what is going on , what happens when staff don’t know

gemmma345
gemmma345 Online Community Member Posts: 5 Listener
in Universal Credit (UC)

my young lady who received me on the first visit to the job centre UC ID proof freely admitted to not knowing things but equally didn’t want to disturb anyone she felt did know ,to find out . she seemed quite young . Are job centres educating these younger members of staff adequately ? this was my one and only first visit they failed to meet my needs to a greater extent . Or - ought I to have waited to see a more senior member of staff ?and do we have a right to expect all staff will endeavour to answer our questions as and when they are asked ?

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Comments

  • OverlyAnxious
    OverlyAnxious Online Community Member Posts: 5,814 Championing

    UC staff only get minimal training. Even the more senior members aren't necessarily any more knowledgeable. Can't trust them with anything. You really need to know what's meant to happen before getting involved with them. They give out incorrect advice repeatedly in my experience.

  • gemmma345
    gemmma345 Online Community Member Posts: 5 Listener

    thank you for your prompt feedback both of you I will seek to be better informed ahead of asking questions

  • WhatThe
    WhatThe Online Community Member, Scope Member Posts: 5,480 Championing
    https://forum.scope.org.uk/discussion/comment/1100204#Comment_1100204

    Gemma, I forgot to say hello and welcome to Scope!

    It's quite reassuring to hear that the young lady was honest with you. Many claimants aren't so lucky and have to request a new 'coach'. Some are wrongly advised to get a 'fit note' which triggers a health assessment they don't need which could result in the loss or reduction of their benefits.

    You will have a named Case Manager though these can be changed without informing you. If you have a journal, your questions may go unanswered for days or weeks unless you ask in a different way.

    Job centres are not very accommodating for people with disabilities. Staff rely on vulnerable claimants to miss appointments so that they can be issued with a sanction.

  • gemmma345
    gemmma345 Online Community Member Posts: 5 Listener

    do you think they get a bit burned out maybe ?

  • gemmma345
    gemmma345 Online Community Member Posts: 5 Listener

    I think the people could make it as a job singer olly murs always speaks happily of his call centre days

    But then he was selling heating not dealing with people so anxious and afraid for their future which I guess makes the UC staff’s job so hard they can’t be consoling even if they wish to be so they become depersonalised

    Puts me in mind of some healthcare practitioners I know

  • gemmma345
    gemmma345 Online Community Member Posts: 5 Listener

    I appreciate that

    Thank you for your insight today

    G

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