Professionalism in Decision Making and Appeals (PIDMA)
Delivering a first class service to Disability Living Allowance (DLA) and Attendance Allowance (AA) customers
Pauline Thompson, Head of PIDMA, talks about the introduction of an innovative work based learning programme in the Disability and Carers Service (DCS). The programme leads to accreditation and higher education awards for DLA/AA decision makers (DMs) and their HEO DM Managers, and it is beginning to make a real difference in raising standards in decision making.
The PIDMA programme has been designed and developed by DCS in partnership with the University of Chester. It also ties in with the wider government agenda for professionalism across government and the Higher Education/employer engagement programmes.
The programme's overarching objective is to significantly improve standards in DLA/AA decisions and follows a work based learning approach where 'students' evidence their practice, building on existing knowledge. Emphasis is placed on gathering and evaluating disability related evidence, impairment awareness and customer service, with a leadership focus for the HEO DM Managers. A key part of the programme is supporting DMs and their HEO DM Managers to develop critical thinking skills by reflecting on their decision making practice, experience and learning.
The PIDMA programme is made up of different learning modules; the number completed depends at what level, either foundation, higher or advanced, a 'student' is required to study.
Benefits already seen include an increase in DMs' confidence and competence, with improvements in obtaining, analysing and assessing the right evidence, impairment knowledge and the effects on customers' lives.
The HEO DM Managers have validated their personal decision making capability, impairment knowledge and customer focus, as well as increasing their confidence in their own leadership style, including feedback and coaching skills. The identification of risks and trends in customer data has also been an important part in the programme for the HEO DM Managers.
Year-on-year evaluation of the benefits of PIDMA for customers, staff and the business is a feature of the programme. Early findings confirm that benefits are being realised and this will be used in future evaluation to measure any changes as a result of the roll out of PIDMA.
Pauline says, "this is a real investment in staff who are making decisions every day which directly impact on disabled people's lives. I am impressed by the hard work and dedication of those 50 'students' who have been accredited so far and are delivering a first class service to our customers."
There are a further 90 students undertaking the programme, which is currently rolling out at the Disability Contact and Processing Unit in Blackpool.