Customer Service Centre Shared Managed Services Serco Internal

Customer Service Centre Shared Managed Services Serco Internal

Disabled Parking Badges – What we will cover ● ● ● How to apply? What documents do I need? Who qualifies for a blue badge? Auto Entitlement Assessed badges Under 3’s Organisations Replacements Appeals Blue Badge Misuse Advisor Role Serco Internal

How to apply ● ● Apply online via www. hertfordshire. gov. uk/bluebadge ● ● ● All applications must include supporting documentation and photo ● Cost of a badge is £ 10 – Only paid once application is approved. Hertfordshire has it’s own online form which only Hertfordshire residents can use. Please do not send applicants to the gov. uk website. Supporting docs no longer need to be certified When applying online documents and photo can be attached and submitted Alternatively documents can be sent in the post or via email Apply via paper application, sent out from Fulfilment Application takes up to 6 weeks and can be up to 8 weeks if Face to Face assessment is needed Serco Internal

Supporting Documents ● Proof of ID (Birth/Marriage/Divorce/Change of Name certificate, Passport, Driving Licence) ● Proof of Address (Council Tax bill, Driving License, DWP letter, Pensions letter, hospital/GP letter) ● ● ● We do not accept utility bills or bank statements as proof of address ● Queries can be sent to blue. badge@hertfordshire. gov. uk If sending proof, please only send photocopies. Documents should be sent with application. If using paper form send altogether to Phoenix House, if online these can be attached as part of the application. Serco Internal

Who qualifies for a badge ● You will qualify automatically if you: Registered Blind Receive Higher Rate Mobility of Disability Living Allowance (HRM) Receive 8 points or more under mobility component of Personal Independence Payment (PIP) Receive War Pensioners Mobility Supplement Receive a lump sum under the Armed Forces Compensation scheme ● If you do not qualify automatically you will be assessed based on your medical condition and how it impacts your mobility Serco Internal

Auto Entitlement – Section B ● Provide proof of receipt of one of the benefits that qualifies you automatically ● Photocopies are preferred, original docs are NOT sent back (unless requested) ● ● Badge issued only to the end date of the benefit (HRM and PIP) ● Proof of Benefit can be obtained by contacting DWP If no proof of benefit then an assessment can be made if the form has been completed Serco Internal

Assessed Badges – Section D ● ● ● Assessment is based on information provided on application and any supporting docs. Desktop assessors may contact applicant for further information Assessment ends in a score which determines if badge is issued or not 0 – 7 Application Rejected 8 – 9 Sent to IMA 10+ Application accepted ● IMA – Independent Mobility Assessor. Qualified OT who will assess badges that score 8 -9. Assessed on desktop or via Face to Face assessment ● ● Lagan cases may be assigned to IMA. Any calls for her send message to BB team If applicant is terminally ill (life expectancy of 6 months or less) Badge is processed as soon as it is received Serco Internal

Children Under 3 ● Children under 3 qualify if their condition means that they need bulky medical equipment with them at all times ● Need to be kept near a vehicle at all times either for treatment or taken to a place where they can be treated ● Only issued until day after the child’s 3 rd Birthday, then a renewal needs to be issued (parents will need to make a renewal application) ● ● ● Parents to supply proof of ID for CHILD (BC or PP) Parents to supply proof of address for themselves (where the child lives) Applications for U 3’s that are made online, do not appear in Lagan. Serco Internal

Organisational Badges ● Organisational badges are issued to organisations that care for and transport people who would themselves qualify for an individual Badge ● ● Applications can be made online via www. hertfordshire. gov. uk/bluebadge ● Organisational badge applications are NOT found in Lagan. Contact the BB team to find out progress of applications ● ● ● Organisational Badges last 3 years Paper applications can be sent out from Fulfilment or downloaded from website Cost of badge is £ 10 Payment taken over phone Serco Internal

Replacement Badges ● Replacement applications used for badges that are lost, stolen, damaged/faded or where there is a change of name ● ● ● ● Replacement application forms sent from fulfilment ● Payment taken over phone Cost of replacement badge is £ 10 Report lost/stolen to Police for crime ref no. Badges processed quickly as no assessment is needed Replacement badge expiry date will be the same as the old(replaced badge) Replacement badge applications are not found in Lagan Once processed letter is sent requesting payment so If caller rings to say they have received a letter for a replacement badge, just take payment via lagan Serco Internal

Appeals ● ● ● ● If an application is rejected the applicant has the right to appeal If rejected by Desktop Assessor, the appeal is processed by the IMA If rejected by IMA appeal is processed by Senior OT not in CSC Appeal needs to be made within 28 days of receipt of the rejection letter When heard by Senior OT decision is final Appeal needs to be made in writing either white mail or email Appeals should be heard within 2 weeks Serco Internal

Blue Badge Misuse ● Any calls or enquiries about misuse of a Blue Badge should be escalated to – Shared Anti Fraud Service (SAFS) ● ● SAFS number is 0300 123 4033 Parking issues should be directed to Local District Council’s parking enforcement teams Serco Internal

Advisor Role ● ● ● ● ● Send out application forms via lagan Take payments over the phone Advise what can be used as Proof of ID and address Advise on usage of blue badge Check progress and receipt of documents and photograph Send accurate message to BB team Escalate calls to BB team when requested Reassure of process being in hand Be assertive in answering requests for speeding process up Show empathy to applicants who are distressed/unhappy Serco Internal

BB FAQ’s ● ● ● Have you received my application? When will my badge be processed? How long does it take What is the status of my application? Can my application be fast tracked? (sped up) I have not received my badge but I paid “X” days ago My condition is ……… can I get a badge? How longs does the badge last for? How much does it cost? Why do we not get reminder notices Why do we have to keep reapplying Serco Internal