The Scottish Government

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ISBN 978 0 7559 8143 4
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Contents

Acknowledgements
Introduction to the Manual
About the Standards
Passporting
Defining Information and Advice

Section 1 The Organisational Standards

Standards in Summary

The Standards
General Management Standards
Standards for Planning
Standards of Accessibility and Customer Care
Standards for Providing the Service
Standards Around Competence
ResourcIng Standards

Section 2 Competences for Advisers and Agencies

Introduction

1 Generic Competences
1.1 Effective Interviewing
1.2 Recording and Managing Casework
1.3 Time Management
1.4 Legal Research and Feedback
1.5 Form Completion
1.6 Effective and Appropriate Referrals
1.7 Negotiation
1.8 Representation and Litigation
1.9 Information Technology
1.10 General Benefits Checking, Income Maximisation and Information Gathering (in housing debt and housing affordability cases)

2 Housing Specific Competences
2.1 Rent Arrears
2.2 Mortgages/Secured Loans
2.3 Housing Benefit and Council Tax Benefit
2.4 Disrepair in Rented Housing
2.5 Housing Options
2.6 Discrimination in Housing
2.7 Eviction
2.8 Anti-Social Behaviour
2.9 Harassment and Illegal Eviction (including Race Discrimination)
2.10 Homelessness
2.11 Relationship Breakdown
2.12 Rent: Private Sector
2.13 Security of Tenure
2.14 Statutory Tenancy Rights
2.15 Repair and Improvement Grants

3 Money and Welfare Benefits Related Advice Competences - Foundation Knowledge
3.1 Administrative Structure of the Benefits and Tax Credits Systems
3.2 National Insurance Scheme
3.3 Claims and Backdating
3.4 Decision-Making, Revisions, Supersessions and Appeals
3.5 Benefit and Tax Credit Overpayments
3.6 Assessment, Initial Decision-Making and Holding Activity in Debt Cases

4 Money and Welfare Benefits Related Advice Competences - Specialist Areas
4.1 Means-Tested Benefits
4.2 Housing Benefit and Council Tax Benefit
4.3 Tax Credits
4.4 The Social Fund
4.5 The Impact of Work on Benefits
4.6 Child Benefit and Guardian's Allowance
4.7 State Retirement Pension
4.8 Disability Living Allowance and Attendance Allowance
4.9 Benefits for People who are Incapable of Work
4.10 Benefits for Work-Related Illnesses and Disabilities
4.11 Benefits for Veterans
4.12 Carers Allowance
4.13 Jobseeker's Allowance
4.14 Benefits for Maternity, Paternity and Adoptio107
4.15 Bereavement Benefits
4.16 Benefits for People in Public Care
4.17 Benefits for Students
4.18 Benefits for People from Abroad and/or who are Subject to Immigration Control
4.19 Ancillary Benefits
4.20 Financial Statements
4.21 Liability for Debts, Extortionate Credit, Unfair Contract Terms, Unenforceable Debts, Creditor Malpractice, Codes of Practice, etc
4.22 Identifying and Agreeing Options in Debt Cases
4.23 Negotiating and Making Offers to Creditors
4.24 Diligence, Diligence Stoppers and Court Proceedings
4.25 Bankruptcy and Sequestration, Voluntary Trust Deeds
4.26 Recalls and Appeals against Court Decrees and Orders
4.27 Utility Debts
4.28 Local and National Tax Debts
4.29 Rent Arrears
4.30 Mortgages and Secured Loans
4.31 Civil and Criminal Fines and other Financial Penalties
4.32 Business Debts

Section 3 Good Practice Guidance

Introduction

General Management Standards
Standards for Planning
Standards of Accessibility and Customer Care
Standards for Providing the Service
Standards Around Competence
Resourcing Standards

The right(s) of Michael Bell, Sue Lukes and Stephanie Sexton to be identified as the author(s) of the May 2000 edition of this work has been asserted by them in accordance with the Copyright, Designs and Patents Act 1988.

A Quality Assurance Framework for Agencies involved in
• Debt Counselling
• Housing Information and Advice
• Income Maximisation
• Money Advice
• Welfare Benefits Advice Services

Incorporating Performance Indicators, Competences for Advisers and Good Practice Guidance

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