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<p>Comprehensive guidance for Jobcentre staff about the Equality Act 2010 is included
on the Department’s intranet site ‘Equality and You – a guide for employees’. This
includes advice for staff on understanding what reasonable adjustments are and why
the Department has a duty to provide them for claimants who are disabled.</p><p>Where
our customers advise us that they need assistance to access our services and information,
we make reasonable adjustments to meet their individual needs. This means the Department
communicates with customers in a variety of different formats such as Braille, audio,
large print, through third party interpreters or by arranging for a member of staff
to visit the customer in their home.</p><p>Service delivery teams within Jobcentres
provide a professional and supportive environment for our customers, providing digital
coaching, helping claimants set up their claims and also maintaining them.</p><p>Claimants
who require additional support to complete a claim form have the option to book a
one to one appointment with a member of the Service Delivery team to receive assistance.
In addition telephony support is in place for those vulnerable claimants who cannot
‘self-serve’ online and where a claimant is unable to manage their own affairs, an
appointee can act on their behalf, taking responsibility for making and maintaining
any benefit claim.</p>
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