Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, whether child maintenance caseworkers receive training on identifying when standard procedures may cause undue harm or upset for the paying and receiving parent and their children.

During the Child Maintenance caseworker learning journey, there are several points where the material places emphasis on the importance of recognising the impact our processes have on our customers. These are highlighted in the Building a Confident and Capable Service modules below:

Telephony

Ensuring processes are explained well and that customers have the time to provide information regarding their circumstances.

Income

Emphasises the importance of recognising that changes in income can have a big impact on both parents. For the paying parent, the impact may be an income change is relatively large but does not breach tolerance. For the receiving parent, a 25% income change will make a significant difference to their maintenance payments. Learners are expected to be sensitive to these changes, support, listen and guide all customers through the process, signposting where required. The My Child Maintenance Case website is promoted to ensure all customers are aware of the ease of using our online service to report income changes.

Debt Negotiation

Recognising the emotions that the receiving parent goes through when payments are late or where the paying parent is unable or unwilling to pay. Learners are expected to engage with customers and make it as positive an experience as possible, manage expectations and signpost where required.

The six-step negotiation model is used to understand paying parent barriers, listen to their issues, signpost as required and set up reasonable, sustainable and affordable agreements for repayment of arrears. The issues with income which has not breached tolerance is again emphasised and examples given to demonstrate the impact on paying parents. Learners are aware of the Stop, Think, Act Strategy when setting up agreements to ensure they meet the criteria of reasonable sustainable and affordable.

Domestic Abuse

Module focuses on recognising domestic abuse and signposting the customer. Learners are aware that a family-based arrangement may not be appropriate in this situation. The customer may have concerns about sharing personal details, having to be in contact with the other parent or being traced. Learners are made aware of the provision of non-geographical bank accounts and the provision of collect and pay. They also understand when an application fee is not required. The module emphasises that our processes may cause distress and that learners must be sensitive to this.

Welfare of the Child

A dedicated topic which explains to learners the importance of considering how any of our discretionary decisions will have an impact on any child affected by our actions. The Welfare of the Child decision is revisited in every appropriate module throughout the learning to emphasise the importance of making correct decisions in the interest of children.

The customer charter emphasises the need to try to understand the customers circumstances and to treat fairly and with respect. Empathy is defined and expectations for its use, are made clear.

We are currently delivering a programme of work to embed improved 1-2-1 coaching and team level performance management and quality assurance activity across all delivery and enabling teams.