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4.2 Considerations when documentation has been lost or destroyed
R&C staff should adopt a flexible approach to the processing of claims and benefits for those people who have difficulties adhering to regular proof of identity (POI) requirements.
In accordance with Chapter 2.2.4 “Investigation of a Non-standard Proof of Identity Check” of the Compensation and Support Policy Library, if a delegate is satisfied that there are no doubts about a person's identity, they have discretion not to apply a full or modified POI check. This may be appropriate in times of emergency or situations of hardship.
For non-standard POI to be utilised, any combination or number of documents listed in the Category A, B and C lists and any other documents not listed may serve to identify the claimant and confirm their current residential address. In cases where clients are unable to produce any documentation, staff should interview the client and document in a file minute the details provided and results of any independent check which have been carried out.
Approval for a non-standard proof of identity check is at EL1 level or above. Cases should be carefully recorded as comments in VIEW, Defcare or Cadet. At an appropriate time in the future, clients may then be followed-up and contacted to replace non-standard POI documentation.
R&C staff should also approach questions around the provision of other documentation (including medical certificates, pay slips and work trial diaries) with similar flexibility and discretion where that documentation may have been lost or destroyed due to natural disasters or similar events.
Where an R&C staff member is in doubt about how to proceed with a particular case or communicate with a client in a specific situation, they should seek guidance from their team leader or manager.