New FoI requests from DeafATW - will update when have replies
8th October 2014
1) What information does AtW / DWP require from Deaf AtW users and from Communication Service Providers who are engaged to work with Deaf AtW users?
2) What are the eligibility requirements for AtW customers who are self-employed or employed by their own limited company, and what information are customers given?
1) What information does AtW / DWP require from Deaf AtW users and from Communication Service Providers who are engaged to work with Deaf AtW users?
2) What are the eligibility requirements for AtW customers who are self-employed or employed by their own limited company, and what information are customers given?
FoI response re the current Reconsideration process, and how it interacts with the Complaints process
For information about FoI's only, as the information in this update is now out of date. See How to Complain for up to date information.
28 October 2014
This information has be added to the How to Complain page.
This is an edited version of their response. You can read the full response by clicking on the link at the bottom.
DeafATW's explanation of the problem:
This FoI request concerns the current AtW Reconsideration process. Recently a number of Deaf AtW users have had responses from the Reconsideration Panel that say “following the Reconsideration Panel decision, no further request for Reconsideration is possible”.
This is not in line with the Reconsideration process as described in Appendix 5 of the current AtW Guidance, where customers may ask for a Review 4 times before approaching ICE.
It is also not clear from the Guidance how the Reconsideration process sits alongside the current complaints process.
So, can I ask for all written information at AtW / DWP re the following questions. If there is no written information, please confirm that, and in your reply answer the questions.
I have checked the current AtW Guidance, previous FoI requests and responses, and searched the DWP website, and this is not available there.
Questions and responses below:
1) DeafAtW's question: What is the current Reconsideration process?
AtW's response: The AtW guidance relating to reconsiderations is currently under review and will be updated in the near future.
The current process is as follows:
• When a customer receives a decision letter outlining their approved support they are also informed of the reconsideration process. A customer has 28 days from the date of the letter to
contact the reconsideration team.
• The request is allocated to an adviser on the reconsideration team who will look at the original decision again, taking account of any additional information provided.
• The customer is advised of the decision in writing.
• If the customer remains dissatisfied with the decision they cannot ask for another reconsideration but can ask for the reconsideration team manager to conduct a review.
• The manager reviews both the original decision and the reconsideration decision and decides whether it should be upheld, partially upheld or overturned.
• The customer is informed of this decision in writing.
2) DeafATW's question: If customers are not satisfied with a decision from the Reconsideration Panel, what is the process for customers re further Reconsideration and/or
Complaining?
AtW's response: Once the customer has had a reconsideration decision and a review by the manager this is the end of the process. The decision stands unless there is a change in the persons circumstances.
3) DeafATW's question: How do the Reconsideration Process and Complaints Process sit along side and interact with each?
For example, if customers are unhappy with the way a decision is made and/or the decision itself, should they ask for a Reconsideration, and Complain at the same time? Or should they ask for a Reconsideration, and, if that is not successful, make a complaint beginning at Tier 1 or Tier 2 of the Complaints process?
AtW's response: The reconsideration process and the complaints process are two
separate entities. The reconsideration process applies to decisions and the complaints process applies to other aspects of our service delivery as explained in the answer to FOI 3293. If a customer is unhappy with a decision they should request a reconsideration or, for example, if they are unhappy with the service they received they should complain. Once the reconsideration process is complete a customer cannot make a complaint about the decision at tier one or two.
Click here for the full FoI question and response on Whatdotheyknow.com
28 October 2014
This information has be added to the How to Complain page.
This is an edited version of their response. You can read the full response by clicking on the link at the bottom.
DeafATW's explanation of the problem:
This FoI request concerns the current AtW Reconsideration process. Recently a number of Deaf AtW users have had responses from the Reconsideration Panel that say “following the Reconsideration Panel decision, no further request for Reconsideration is possible”.
This is not in line with the Reconsideration process as described in Appendix 5 of the current AtW Guidance, where customers may ask for a Review 4 times before approaching ICE.
It is also not clear from the Guidance how the Reconsideration process sits alongside the current complaints process.
So, can I ask for all written information at AtW / DWP re the following questions. If there is no written information, please confirm that, and in your reply answer the questions.
I have checked the current AtW Guidance, previous FoI requests and responses, and searched the DWP website, and this is not available there.
Questions and responses below:
1) DeafAtW's question: What is the current Reconsideration process?
AtW's response: The AtW guidance relating to reconsiderations is currently under review and will be updated in the near future.
The current process is as follows:
• When a customer receives a decision letter outlining their approved support they are also informed of the reconsideration process. A customer has 28 days from the date of the letter to
contact the reconsideration team.
• The request is allocated to an adviser on the reconsideration team who will look at the original decision again, taking account of any additional information provided.
• The customer is advised of the decision in writing.
• If the customer remains dissatisfied with the decision they cannot ask for another reconsideration but can ask for the reconsideration team manager to conduct a review.
• The manager reviews both the original decision and the reconsideration decision and decides whether it should be upheld, partially upheld or overturned.
• The customer is informed of this decision in writing.
2) DeafATW's question: If customers are not satisfied with a decision from the Reconsideration Panel, what is the process for customers re further Reconsideration and/or
Complaining?
AtW's response: Once the customer has had a reconsideration decision and a review by the manager this is the end of the process. The decision stands unless there is a change in the persons circumstances.
3) DeafATW's question: How do the Reconsideration Process and Complaints Process sit along side and interact with each?
For example, if customers are unhappy with the way a decision is made and/or the decision itself, should they ask for a Reconsideration, and Complain at the same time? Or should they ask for a Reconsideration, and, if that is not successful, make a complaint beginning at Tier 1 or Tier 2 of the Complaints process?
AtW's response: The reconsideration process and the complaints process are two
separate entities. The reconsideration process applies to decisions and the complaints process applies to other aspects of our service delivery as explained in the answer to FOI 3293. If a customer is unhappy with a decision they should request a reconsideration or, for example, if they are unhappy with the service they received they should complain. Once the reconsideration process is complete a customer cannot make a complaint about the decision at tier one or two.
Click here for the full FoI question and response on Whatdotheyknow.com
FoI about CSWs (Communication Support Workers) and DeafATW information for AtW on potential problems working with CSWs
For information about FoI's and CSWs, as the information in this update is now out of date. However, some of the issues raised (last attachment) are still relevant if AtW is inciting you use CSWs.
21 September 2014 & 1 October 2014
AtW have responded to my two FoI requests about guidance for AtW Advisers about using CSWs. (Their first response wasn't what I had asked for).
They have said that they have no written material about CSWs to support AtW Advisers in understanding what a CSW is, what they can and can’t do, or how to decide what percentage of hours awarded should be funded for interpreting and CSW support. Instead AtW say that experienced AtW Advisers verbally give them all the information they need.
This is quoted from their response: “Access to Work does not have training material in relation to Communication Support Workers or any written documentation that we are able to provide.
The Access to Work Advisers are provided with an explanation and overview from experienced advisers on how to assess the customers requirements and the options that are available to enable customers to overcome the disability related barriers they face in the work place.
Access to Work delivers a tailored package to each individual. Once agreed if the package does not meet customers’ needs it is the responsibility of the customer to inform Access to Work of this at which stage we would review the package of support and make adjustments if appropriate.”
If you, or someone you know, have been told by AtW they have to have all or part of their communication support using a CSW, then please contact me.
1 October 2014
Following the Business Disability Forum Deaf Communication Marketplace roundtable I have written and sent the DWP an explanation of some of the issues about working with CSWs. This was not requested, but has been sent in case it helps. Find attached below. The information in it may also help you if you need to ask for a reconsideration or need to complain.
Click here to read the two FoI requests and AtW's response at WhatDoTheyKnow.com
Click here to download the first FoI request and follow up request
Click here to download AtW's response to the first FoI request about CSWs
Click here to download AtW's response to the second FoI request about CSWs
Click here to download DeafATW information about problems for AtW working with CSWs
21 September 2014 & 1 October 2014
AtW have responded to my two FoI requests about guidance for AtW Advisers about using CSWs. (Their first response wasn't what I had asked for).
They have said that they have no written material about CSWs to support AtW Advisers in understanding what a CSW is, what they can and can’t do, or how to decide what percentage of hours awarded should be funded for interpreting and CSW support. Instead AtW say that experienced AtW Advisers verbally give them all the information they need.
This is quoted from their response: “Access to Work does not have training material in relation to Communication Support Workers or any written documentation that we are able to provide.
The Access to Work Advisers are provided with an explanation and overview from experienced advisers on how to assess the customers requirements and the options that are available to enable customers to overcome the disability related barriers they face in the work place.
Access to Work delivers a tailored package to each individual. Once agreed if the package does not meet customers’ needs it is the responsibility of the customer to inform Access to Work of this at which stage we would review the package of support and make adjustments if appropriate.”
If you, or someone you know, have been told by AtW they have to have all or part of their communication support using a CSW, then please contact me.
1 October 2014
Following the Business Disability Forum Deaf Communication Marketplace roundtable I have written and sent the DWP an explanation of some of the issues about working with CSWs. This was not requested, but has been sent in case it helps. Find attached below. The information in it may also help you if you need to ask for a reconsideration or need to complain.
Click here to read the two FoI requests and AtW's response at WhatDoTheyKnow.com
Click here to download the first FoI request and follow up request
Click here to download AtW's response to the first FoI request about CSWs
Click here to download AtW's response to the second FoI request about CSWs
Click here to download DeafATW information about problems for AtW working with CSWs
FoI request about the AtW Complaints Procedure (also Update re Reconsideration process)
For information about FoI's only, as the information in this update is now out of date. See How to Complain for up to date information.
21 September 2014
You can read the FoI question and response in full though the links below.
Their response says that the full and only information for customers about their complaints process, is as described in their leaflet "Access to Work - Information for Customers". I've copied the relevant section below:
"How do I complain about things?
We will aim to resolve any queries or problems at the point of contact. Where this is not possible we will escalate your concerns and/or complaint accordingly for further investigation. Where appropriate you will be notified of the outcome. You should write to your adviser or Access to Work regional manager."
The information given to customers about their complaints procedure does not say anything about the process, timescales, outcomes, or that if you have complained to AtW and are still not happy, you can complain to ICE and then the PHSO.
In the response to my FoI request they also say:
Re "Complaints correspondence and resolution timescales.
Initial complaints made by phone, email or telephone to an adviser or manager are dealt with as a priority. If the complaint is not resolved at this level by the adviser or adviser manager, the complaint is passed to a dedicated ‘Complaints Resolution Manager’ (CRM), who deals with the complaint as a Tier 1 complaint. CRMs have been trained to investigate and resolve complaints, and will deal with all telephone and face-to-face complaints that cannot be resolved by the front-line. The CRM will aim to resolve the complaint within 15 working days.
If the complainant still remains dissatisfied they will be advised that they can escalate their complaint to Tier 2, to the Director General of Operations for the Department for Work and Pensions or a DWP Director on his behalf."
They also say that call centre staff are able to log and capture complaints through letter, email or telephone.
If AtW do not deal with your complaint in this way, show them their response to the FoI request.
The AtW Complaints process, and their Reconsideration process, has been updated on the DeafATW Complain page.
Click here to read the FoI request and AtW's response at WhatDoTheyKnow.com
Click here to download the FoI request and AtW's response
Click here to download the AtW Customer Journey - Making a Complaint, Appendix 1 in their response
Click her to download the AtW Customer Leaflet, Appendix 2 in their response
21 September 2014
You can read the FoI question and response in full though the links below.
Their response says that the full and only information for customers about their complaints process, is as described in their leaflet "Access to Work - Information for Customers". I've copied the relevant section below:
"How do I complain about things?
We will aim to resolve any queries or problems at the point of contact. Where this is not possible we will escalate your concerns and/or complaint accordingly for further investigation. Where appropriate you will be notified of the outcome. You should write to your adviser or Access to Work regional manager."
The information given to customers about their complaints procedure does not say anything about the process, timescales, outcomes, or that if you have complained to AtW and are still not happy, you can complain to ICE and then the PHSO.
In the response to my FoI request they also say:
Re "Complaints correspondence and resolution timescales.
Initial complaints made by phone, email or telephone to an adviser or manager are dealt with as a priority. If the complaint is not resolved at this level by the adviser or adviser manager, the complaint is passed to a dedicated ‘Complaints Resolution Manager’ (CRM), who deals with the complaint as a Tier 1 complaint. CRMs have been trained to investigate and resolve complaints, and will deal with all telephone and face-to-face complaints that cannot be resolved by the front-line. The CRM will aim to resolve the complaint within 15 working days.
If the complainant still remains dissatisfied they will be advised that they can escalate their complaint to Tier 2, to the Director General of Operations for the Department for Work and Pensions or a DWP Director on his behalf."
They also say that call centre staff are able to log and capture complaints through letter, email or telephone.
If AtW do not deal with your complaint in this way, show them their response to the FoI request.
The AtW Complaints process, and their Reconsideration process, has been updated on the DeafATW Complain page.
Click here to read the FoI request and AtW's response at WhatDoTheyKnow.com
Click here to download the FoI request and AtW's response
Click here to download the AtW Customer Journey - Making a Complaint, Appendix 1 in their response
Click her to download the AtW Customer Leaflet, Appendix 2 in their response
Freedom of Information Requests (FoI)
For information about FoI's only, as the information in this update is now out of date. See How to Complain for up to date information.
28 July 2014
I've summarised 6 FoI requests to the DWP about AtW and Deaf people. Four are already in the public domain, and can be found at whatdotheyknow.com (try searching for AtW BSL or AtW Deaf), and two have been sent to me directly.
I also have two FoI requests on whatdotheyknow.com, the first concerning the AtW complaints procedure, the second to do with AtW's guidance re Communication Support Workers (CSWs). Once I have a response I will update the summary.
Laura McInerney is a fantastic education writer who has written a really good blog "8 Easy Steps to Completing a Freedom of Information Request".
If you're thinking of making an FoI request, really worth reading this blog and the DeafATW summary.
28 July 2014
I've summarised 6 FoI requests to the DWP about AtW and Deaf people. Four are already in the public domain, and can be found at whatdotheyknow.com (try searching for AtW BSL or AtW Deaf), and two have been sent to me directly.
I also have two FoI requests on whatdotheyknow.com, the first concerning the AtW complaints procedure, the second to do with AtW's guidance re Communication Support Workers (CSWs). Once I have a response I will update the summary.
Laura McInerney is a fantastic education writer who has written a really good blog "8 Easy Steps to Completing a Freedom of Information Request".
If you're thinking of making an FoI request, really worth reading this blog and the DeafATW summary.