A minor little campaign victory achieved at NDCS the other week: the Department for Work and Pensions (DWP) accepted that deaf people should not be forced to use the phone to make a claim for the new Personal Independence Payment (PIP) benefit.
Usually, I do a little jig and get the Bucks Fizz out when a campaign victory has been achieved. But this was a very small, unsettling one and which left an unpleasant taste in the mouth.
How come? Because the only real concession is that deaf people have been given a postal address that they can write to to ask for a paper form instead.
And why is it an unsettling one? Because it was such a small issue that should absolutely never have been an issue at all. And because it’s revealed some rather interesting things about how the Department for Work and Pensions, which has responsibility for disability issues across Whitehall, seem to approach issues around access for disabled people.
For example, who at DWP thought it was OK to propose that the only way that a deaf person could make a claim was via a telephone?
If an online system is being created, why not wait until this is developed before rolling out the new benefit so that more people can access?
And, the worse one of all for me, who on earth thought it was acceptable to suggest that if a deaf person couldn’t use the phone, it didn’t matter too much because they could ask a family member to call DWP for them?
Something has gone very horribly wrong when the Minister and officials responsible for disability have to be hectored at some length and for some time to take a tiny step to improve access.
Officials were seemingly operating in ignorance of the Equality Act 2010 and its central tenets to remove discrimination and promote access for disabled people. Throughout the whole exchange with DWP, it was abundantly clear that the needs and the convenience of their ‘system’ was far more important than the physical access needs of disabled people.
And this is before we’ve got to the raft of spending and welfare cuts that are going to impact on disabled people (and which the Government refuses to assess the impact of – another legal requirement). This was a small issue. But it said big things about the Government’s wider attitude towards disabled people.
I despair. It makes me angry and depressed. But equally it makes me more determined to keep challenging the Government. And I hope others do too.
P.S. If you’re not sure what this new PIP benefit is all about, both the National Deaf Children’s Society and Action on Hearing Loss have recently produced some information resources on PIP for deaf young people, parents and deaf adults.
Ian Noon has been profoundly deaf since birth, giving him an interesting perspective “on what needs to change for deaf children and young people in the UK. It also means I have very questionable taste in music.” When he’s not stealing the biscuits in the office, he runs, does yoga and plans his next backpacking holiday. He works for a deaf charity but his views expressed on his blog and here, are his own. Follow him on Twitter as @IanNoon
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Andy not Mr Palmer but another one
July 19, 2013
As long as I can remember, which goes back to just after WW2 deaf people have been expected to somehow cope. It was always assumed in the past that we would somehow get by and of course family members were pressed into service. Deaf people would often have a friendly hearing person who would chase things up for them.
I can remember many times in the past when I have had to ask a parent or teacher or even a friend to make phone calls for me simply because there was no alternative and no forseeable way of getting one. It is wonderful that we have established this principle that deaf people must have independent means of contacting officialdom.
In fact it is Government policy, but not enough people seem to know about it. As you have just proved. How many more times must we go round the same loop before they catch on?
Throw this at them : http://odi.dwp.gov.uk/disabled-people-and-legislation/disability-equality-duty-and-impact-assessments.php
Rob
July 19, 2013
Being mostly a single deaf householder…it is a nightmare! I have resorted to pulling the plug out on my phone to stop ghost calls. This article comes as no surprise to me. The Deaf are always last in the queue to be considered.
Carrie S (@kevstanley66)
July 19, 2013
The online application system, according to a DWP staff member I have worked with recently, is not due to go live until 2014 at the earliest (so probably later still). The DWP have rushed through a benefit which is ill thought out, and potentially horribly inadequate for many claimants, from the point of application onwards.
Inevitably there are huge worries, not just about the application process (as if that weren’t enough), but whether people will actually be awarded the new benefit, when the DWP’s principal stated aim is to save 20% of the DLA budget by the introduction of PIP.
I would definitely advise anyone who is claiming PIP (whether for the first time, or as a response to a letter from the DWP “inviting” them to claim) to seek advice information such as the sources in this article, if they are at all unsure about the process.
Wendy
July 19, 2013
There is another flaw! Even if the form is postal or online, there will be a huge majority of BSL users not understanding the jargon and questions as the language will be too complicated. Another way to exclude people from applying without external intervention.
Natalya Dell
July 19, 2013
I wrote to the DWP about this as part of a Freedom of Information Act request and it is apparent they DO NOT understand the issues with the PIP process being telephonically barriered. I too got the “you can write” even though writing is completely not the same.
Also the forms are paper only, I complained about this as well and got the bullshit “get someone to help you” response which is SO patronising, against the idea of “independence” and sickening. I don’t have anyone willing or able to do the form who I am willing to share my personal info with. There are almost no welfare benefits support services left in Birmingham where I am now – they are being overwhelmed as it is with people who are genuinely way more disadvantaged than I am.
I need to sit down with people who can write and make sense of crap and draft a reply which says “not good enough, try again” cos they failed to demonstrate exactly how they had equality impacted the PIP process or give more than vague promises and sweeping generalisms…
The DWP wouldn’t know inclusivity for deaf people if we beat them round the head with a large foam cluebat. I guess the only good thing about your post’s content is that it is not just me who “gets this” and is angered enough to poke the DWP with big sticks.
Bill Stewart
July 19, 2013
Writing to a postal address to get them to send you a form? Really? And they’re probably grumbling about the extra budget required to support the clerk who handles it.
One of the few positive things I’ll say about the US Internal Revenue Service is that they’ve long ago figured out that they can put all their forms on the web for download. They do still make them available on paper (typically at public libraries and post offices), but if you need to get “Form#123456 Really Obscure Exception To Form#123455”, it’s right there on the web, instead of having to go to the main post office if your local office didn’t have it.
Deaf the noo
July 19, 2013
Here in Scotland the Government is proposing to make deaf awareness training mandatory for all public sector staff who provide care and services to deaf people. As we know from experience, deaf awareness training in itself isn’t a magic bullet. But it’s a good start and, if done properly, is expected to make a difference in cases like the DWP one you’ve described. Scotland is the place to be these days if you’re deaf.
ann goldfinch
July 19, 2013
Oh my! One would not believe this is he 21st century to read Hesse comments. How depressing. W ell done Ian you’ve come on in Leo’s and bounds 🙂
Tim
July 20, 2013
When all sorts of things are done and not done that make it difficult for Deaf people to claim PIP, there has to come a point when you ask yourself ‘is this the intention?’ i.e. maybe they just don’t want Deaf people to claim PIP. After all, the stated reason for this whole upheaval was to cut the DLA bill.
People may think that I rant and rave about Malcolm Bruce for no good reason, but he voted for this. Years and years of legal progress, tribunals, decisions, results and the House of Lords success in Fairey/Halliday. It doesn’t matter if you fought for years to get an indefinite award, welfare “reform” will sweep it all away. And that’s just DLA.
Jane Young
July 20, 2013
It’s the same for people who can type but not write – as another commenter has pointed out, it’s going to be a long time before DWP produces a completable pdf, which was always available for DLA and is available for ESA. The DWP doesn’t have a clue about access. I emailed the EHRC about it and didn’t even receive a reply, so they’re not much good at their own job of promoting equality. Astounding and shocking in the 21st century!
David Harley
July 21, 2013
I live abroad, but have thought about returning to the UK, as I get older. However, I have such massive ADHD and bipolar that I have been diagnosed as 75% disabled. Coping with insurance and other bureaucracy is a nightmare. The idea of coping with a whole new set of forms is more than a little frightening. I am financially solvent, but I can readily imagine being stripped bare, just as many of my sick or disabled friends in the UK have been.
The way that everything has gone online, and questions are fielded by automatic telephone answering systems, really perturbs me. I feel shut out. As my hearing and sight begin to deteriorate, I can foresee myself becoming trapped in a world of total incapacity. Yet I have plenty of adequate mental functions.
We are all, able or not, being fitted into square holes that suit bureaucrats.
davidcameroniskillingbritain
July 21, 2013
The Conservatives are making life as difficult as possible for disabled people that is how weak and pathetic these people are. Id be ashamed if Id voted for such a vile party because your as good as guilty to manslaughter along with them for all the deaths the Tories are responsible for
123vince456me
July 21, 2013
I have aspergers – I cannot talk to them by phone, I am totally isolated – no one can help me.
Sheogorath
July 27, 2013
Oh, having phone-only options makes total sense. After all, everyone knows that Deaf people always live with their families, every other member of which is always hearing, and never, ever live independently. *rolls eyes* Every day I think I know the full extent of bureaucratic stupidity, but every day there’s a new surprise.
Lisa
January 8, 2014
Thanks Ian. I phoned today on behalf of my deaf Asperger’s son …
Them : Are you the appointee ?
Me : No, he just needs a form thanks.
Them : Can he come to the phone ?
Me : No, he’s deaf and can’t use the phone. He’d just like a form thanks.
Them : Right, no problem. I’ll start the procedure (30 mins) *blah … numbers….blah…history… backdated …blah* … and are you the appointee ?
Me : Nope. He’d just like a form thanks.
Them : Sorry, can’t do that unless he comes to the phone. Thank you for your call to the DWP and have a nice day *deadtone*
I know it’s not rocket science because I kind of get rocket science. I’ll phone them back with an anxty grown-up son shredding cushions and shouting WHAT? in attendance as required, because that totally proves it’s not me and my ventriloquist dummy. As indeed his signature would on a form, if only they’d send him one.