In Parliament

MP calls for review of staffing levels for Job Centre Plus Number 03 July 2009

"Job Centre Plus call waiting times are unacceptable" says Jessica Morden MP

Newport East MP asks Government Minister to review staffing levels on Job Centre Plus 0845 Number

Jessica Morden MP today took the issue of constituents' frustrations at the delays in answering the Job Centre Plus helpline to the floor of the House of Commons.

Jessica said "Many constituents have complained to me in recent months that they have tried for days to get through on phone lines without success and have ended up frustrated at Jobcentre Plus when they have subsequently been told that they cannot have an appointment there and then because they have to call a phone line in order to get one."

Whilst welcoming the Ministers statement that as announced in the Budget, Jobcentre Plus will be recruiting up to 10,000 more staff this year, on top of the 6,000 new staff already announced in, and recruited since, the pre-Budget report. Jessica said "Extra help to support hard-pressed staff is welcome, but may I ask the Minister to examine the staffing of phone lines? "

Jessica welcomed the Minister's agreement to Minister look at this area in more detail to see whether or not we can improve the systems to ensure that people who are claiming can obtain a referral and get an appointment as quickly as possible with Jobcentre Plus.

Background information
Jessica Morden raised the issue to Jim Knight, Minister of State the Department of Work and Pensions on 29 June 2009 in Department of Work and Pensions.
We have included the transcript of the Question and Answer Session below:

Q What recent assessment she has made of the adequacy of staffing levels in Jobcentre Plus.

A Jim Knight As announced in the Budget, Jobcentre Plus will be recruiting up to 10,000 more staff this year, on top of the 6,000 new staff already announced in, and recruited since, the pre-Budget report. Jobcentre Plus is coping well with the increased work load, paying benefits promptly and seeing people quickly to discuss help in finding them work. Every working day, its advisers see 50,000 people to support them in looking for work.

Q Jessica Morden
Extra help to support hard-pressed staff is welcome, but may I ask the Minister to examine the staffing of phone lines? Many constituents have complained to me in recent months that they have tried for days to get through on phone lines without success and have ended up frustrated at Jobcentre Plus when they have subsequently been told that they cannot have an appointment there and then because they have to call a phone line in order to get one.

A Jim Knight
I have had some concerns relating to anecdotal stories such as the ones that my hon. Friend rightly raises with me. I am advised that about 95 per cent. of such calls are answered in our contact centres that deal with them, and that is a good figure by any commercial comparison. However, I am keen to look at this area in more detail to see whether or not we can improve the systems to ensure that people who are claiming can obtain a referral and get an appointment as quickly as possible with Jobcentre Plus.