Memorandum submitted by Leeds City Council
Please find below a response as requested from
the Chinese Advice Workers on my team.
1. The Chinese community in Leeds have little
contact with the DSS their only contact is through letter, which
some people ignore the importance of and throw away. We as Chinese
Advice Workers encourage our clients to bring in anything they
can not read, so that we can help them decide whether it needs
action or not.
2. Whenever one of our customers go to the
DWP even when they have language difficulties the staff at the
offices do not offer an interpreter. One is only provided if the
person can ask for this when they turn up and ask for it in English.
It would be help if a simpler system was in place for those needing
help, if they have to ask for it in English, it defeats the purpose
of the provision. There is also one step before turning up at
the DWP office, how does someone with language difficulties know
that the DWP office is the place to seek financial support eg
benefits when in need.
3. After an interpreter has been in attendance,
there is no routine to ascertain the level of satisfaction in
dealing with the person's query. If the person then receives a
letter from the DWP, to sum up what was said at the interview,
will it be in the language of the translation? This provides a
record for the claimant as to what was said and what the DWP officer
has decided but how would they know this if it is in English.
Without this provision when they turn up at the next interview,
they may have forgotten what was said before.
4. The need for translated material and
letters in minority ethnic languages would help the DWP to get
a more effective response. Some letters however are not appropriate,
eg the one to encourage people to go for direct payment. What
is the point of sending this letter to someone who does not speak
English as they can not operate a bank account, they use their
local post office, where the post master usually knows them. It
will be interesting if a monitoring exercise is done to find the
number of minority ethnic customers who chose to use direct payment
instead of payment books via the post office.
5. More promotion of new benefits eg Pension
Credit, and Tax Credits etc is needed for the Chinese community,
in the form of translated material and talks, with use of interpreters
in community venues. As many Chinese People work long hours in
catering and in other low paid jobs, most will be eligible.
6. The current system of taking information
regarding changes of circumstances and applications over the telephone
will make it much harder for those from minority ethnic groups
to access the DWP. There needs to be lines dedicated to a particular
language, so customers with language needs can ring that number
direct.
Joy Wetherill
18 May 2004
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