Ipswich Unemployed Action.

Campaigning for Unemployed Rights.

Posts Tagged ‘Digital Script

“Deflection script’ used to get Universal Credit claimants off the phone (Sky News).

with 67 comments

 

Image result for universal credit deflection script

All week our contributors have been talking about the Digital Disgrace of Universal Credit.

Harpo commented,

With Universal Credit’s full digital service you don’t actually physically sign your CC. You accept what is recorded on it by clicking a button later on a page in your UC online account or, as poor Violet has discovered, the automatic system doesn’t pay you by direct transfer into your bank account.

Ken suggested,

Get rid of that online account.The situation can rapidly go down hill you don’t know who’s looking I there and what could be going on, these could be a dozen heads looking in there hence a dozen opinions and none of them lawful.

How can a claimant commitment be agreed online it must be done face to face,simply someone putting anything on there is like giving some an ultimatum.Try to avoid using family for support as this could put a strain on relationships long term.The whole idea of the welfare state is to provide the support not the family.

I’ve had horrendous experiences with these Claimant Commitments with no doubt many more people,all well mentioned.

There are so many other comments – they all deserve a serious read – that it would be hard to keep up.

One thing that comes out is the way “online” is meant to be the way everything gets done – E-Mails from job application to the UC Journal.

You get the feeling that there’s some gleaming Web World out there where everything goes on with a few taps on the keyboard.

In the meantime where most of us live ordinary people, and the poor, wander around, looking, er, not well off, popping into Poundland and B&M to look out for cheap stuff.

This story, which I saw on the telly this morning, just about sums it all up.

The issue emerged last year:

A Labour MP has described the practice, which sees claimants urged to head online instead of speak on the phone, as “outrageous”

Sky News has obtained a “deflection script” which confirms Universal Credit call agents were officially told to refer claimants online instead of addressing their concerns on the phone.

The claims had been dismissed by the Department for Work and Pensions (DWP) as “completely false” after our initial report in October, when a former Universal Credit case manager, Bayard Tarpley, came forward to lift the lid on the controversial practice.

The documents reveal that the “deflection scripts” were introduced in November 2016 to “support staff during telephone calls”.

The guidance was designed to cut down on the thousands of claimants contacting call centres by getting callers to log on to access their benefit.

According to the document, five call centres took place in a two-week pilot last year – including in Blackpool, Canterbury, Middlesbrough, Belfast and Bristol.

call centre hub in Grimsby, where Mr Tarpley worked as a case manager, used the deflection scripts for a longer period of time.”

Managers listened in on calls between handlers and claimants to see if the scripts were effective in “encouraging claimants to use their online account”.

Watch it: it shows a woman whose dad was plunged into misery because of this ‘script’.

The poor bloke was so stressed out that he took his own life.

Leanne Bailey’s father Brian was put on Universal Credit at the beginning of 2018. In July, he took his own life. He was 59.

She said: “He couldn’t understand the system from the very start. He was told to go online and access his journal but he didn’t have a clue about the internet. He was constantly ringing up and asking for advice but was told to go online. It really got him down.”

Sky News concludes,

A National Audit Office report concluded that Universal Credit has been too slow in its introduction, causes unnecessary hardship and is not providing value for money.

It has also been claimed that funding cuts have meant there was not enough support for those trying to access their claim.

The criticism follows warnings from several non-governmental organisations. Last year, the UK’s biggest food bank network, the Trussell Trust, reported that demand for food parcels in areas where Universal Credit has been rolled out increased by an average of 30%.

Mark Serwotka, general secretary at the Public and Commercial Services (PSC) Union, said: “It is breathtaking that ministers have been caught lying to the public about the existence of a so-called ‘deflection script’ for Universal Credit claimants.

“Our members would prefer to be given the resources and time to give a first class service to help claimants. However they are instructed to use this deflection script as a means to get people off the phones.

“It is another example of a government who has failed to invest in staff and support claimants. This is why Universal Credit must be scrapped and replaced with a system that supports those in need.”

A DWP spokesperson said: “There has never been a policy to hurry callers off the phone and accusations that this is the case are completely false. Call handlers are encouraged to spend as much time as necessary on the phone and remind claimants that they are able to complete certain activities online where appropriate.”

Amber Rudd, the work and pensions secretary, has promised to make changes to Universal Credit admitting it lacks compassion towards those accessing it.

Update:

Written by Andrew Coates

February 1, 2019 at 9:49 am