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Dept for Work and Pensions

Answer

Mr. Clappison: To ask the Secretary of State for Work and Pensions what resources will be available to staff in the new Jobcentre Plus offices to ensure that claimants are made aware of their full benefit entitlement. [11254] Mr. Nicholas Brown: Jobcentre Plus is a new service which brings together the Employment Service and those parts of the Benefits Agency which deal with people of working age. Jobcentre Plus will provide a far more personalised, customer friendly and work-focused service for both employers and individuals. The first 49 Jobcentre Plus pathfinder offices opened on 22 October. People wanting to make a claim to benefit in Jobcentre Plus offices will be encouraged to make initial contact by phone. The member of staff in the call centre will use a script which is designed to help them identify the customer's benefit entitlement. The customer will then have an appointment in a Jobcentre Plus office. At this meeting a member of customer service staff, who is specially trained in benefit information, will explore the customer's benefit needs in more detail. The benefits systems will also support staff in providing full and detailed advice across welfare benefits. Customers will also be offered review meetings, which will allow Jobcentre Plus staff to keep in touch with them from both a labour market and a benefit perspective.

Secondary information

Type

Written question

Reference

11254; 374 c374W

Session

2001-02

Subjects

Advisory services Eligibility Jobcentre Plus Staff Offices Social security benefits Training

Link

View this Written question on www.publications.parliament.uk