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Re: Phone call from Jobcentre workcoach- not sending out user ID

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Dear Department for Work and Pensions,
Under the provisions of the Freedom of Information Act 2000, please provide operational guidance notes to DWP jobentre "workcoaches" in respect of conducting phone calls with claimants.
Please explain why the jobcentre refuses to send out its own number even when the claimant has specifically requested the jobcoach send out the jobcentre number.
In a previous FOIA request the DWP response was:
"...{Th}is is the default configuration for Job Centre Plus staff telephones.
However, they are able to manually override this option and display the
caller details."
Please explain WHY this is the"default configuration", even when "they are able to manually override this option..." ?
So it begs the question, why does the jobcentre continue to disregard a perfectly lawful request that the DWP jobcoach identify themselves when calling the claimant?
After all, the claimant is under no statutory obligation to take a call from an unidentified caller, even if it is the jobcentre, right?

Yours faithfully,

declanmurray

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Dear Declan Murray,

I am writing in response to your request for information, received 10
March.

Your response is attached

Yours sincerely,

DWP Operations FOI Team

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