From written Parliamentary Evidence just out (Hat tip NB).
John Longden –Personal Adviser
A Statement on events witnessed by me at Salford Jobcentre Plus and Rochdale Jobcentre Plus between 2011 and 2013
1.0 Managers at both district level and in the local office created a culture which encouraged staff to view the customer (benefit claimant) as an obstacle to performance. The Jobcentre operations became wholly performance led. Sanctions of customers were encouraged by managers daily, with staff being told to look at every engagement with the customer as an opportunity to take sanction action. I was personally told by a manager to “agitate” and “Inconvenience” customers in order to get them to leave the register. The staff performance management system was used inappropriately in order to increase submissions to the Decision Maker and therefore to increase sanctions on customers. Senior HR managers condoned this behaviour by refusing to issue guidelines on appropriate time limits on performance, which encouraged managers to look at short-term targets above staff development, fairness to customers and appropriate behaviour as set out in the departments own values.
2.0 Managers at Salford Jobcentre, created an environment where every action with a customer could lead to loss of benefits. They made the decision to mandate customers to all job programmes regardless of their suitability. They did this by applying a benefit direction on the customer to make them attend. The purpose was to increase the opportunity to sanction a customer, should they fail any part of the direction. My line manager reporting back from the district managers meeting stated that the message from the District Manager with regard to customers was –“let’s set them up from day 1”. Managers’ actions and words didn’t reflect the values and behaviours set down by department, they set the wrong examples and acted without any accountability.
2.1 There was an unhealthy and unprofessional working environment for staff. Managers created and encouraged a confrontational approach towards the customer and the office manager at Salford set up “DMA hit squads” to target customers for sanction action. Customers dealt with by these squads had their job search scrutinised at an almost forensic level in order to get a suspension of benefit. The Office manager would call the customer record of a job applications a “micky Mouse” job search and customers would often break down and cry or argue because they felt that they were being treated unfairly.
2.2 The office manager and her management team asked advisers to set unreasonable targets for customers to find work as part of their jobseekers agreements. This included asking customers to apply for a minimum of 6 jobs per week, regardless of their skills or experience. The aim was to find an opportunity to make a referral to the decision maker with the possibility of getting the customer sanctioned. It was distressing to see so many customers treated in such a way. The actions of the managers put the safety of staff at risk with arguments and incidents by customers a daily occurrence. Security was called frequently to restore order as were the police. Staff were asked to double the number of daily interviews they conducted in order to achieve targets and inconvenience the customer. This put stress on staff well-being and health.
2.3 Challenging targets for individual performance were used to cover ghost targets for Decision Maker. This led to perverse behaviour, such as making customers attend the jobcentre daily in the hope they would miss an appointment or be late. This would result in benefit being suspended or the claim closed. This was setting customers up to fail in order to reach targets. Changes in the Personal Development rules gave scope for managers to threaten disciplinary action on staff who failed to make sufficient referrals to Decision Maker, rather than address any real issues about training. The Cluster manager at Rochdale Jobcentre issued office wide Performance Improvement Plans (PiP) to all staff in order to improve monthly performance figures on DMA, Programme referrals and MFA (More Frequent Attendance). I was issued with one of these PiPs to get more MFA referrals despite myself being an excellent performer. In my 23 years I had never had any PiPs or questions about my performance. I felt let down and demoralised as this was an insult to my efforts. I was required to hit the same level of referrals to a Decision Maker each week – regardless of circumstances, or i would be marked as a poor performer. As an experienced adviser I would expect my referrals to go down over time, not go up, or stay at the same level.
2.4 Staff was told not just to increase referrals to the Decision Maker but also to focus on particular conditionality questions –such as Actively Seeking Employment, and Fail to Attend Adviser appointments as this would cause the maximum discomfort to the customer. I noticed that my own and other adviser appointments that were being booked where the customer was not informed. These interviews had been booked by the office manager [name deleted] and by her assistant under her instruction, with the intention of closing down the claim and claiming an off-flow performance target or in order to take DMA action against the client. She had indicated clearly in the conversation box that the interview had been booked and the customer notified in person with a letter by hand, even though this could not have been the case. These fake interviews were clearly illegal action and gross misconduct. There were many instances of this happening with other advisers. I informed my line manager, [name deleted] but was accused of lying – even though I presented him with the evidence. No action taken and the bookings continued.
2.5 Staff were threatened by the cluster manager that their jobs would be taken by other people if they didn’t do what they were told. Staff were regularly told by managers to “agitate” and “inconvenience” customers. I notified the Whistleblower of these activities on more than one occasion but nothing changed.
2.6 Customers were being deliberately treated inappropriately in order to achieve performance without regard for natural justice and their welfare. Daily signing was introduced across the board initially to anyone claiming over 6 months but gradually to include new claimants. This was done to inconvenience the customer. One customer was made to attend daily for two months and eventually broke down and wept in the office. Staff were being asked to behave in a manner that was against the departments’ values of integrity and honesty. An environment was created where staffs’ own safety was at risk, and their respect, and professionalism was diminished.
A Timeline of some Events
3.0 Apr 2011 – summary of my personal development identified in my personal review states “John to apply DMA appropriately to attain 4% target on ASE, Availability, RE & MFA, to achieve minimum standard of 4% referral rate”.
3.1 06/05/11 – Team meeting was informed by [name deleted] (team Leader) that DMA referral target across the team was now to be 2.4% per month.
3.2 17/06/11 – Team Meeting was informed by [name deleted] that each adviser must do 2 Mandatory Work Activity referrals per month. Staff were asked to mandate customers to training by giving a direction. This was done to increase the prospect of sanctioning customers.
3.3 13/07/11 – attended culture workshop at Regional Office held by the Transformation Team. Issues raised by staff within the District were
• Staff are expected to play the game and not rock the boat
• Make sure all boxes are ticked rather than analyse the work we do
• Good work is not recognised if it is not performance
• No transparency or consistency in management behaviour
3.4 22/07/11 – managers at Salford office decide to withdraw flexi-credit for medical appointments for staff, in breach of well-being guidelines. Staff are told by Office manager [name deleted] that they are stealing money for time they are not working. This measure was confirmed by cluster manager [name deleted].
3.5 22/07/11 – spoke with my line manager [name deleted] about customer interviews that were being booked where the customer was not informed. These interviews had been booked by the office manager [name deleted] for the intention of closing down the claim and claiming an off-flow performance target or to take DMA action against the client. She had indicated clearly in the conversation box that the interview had been booked and the customer notified in person with a letter by hand. This was clearly illegal action and gross misconduct. There were many instances of this happening with other advisers. [name deleted] accused me of lying – so showed him the evidence. No action taken and the bookings continued.
3.6 23/07/11 – I challenged the withdrawing of medical flexi-credit by raising the matter with the Senior HR Business Partner. She investigated it and found in my favour. Although she notified the district operations manager that the flexi-credit had to be restored, it was never notified to staff by any of the managers and I had to send an office communication to inform staff.
3.7 26/07/11 – Phoned the whistle-blower hotline to report the inappropriate booking of customer interviews. This action has now been assigned by [name deleted] to a member of staff whose purpose is to look at all adviser interviews across the office and rebook them at short notice for customers to attend on dates which may only be a couple of days after their last attendance – again with the intention of getting a Fail to Attend and closure of claim – to achieve high Off –Flow targets.
3.8 05/08/11 – team meeting [name deleted] reports back from the district managers meeting that DMA is falling behind the 2% target and in regard to our customers that we must “set them up from day one”.
3.9 24/08/11 – Office manager [name deleted] tells staff that any customer who attends late on their signing day is not to be signed but booked to come back in on the next day. This is to punish the customer –regardless of the reason for their late attendance- by delaying their payments sometimes by as much as 3 days
3.10 September 2011 – made aware by a member of staff that they have contacted the Whistle-blower hotline to report [name deleted] for asking staff in her team meeting to make customers sign daily so as to inconvenience them.
3.11 28/10/11 – rang RAD Whistle-blower Hotline to report that inappropriate booking of customer interviews was still continuing. Member of staff at RAD informed me that she didn’t feel that anything would be done about it, as the report went to the line manager of the person I was complaining about. They felt that this way things were able to be hushed up.
3.12 16/12/11- District Operations Manager – [name deleted] attends Salford Jobcentre. I attend a meeting with other staff in which we raised our concerns about being asked to set up customers to fail, the inappropriate booking of interviews and being asked to agitate customers. He got angry with us and said “you are hitting your targets but you don’t seem to care”. I asked how the district was planning on implementing the departments 7 cultural challenges. [name deleted] said – “what are those?” when I explained them he said –“we do things differently in this district”. I asked him if he was aware of the way we were being told to behave to customers and he said –“I don’t see any complaints on my desk”. When I asked another question – he said “don’t get smart son”. It was one of the most dispiriting experiences I have encountered.
3.13 March 2012 – June 2012 Harassed by my line manager [name deleted] and physically threatened, which was over-heard by another member of staff.
3.14 27 June 2012 – Office Communications meeting attended by [name deleted] and [name deleted]. [name deleted] congratulates the office for their performance, he says “I live in Salford and I see the type of people you are dealing with, I see these people hanging around the precinct and shopping around town, lazy, drinking and taking drugs”. Such a bad example to set as a leader that he judges people by where they live and what they look like. [name deleted] then talks about the new sanction regime and says of the customers –“don’t forget these people are taking your money, you are civil servants, you are paid to do what you are told, if you don’t like it, someone else will take your job”.
3.15 05/07/2012 – new line manager [name deleted] tells me to stop phoning and emailing vacancies to customers and asks me to get them into the office. I ask why and she tells me that I need to “agitate” them. I ask her what she means by agitating and she says – we don’t want people to get comfortable claiming benefit, we want to inconvenience them so that they will sign off.
3.16 Sept 2012 – Start at new office Rochdale Jobcentre. Write a letter to [DWP Permanent Secretary] about the culture at Salford and how I was told to agitate customers.
3.17 Oct 2012 – Receive letter from [DWP Director of Work Services] stating that they are satisfied that there has been no inappropriate behaviour at Salford.
3.18 Feb 2013 – All but a handful of staff at Rochdale Jobcentre are put on Pre Performance Improvement Plans as a preliminary to disciplinary action. The PiPs are issued in order to hit monthly performance targets on programme referrals, DMA and MFA. The evidence can be checked on RM system. The instruction was made to managers by [name deleted] the cluster manager.
3.19 March 2013 – team meeting in which staff are told to increase the amount of submissions to the Decision Maker and in particular to do more ASE (Actively Seeking Referrals).
People Mentioned in this document and their role
4.0 [names of DWP staff and managers deleted].