What is Outbound Call An Outbound is used

What is Outbound Call An Outbound is used by PIP agents when a caller requests an immediate call-back.

• Security When a call is made to a customer you must always verify their identity before disclosing or confirming any information. When DWP initiates the call to a customer’s home/mobile number we can take some degree of assurance we are speaking to the customer, however identity verification still needs to be conducted. Therefore the IDV test for outbound calls is that the customer must answer two out of a maximum four security questions. One question must be from the high value category.

Security Questions High security questions: • Number of dependants in claim • Date of last payment received. Medium security questions: • Name and surgery address of GP. • Marital Status. Low security questions: • Nationality. (security questions)

Implicit Consent Implicit consent is usually established in the course of an ‘inbound’ call from a representative seeking information about their client. However, where for any reason it is not possible to deal with the query in the course of the inbound call, and a call-back is necessary, implicit consent should be established as part of the call-back. If it is not possible to establish implicit consent on the call-back, a written authority should be requested before releasing information. Link : https: //intranet. dwp. gov. uk/manual/dla-child-instructions/telephone-call-received-third-party-or-informalrepresentative

Implicit consent wheel

Leaving Messages The preferred option when leaving a message, if the outbound call is answered by an answering machine or a third party is to state that you are calling from the Department for Work and Pensions. However, where appropriate, you may use the Business Unit, (JCP, Pension Service, Disability and Carer Service, etc. ). https: //intranet. dwp. gov. uk/manual/protecting-customer-informationover-phone-2014/13 -outbound-calls

Behaviour of claimants during call. • Claimants may be apprehensive and wary when called by the department, bear this in mind when on a call to the claimant, there may be reasons for this behaviour. PIP claimants may be vulnerable and may have difficulties because of a mental health, learning need or cognitive decision. This is noted on PIPCS with an “Additional Support” flag. • Some claimants may be vulnerable for other reasons, and DWP has a commitment to support these claimants through the process.

Behaviour Types of behaviour Possible explanations for this Behaviour The claimant is pausing for a long time before responding They may be nervous. They may be distracted by something happening nearby. They may be giving themselves thinking time before responding. This may be their usual manner of speaking. The claimant seems flustered They may be nervous about talking to an ‘official’. They may be afraid about the implications of the call – will they lose their benefit etc? They may be uncomfortable using the telephone. The claimant keeps asking you to repeat what you have said The claimant’s voice is very shaky The claimant seems to be talking to themselves quietly The claimant is shouting The claimant’s speech sounds slurred The claimant is not responding appropriately to your questions They may have a hearing impairment. They may be taking notes so that they have a record of the conversation. They could be giving themselves time to think before responding. English may not be the claimant’s first language. They may not like using the telephone. They could be anxious about their future - will they lose their benefit? They may be nervous about talking to an ‘official’. They may have someone else in the room with them, perhaps a child. They could also have a learning disability or mental health issue. They may be angry about something that has just happened to them but which has nothing to do with your call. They may have a hearing impairment and so speak at a volume that is comfortable for them. They could have a speech impairment. They could be on medication (not necessarily for a mental health condition) which affects their speech. They could have a physical health condition such as an acquired brain injury which causes slurred speech. They may have learning difficulties. They may have a hearing impairment. They may have difficulties with memory and/or concentration and need more time to take in and think about the question. The claimant’s first language may not be English.

Handling Threats of Suicide. Follow the six point action plan below if you recieve a telephone call from a claimant who threatens suicide. (Input handling threats of suicide)

Threats and Verbal Abuse • Prolonged or repeated verbal or written abuse can lead to anxiety and stress therefore it is imperative this risk is managed appropriately and action take: • Report any incidents using an incident report form, link below, your line manager must give you time away from your duties to complete this. • (input link telephone incidents)

Useful E-learning in CSL • • • Delivering excellent customer service: 45 mins. https: //civilservicelearning. civilservice. gov. uk/learningopportunities/communicating-customers Communicating with customers: 45 mins. https: //civilservicelearning. civilservice. gov. uk/learningopportunities/communicating-customers Supporting Vulnerable People: 1 hr 30 mins. https: //civilservicelearning. civilservice. gov. uk/learningopportunities/supporting-vulnerable-customers-online Going the extra mile: 1 hr. https: //civilservicelearning. civilservice. gov. uk/learning-opportunities/goingextra-mile-your-customer Handling Challenging customers: 2 hrs. https: //civilservicelearning. civilservice. gov. uk/learningopportunities/handling-challenging-customers Active listening: 30 mins. https: //civilservicelearning. civilservice. gov. uk/learning-opportunities/activelistening