By Karen Dunn, Specialist Benefits Advisor, Citizens Advice Staffordshire North and Stoke on Trent At VOICES the customer risk assessment process involves giving much consideration to a person’s levels of safety and wellbeing in addition to other risks identified and is termed a Safety and Wellbeing Assessment (SAWBA) in preference to ‘risk assessment’.   Each SAWBA identifies the level of risk to: the emotional well-being physical health of the customer risks associated with their substance misuse, behaviour, offending and homelessness / housing risks from others   The SAWBA also considers the financial capability for each person. These are all highly relevant factors for PIP and ESA claims and can be used to support entitlement and other criteria; for example:  evidence of why a customer is unable to attend an assessment and / or evidence of why a customer is unable to return a completed form in time.  The SAWBA includes information contained within each risk category that provides the reader with valuable context, background and history.  Being able to communicate a ‘bigger picture’ is particularly useful when medical evidence is not available. Once a SAWBA is completed I am able to use the information to prepare for my first meeting with the customer. It provides me with… Continue Reading