Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what steps her Department plans to take to help ensure that all Job Centre Plus sites are accessible to people with hearing loss.

The Department for Work and Pensions (DWP) is committed to making its services accessible for all its customers together with those who may have additional communication needs including hearing loss.

Deaf and hard of hearing customers visiting Jobcentres are able to access different support based on how hearing loss affects their communication needs. Job Centres are equipped and currently provide mainly portable, but also some fixed hearing loops across the network, for those customers with hearing loss. There is a new initiative to improve our environments for disabled customers and those with health conditions which will include people with hearing loss. This work is due to start in October.

For those customers who are deaf or hard of hearing and attending a prearranged appointment with DWP, staff will already be aware of the customer’s communication needs from DWP’s computer systems and have access to a language services contract to pre-book an interpreter to support face to face contact. The interpreter will be skilled in providing non-spoken language support including British Sign Language (BSL).

Furthermore, a Disability Employment Adviser (DEA) is assigned to each Jobcentre site. The DEA is skilled in understanding the needs of disabled customers, including those who with hearing loss. The DEA provides support to Work Coaches to ensure that Work Coaches are able to increase their awareness and empathy when dealing with customers who have hearing loss.

The Employer and Partnerships role within DWP forms effective networks with a variety of local stakeholders, including organisations and charities that support customers with hearing loss. These relationships are vital to ensure that DWP is able to provide consistent and effective support to its customers.

On a national level, DWP has established a range of networks with its stakeholders to provide a voice for the customer. The Taskforce for Accessible Information, the Reasonable Adjustments Forum and the Operational Stakeholder Engagement Forum all regularly meet with a cross section of groups representing disabilities including those with hearing loss. The purpose of these forums are to ensure that DWP elicits feedback and insight into how its services are being used by those with additional communication needs and to seek continuous improvement.

Following the expansion of Video Relay Service last year, whereby deaf customers are now able to make an inbound telephone call to DWP via a British Sign Language interpreter using a video connection, DWP is currently exploring how this technology can be adapted to support video remote interpreting. This will increase the flexibility for DWP to conduct face to face and telephony based contact with deaf and hard of hearing customers.