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<p>All 128 Access to Work advisers receive training which includes Disability Awareness,
Decision Making, Equality & Diversity, Negotiating Skills and Effective Communications.
In addition, Access to Work have specialist adviser teams focussing on hearing impaired
and visually impaired customers, and also a team to assist customers with mental health
conditions. These teams receive additional training, which includes input from suppliers,
disability charities and other disability led groups. Also as part of the standard
adviser training, staff undertake Influencing Skills and Constructive Conversations
training to enable them to work effectively with employers.</p><p> </p><p>Access to
Work advisers have standardised work instructions to help ensure consistency during
the evaluation and decision making process. However, all Access to Work awards are
agreed on an individual basis, taking account of a customer’s disability, job role
and the barriers they are facing. Standards are monitored using a Quality Assurance
Framework which includes the quality of telephone conversations with customers and
employers, and the consistency and accuracy of decisions and financial awards.</p><p>
</p><p>Access to Work aims to contact customers within 7 working days and give 80%
of all decisions in 15 working days. Time sensitive requests, such as customer support
requirements at interview, are prioritised and are supported by a 5 working day service
standard. Demand for Access to Work, particularly new applications, grew during 2013/14
and customer volumes continue to grow in 2014/15.</p>
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