Date lodged: 8 March 2019
To ask the Scottish Government what the expected average caseload of a Social Security Scotland case manager will be (a) during the wave one benefit phase and (b) when the department assumes its full powers.
Answered by: Christina McKelvie 20 March 2019
The initial benefits delivered by Social Security Scotland are mainly a single application process. Client Advisers work across different benefits and have a range of duties from supporting clients to processing applications. Managers will work closely with Advisers as we deliver benefits to ensure that we are able to provide our clients with a service that treats them with dignity, fairness and respect, and meets the expectations they should have of our service as set out in our Charter.
For benefits still to be launched, Social Security Scotland is working closely with service design colleagues in the Social Security Programme to ensure efficient and appropriate processes and workload.