The Forces in Mind Trust (FiMT) has published its formal response to the Government’s Pathways to Work consultation, highlighting the need for greater understanding, consistency, and empathy within the UK benefits system for former members of the Armed Forces.
The Pathways to Work consultation sets out the Department for Work and Pensions’ (DWP) proposed reforms to health and disability benefits and employment support. Drawing on seven years of research, FiMT’s submission calls for a more veteran-aware system that actively reduces barriers to work while safeguarding vulnerable individuals.
Understanding the military journey
Central to FiMT’s response is the University of Salford’s Sanctions, Support and Service Leavers study, which examines the experiences of ex-Service personnel as they engage with the UK’s benefits system. The latest report, Navigating the minefield, found that many veterans were unclear about expectations placed on them when accessing support, with some being pushed towards unsuitable or insecure jobs by Work Coaches unfamiliar with military careers.
FiMT welcomed proposals that allow individuals to try work without fear of losing their benefits, provided the approach is tailored and appropriate. However, the Trust stressed the need for DWP staff – particularly Work Coaches – to better understand Armed Forces backgrounds and the highly transferrable skills veterans bring with them.
“Misunderstanding creates mistrust”
The report found that a lack of Armed Forces knowledge among some Jobcentre Plus (JCP) staff could lead to frustration and feelings of injustice, particularly when veterans were directed towards roles misaligned with their capabilities or long-term goals.
FiMT is calling for improved training for Work Coaches and a more personalised approach to matching ex-Service personnel with employment opportunities. This includes greater use of discretion and a better understanding of physical and mental health factors associated with military service.
Strengthening the Armed Forces Champions network
FiMT also praised the role of Armed Forces Champions – specialist DWP staff who offer tailored support to veterans – but raised concerns about inconsistent delivery, short-term funding and geographical coverage. The Trust has urged the DWP to review and expand the Champion network, embedding it permanently with sustainable funding to ensure veterans can access support wherever they live.
Trauma-informed care and safe environments
Acknowledging the complex and often traumatic backgrounds of some veterans, FiMT stressed the importance of trauma-informed care. Research participants reported both positive and negative experiences, depending on how interactions with DWP staff were managed.
Some veterans described feeling anxious or unsafe in crowded offices or when privacy was not respected. Others praised Work Coaches who demonstrated empathy, adjusted expectations appropriately and took time to understand individual circumstances.
FiMT is calling for continued training in trauma-informed practice, alongside improvements in physical environments and communication methods to reduce stress and build trust. The Trust emphasised that dignity, privacy, and choice must underpin all interactions.
Welcoming the ‘support conversation’
FiMT supports the introduction of a new ‘support conversation’ within the benefits system to help claimants explore employment, training or health options suited to their circumstances. The Trust notes that many veterans responded positively when treated as the experts in their own experience – particularly when given agency and understanding during support discussions.
The Trust recommends flexibility in communication methods, allowing claimants to choose how they engage with DWP staff. It also highlights the need for awareness around how correspondence may be received and understood by individuals who may be dealing with stress, anxiety or health concerns.
Conclusion
FiMT’s response makes clear that supporting veterans into civilian employment is not simply a matter of policy design, but of delivery, empathy, and understanding. Its recommendations to the DWP include:
- Expanding and securing the Armed Forces Champion network.
- Training Work Coaches in Armed Forces literacy and trauma-informed care.
- Creating safe, supportive environments for in-person appointments.
- Promoting tailored employment advice and avoiding a one-size-fits-all approach.
- Enabling flexible, choice-led communication and support methods.
As the Government considers its next steps, FiMT’s evidence reinforces the importance of a benefits system that truly understands and supports those who have served.
Read more about the Sanctions, Support and Service Leavers project at: www.fim-trust.org
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