The Universal Credit Advisory Service is led by Glasgow Life. Glasgow Life leads on CLD on behalf of Glasgow City Council and chairs the city’s CLD Partnership. Glasgow Life’s (GL) Universal Credit Assisted Digital Support Project uses Community Learning and Development (CLD) approaches to support adults who require support to claim Universal Credit (UC) and access learning opportunities. The service started in September 2018 and is primarily based in Glasgow libraries.

The service is delivering on several of the actions set out in the city’s CLD plan and Digital Glasgow Strategy.

Addressing Community Need

The project is based on clear national and local evidence of need. The highest number of UC claimants in Scotland live in Glasgow. The need to claim UC online and maintain an online journal places a reliance on access to the internet and digital skills for many of our most vulnerable citizens.

This has proven to be a major barrier for those who are already digitally excluded and can lead to financial exclusion. The Department for Work and Pensions (DWP) recognises that up to 45% of claimants experience some difficulty in making their UC application online. For many people these challenges are exacerbated by other issues such as mental health and English not being their first language.

The digital divide is growing at an alarming rate across the UK. The Scottish Household Survey highlights that people living in poverty are significantly less likely to have home internet access. ‘Data poverty’ is also an emerging issue. 14% of Scottish households (30% for those living in social housing) cannot afford broadband data to meet their essential needs. Many low-income households rely on a smartphone with limited data allowance as their sole internet connection.

In Scotland, 21% of working aged adults lack basic digital skills. This figure increases to 28% in Glasgow’s most deprived areas which means that over 120,000 Glaswegians may lack key digital skills. Household income, age, gender and disability status are the strongest predictors of digital skill level and internet access. Other indicators including BME population groups and single parent (adult) households.

Description

The project combines elements of financial inclusion, digital inclusion and employability support services. Project workers use CLD approaches to support and empower participants to make their initial UC claim and to maintain their existing claim while working through their learning and employment journey.

Every person who needs to claim UC is in a different situation, so the service offers a range of personalised support and advice to enable applicants to successfully maintain their claim; connect to relevant local support and learning services; and progress into employment or training. For example:

• Glasgow Life’s ‘Goals 4 Work’ course covers basic digital skills, maintaining your UC Journal, online job searching and applying for jobs online. This digital offer also provides accredited digital skills training to enhance employability
• Additional Learning Needs (ALN) and English for Speakers of Other Languages (ESOL) courses
• employment support and advice
• welfare support
• debt and consumer advice, including direct referral to Citizens Advice Bureaux, co-located within libraries
• advice on accessing local foodbanks
• family finances key workers: employability and financial inclusion for parents

GL workers supported engagement events across the city to ensure the people who would be using the service were involved in its planning, development, and delivery. The feedback from this engagement highlighted that the city’s libraries were seen as ‘safe spaces’ where citizens could access services in a friendly, encouraging environment.

GL workers have identified areas of best practice and opportunities to improve partnership working. For example:

• citizens like services being co-located and within easy reach in their communities
• partners have improved their awareness of each other’s services and are providing more effective referrals and less duplication. A central email box allows partners to share ideas and issues
• learning providers are building better working relationships with the DWP which is helping to reduce barriers for participants

Challenges

During all periods of Covid-19 lockdown when buildings were closed, the project continued via a freephone helpline. Effective local marketing with community groups, foodbanks and partner agencies helped to increase use of the freephone service from its launch in March 2020 to a point where additional capacity was required by 2022. When COVID-19 restrictions lifted, face to face support resumed.

Impact

Since it began in 2018, the project has helped more than 14,000 people access a range of support, estimated to be worth more than £30.5 million. Almost 90% who apply for UC with help from the project are successful, compared to the national average of 70%.

Workers collect testimony from participants and service providers through telephone surveys and face to face feedback. The feedback provides examples of how the project supports UC claims and also demonstrates the determination of staff and partners to support citizens in other ways, for example; arranging a doctor’s appointment and providing opportunities to meet others while visiting the library.

The project’s customer management system, FORT, tracks the volume and types of enquires, the service provider, benefits realised and ongoing engagement/referrals.

Kathleen from Drumchapel has used the project helpline. She said:

"I’d like to thank the team for supporting me through the application process. I didn’t have a computer or internet when I was at school so had no idea where to even begin.”

Owen said:

"Nobody ever explained what I was entitled to before. I was just passed from pillar to post because nobody wants to help you. I wish more people knew that this help was available.".

Next steps

The project lead continues to nurture partnership with other groups and organisations to promote access to CLD and formal learning opportunities. Eg There are strong links with the Family Finances Key Worker project which assists learners to access funds to pay for course, books or other associated costs which can be barriers to learning.

Project workers continued professional development is being enhanced through shadowing of other CLD partners and sourcing new learning opportunities.

Reflections

On-going self-evaluation has indicated that workers are good at gathering one to one feedback, however the reintroduction of group sessions would further enhance feedback. The project lead is planning a series of group sessions to further inform practice.

Further information

Glasgow Life Universal Credit Advice Service — Glasgow Life