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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