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answer text |
<p>a) The Department is obliged to anticipate the communication needs of any customer
who would otherwise be placed at substantial disadvantage and to put in place an alternative
format of communication which will meet the customer’s needs. The Department is currently
only able to provide general information on GOV.UK regarding its services. We are
able to provide services in BSL when requested by our customers.</p><p> </p><p>b)
DWP customers who have a specific communication barrier are able to use a variety
of communication methods including home visits, phone calls and online services as
well as written communications. Once we have established that a customer uses BSL
as their principal form of communication with the Department, all future correspondence
with that customer will be arranged in this form, without the need for repeated requests.
Where necessary the department provides British Sign Language (BSL) interpreters or
non-spoken language interpreters, using contracted providers for customers who are
deaf, hard of hearing or speech impaired. Video relay service (VRS) is also being
trialed through the call centres for Disability Living Allowance, Attendance Allowance
and Access to Work, as well as by the Access to Work advisers in the Hearing Loss
Team. VRS allows users to make BSL interpreted video calls via their tablet, smartphone,
computer or laptop. A professional interpreter then relays the call in English to
a member of DWP staff.</p><p> </p><p> </p><p><strong> </strong></p><p> </p><p> </p><p>
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