Statutory guidance

Chapter 1: Introduction and overview

Updated 21 November 2024

Introduction

1.01 People with mental health conditions have low employment rates and can fall out of work without the right support. The Access to Work Mental Health Support Service (AtW MHSS) is an essential element of the Department for Work and Pensions’ (DWP) support to individuals with a mental health condition. Its aim is to help more people to stay in work.

1.02 This DWP Programme-Specific Provider Guidance supports you, the Provider, in the delivery of AtW MHSS provision on behalf of the Secretary of State for Work and Pensions. It provides guidance on processes for the AtW MHSS programme and requirements, supporting the programme arrangements for delivery outlined in your MHSS Contract.

1.03. DWP has issued this AtW MHSS specific Provider Guidance and DWP Generic Provider Guidance to help provide you (and your sub-contractors, if applicable) with operational clarity and guidance.

1.04 This guidance must be read in conjunction with:

• Your MHSS Contract
• DWP Generic Provider Guidance, and Protection of Vulnerable Groups Scheme
• DWP IT Systems User Guidance
• DWP Supplier Code of Conduct

1.05 You must ensure that any organisations with which you have a sub-contractual relationship also have access to, and have read, this guidance.

1.06 If you have any questions which are not covered by this guidance, please raise them with your performance manager in the first instance.

Overview of the AtW MHSS

1.07 The AtW MHSS is one element of support offered by Access to Work, a discretionary grant scheme. AtW MHSS was established in December 2011 to improve the government’s offer for individuals who are at risk of falling out of work due to mental health conditions.

1.08 The AtW MHSS provides flexible and personalised non-clinical support for up to 273 days for individuals experiencing mental health conditions within the workplace.

1.09 The AtW MHSS is a confidential service which is delivered at no cost to the Customer or their employer and unlike other mental health services, the employer does not need to be involved if the Customer does not want them to be.

1.10 To receive AtW MHSS support, the Customer must meet the AtW eligibility criteria in Chapter 2 of this guidance. The AtW Service Delivery team will check eligibility for all individuals applying for AtW MHSS.

The DWP Customer Charter

1.11 DWP is committed to providing high-quality and efficient services to our Customers. The DWP Customer Charter sets out the standards that Customers can expect and what their responsibilities are in return.

1.12 DWP is dedicated to raising the standards of all our contracted provision and require all Providers and sub-contractors to embed the principles of the Customer Charter into the services they deliver on DWP’s behalf. The ‘shared promise on Customer care’ developed by the Employment Related Services Association and supported by DWP, makes the commitments given in the DWP Customer Charter more specific for welfare to work Providers and DWP expects Providers to support the commitments contained within it.

The Employment Provision Supplier Code of Conduct (“Code”)

1.13 The Code (as defined in your AtW MHSS contract) outlines the standards and behaviours that the government expects of all its Providers when they are working with government, and how Providers can help the government deliver for taxpayers.

1.14 Providers that have a contract with the DWP are expected to operate in accordance with the Code.