<p>We have taken steps to increase staff awareness of the mental health difficulties that may be experienced by our customers, so they can direct them to further support at any stage of the claimant journey. For example, we introduced mental health training for UC Work Coaches in late 2017. This learning was paused as a COVID easement and retrofit delivery is now being rolled out.</p><p> </p><p>In 2021 we reviewed the learning alongside external experts and psychologists to enhance the offer. The learning is mandatory and aims to help our colleagues better support claimants who may present with mental health issues/unexpected behaviour by exploring their impact on customers, the steps needed to build relationships and learning how to respond appropriately to customers’ needs. This learning includes the opportunity for colleagues to practise the skills they have learned during the training, the length of which is over a two- and a half-day period.</p><p> </p><p>Whilst our learning products do not go into specific mental health conditions, we do provide the tools to support staff to engage with claimants with underlying conditions and signpost to more specialist services.</p><p> </p><p>The department is constantly learning, and work is ongoing to strengthen guidance and training as part of continuous improvement activities, ensuring colleagues have the necessary tools and confidence to support these customers.</p><p><br></p>