Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what training is provided to universal credit helpline employees; and if she will make a statement.

DWP staff servicing the Universal Credit helplines have a three week facilitated learning period. This structured learning provides the skills and knowledge required to support them to answer claimant queries. Call agents may use aides to help effectively process the case and provide coaching for claimants about how to manage their online Universal Credit account. As we change processes, guidance is updated and provided to call agents at the appropriate time.