Social Security Scotland has introduced a new text message service to help people avoid missing important phone calls about their benefit applications and payments.
People who are due to receive a scheduled call will now be sent a text message shortly beforehand to let them know someone from Social Security Scotland is about to contact them. The devolved benefits agency said the new system should make it easier for people to recognise its phone number and know that an incoming call is genuine.
It could also help prevent delays to benefit applications, with Social Security Scotland reporting that early feedback indicates the service is already reducing the number of missed calls.
Agency explains how the new service works
Announcing the change in its latest stakeholder newsletter, the agency said: "Shortly before an arranged call, people will receive a text message letting them know that someone from Social Security Scotland will be calling."
"This should help clients recognise our phone number and encourage them to answer the call. We want to ensure people do not miss important conversations about their application or benefits."
It added: "Early feedback shows that the new service is reducing the number of missed calls, allowing us to progress applications."
How to tell if a Social Security Scotland message is genuine
The introduction of the text alerts comes with a reminder for people to remain vigilant about unexpected calls and messages claiming to relate to their benefits.
Social Security Scotland stressed that it will never ask people for personal passwords or online banking security details.
Anyone who receives a message or phone call they are unsure about is advised to contact Social Security Scotland directly rather than providing information to the caller.
The distinction is particularly important because the new text service relates to scheduled calls. The message is intended to give people advance notice that an arranged call from the agency is about to take place.
Help with benefit applications
Social Security Scotland also provides free and confidential help to people applying for devolved benefits.
The benefits agency administers a growing range of payments in Scotland, including Adult Disability Payment, Child Disability Payment, Pension Age Disability Payment, Scottish Child Payment and Carer Support Payment.
Its local delivery service can provide support with applications and answer questions about the application process.
The new text alert service is designed to complement that support by reducing the risk that an application is held up because an important scheduled conversation has been missed.
Anyone concerned about whether contact they have received is genuine can call Social Security Scotland directly on 0800 182 2222, rather than responding to a suspicious message or providing personal or banking security information.
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.
