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Telephone Services: Social Fund and Jobcentre Plus

Work and Pensions written question – answered on 21st January 2008.

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Photo of Danny Alexander Danny Alexander Liberal Democrat, Inverness, Nairn, Badenoch and Strathspey

To ask the Secretary of State for Work and Pensions

(1) if he will place in the Library a copy of telephone scripts used by call centre staff in (a) the Social Fund and (b) Jobcentre Plus;

(2) what the proportion of calls received by (a) the Social Fund and (b) Jobcentre Plus were from a mobile telephone in the latest period for which figures are available.

Photo of Caroline Flint Caroline Flint Minister of State (Department for Work and Pensions) (Employment and Welfare Reform)

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 21 January 2008:

The Secretary of State has asked me to reply to your questions asking, if he will place in the Library a copy of telephone scripts used by call centre staff in (a) the Social Fund and (b) Jobcentre plus; and what the proportion of calls received by (a) the Social Fund and (b) Jobcentre Plus were from a mobile telephone in the latest period for which figures are available. This is something which falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.

A copy of the current scripts used when a customer wishes to make a claim to working age benefits or apply for a Crisis Loan from the Social Fund, by Contact Centre staff will be placed in the Library. The Scripts are frequently updated to reflect our commitment to continuous service improvement. If you wish to see how this process works in practice Val Gibson, my Director of the Contact Centre Directorate, will gladly arrange for you to visit a Contact Centre. She will contact you about arranging this.

Jobcentre Plus is unable to establish the origin of each call received through any of our telephones. Our telephony systems do not record if a customer's call is made from a land line or mobile phone.

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