PARLIAMENTARY WRITTEN QUESTION
(15 September 2025)

To ask the Secretary of State for Work and Pensions, what training his Department provides to (a) Universal Credit agents and (b) Work Coaches on communicating with claimants who have learning disabilities or mental health conditions when responding to messages via (i) online journals and (ii) telephone.

Asked by:
Sarah Gibson (Liberal Democrat)

Universal Credit agents and Work Coaches receive a range of training to equip them to support customers with health conditions, learning disabilities, and additional or complex needs throughout their role.

Key training includes:

• Mandatory mental health learning – 2-day course for all customer contact roles, including a focus on communication methods.
• Induction/onboarding training – New starters at DWP receive training to support customers with additional needs and mental health conditions as part of their technical learning journey.
• Refresher learning - (optional, on-demand) point of need learning to support customers with learning disabilities and mental health conditions.
• Training is available at points of need to support continuous development throughout their role.

Answered by:
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