HC Deb 16 February 1982 vol 18 cc91-3W
Mr. Ashley

asked the Secretary of State for Social Services (1) how many staff there are in his Department's Stoke-on-Trent offices; if he will give comparative figures for one and five years before; and if he will break down the figures to indicate the nature of the work the staff is doing;

(2) what is the average staff-to-claimant ratio in his Department's offices in (a) the United Kingdom, (b) England, (c) the West Midlands and (d) Stoke-on-Trent.

Mrs. Chalker

I shall let the right hon. Member have a reply as soon as possible.

Mr. Ashley

asked the Secretary of State for Social Services what training is given to counter staff in his Department's offices.

Mrs. Chalker

The training given to counter staff depends on the benefits with which they deal and the way in which their work is organised. For example, someone employed on a supplementary benefit counter would have undergone a prescribed programme of training covering all aspects of supplementary benefit, and including observation of counter interviews and procedures in the local office. There is detailed instruction on counter work in an initial course, a gradual introduction under supervision to counter work in an office, and this is followed by more advance instruction on a training course where closed-circuit television is used to help trainees analyse and discuss their performance in simulated situations. On assignment to counter duties in the local office, staff continue to be closely supervised for some time.

Mr. Ashley

asked the Secretary of State for Social Services what is his policy with regard to supplementary benefit claimants having access to supervisors and managers in his Department's offices.

Mrs. Chalker

The Department's policy is that all claimants attending local offices should have access to a supervisor, on request, at all times during normal office-opening hours and, generally, to a more senior officer if required.

Mr. Ashley

asked the Secretary of State for Social Services what is his policy with regard to ensuring privacy of confidentiality for supplementary benefit claimants in his Department's offices.

Mrs. Chalker

I refer the right hon. Member to my reply to the hon. Member for Bolsover (Mr. Skinner) on 7 July 1981.—[Vol. 8, c.253–4.] The policy of the Department has not changed since then.

Mr. Ashley

asked the Secretary of State for Social Services what is his policy with regard to the automatic checking of the entitlements of all supplementary benefit claimants.

Mrs. Chalker

Assessments of all new and repeat supplementary benefit claims are subject to a 100 per cent. check by a supplementary benefits officer to ensure that the correct entitlement is awarded. Alterations in a claimant's benefit entitlement because of a change in his circumstances are subject to a sample check by a supplementary benefits officer.

In addition a full re-examination of benefit entitlement is undertaken at periodic intervals and the claimant's circumstances are generally checked during any interview, which takes place either in the local office or his home. It is, of course, for the claimant to take the initiative in reporting any changes in his circumstances which he thinks might affect his entitlement to benefit.

Miss Wright

asked the Secretary of State for Social Services (1) what was the total numbers of employees at the various offices of his Department covering the Birmingham area on 1 January 1979, 1 January 1980, 1 January 1981 and 1 January 1982;

(2) how many claimants were registered at the various offices of his Department covering the Birmingham area on 1 January 1979, 1 January 1980, 1 January 1981 and 1 January 1982.

Mrs. Chalker

I shall let the hon. Member have a reply as soon as possible.