Live running memo 19: Revised Customer Service Standard 3 (CSS)
Updated 12 November 2021
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Dear local authority,
The RPC Programme’s approach is to continuously review the ongoing delivery to improve the provision.
Following requests from external stakeholders, the Department for Work and Pensions (DWP) has decided that the following changes apply to Reducing Parental Conflict Provider Guidance:
Customer Service Standards
The current CSS3 states: For 100% of cases, within 5 working days of the initial assessment (IA) or within 25 working days of a referral; an intervention plan (IP) must be agreed and signed by the Participant and Provider which details attendance and start date of the chosen intervention and a copy of the intervention plan sent to DWP and the Local Authority Single Point of Contact (SPOC).
With effect from 1 April 2021 CSS3 now states:
For 100% of CSS2 cases, within 10 working days of the initial assessment (IA) an intervention plan (IP) must be agreed and signed by the Participant and Provider which details attendance and start date of the chosen intervention and a copy of the intervention plan sent to DWP and the Local Authority Single Point of Contact (SPOC).
Summary and action
Updated Provider Guidance will be with you shortly, but these changes are to be implemented with effect from 1 April 2021.
Further information and contact details
If you have any queries about this live running memo please contact your PM in the first instance.