@Preeeettyprettygood i understand your passion but you have to admit this is down to the individual there is no consistency. (as with many job roles) So a claimant has a good work coach and or a good case manager and a positive experience and this is how it should be. But you are being either naive or disingenuous if you believe that many of them care.
The DWP do tell the claimant that some nurse or OT with no experience of the claimants condition overrules a GP in deciding if he is fit for work based on a 30 minute telephone call, because the DM follow the HCP report.
If the DM adds their own points they frequently have to explain it to their manager. May not be you personally but it’s true.
Whose responsibility is it to send out a UC50, and yet they are not being issued meaning claimants are waiting far more than the stated 3 months for assessment?
In truth does a work coach or a case manager have time to do everything expected of them, given their workload? Would they be risking burn out if they tried?
Two examples, of many, are a work coach who was so concerned that she gave the claimant no work search and referred him to social services, well done that WC. She was then taken off the case and the claimant got another WC who immediately said he had to attend appointments and look for work. Why?
A claimant went abroad for a 2 week holiday, gave the dates to her WC, the case manager closed the claim and claimant was told to make a new claim and ask for backdate on return to the U.K. Again Why would someone do this?
As a rule work coaches don’t know the law, case managers don’t know the law and yet continue to make decisions that have a major impact on claimants lives. Yes a DM can change the decision but it takes too long and the impact can be devastating.
It is great to know there are some dedicated people like yourself but it’s really not consistent and it’s hard when your good work is overlooked, because there are some fantastic staff dealing with some really tricky claimants.