Decision Maker Training

The training package for new Decision Makers is designed to be flexible, modular, and tailored to the specific benefit area each DM will initially support – such as Universal Credit (UC), Legacy Benefits, Pensions, or Carer’s Allowance. This modular approach allows targeted training, ensuring each DM is fully knowledgeable before moving on to another area of learning.

All new recruits will begin with mandatory training and a basic Decision Maker overview, followed by modules specific to the benefit area relevant to their assigned benefit stream. Supporting this, the routeway is not fixed; it will be reviewed during each training event to determine whether a change in approach would be appropriate. Decisions to postpone certain modules will be based on current resource availability, existing skillsets, etc.

Once initial training is complete, DMs will enter a consolidation phase, where they receive mentoring in specific subject areas. This phase culminates in a Line Manager Assessment, which evaluates whether the DM has acquired the required knowledge and skills. This process may be supplemented with additional benefit area courses later, supporting the development of multi-skilled DMs who can work across different benefit streams.

This structured approach to training not only ensures that DMs are equipped with the knowledge and confidence required, but also supports both individual development and organisational efficiency. It emphasises quality decision-making and progression, aligning training delivery with business needs and fostering a workforce capable of versatile, specialist support.