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20 December, 2021 Open access

Work coaches to be instructed to offer a telephone interview where claimants do not feel ‘comfortable or safe’ to come into the jobcentre

Agreement follows negotiations with PCS union which says it will 'use all means' to get better working conditions, less pressure of work and better safety for members in jobcentres

Work coaches are to be instructed to offer a telephone interview where claimants do not feel 'comfortable or safe' to come into the jobcentre, the Public and Commercial Services (PCS) union has said.

While the PCS were assured in April 2021 - when normal jobcentre opening hours that had been reduced during the Covid pandemic were resumed - that 'work coach empowerment' remained in place meaning work coaches would have autonomy on how they communicate with claimants, the union subsequently reported that staff were being 'micromanaged' and expected to achieve 15 face-to-face appointments per day.

Having written to the Secretary of State and the Permanent Secretary demanding that jobcentres be closed to all but the most vulnerable claimants, the PCS now reports that, following a meeting with members of the DWP executive team, the Department has agreed to issue communications to jobcentre staff instructing them to contact claimants who are booked in for an appointment to check if they are comfortable coming into the office and feel safe to do so. Where they do not, a telephone interview should be offered as an alternative.

In addition, the PCS says that it has highlighted other measures needed to protect the health and safety of staff including allowing non public-facing staff or those with health conditions to be allowed to work from home, reinstating an increased cleaning regime, and not organising any further group activities such as Jobfairs. However, while the DWP has agreed to cease Jobfairs, the PCS says that it has remained silent on the other issues. The union adds that it will 'use all means' to get better working conditions, less pressure of work and better safety for members.

For more information, see PCS pressure forces DWP to reduce face to face activity in Jobcentres from pcs.org.uk