1. Right Treatment
This was their promise that they would treat all customers well; have respect for them and listen to them. Which seems strange, because I’d hardly call derogatory comments about a person’s intelligence and race (!) once they are out of earshot very respectful. Plus, you’d have a hard time finding somebody who regularly visits the Job Centre who will tell you that their Job Coach really listens to them (like when I was asked “what’s your name again?” after seeing that job coach for months, and when my name was clearly displayed on the computer screen!)
2. Keeping You Informed
After all, the Department of Work and Pensions is handling your money; money you need for food and shelter, so of course they have to keep you up to date on any news of delays or stops to payments! But I guess this doesn’t apply to everything right? That’s why I’ve seen them intentionally choose to lie or withhold information from customers in order to avoid uncomfortable situations! I guess, going back to point number 1, lying and deceiving is, of couse, what they consider the ‘right treatment’ for the unemployed.
3. Easy Access
A job coach always gives their customers an email address and a phone number which they can use to contact them. However, they don’t usually answer their phones, or reply to their emails. So, if you ever need to reschedule an appointment, you’re going to have a very hard time! You probably won’t actually be able to just because it is so hard to get in touch, and then they’ll just sanction you.
4. Getting it Right
I wondered why exactly this was on the Customer Charter because this one basically just means “If we cut you off, we were right to do so” and, as I’m sure most people already know, it’s not hard to find cases where they were clearly wrong. But I guess “Getting It Right” sounds nicer than “Do Not Question Us”.
So, yes, it’s not hard to think of examples right off the top of my head where I’ve seen job coaches break all of these rules, which is really rather dreadful and a clear sign that these things need to change.
(Don’t miss today’s Finger Puppet Show!)