Macmillan Annual Report 2006/07
Macmillan Welfare Rights Officer
Annual Report 2006/07
Welfare Rights Service
This post was developed in partnership with Tameside and Glossop Primary Care Trust and Macmillan Cancer Support. Funding was originally obtained for an 18 hours a week post in 2003 from the New Opportunities Fund (National Lottery). The present postholder took up post in October 2003. Supplementary funding was obtained from Macmillan Cancer Support in 2004, which allowed the post to be delivered for 30 hours a week. The Lottery funding ceased in October 2006. Macmillan Cancer Support are now supporting the post for 30 hours a week until December 2007.
A National Audit Office report in 2005 found that 77% of cancer patients had not been given any information about financial benefits 1 , even though half of this group would have liked such advice. A further report, commissioned by Macmillan Cancer Support, presented the findings of a study they commissioned to explore the experiences of cancer patients when claiming Disability Living Allowance and Attendance Allowance 2 . The key recommendation of this study was that specialist benefit advice should be provided to cancer patients.
Activity and Outcomes
The Macmillan Welfare Rights Officer is based within Tameside Council's Welfare Rights Service. The service provides supervision, support and monitoring of casework to the Legal Services Commission specialist quality mark standard. This post receives referrals from health and social care professionals, and delivers advice by phone, email, at office and home appointments. The work is focussed on maximising the income and minimising the indebtedness of customers with a cancer diagnosis and a poor recovery prognosis. The postholder also receives clinical supervision from Macmillan Cancer Support.
In addition the officer acts as a consultant to the generalist Welfare Rights Service, who may also have clients with a cancer diagnosis.
During the year April 2006 - March 2007 the Macmillan Welfare Rights Officer opened 113 case files and obtained an extra £312,088 in annual income for clients, and £59,636 in lump sum payments.
These outcomes are an example of the results of integrated joint working with the Primary Care Trust and have been showcased by Macmillan Cancer Support. Similar posts have now been established in Manchester, Stockport and Oldham. The officer works as part of Tameside's palliative care team consisting of Macmillan Nurses and District Nurses - the main sources of the referrals. Their support is invaluable and provides the Macmillan Welfare Rights Officer with an introduction to the customer. Much of the work is assisting with form completion and then ensuring all benefits are then paid to the claimant - navigating the complex pathways between, and within, government departments e.g. Department for Work and Pensions (DWP) and Her Majesty's Revenue and Customs (HMRC) can be very time consuming.
Customer Feedback
Here is how some customers found our service -
"I wish I had contacted the Macmillan Welfare Rights officer sooner. I would not have missed so much sleep worrying about money"
"Just to say thank-you very much to [the Welfare Rights Officer]. She worked hard for me at a bad time where I didn't know where to start. Thank you again."
"I had the best for anything small or big and the [Welfare Rights Officer] who looked after me was the best by any length. Always there if I called and if she was not in she would return my call as soon as she could. All with thanks."
"It was very nice to have someone to talk to and help through the minefield of claiming benefits. Our thanks go out to [the Welfare Rights Service] and the rest of the team who helped us."
"I had intended to write separately in praise of [the Welfare Rights Officer's] empathy and professionalism but the arrival of this form provides me that forum. She came into our lives at a particularly 'black' time and the contrast between her enthusiasm and the disinterested, in fact disgusting response from the D.S.S. were to put it mildly stark - I cannot think of a way to improve upon the service (too inadequate a term) she provided."
"May I extend a big thank you to [the Welfare Rights Officer] for her help and setting in motion the benefits that I could receive. These were successful. All I can again say is thank you very much."
"[The Welfare Rights Officer] was a most helpful and friendly person to deal with."
" I am very happy and satisfied with your service and have told people around how useful it is to get help and advice. Your Welfare Rights Officers are doing their job very well."
" The service I received from [the Welfare Rights Officer] was excellent, very efficient, very caring and kind. She helped me through a very stressful time and got everything sorted for me."
"Service is very good - particularly for the many people who do not realise or understand what benefits they are entitled to claim for."
Case Study 1
Mr. T, aged 59 was diagnosed with cancer. He lived with his wife (whose father had just died)
The Macmillan Welfare Rights Officer assisted Mr and Mrs T to claim:
- Funeral Grant,
- Council Tax Benefit,
- Carers Allowance (Mrs. T),
- Disability Living Allowance,
- Income Support,
- Income Support Mortgage Payments,
- "Have a break" Grant,
- Blue Badge Form and
- Radar Key.
As a result of the intervention of the Welfare Rights Officer the following extra payments were made:
- £105.70 Disability Living Allowance
- £18.21 per week Council Tax Benefit (and £350 in arrears),
- £87.63 per week Income Support (and £1314.76 in arrears)
- (£40.88 Income Support originally awarded. However after investigation by the Macmillan WRO she discovered a premium had been missed off in error),
- £542.09 Funeral Grant,
- £14.00 per week Income Support mortgage payments and a blue badge.
In total £225.74 per week extra was awarded in benefits, plus £2206.85 in one off payments.
Case Study 2
Mrs C, aged 39, was diagnosed with Breast Cancer with a poor prognosis. She lived with her husband and 2 children. Her income was £80 per week earnings (15 Hours a week), £29.15 per week Child Benefit, £8.30 per week Tax Credits and her husband earned £1200 per month.
Total Income was therefore £394.37 per week.
The Macmillan WRO assisted Mrs C to claim Disability Living Allowance, an increase in Tax Credits, a "Have a Break" Grant and a Blue Badge.
As a result Mrs C received a £10 per week increase in Tax Credits, Disability Living Allowance worth £105.70 a week, a "Have a Break" Grant of £250 and a blue badge.
Case Study 3
Mr W, aged 63, was referred on 28/09/05 he had lung cancer with a poor prognosis. He lived with his wife. Mr W's earnings were reducing to £153.00 pw (including SSP) and Disability Living Allowance £102.90. His wife was receiving £26.00 pw. State pension.
Total Income was therefore £281.90 per week.
The Macmillan welfare Rights Officer assisted Mr W to claim Tax Credits, Carers Allowance and a "Have a Break" Grant from the Carers Centre. Mr W's employer decided then not to reduce his earnings and to keep him on full pay of £292.30 pw continuously. The WRO then advised him to inform tax credits of his new earnings and to make a further call when his SSP stopped, as he would no longer be entitled to any award.
The result of this was that Mr W was awarded £38.46 Tax Credits. Mrs W was awarded £19.70 Carers Allowance and they received £300 Grant.
In total £58.16 per week was awarded in benefits along with a £300 Lump sum.
Mr W contacted the Macmillan WRO again on 14/07/06. He had contacted Tax Credits on a number of occasions when his SSP stopped. However they had refused to stop paying him stating that he did have entitlement because he was still being paid full pay by his employer.
The Macmillan WRO contacted tax credits herself and the officer again refused to accept that Mr W. was not entitled and wouldn't stop the benefit. The Macmillan WRO persisted and spoke to a supervisor who eventually conceded that there was no entitlement and stopped the benefit. However the result of this was a £1300 overpayment. The Macmillan WRO wrote challenging the overpayment.
Mr W died 18/11/06 and there was still no decision from Tax Credits. Mrs W. at this point was very stressed by the debt and decided to pay it. The Macmillan WRO offered to look at other benefit entitlement but Mrs W didn't want to pursue any other benefit even if entitled.
The Tax Credits decision to recover overpayment was reviewed on 18/1/07 and they agreed to pay £1300 back to Mrs W. However on 21/2/07 Mrs W rang Macmillan WRO again to say that she had not received anything. Eventually they were able to negotiate a cheque for the £1300 outstanding amount.
Feedback from Health Professionals
"Patients and their families are extremely pleased with the speed and effectiveness of the input from the Macmillan Welfare Rights Officer."
"It has eased the burden on the Macmillan nurses"
"It has raised the profile of Macmillan in a very positive way"
"It has helped patients and carers which considerably reduces their stress."
"The knowledge that, as a multi- professional team, we are offering patients/clients a holistic service is re-assuring to me. Having this service has meant that I can refer easily. Patients often ask me about benefits and it has been invaluable having such a post as I no longer have to concern myself with issues I know little about"
"It has made me feel that we are able to offer help and advice to a group of needy people where previously I am very aware that I am not able to provide help and advice for that need myself. It has aided the provision of a 'seamless service' in this aspect of care as I have a person that I know that I am able to refer to."
"Excellent feedback. Patients were surprised at what they could claim. Response from Welfare Rights Officer has been prompt and efficient."
"A welcome personal touch, felt by patients/relatives."
"Enabled me to provide holistic care to patients. The impact on patients/families of the cancer diagnosis is felt at every level. If financial concerns can be addressed, that has to be a huge asset."
"Excellent service given to patients/clients who are already under stress."
- Tackling Cancer: improving the patient journey - www.nao.org.uk/publications/nao_reports/04-05/0405288.pdf
- Access Denied - www.macmillan.org.uk/abetterdeal/accessdenied.htm
| Contact Information | |
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 Send us a Message |
 Belinda Barlow Macmillan Welfare Rights Officer Tameside MBC Council Offices Wellington Road Ashton under Lyne Lancs OL6 6DL View local map 
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 Benefits Hotline Freephone
0800 0749985 Monday, Wednesday and Thursday 9.30am - 12.30pm |
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Registered office: 89 Albert Embankment, London SE1 7UQ