Work and Pensions written question – answered at on 12 December 2005.
To ask the Secretary of State for Work and Pensions what instructions have been issued to Jobcentre Plus and Customer Management System staff on the advice they should offer to customers who state they are suffering financial hardship while awaiting an interview and processing of their claim.
holding answer
The administration of Jobcentre Plus is a matter for the chief executive of Jobcentre Plus, Lesley Strathie. She will write to the hon. Member.
Letter from Lesley Strathie, dated
The Secretary of State has asked me to reply to your question concerning the instructions issued to Jobcentre Plus and Customer Management System staff on the advice they should offer to customers who state they are suffering financial hardship while awaiting an interview and processing of their claim. This is something which falls within the responsibilities delegated to me as chief executive of Jobcentre Plus.
If a customer states that they are suffering financial hardship during the inbound call to a contact centre then staff are advised to try to book an immediate call back to complete the claim form. If this is not possible then staff will notify the relevant benefit processing centre to ask them to consider an interim payment or Social Fund referral.
If a customer states that they are suffering financial hardship when we complete the outbound call then contact centre staff aim to arrange for an emergency interview at the local office to progress the claim urgently. If this is not possible then contact centre staff will book the first available appointment and then pass the customers details onto the relevant benefit processing centre for them to consider an interim payment or Social Fund referral.
The instructions issued to staff if Jobcentre Plus advises them of the method of meeting the urgent need and should be considered in order:
hastening the payment of the customer's main benefit; considering an Interim Payment on account of benefit: (an Interim Payment can be considered paid even if there are delays in arranging a Work Focused Interview);and/or considering a Social Fund Crisis Loan
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