Logs of calls to claimants

Frank Zola made this Freedom of Information request to Department for Work and Pensions

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Dear Department for Work and Pensions,

Does UC log or keep a record of calls made to claimants by Work Coaches (WC) for Work Search appointments undertaken by phone, including when the claimant
does not answer the phone? Please disclose a sample log or record of calls to a claimant and advise how this personal data is recorded on claimant's UC account's and how a claimant can request a copy and what they should request.

Does the DWP/UC/Jobcentre (staff and agents) have the ability to record outbound phone calls made to claimants? If so, please give examples of circumstances outbound calls are/can be/will be recorded and how claimant consents to such recording.

Please also disclose your internal guidance and procedures a Work Coach follows to confirm the identity of a claimant when they phone them to undertake a Work Search Review or any other purpose for a planned or unplanned call/appointment.

It is well known that caller line identification (phone number of a caller displayed on a phone) can be easily spoofed, therefore please disclose any information held on how a JSA, ESA or UC claimant can confirm the identity of a person phoning them who is claiming to be from the DWP/UC/Jobcentre?

Yours faithfully,

Frank Zola

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DWP Central FOI Team,

6 Attachments

Dear Frank Zola,

I am writing in response to your request for information, received 22nd
June.

Yours sincerely,

DWP Central FoI Team