I'm knowledgable bacuase I have informed myself, in order to act as an informal advisor to others, as the CAB here is very difficult to get an appointment with. Not all my friends are able to know what to do when their life goes tits up.
I have had 3 friends made redundant recently. From jobs that were not well paid, so they had no savings. Which left them at risk of homelessness, as NONE of them were aware that they could claim Housing Benefit to either cover their rent while they were looking for other work, and in one case, to claim mortgage relief to cover their interest payments so that they didn't lose their home. None of them could get an appointment with the CAB for over 6 weeks.
If the DWP would employ me PT, and I could find childcare for my DD, then I would have no hesitation taking a job there - IMO I know more about things than quite a few of the employees there, as the training is so dire, and most of them have NO knowledge of the Welfare Reform bill, for starters. Let alone the complex current arrangements wrt Carer's Allowance. And not ONE of the advisors in my local Jobcentre Plus OR their managers in the office in Basildon knew what would happen if you were too well for disability benefits, but too disabled for Jobseekers allowance.
I had to discover for myself that this was a MASSIVE loophole in the system that a HUGE number of people will fall through. I originally brought it up with the DWP in 2009 - LONG before anyone else had realised that this was a massive gap left in the system by the change-over from Incapacity Benefit (IB) (which I was in receipt of at the time), and Employment and Support Allowance (ESA). Apparently, I was literall the first customer in the COUNTRY to have raised that query. And the minute I was turned down for ESA (my claim for IB was in the process of being 'migrated'), and I filled in a claim form for JSA, it occured to ME. Yet not one of the people in the JCP had a clue about it.
It turns out that it IS a massive gap in the system - you can actually be left with NO benefits if you fall BETWEEN the two groups. And it is STILL a massive issue, which hasn't been resolved, and the Jobcentre staff AND managers STILL don't have an answer for that. I asked 6 months ago when I was last in there, and I will be asking again in a week and a half, because it WILL affect me in the near future.
So yes, I know a lot about the 'system'. But that is because I have had to educate myself about it. I have HAD to do that because I have had bad experiences with the 'system'. Like being misinformed about ESA appeals - I was turned down, and I asked for an appeal, and only got a 'reconsideration'. Which is done by the same team as turned down your original application. NOT by an independant tribunal. At the time I was told WAS an appeal. It was only when it was too LATE for me to have a proper appeal by tribunal that the JCP staff informed me that I should have appealed to a tribunal in writing, rather than telephoning and ASKING for an appeal...
So, to surmise - if you rely on the 'system' to eat and cover your other expenses, in particular to do with a disability - you NEED to be well informed. And if you aren't well informed - you need to hope that you KNOW someone who IS.
And for my friends - I am that person.