Crisis Loans: Telephone Services

Work and Pensions written question – answered on 16th July 2008.

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Photo of Jennifer Willott Jennifer Willott Shadow Minister (Justice)

To ask the Secretary of State for Work and Pensions what the average waiting time was between making a phone call and speaking to a member of staff for all calls made to his Department crisis loan numbers in each of the last five years; and if he will make a statement.

Photo of Stephen Timms Stephen Timms 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. I have asked her to provide the hon. Member with the information requested.

Letter from Mel Groves, dated 16 July 2008:

The Secretary of State for Work and Pensions has asked me to respond to your question on what the average waiting time was between making a phone call and speaking to a member of staff for all calls made to crisis loan numbers in each of the last five years. This is something that falls within the responsibilities delegated to Lesley Strathie as Chief Executive of Jobcentre Plus. I am replying in her absence as Acting Chief Executive.

Access to Crisis Loans by telephone did not commence until September 2006. The management information in place currently at Benefit Delivery Centres does not capture telephone waiting times.

A proportion of Crisis Loan calls are answered in our Contact Centres. The average time taken to speak to a member of staff since Contact Centre Direct started taking Crisis Loan calls in May 2007 has been 1 minute 56 seconds.

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Annotations

Loan Ranger
Posted on 27 Jan 2009 6:52 pm (Report this annotation)

Pants on fire Mel Groves. CLs' by phone existed in 2002 and the waiting time is shortened by using the recorded message which says that the staff are all busy and then cuts people off.