§ Hywel WilliamsTo ask the Secretary of State for Work and Pensions what training is given to Benefits Agency staff to deal with aggressive claimants. [11114]
§ Mr. Nicholas BrownThis is a matter for Alexis Cleveland, the Chief Executive of the Benefits Agency. She will write to the hon. Member.
Letter from Alexis Cleveland to Hywel Williams, dated 26 November 2001:
The Secretary of State for the Department for Work and Pensions (DWP) has asked me to reply to your recent Parliamentary Question asking what training is given to Benefits Agency (BA) staff to deal with aggressive claimants.The BA has many procedures in place to support staff in their efforts to provide the required levels of service whilst safeguarding their own safety and preserving the security of the benefits systems. Each BA Specific training event within the Customer Service Portfolio delivered by DWP Training Services has been designed to underpin these important principles.To deal with aggressive claimants, DWP Training Services deliver an event called, "Interviewing the Public (Including Potentially Violent People)". This event is mandatory for all new and job change staff who have fact to face contact with the public and is designed to provide staff with awareness and skills to handle potentially violent situations in a professional and safe manner.I hope this is helpful.