Autism
7th June 2011
Dr Francis: To ask the Secretary of State for Work and Pensions what his most recent assessment is of the extent to which adults with autism are able to access appropriate services provided by his Department; and if he will make a statement.
Maria Miller: Jobcentre Plus is constantly reviewing ways that it can improve the customer service experience for all, including disabled people and people with Hidden Impairments such as Autistic Spectrum Disorders (ASD) including: Asperger’s syndrome.
In February 2010, in response to several requests from disability organisations, Jobcentre Plus established the Hidden Impairment National Group (HING), which is attended by leading medical professionals, disability specific organisations such as the National Autistic Society, Autism Plus, Addept and representatives with Hidden Impairments that are Jobcentre Plus service users. The main aim of the group is to improve the skills and knowledge of Jobcentre Plus staff by developing practical support tools to help them deliver an effective customer service experience at all stages of the individuals journey.
Jobcentre Plus provides appropriate and flexible support to ensure customers, regardless of their disabilities, are informed about and can access its services. The majority of Jobcentre Plus customers currently make their claims over the telephone to a contact centre. They are asked a range of questions to identify the most appropriate benefits available to them and the information is recorded electronically, removing the need for a claim form to be completed.
If a call of this type might prove difficult for a customer with autism, they can consent to a representative giving the information on their behalf. Customers can involve third party support at any stage in the process to access services if they think it is necessary.
Increasingly, customers are opting to apply for jobseeker’s allowance online via the “Do it online” section of the Directgov website. This provides the flexibility to access Jobcentre Plus services from their own homes, at a pace that suits them and allows them to be assisted in completing the application by an advocate or representative. Customers can also submit an initial application for employment support allowance via the internet claim service.
Should a customer be unable to use either of the options above, clerical forms can be issued or, where appropriate, a face to face interview at the customer's local Jobcentre Plus office organised.
Our work, with national partners such as the Citizen Advice Bureau at a strategic and operational level, offers a holistic and joined up service for disabled people, including those with autism.
Jobcentre Plus staff have the opportunity to learn more about the autism agenda through the 'Raising the Game on Disability' seminar, which covers a range of pan disability topics, but can also specifically include a session around ASD, to improve the customer service experience for individuals.
