LIBRARIANS FORCED TO HELP WITH UC CLAIMSBenefits and Work received exclusive proof last week of just how woefully inadequate universal support is.
A librarian contacted us to voice their concern that, after only ‘rudimentary’ training, they are having to support people with UC claims. In the process they are learning personal details about serious issues such as cancer and suicide attempts.
Claimants are referred to the library for ‘digital support’ with UC claims by the DWP, the local authority and citizens advice bureaux.
Sometimes staff have to type details into the form for claimants because, for example, they have had a stroke and are unable to use a keyboard.
As well as being obliged to learn what they felt was highly inappropriate information about claimants, the librarian was also concerned that people were unlikely to get the correct award.
The librarian told us:
“We don’t get to hear the outcome of claimants or get any feedback but I suspect that claims will be given the minimum as not all relevant information can be collected.
“I find it very disturbing.
“I personally have completed around 20 ADS (assisted digital support) trying to be sympathetic to each client and 'trying' to avoid seeing their personal circumstances.
“I really think this is an invasion of someone's privacy.
“However, most people are willing to share their personal business as they are bewildered with the process and in my opinion 'beaten'.
“In our town CAB are actually sending clients to the library.
“On top of all this people don't have the necessary ID to complete their application so are being referred back to the Jobcentre to have their ID verified which is in the next town and incurring additional expense for their travel.
“It's all very worrying.”