AQW 9269/17-22

Ms Kellie Armstrong
Alliance Party
Strangford

Tabled Date: 22/10/2020
Answered On Date: 03/11/2020
Priority Written: No

Question:
To ask the Minister for Communities to detail the training that front line Universal Credit workers undergo; and how often it is refreshed.

Answer:

My Department is committed to providing a supportive and informative service. Those delivering Universal Credit undergo a comprehensive programme of learning and development designed to equip them with the tools, skills and behaviours required to provide a high quality, responsive service to all, including the vulnerable and those with complex needs.

Following 5-weeks of classroom based training for Work Coaches and 3-weeks classroom based training for Case Managers, staff undergo a number of weeks’ consolidation to assure their understanding and level of knowledge.

Each of the Jobs & Benefits office’s Work Coach teams are also supported by a Work Psychologist to improve their capability to better support people with a health condition or disability.

In addition to training, those delivering the Universal Credit service have access to an electronic database of guidance, Deskaids and Spotlights on specific topics.

Universal Credit training is reviewed on an ongoing basis to ensure it is refreshed or updated to align with any changes to policy and/or processes.