Claiming Unemployment Benefits - Operational Delivery Profession

Department

• Department for Work and Pensions (DWP)
Administers unemployment benefits, assesses entitlement, sets work-related requirements and issues payments.

• HM Revenue and Customs (HMRC)
Provides earnings and employment data through Pay As You Earn (PAYE) systems to support accurate entitlement decisions and help reduce error and fraud.

• Local Authorities
May provide additional support, including Council Tax Reduction and local welfare assistance.

Intent

To provide financial support to individuals who are unemployed or on a low income, while supporting return to work where appropriate.

Interaction

DWP supports claimants, when receiving and processing claims, verifies circumstances, agrees claimant commitments, and supports engagement with work-related activity where appropriate.

HMRC supplies real-time earnings information to ensure entitlement reflects current income and to support recovery of overpayments where they arise.

Local Authorities coordinate local financial support to citizens experiencing hardship, to help them stabilise their circumstances.

Responsibilities

Registering and maintaining claims, completing identity and eligibility checks

Ensuring awards reflect current circumstances and do not create misleading records

Supporting claimants to understand their requirements, with appropriate recognition of individual circumstance

Identifying and escalating safeguarding, fraud, or compliance concerns in line with policy

Maintaining accurate records, clear decisions, and secure handling of personal data

Collaboration

Organisation / Body	Role or Linked Process
Work Coaches, Employers and Training Providers	Support work search, skills development and sustainable return to employment.
Health Professionals	Provide medical evidence where health conditions affect work capability and work-related requirements.
Housing and Homelessness Prevention Teams	Coordinate support to prevent rent arrears, eviction and homelessness.
Safeguarding, Fraud and Compliance Professions	Protect claimants and public funds through risk identification, support, and investigation.
Appeals and Tribunal Services	Provide independent oversight for disputed decisions and ensure procedural fairness.