A couple of questions:

Does anyone have anything in writing regarding the policy on issuing claim forms?The last we knew of was the JC+ managers update issued in 2006 which advocated the tele-claim service but specified that clerical claims must not be refused. Has this changed...?

Regardless, if anyone has a working internet link to a JSA1 form please post it.

Anything else that will help us get a claim form for our client would be most welcome.

Thanks,

The office I work at is next door to the Jobcentre. I get JSA claim forms at least once or twice a month for clients. Once I explain why I need one (client has hearing problems, poor telephone skills, other handicaps etc), there's no problem. No change in policy as far as I'm aware.

I found a JSA1 at this site, but useless at doing hyperlinks.

http://www.bilberrybloom.com/citizens-advice/pdfs/09/09060027.pdf

Thanks John. Our local JC is within a short walk but I wanted to make sure before I went over there - we don't go in there so have no relationship with the staff there.

Anyway, the manager at the call centre who had categorically refused to supply a claim form phoned back after "checking guidance" and served herself a generous portion of humble pie - much to my childish delight!!!

Thanks again,

Tony, I think this highlights the quite frightening loss of knowledge and commonsense in these centralised call centres, and JCP offices. I look back fondly to the old SSO's despite what we used to think at the time!!

I think you're right John. Before JC+ I used to have a great relationship with my local BO and had seen significant improvements in customer service and dispute resolution between 1995-2002.

Then I left casework and returned at the end of the 2004 just in time for the transition to JC+. It was like stepping back in time and in my experience/opinion, things have never been the same since and are probably never likely to be.

On the plus side however, if the service hadn't deteriorated to the extent that it has - we would never make our LSC targets!!

Thu 13-Aug-09 09:33 AM by shawn

(Edited to shorten link)

no relevant link...

and the direct gov website makes no mention of entitlement to a paper claim:

Jobseekers Allowance

As far as I'm aware there has been no change in the claims and payments regs - anyone , even the able bodied has the right to ask for and make a paper claim - notwithstanding the implication that only those who are considered to be "vulnerable" should be able to.

We have also heard of numerous occasions where those customers who make up one of those vulnerable groups ask for assistance from local offices with the completion of a form are refused and are sent to the local CAB or LA WR, instead of having an appointment being made for them.

With the hiring of some 7 to 8 thousand new staff, I guess we should expect an increase in misinterpretation, guidance and general understanding of procedures....