Jim has worked at ICANN for around 3 years, supporting people through the benefits application and assessment process. He has a wealth of experience, and is sharing a little about his role.
I worked in welfare benefits advice for over 30 years, helping and advising people to claim the benefits that they are entitled to. I really liked this work, and I enjoyed meeting and getting to know a wide range of interesting and likeable people.
From advice to advocacy
Three years ago, I moved from advice work into community advocacy. Essentially, what I do is help people get their case across to the Department for Work and Pensions. This includes activities such as accompanying someone to their Personal Independence Payment health assessment. For most of us, an event like this is daunting and is something that we have not experienced. Important decisions about benefit entitlement hinge on the outcome of these assessments so they are significant events. Successfully claiming a benefit like Personal Independence Payment can make a big difference to someone’s life!
I tell all my clients that I am not there to try to take over the assessment, put words in their mouth or answer questions for them. What I am there for is to help them get across what they want to say, supporting them through the experience before, during and after.
Telephone assessments – the new normal!
Before COVID, all my assessments, appeals and other work were done face to face. Now, most assessments take place by telephone, and this now looks to be a permanent feature of the process. My role doesn’t change whether the work is telephone based or face to face. I am still there to support my client and help them get across what they want to say.
The level of support each client needs varies. For some people, a light touch is all that is needed, I stay in the background listening and willing the client on. For others, getting their experience across is an ordeal and my role becomes more active, prompting, reminding and frequently providing reassurance.
Self-care is crucial
Whatever the assessment or work is, I am nearly always exhausted by the end, which is obviously only a fraction of what our clients must feel. My go to recovery drink is always a cup of tea – and apologies to fellow residents of my adopted home of Lancashire, nothing beats a cup of the Yorkshire stuff.