People receiving devolved benefits in Scotland may now get a text message before an important phone call about their claim as part of a change being rolled out this month. Social Security Scotland has expanded a service which alerts claimants by text shortly before they are due to receive a scheduled call from the agency.
Purpose of the new text alerts
The change is designed to make it easier for people to recognise that an incoming call is genuine and reduce the number of important calls that go unanswered. Social Security Scotland said research found people were more likely to answer at the first attempt when they received an advance text telling them to expect a call.
Concerns about scams mean many people are understandably reluctant to answer calls from numbers they do not recognise. However, missing a call about a benefit application can potentially slow down its progress if officials need to speak to the claimant.
Expansion of the service
The text service is now being expanded into more areas of Social Security Scotland, including local teams which provide support in communities and arrange appointments directly with clients. There are also plans to potentially use text messages to remind people when Social Security Scotland is waiting for information needed to support an application. This could help prevent claims being held up because supporting evidence or other information has not yet been provided.
Staying alert to scams
People receiving the new messages are also being reminded to remain alert to scams and know what information Social Security Scotland will and will not request. The agency said its advance texts are intended to tell clients when they should expect contact. Officials making telephone calls will continue to use a verification process to identify themselves.
Crucially, Social Security Scotland will never ask someone to provide personal or financial information by text or email, or ask them to reply to a text or email with those details. People should also never disclose passwords, PINs or online banking security information to someone claiming to represent Social Security Scotland.
Anyone who receives a call or message they are unsure about should end the contact and get in touch with Social Security Scotland themselves using the contact details on its official website. Social Security Scotland also provides free help to people applying for devolved benefits, with support available for people who need assistance completing an application. Full details can be found on MYGOV.SCOT.
