Hints and tips from a caseworker at the CSA.

CSAworkerx

Kevin, I dont want to know and have no interest in your personal life / your case, i never said the system was full proof and fair to all, stop taking things to heart so much im not "them" im not against you or any nrp/pwc, yes i work there, doesnt mean my name is CSA and im the bad guy as much as you may want it to.

RichardD1970

If this is the standard of literacy of a line manager in the CSA, it's no wonder the whole thing sucks!

swingaloo

I don't have any dealings with the CSA but have read this thread with interest.

I'm astounded that anyone in a customer service role would admit to such bad practise and attitude.

I am left feeling so sorry for people who for one reason or another write to get help or information from the CSA.

I have this vision of the OP and his/her colleagues sitting at a desk laughing and playing God with peoples lives. Throwing the letters which 'they' don't feel like dealing with to the back of the pile.
Instead of realising that maybe someone they 'had words with' may have been upset when they rang they instead penalise them to upset them further.

You say you are unbiased and fair and yet you admit to choosing which letters you want to reply to first. Don't you date stamp the letters when they are opened and deal with them in date order like any proper company would?

You are there to do a job, not let your childish emotions dictate peoples lives. You come across as being very awkward and immature.

Whatever your position at the CSA there is clearly a need for more staff training. You imply that there are many more with your attitude working there which doesn't instil any faith in those who are unlucky enough to have to deal with you.

I'm sure your senior managers would not want the CSA to be portrayed in such a bad light by one of their own employees.

I've spent years in a call centre dealing with irate callers but soon realised that if these people were satisfied with everything then they would not be making the call. You are there to help people and provide a service, not to judge or second guess.

The fact that you cant even be bothered to use spell check shows a lack of attention to detail and pride.

I'm sure you been called many things in your life but I bet 'professional' is not one of them!

kevin137

CSAworkerx wrote: »

Kevin, I dont want to know and have no interest in your personal life / your case, i never said the system was full proof and fair to all, stop taking things to heart so much im not "them" im not against you or any nrp/pwc, yes i work there, doesnt mean my name is CSA and im the bad guy as much as you may want it to.

I'm not saying you should take an interest, what i am saying is that for many, the CSA is a corrupt abusive business that needs scrapping and all staff letting go...!!!

The contempt and disregard for the LAW and LEGISLATION is so ridiculous that it is obscene, and when i eventually decide to go after this organisation again regarding the LO, you can bet it will be with a smile...!!!

cakeforbrains

CSAworkerx wrote: »

Because people like to complain about service when they dont get there way, if i was to tell an nrp for exmaple

"send in ure slips, if you have bonuses or o/t im going to asses based on this, any other expenses will not be counted for, and if you dont send them to me im going straight to your employers and setting up an enforced DEO for 40% of your wages"

How many do you think would send me that information? however... if i put it like this

"Please send in your wage information, i will go through it thoroughly and disreguard anything i feel is not regular such as bonuses and commission, If you have expenses we can also not include them in certain circumstances, Im going to give you time to send these in, If you do not im unfortuneatly going to have to go down other routes i dont like doing"

Bingo, im getting the slips. Its complete sugar coating and its rife, mainly becuase if we dont act like saints the first thing nrps and pwcs do is file complaints, dont get me wrong there never upheld ( maybe 5% ) but that goes onto ure record and will be discussed in one to one meetings, Also, to stop all the aggro we get if we say it as it is, if you take my first exmaple, that will send non-compliant nrps off the handle and your going to sit there for 20 mins taking abuse. Yet its basically what happens in every case.

on this forum, i dont have to be a saint, i can just "say it as it is"

Wow. I'm honoured to be part of the elite 5%.

So, what you're saying is that across the CSA there are a number of files that show plain evidence that the NRP earns between 5 and 9% more than the figure that the actual payment schedule is based on? And that's despite the fact that legislation says that any change of 5% or more should be actioned.

If I split up with my husband (which I'm not going to do!) a 9% increase in his wages would be worth over £600 a year in maintenance for one child. You're saying that a caseworker will just arbitrarily decide for a child not to receive that?

kevin137

I am wondering just how many people will of screen dumped theses threads and are now making complaints based on the answers and posts of this staff member...!!!

Grounds for dismissal for gross misconduct comes to mind, and with the internet as it is, if a formal complaint was made about the abuse that is being posted here, i would bet that there are ways that the OP could be traced with so much ease...

But what do i know... But if i had a live case, you could be sure that i would be making complaints on the off chance that my case which was NOT reassessed despite a change of over 30% that i would be taking legal action against the CSA again...

All it does is shows what a shame the CSA is and that they do NOT follow the legislation...!!! So who is 1st to write to there MP and file complaints i wonder...

pretzelnut

kevin137 wrote: »

Grounds for dismissal for gross misconduct comes to mind, and with the internet as it is, if a formal complaint was made about the abuse that is being posted here, i would bet that there are ways that the OP could be traced with so much ease...

Just 4 clicks apparently!

kevin137 wrote: »

All it does is shows what a shame the CSA is and that they do NOT follow the legislation...!!! So who is 1st to write to there MP and file complaints i wonder...

I already have my MP involved in a complaint. Maybe i should copy this and email it as evidence.

swingaloo

I think the OP has said too much! Reading this alongside the other thread where he/she goes into a lot of detail about a specific case the OP must be quite stupid.

I hope they are realising their stupidity but I think they are too arrogant and probably feel they are untouchable. If I was the OP I would be getting slightly apprehensive now.

shegirl

kevin137 wrote: »

I am wondering just how many people will of screen dumped theses threads and are now making complaints based on the answers and posts of this staff member...!!!

Grounds for dismissal for gross misconduct comes to mind, and with the internet as it is, if a formal complaint was made about the abuse that is being posted here, i would bet that there are ways that the OP could be traced with so much ease...

But what do i know... But if i had a live case, you could be sure that i would be making complaints on the off chance that my case which was NOT reassessed despite a change of over 30% that i would be taking legal action against the CSA again...

All it does is shows what a shame the CSA is and that they do NOT follow the legislation...!!! So who is 1st to write to there MP and file complaints i wonder...

Oops......

shegirl

Csaworker,a question..

If you don't bother reassessing cases where the income change is less than you want,but still at the 5% or higher,do you tell the pwc this or do you just pretend it's been reassessed?