HB/CTB & Customer Services – 3 days
About this course:
This course is designed to provide delegates who have little or no knowledge of benefits with an understanding of the principles and practices of benefits in general and to deal competently with the requirements to verify claims and evidence.
Learning outcome:
By the end of this course, each delegate will have a full understanding of the rules surrounding the verification of claims and will be able to carry out the administration and verification of HB/CTB applications and supporting information.
Suitable for:
This course has been designed for those who are new to benefits and also of value to other local authority staff as an aid to multi-disciplinary understanding.
- Customer Service Officers
- New starters to benefits
- Clerical Officers
- Visiting Officers
Content:
Day 1
- Overview of welfare benefits and tax credits
- Means /non means tested benefits?
- Income support/JSA(IB)
- Basic rules to state benefits
- Overview of housing benefit and council tax benefit
- What does HB pay for?
- What does CTB pay for?
- Making a claim for benefit
- Date of claim and backdating
- Calculating HB/CTB
- Rent and council tax
- Income and capital
- Household composition & applicable amounts
- Non-dependant deductions
- The calculation
Day 2
- Changes in circumstance
- Changes to income
- Change of address
- Changes to non-dependants
- Death of the claimant
- Overpayments of benefit
- How they occur
- Classification of overpayments
- Overpayment recovery
Day 3
- Evidence and supporting information
- Interventions
- Identity and NI No
- Evidence of income, rent and changes
- How evidence is requested
- Fraud
- Types of fraud and some indicators to look out for
- Data Protection
- What is it?
- Principles of data protection
- Disclosure of data
For more information about our training services please call us on 0800 072 9844 or email us.