Appeals against tax credit decision – 30 days.
Information Sources
Next steps
The script has successfully been copied to the clipboard.
