JSA Refused...and I'm confused!!! Help please

busy_mom_2

Thanks so much dugdale.

It's gets me soooo annoyed the amount of grief jobcentre staff have to put with on a daily basis because we are the only place they can come to to vent their anger.
I glady admit the jobcentre makes it's fair share of mistakes but why should we be held responsible for mistakes and problems which are totally out of our control. When there used to be social security offices all people were seen behind a screen, not in jobcentres. Elsewhere if you are abusive or rude to staff they refuse to see you this vary rarely happens in jobcentres for some reason we put up with the abuse then call 'next':rolleyes:

BeenieCat

I'm not disputing that the people OP has been speaking to are directly to blame, but they are paid to take the flack for the "contact centres" mistakes and communicate with the customer in correcting those mistakes, are they not? That is why they are paid to be customer facing.

However i am not condoning OP calling the guy an airhead on the phone at all, i did say there wasn't and shouldn't be a big uproar cos he said it on here.

busy_mom_2

BeenieCat wrote: »

I'm not disputing that the people OP has been speaking to are directly to blame, but they are paid to take the flack for the "contact centres" mistakes and communicate with the customer in correcting those mistakes, are they not? That is why they are paid to be customer facing.

However i am not condoning OP calling the guy an airhead on the phone at all, i did say there wasn't and shouldn't be a big uproar cos he said it on here.

why are we paid to take the flack for others:mad:

we are paid to do 'our' job not mop up someone elses mistakes

read the previous threads we have plenty of work to do.:D

richardwhite

I understand that alot of people employed at the jobcentre are more than competant at their jobs. The problem is I don't know who or what this 'contact centre' is. If it is their problem why wasn't I directed there to vent my anger? If I was in the wrong to blame the jobcentre I am willing to unreservedly apologise as I'm sure their job isn't the easiest but if I don't complain to them who am I to complain to? As I previously said, this is my face to face point of contact. They are employed to deal with my claim and help me find a new job. As it stands I'm due to attend on wednesday for my monthly signing on and prove I'm seeking employment to gain a benefit I'm yet to receive!

P.S. I am from Northern Ireland. Im not sure if the system on the mainland is different from here???

LittleVoice

BeenieCat wrote: »

Quote:
Originally Posted by dugdale
Hold on for a second, let me get this righ. Someone, somewhere has made an error with your national insurance contribution details.

Yes, the Job Centre.

.

Surely the people in the Jobcentre you are going to do not process NI contributions when you are working.

Please give them a break.

(And I'm not, and never have been, a JC employee.)

busy_mom_2

richardwhite wrote: »

I understand that alot of people employed at the jobcentre are more than competant at their jobs. The problem is I don't know who or what this 'contact centre' is. If it is their problem why wasn't I directed there to vent my anger? If I was in the wrong to blame the jobcentre I am willing to unreservedly apologise as I'm sure their job isn't the easiest but if I don't complain to them who am I to complain to? As I previously said, this is my face to face point of contact. They are employed to deal with my claim and help me find a new job. As it stands I'm due to attend on wednesday for my monthly signing on and prove I'm seeking employment to gain a benefit I'm yet to receive!

P.S. I am from Northern Ireland. Im not sure if the system on the mainland is different from here???

Not sure if northern ireland is differnet to be honest but from what you have said don't think so, process is as follows.

You ring contact centre, could be anywhere in the country using 'CMS' they fill in claim form and book you to jobcentre and tell you what to bring
You attend jobcentre and staff have access to view you 'CMS' statement and provided all ok this statement is then 'pushed' through to beneift processing for them to build your claim, we then loose access to it. You complete all labour market requirements, ie jobseekers agreement.
Benefit centre, which again could be miles away form your home build claim and write to tell you if you are entitled or not.
You attend jobcentre every 2 weeks you satisfy the labour market conditions so we tell the computer, benefit processing centre are then able to pay you provided you are entitled.

We are employed to ensure you satisy the labour market conditions to claim JSA, not to find you a job, assit with your jobsearch yes, find no. we are not repsonsible or process your claim.

So if mistakes with you form the jobcentre can try to put right. We are not responsible for others mistakes only our own.



3 seperate stages 3 seperate buildings all trying to work together. I have written this earlier let hope people please now take some time to read and digest.

BeenieCat

busy_mom wrote: »

why are we paid to take the flack for others:mad:

we are paid to do 'our' job not mop up someone elses mistakes

read the previous threads we have plenty of work to do.:D

Oh come off it. If i work on a reception in a hotel, which i have, and someone comes to me kicking off saying their bedroom isn't up to scratch or their food in the restaurant was slow - i take the flack - i apologise and correct the problem. - i don't sit there kicking off saying it's not my fault!! That is because i am being paid to represent the company i work for, and try to resolve any problems that may arise.

Or are you saying because you work in the public sector you shouldn't have to expect to take the blame for others' mistakes? :rolleyes:

So who exactly should Joe Public be reporting to when they're being messed around and pushed from pillar to post? I'm pretty sure we speak to the customer facing representatives - i.e JC staff.

busy_mom_2

BeenieCat wrote: »

Oh come off it. If i work on a reception in a hotel, which i have, and someone comes to me kicking off saying their bedroom isn't up to scratch or their food in the restaurant was slow - i take the flack - i apologise and correct the problem. - i don't sit there kicking off saying it's not my fault!! That is because i am being paid to represent the company i work for, and try to resolve any problems that may arise.

Or are you saying because you work in the public sector you shouldn't have to expect to take the blame for others' mistakes? :rolleyes:

So who exactly should Joe Public be reporting to when they're being messed around and pushed from pillar to post? I'm pretty sure we speak to the customer facing representatives - i.e JC staff.

Read the reply i wrote fully explaining all 3 stages to the claim. or is that too hard:mad:

You used to go into a jobcentre collect the form fill it then once the new claim was completed it was sent to social secuirty office any further problems you then went to see then. To so called improve services small social security centre were shut and then large none public processing sites were opened.
People have a phone no and address to write to with queries but they don't get the answer they like so come to the jobcentre to expect us to put it right we can't we don't have their information neither do we have access to all the computers screens to process their claim .
Staff are all the same grade, we are paid the same we all do a different job. simple end of.

And no why should I be expected to take the flack for other mistakes?
I am a team leader if my team make mistakes I expect them to put it right, if people makes mistakes from other parts of the process I expect their team leader to ensure their staff put it right.

Landslide_Victory

BeenieCat wrote: »

Oh come off it. If i work on a reception in a hotel, which i have, and someone comes to me kicking off saying their bedroom isn't up to scratch or their food in the restaurant was slow - i take the flack - i apologise and correct the problem. - i don't sit there kicking off saying it's not my fault!! That is because i am being paid to represent the company i work for, and try to resolve any problems that may arise.

This is exactly what the jobcentre is doing in richardwhite's case. Taking the flack for someone else's mistake!!!
You've corroborated exactly what busymom has been saying all along!!

clairec79

I know of cases where the employer paid NI into the wrong account and it was me (at the jobcentre) who picked it up when I used that same NI no to set up the claim and found it related to a dead man - he'd been working for the same employer for 15 years and gave us the NI no off his pay slip. We found his true number (I think the employer had written 67 instead of 76 or something like that) but until Inland Revenue had corrected the previous errors he would have got a letter telling him that he hadn't paid enough NI (providing the P60s meant it got sorted out sooner)

Also been cases of the employer not paying the NI contributions but telling the employees they have (including on payslips) - the employer ended up with charges of fraud from the Inland Revenue and with proof I believe the jobcentre could overide it and pay the person JSA (Conts)

Both of these are potential cases for why it could show as a person not having made enough contributions even though as far as they know they have paid - neither of which are the jobcentres fault (of course the jobcentre could have set it up on the wrong account which would be entirely their fault - but I can't see that happening without getting noticed as two similar NInos with the same name are extremely unlikely)