Select Committee on Work and Pensions Written Evidence


Memorandum submitted by Latin American Disabled Peoples Project

  Firstly, we would point out that we have experienced more problems with Jobcentre Plus services than with the Pension Service. A basic drawback of JC+ is the difficulty of getting in touch and the length of waiting times.

  Secondly, the lack of adequate provision of interpreters we believe is unacceptable. As we work exclusively with Portuguese and Spanish speakers, this is a common complaint. Many advisers appear not to know of the interpreting services available or how to book them: many seem impatient and unwilling to make the necessary arrangements when clients whose English is clearly poor present themselves at their offices. We believe that a greater acceptance of the need for interpreters is essential in a society where the immigrant population is growing. There is a particular need for a more understanding and open approach in the case of elderly and disabled clients who find it harder than most to learn English.

  Another point which we experience is the mass of conflicting letters received from benefits offices by our clients, often on the same day or within the space of a few days. This can cause distress and worry and efforts should be made to avoid such occurrences.

  The new Post Office Card Account direct payment scheme created a wealth of confusion for some clients. One in particular had such problems opening an account that, after his fourth application form was rejected, he quite understandably gave up on the idea. This was the result of an address change which should have been straightforward enough to sort out, but apparently not.

  In general, things such as changes of address, appointing of authorised agents to collect benefits for those unable to collect them themselves and compound surnames, as are used by people of Hispanic and Portuguese origin, seem to cause no end of confusion for the benefits system. In the case of names, some basic grounding for benefits staff in naming conventions used by ethnic communities might be helpful.

  I hope you will find our input useful to your research. Due to our workload, I am afraid that we will be unable to participate in any follow-up to your enquiries.

  We are firmly in favour of this initiative and thank you for valuing our opinions.

Latin American Disabled People's Project

14 May 2004





 
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