The Department intends that the support provided by the Access to Work scheme is tailored to a worker’s individual needs and its case managers engage with the specifics of each case, meaning the process is resource-intensive.36 The Department told us that case managers had to make difficult decisions – they had to look at the application in great detail and understand the nature of the customer’s disability and the work environment they were operating within. This work required great skill and often a conversation back and forth with the customer and their employer.37