§ David TaylorTo ask the Secretary of State for Work and Pensions what recent discussions he has had on developing an environment less conducive to confrontation in Jobcentre Plus offices; what provision for staff safety has been made other than the presence of security guards; and if he will make a statement. [28136]
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§ Mr. Nicholas Brown[holding answer 24 January 2002]: The process of designing the new Jobcentre Plus service has focused on creating an environment that offers improved customer services, more pleasant working conditions and enhanced staff safety.
In designing both office layout and the service experienced by customers, the emphasis has been on eliminating the waiting times, queueing and referrals between offices, which can cause customer frustration and, very occasionally, confrontation. Evidence from the ONE pilots and from other countries suggests that such an approach has a direct and positive bearing on levels of disruptive customer behaviour.
The new model of service being delivered in Jobcentre Plus offices involves increased telephone contact facilities, booked appointments, dedicated floor managers in every office, nominated personal advisers, swifter benefit assessment while customers look for work and a major investment in IT to help in the jobsearch process.
Full risk assessments have been carried out in every Jobcentre Plus office and all of their individual recommendations implemented. In addition to security guards, where these have been recommended, safety measures implemented as a result of risk assessments include installation of closed circuit TV cameras and monitors, provision of discrete safety alarm systems, controlled segregation of staff areas via coded door locks and design of office layout to maximise safety.
§ David TaylorTo ask the Secretary of State for Work and Pensions what plans he has to review staff safety issues at Jobcentre Plus offices; and if he will make a statement. [28135]
§ Mr. Nicholas BrownThe importance of ensuring staff safety has underpinned the development of Jobcentre Plus at every stage. The improved customer services and environment of the new offices are both designed to reduce frustration among the small number of potentially aggressive customers. This has been underpinned by substantial investment in enhanced security measures such as CCTV, safety alarms and an improved security guard specification.
Full risk assessments were carried out in every office before the service opened to the public in October. Enhanced security measures identified as necessary by those assessments were implemented without exception.
All of the initial risk assessments are now being individually reviewed to take into account each office's experience of delivering the new service in practice and any additional recommendations will be implemented in full.