A new report outlines the positive experiences and barriers to support experienced by ex-Service personnel accessing the benefits system. The report brings together the final findings of seven years of research from the University of Salford, funded by Forces in Mind Trust.
Since 2017, researchers have heard from 108 veterans in a total of 298 interviews to understand their experience of the benefits and how changes such as the introduction of Universal Credit have affected them. Researchers have engaged with the Department for Work and Pensions (DWP) throughout the project.
Key Findings
The report identified some significant areas of progress. For instance, the introduction of designated ‘Armed Forces Champions’ to help with managing benefit claims, undergoing benefits assessments and accessing employment opportunities was seen positively by veterans. Armed Forces Champions’ ongoing support, check-ins and understanding of military life were all cited as factors behind positive experiences of the benefits system for ex-Service personnel.
However, the experience of Armed Forces champions was not consistent across different geographical areas, and the uncertainty of future funding of these posts undermined their positive impact.
In addition, ex-Service personnel were faced with challenges when using the benefits system such as delays in accessing medical records, a lack of clear guidance on the interaction between military compensation and civilian payments, and a feeling that they were not well-understood within the benefits system. The complexity of the benefits system could also often be exacerbated by a lower financial literacy in ex-Service personnel, who have spent less time in civilian life.
Recommendations
To address these barriers the report recommends reducing medical records delays through the implementation of the Ministry of Defence’s (MOD) Programme Cortisone, which aims to provide an integrated information system that will make Service health records more accessible. Meanwhile clear guidance that is consistent and sustained across the DWP, MOD and Armed Forces charities would help with misunderstandings and frustration with the interaction between civilian and military payments.
Previously, the research project had made the first ever call for a trauma-informed benefits system. Researchers found that some veterans had experienced trauma during their lives, some during their military service, and others either before or after. This report recommends ensuring a trauma-informed approach to benefits assessment is implemented by the new government: providing training, support and enough time for staff to take a personalised approach to their appointments with veterans.
A full list of the 16 recommendations on how we can help veterans navigate the benefits system can be read in the full report.
The report also includes a graphic novel
Project director Professor Lisa Scullion from the University of Salford said:
“Over the lifetime of the project, our research has helped support considerable progress in improving veterans’ experiences of the benefits system and through our interviews we can see more positive experiences over time. Although we welcome the positive measures that have been implemented already, there is still more to do to ensure that veterans are experiencing appropriate and consistent support in all their interactions – whether that be with assessment providers, work coaches or telephone staff.
“We look forward to continuing our engagement with the DWP to help ensure that the specific needs of veterans continue to be recognised and responded to – this includes our commitment to supporting the Department in their efforts to integrate trauma-informed approaches.”
Michelle Alston, Chief Executive of Forces in Mind Trust said
“Whilst most veterans transition out of the Armed Forces into employment, some may need to access the benefits system. It is positive that veterans have seen some positive changes but it is clear more work needs to be done to remove the disadvantages faced by this cohort as they navigate a complex system. Collaboration will be a key part of improving this transition and ensuring that ex-Service personnel do not face disadvantage when they leave the Armed Forces.”