Question to the Department for Work and Pensions:

To ask Her Majesty’s Government what steps they are taking to consider individual and local requirements in the provision of Access to Work support for deaf people.

All 128 Access to Work advisers receive training which includes Disability Awareness, Decision Making, Equality & Diversity, Negotiating Skills and Effective Communications. In addition, Access to Work have specialist adviser teams focussing on hearing impaired and visually impaired customers, and also a team to assist customers with mental health conditions. These teams receive additional training, which includes input from suppliers, disability charities and other disability led groups. Also as part of the standard adviser training, staff undertake Influencing Skills and Constructive Conversations training to enable them to work effectively with employers.

Access to Work advisers have standardised work instructions to help ensure consistency during the evaluation and decision making process. However, all Access to Work awards are agreed on an individual basis, taking account of a customer’s disability, job role and the barriers they are facing. Standards are monitored using a Quality Assurance Framework which includes the quality of telephone conversations with customers and employers, and the consistency and accuracy of decisions and financial awards.

Access to Work aims to contact customers within 7 working days and give 80% of all decisions in 15 working days. Time sensitive requests, such as customer support requirements at interview, are prioritised and are supported by a 5 working day service standard. Demand for Access to Work, particularly new applications, grew during 2013/14 and customer volumes continue to grow in 2014/15.