Vulnerable customer support
Dear Department for Work and Pensions,
Please send a copy of the information you hold on
Vulnerable Customers and Complex Needs Learning.
Advanced Customer Support Senior Leader (ACSSL) Referral Process
Advanced Customer Support Senior Leader (ACSSL) Guidance- Building Effective, Strategic Relationships
Advanced Customer Support Operational Central Team
These are Referenced in the extracts below
Yours faithfully,
Matthew Elliott
‐-------------------
Ref.
Consult your ACSSL to get their support with resolving the case. They can be contacted through the Advanced Customer Support Senior Leader (ACSSL) Referral Process
There is specific guidance to support ACSSLs in delivering this element of their role here: Advanced Customer Support Senior Leader (ACSSL) Guidance- Building Effective, Strategic Relationships
4.3 Internally, ACSSLs escalate any service design or delivery issues that are identified as potential triggers for negative customer experience. Where negative
CSSLs, having worked with colleagues throughout this process, will take any further action forward with the Advanced Customer Support Operational Central Team. Information about this team can be found at . ACS Operational Delivery Team
It is important that colleagues have access
suite of e-learning tools has been designed to support colleagues respond to a variety of complex needs and provide vulnerable customers with the assistance that they require. Topics that are covered in this learning include;
• Homelessness
• Domestic Abuse and Violence
• Refugees
Bereavement
• Debt problems
This learning is not current mandatory, but all colleagues are encouraged to access it and familiarise themselves with its contents: Vulnerable Customers and Complex Needs Learning.
Thank you for contacting the Department for Work and Pensions (DWP).
This is an automated confirmation that your request for information has
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Timescales for responding
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Receiving a response from us
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Further Information
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request please contact us.
More information on the DWP can be accessed on gov.uk here –
[2]https://www.gov.uk/government/organisati...
References
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2. https://www.gov.uk/government/organisati...
Dear Matthew Elliott,
Please find attached a response to your request for information, received
15th November.
Yours sincerely,
DWP Central FOI Team
Dear Department for Work and Pensions,
Please pass this on to the person who conducts Freedom of Information reviews.
I am writing to request an internal review of Department for Work and Pensions's handling of my FOI request 'Vulnerable customer support'.
The documents supplied are the information what is required, but you have supplied them as encrypted pdfs. They will need supplied as plain viewable pdfs as no pdf viewer can view them including office suite, pdf viewer etc.
They give a
"Microsoft Information Protection
This document uses encryption powered by Microsoft Information Protection. You're seeing this page either because you are not authorized to view its content or are using an unsupported PDF viewer."
Training materials
Documents
Topic 01 – Introduction
Topic 02 - Mental health
Topic 03 - Domestic violence and abuse
Topic 04 – Homelessness
Topic 05 – Bereavement
Topic 06 – Carers
Topic 07 - Asylum seekers and refugees
Topic 08 - Black and minority ethnic groups
Topic 09 - Gypsy Roma and Traveller people
Topic 10 – Drug and alcohol misuse
Topic 11 – Debt problems
Topic 12 – Offenders
Topic 13 – Armed forces leavers
Topic 14 - Transgender, gender reassignment and gender recognition
Topic 15 – Parents
Topic 16 - 16–17-year-olds
Topic 17 - Age issues
Topic 18 - HIV and AIDS
Topic 19 - Deaf or hearing loss
Topic 20 - Blind or visually impaired
Topic 21 – Disabilities, health conditions and accessibility
Topic 22 - Basic skills for life
Topic 23 - Suicide and self-harm
Topic 24 – Modern slavery
Topic 25 - Serious violence and gangs Bitesize
Evaluation
Appendix 1
Annex
ANNEX A
ANNEX B
ANNEX C
Please supply the information in a viewable format
A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/v...
Yours faithfully,
Matthew Elliott
Thank you for contacting the Department for Work and Pensions (DWP).
This is an automated confirmation that your request for information has
been received by the DWP Freedom of Information mailbox and will be
processed accordingly.
Please note that this mailbox is for Freedom of Information (FOI) or
Internal Review (IR) requests only – If you have submitted a non FOI or IR
related email then we may not be able to action it.
Timescales for responding
Freedom of Information (FOI) Requests
If your email is a valid FOI request, as per Section 8 of the FOI Act
2000, you can normally expect a response within 20 working days.
Internal Review (IR) Requests
You can normally expect a response within 20 working days.
We will respond to all valid FOI and IR requests within our statutory
timescales, if we are unable to do so then we will contact you to explain
why. Please note that we are not able to process your FOI or IR request in
any shorter timescales that you may indicate.
Receiving a response from us
Please note that email FOI and IR responses will be issued from [1][email
address]
We recommend that you add this address to your email contacts otherwise
the response may be treated as Spam or Junk by your email account
provider.
Further Information
Should you have any further queries in connection with your FOI or IR
request please contact us.
More information on the DWP can be accessed on gov.uk here –
[2]https://www.gov.uk/government/organisati...
References
Visible links
1. mailto:[email%20address]
2. https://www.gov.uk/government/organisati...
Dear Matthew Elliott,
Due to the large number of attachments we have split your full response
into three emails (1 of 3)
Please find attached a response to your request for information, received
17th December.
Yours sincerely,
DWP Central FOI Team
Dear Matthew Elliott,
Due to the large number of attachments we have split your full response
into three emails (2 of 3)
Please find attached attachments 5 to 14
Yours sincerely,
DWP Central FOI Team
Dear Matthew Elliott,
Due to the large number of attachments we have split your full response
into three emails (3 of 3)
Please find attached attachments 15 to 25.
Yours sincerely,
DWP Central FOI Team
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