Following a long period of planning and design and several technical hitches the new Unacceptable Customer Behaviour database is finally being rolled out across DWP. PCS has been heavily involved in this process, working with DWP management to ensure that the database provides accurate and up to date information on those customers who do present a danger to our members. The database is electronic and uses an online reporting form, so the old IF1 will eventually cease to exist.
Early Problems
Despite all the hard work that went into designing the actual database it became clear from the familiarisation sessions that there were potentially significant difficulties in its practical application.
What do Members need to do?
The new approach to UCB means that claimants and customers will no longer be identified solely by a “PV” marker. Instead the database will display specific control measures that must be put in place when dealing with that claimant/customer. This makes it even more important that members are given, and take, the time to prepare for interviews/visits beforehand.
Although only a limited number of PCS reps will hold licences to access the full database, all members will be able to see the control measures applicable to individual customers.
Everyone has a vital role to play in ensuring that the database is populated and used effectively. The database will only be useful if it contains up to date, accurate information. It is absolutely critical therefore that members ensure that they report all incidents.
Sadly, we know that not all incidents in DWP are reported. This has often because members felt they were not afforded time to complete the reporting documentation; that they believe they should tolerate abusive behaviour as part of the job; that they feel it would show an inability to fulfil their job role; or simply did not think that the incident warranted reporting because the threat was to someone other than themselves or was just not serious enough to be reported. It is crucial that any incident is formally reported and DWP and JCP guidance is clear that anyone involved in an incident is given time to complete the report. The fact that you personally do not feel upset or threatened by inappropriate customer behaviour does not mean that you should not report it. The customer who shouts at you in a telephone call could potentially assault a colleague in a Jobcentre if your colleagues are not aware that the customer can react angrily.
Next Steps
The GEC will continue to work with DWP to monitor the rollout and press for improvements when we identify issues of concern.
