No images? Click here Inform & Advise IntroductionHi all
Please note: some items in the Briefings are not relevant for partners in Wales; these are marked up in the Briefings. In this issue
Updated resources for advisersWe have continued to update the template responses to common Coronavirus queries and since the last issue of Inform and Advise on the 9th of April we have updated the following templates:
To view the templates visit our wiki. On the first screen of the wiki, under “SPACES” select “Age UK Advice” and then under “PAGE TREE” select “Coronavirus – template responses”. NB if you get a bit lost in the menus (which is easy to do) click on the Age UK logo in the top left and this will take you back to the first screen. Also since our last issue of Inform & Advise we’ve had updates to three of our TASO
briefings.
David has updated the ‘Changes to the Care Act 2014 under the Coronavirus Act 2020’ briefing to include:
Sheelagh has updated the ‘Hospital Discharge and other Health Service Matters’ briefing to include:
These briefings are also available on the Age UK COVID-19 online hub in the dedicated I&A hub. DWP updates and clarificationsThese updates are also included with Liam’s updated benefits briefing but we’ve decided to highlight them here to as they will potentially have an impact on your service delivery: Can advisers sign forms on behalf of clients who cannot get out to post their claim? The DWP told us that as long as there is an official Age UK stamp on it (or from MacMillan etc.) then as a temporary easement, they can accept an application form without a ‘wet signature’ where there is a good reason for the disabled person not being able to sign the form. However, subsequently we have had further questions and comments from advisers about what, in practice, would be considered as an ‘official stamp’ but currently have no further information. Because of this, and concerns raised about what evidence you would need to have to show your client had approved the information provided, at present we strongly advise that you obtain the client’s signature. If you are completing the form remotely we suggest you continue to send the form to the client to sign and post. You should also note that, as set out above, the DWP has said it will be flexible about the date of return. To Summarise Age UK (national) currently has four concerns: 1.) We have not received formal confirmation from the DWP as to what would be considered an ‘official Age UK stamp’. Without such confirmation we are concerned that claims may not be accepted and returned to the claimant. 2.) The DWP use an external company to manage the receipt of claim forms and, as we understand, forms received without a signature require additional checks by DWP staff which will likely delay the processing of such claims. 3.) To meet the requirements of Age UK’s Professional Indemnity (PI) insurance policy to protect against a potential future claim for financial loss it will be imperative that the advisor has evidence to corroborate the answers on the benefits form. The measures required to do this if there is no client signature will likely be onerous or impractical for many of our I&A services. This could take the form of prior correspondence with the client providing extensive detail of their care needs, resulting in a need for much more comprehensive case notes than would usually be made, or evidence that the client has read all of the information written on the AA form and is happy for the claim to be submitted. This could be a written/typed record of a verbal confirmation from the client but will require that the Age UK has some means of sharing the completed form with the client so that they can read it, for example by watching the form being completed via screen sharing on a video call or sending images of the form to the client via an encrypted email or an end-to-end encrypted social media platform such as Whatsapp. Provided the advisor has proof that the client is happy with the responses on the form before it is sent to the DWP, this will be acceptable to AIG (the insurer). Without such information, it would be impossible to defend liability claims should they arise. 4.) Without further guidance or guarantees from the DWP we are concerned that advisers/local Age UKs could be considered liable for fraudulent claims if there is no signature from the client. It is not clear, but it is unlikely, that the DWP would consider the above measures required by our PI insurer as being sufficient to protect the Age UK from liability in event of a fraudulent claim. Clarification on Attendance Allowance renewals You may recall that the DWP has said that all new awards of AA will be indefinite awards and any renewals for existing AA claims will be identified and "have their entitlement 'knocked on' i.e. awarded for an indefinite period without the requirement to complete/send a claim form". The DWP say these changes are for a temporary period to deal with the challenges of the coronavirus. However a number of Age UKs have contacted us as clients have received renewal forms. Having spoken to the DWP these are forms that were sent out before this decision was taken and thus will not be picked up in their scanning exercise of client records to identify up-coming renewals. Unfortunately therefore the client will still need to complete and return the form or contact the AA Helpline if they are having difficulties. DWP agents will determine whether the customers condition has deteriorated or not and then take action to extend their award accordingly. If a client does not complete the renewal form their award will go out of payment and end. It is therefore imperative they contact DWP or return their forms. Online Pension Credit claim form I&A Quality Programme updateThe I&A Quality Programme is being “paused” temporarily, as we furlough some of our staff and focus our efforts on responding to the Covid 19 crisis. We have been working on adapting the assessment process to take into account changes to service, such as staff working from home and remote assessments. In the meantime, for those currently going through assessment or renewal of certificates, we have extended all usual deadlines by 3 months, (we will email I&A Contacts and Chief Officers directly to confirm this). We will be in touch with any other partners who have not yet started going through their assessment, and will agree a new timetable of assessment, when “business as usual” is restored. We will be in touch with partners directly with new dates for assessment as soon as we can – assessments are likely to be phased over a longer period than planned, and some may be deferred until early 2021. Any queries, please contact IAQP@ageuk.org.uk Vulnerable Veterans Emergency Funding – applications now open!We are delighted to announce that the Armed Forces Covenant Fund Trust (the Trust) has opened applications for funding from its 'Veterans Should Not Be Forgotten' Programme. As announced last week, Age UK and SSAFA, the Armed Forces charity, are working with the Trust to fund local Age UKs to provide immediate support for older or vulnerable veterans with reduced social contact during the COVID-19 pandemic. If someone has served in the UK Armed Forces, even for one day, they’re recognised as a veteran. This is true whether they had a career in the Armed Forces or undertook National Service, so you will be supporting veterans every day, even if they don’t identify themselves as such. Grants of up to £20,000 will be awarded to local Age UKs in the partner network to work with vulnerable veterans in local communities. In applying for this funding, local partners will need to know how to reach and engage with these veterans, and already have provided support or services to them that they value and trust. All activities must be able to start quickly, and the Trust will let successful applicants know before the end of May. Who can apply?This is a targeted programme being delivered quickly that is only available to local Age UKs. Local Age UKs should work collaboratively with local SSAFA branches and the local community to ensure that support is coordinated. Only certain organisations can apply to this programme. This is because the Trust is seeking to award grants quickly to meet immediate needs. In addition to Age UK, you will note that members of the Association of ex-Service Drop-In Centres (ASDIC) and eligible and invited members of the Confederation of Service Charities (Cobseo) are also invited to apply. For the avoidance of doubt, you will be applying within the ‘Age UK’ category and should work in partnership with a local SSAFA branch. How to applyPlease contact catherine.walker@ageuk.org.uk for a copy of the guidance and a word copy of the application questions. When you are ready to apply, click on this link, to apply directly to the Armed Forces Covenant Fund Trust for a grant under the ‘Veterans Should Not Be Forgotten Programme’. If you have not applied directly to the Armed Forces Covenant Fund Trust for a grant before, then you will be asked by their system to set up an account. On the system, you can save a draft application form to complete later or send a draft copy to colleagues. You can also access copies of the application that you have submitted at any time. When you submit your application, you will receive an email confirmation. If you do not receive this, then you have not applied. The Trust highly recommends you plan to submit your application before the deadline to avoid the risk of missing the cut-off because of technical or other unexpected problems. It will also help them to assess the applications if they start receiving them before the deadline. You will receive a decision before the end of May 2020. We hope that this unique funding opportunity will be of real benefit to the local network in responding to the Coronavirus crisis. We want to help you ensure you have the best chance of success, so please contact catherine.walker@ageuk.org.uk (07717 720256) if you have any queries after you have read the guidance as we would be happy to support you and proofread your application before submission (provided we have 3 working days notice). Please contact us rather than contacting the Trust directly. Government guidance on how to safely help self-isolating peopleThe government has produced guidance on how to help safely. The guidance is written for the general public but is also a potentially very useful precis of things that should be considered when anyone is supporting a self-isolating individual. Control what you get from Age UK communicationsSign up: You can subscribe to newsletters for local Age UKs using our online sign-up. 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