I’ve really had enough of Access to Work. My friends seem to be having constant problems with it, and I know that other deaf and disabled people are too.
It’s so disturbing how people keep getting badly treated and put down, over and over again.
To watch this article in BSL, click play below.
Common barriers
I’m sure all kinds of disabled people are facing barriers to AtW, but I’ve decided to focus on deaf people, because that’s what I know about.
For example, the AtW application process is in English. There’s loads to read, and many deaf people find this inaccessible.
I know that deaf people have been told that they had to phone to apply for AtW too. Apparently, they had to phone, leave a message and wait for AtW to phone them back.
How is that a good plan for deaf people?! Of course, we could phone through a BSL/English interpreter, but how are we supposed to pay them if we haven’t been awarded any AtW funding yet?
Bit of a chicken and egg situation, that one.
The AtW website does have an email address on it now, though, which seems to be a recent improvement.
Then, when you actually get hold of someone at AtW, you’re faced with more barriers; they’ll they keep asking you loads of questions. For example:
“What exactly do you do all day? Tell us everything!”
“Why exactly do you need support? Tell us everything! Are you sure about that?”
…And then, when you’ve told them everything that you possibly can, you might get this reply…
“We’re still not sure about you. We’ll need to assess you again next month.”
And then, they’ll ask…
“Are you still deaf?”
Come on! As if you’ll magically become hearing all of a sudden!
I know this process is about money and about the Government trying to be “austere” and cut everything. I know we’re in a recession.
I do still feel there is a deaf edge to this, though – it does look like deaf people are being picked on.
Recently, I thought about this in more depth, convinced that there must be a word to describe this kind of thing, but I couldn’t think of one.
Words like discrimination and audism seemed too broad, so I asked my friend Dr Steven Emery, who’s an expert on deaf issues.
We discussed it, but nothing seemed quite right, until he suggested epistemic injustice (this means not listening to people from a minority group because you don’t think their knowledge is important).
How does this relate to AtW?
Dr Emery said it’s possible that AtW see deaf people’s knowledge as being less important, so we have to keep explaining ourselves over and over again. They see our information as poor, possibly wrong, so they have to keep checking on us.
And then, they ignore us!
So, we deaf people tell AtW the same silly things over and over again, including how we’re still deaf (and will be deaf again tomorrow)… and then what happens? They ignore us!
Information that we take ages to write doesn’t get a response. Advisers leave their jobs without telling us. Phone messages don’t get replied to.
Again and again.
There seems to be a lack of simple, basic respectful behaviour. I’m sorry, but where are their manners?!
…But don’t give up!
I know this post has been a negative one, but I do feel it’s useful to analyse things a bit. Sometimes, it just helps to have a word to describe what’s happening (if you think I’m wrong, do tell me – I’m happy to discuss this!).
If you’re having problems with AtW and you need support or advice, have a look at the fantastic deafatw.com website, a great source of information. If you want to feel inspired and uplifted, see the Stop Changes to AtW campaign site.
Take care of yourselves.
Jen Dodds is a Contributing Editor for The Limping Chicken. When she’s not looking after chickens or children, Jen can be found translating, proofreading and editing stuff over at Team HaDo Ltd (teamhado.com). On Twitter, Jen is @deafpower.
The Limping Chicken is the world’s most popular deaf blog, covering UK news and opinions every weekday.
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Andy, not him, me
November 7, 2014
You’re going to need a sign for that!
I do agree that hearing people tend to treat us as if we know nothing. I dislike boasting but I have had a very wide range of experience and I’m pretty bright. Why then, do hearing people treat me like an idiot and ignore most of what I say?
This used to regularly happen at work where some other staff behaved as if I were an invisible idiot. I always retaliated by treating them like a nasty smell. But it doesn’t solve the problem. Hearing people DON’T listen to us and that is why we keep ending up with these undesirable outcomes.
In the case of hearing people these Government organisations are pretty difficult to deal with. In the case of people with communication problems it is nearly impossible. As my mother would have said…. it’s like talking to a brick wall.
I don’t think your post is negative. It’s a list of all the things we need to deal with. That seems positive to me. I would just mention that I have been a beneficiary of AtW in the past. They supplied a special telephone so that I could work as a warehouse storeman. The result was that I held down the job for years and enjoyed a good income. I’m grateful.
But now, with this extreme Right wing Government, their attitude seems to have filtered downward through the Civil Service. It seems to me that the Government services are now doing their best to stop us (and other more seriously disabled people) from getting the services they were set up for. Only a few weeks ago someone grumbled that they felt that you need to have no arms and legs before you get any help. Things have just closed down.
Well one thing is to be very firm about the fact that we are experts on deafness and all its complicated effects. The Government must understand that when we tell them we have a problem that we’re not making it up! We have to build credibility so that people will listen to us. We must think about things like our public image, how the public see deaf people. We need to make them see the truth and stop jumping to conclusions.
Despite our internal disagreements I think the deaf world can co-operate over this. We all suffer from the same thing and in cases like AtW it can affect anyone at any time. You never know when you might need it. I’d like to see us all unite over this issue. We have shown that we can campaign together over things like the N.Staffs hearing aid issue, let’s try and do that again with this important principle.
We need to make them listen. Deaf people are the experts on deafness.
We need to get the rules clarified so they can’t keep sidestepping things. It must be crystal clear in future who gets paid for what and when.
We need to ensure a fair deal for those who work for us. Otherwise they won’t want to do it!
Jen Dodds (@deafpower)
November 7, 2014
Well said, Andy.
pennybsl
November 7, 2014
Excellent phrase, EPISTEMIC INJUSTICE.
Nevertheless, everyone who acted the way he / she did as civil servant, MP, minister, anyone who is paid comfortably by us taxpayers (especially Deaf & Disabled taxpayers), failed the regard and respect expected by the Equality Act, and contradict Employment Law.
The whole process is an insult to all who enabled us Deaf & Disabled people to attain our career roles – parents, carers, Teachers of the Deaf, CSWs, Sign Language Interpreters, note takers, etc…..
Natalya
November 7, 2014
Thank you for this, I understood 90% of the post from the BSL *grins*!
The main reason I believe Access to Work publish their email/fax details is because I used the Freedom of Information Act (FOI) on them TWICE in 2007 (after they ignored the first) and got two other friends to FOI them at the same time as my repeat request. I threatened to report them to the Information Commissioner’s Office for failure to “publish” the email address and fax contact details for themselves. The second time my friends and I got a very fast and grovelling letter from the Jobcentre Plus promising upload of data to the directgov website within 3 weeks – which it was. Gov.UK is surprisingly an improvement and they do seem to have streamlined their websites although I have to keep checking AtW’s details cos they keep changing 🙁
My first AtW application in 2007 was made by textphone which I had at home but a HOH friend had to phone them in voice when a major issue was that they couldn’t hear properly on the phone in the workplace and needed something like a Textphone cos amplification wasn’t working…. The advisor in our area had a strong foreign accent and his English was very poor. We worked out we’d both dealt with the same advisor and he was even worse over TextRelay cos the relay op couldn’t understand him and neither could I. His written English in emails once I shouted at him enough to get an email address was no better. The telephone application was just to provide info on a form which when it arrived for both friend and I was completely riddled with errors which we then had to correct by hand (I shouldn’t handwrite) and send back. All part of making you feel as small and worthless as possible by the impenetrable SYSTEM.
I’m orally educated and have a degree but I struggle with “official English” “corporate English” and Access to Work’s information is typical of that produced by the Jobcentre and DWP which I struggle to understand without support. I have to ask partner and friends to read and check I have correctly understood what the confusing language means… I have NO idea how others who sometimes struggle with English cope. Why isn’t there any information in BSL? Also nondisabled and hearing folk aren’t always able to help cos they don’t understand the context in which AtW write and AtW don’t seem to interpret their own guidance the same way.
Don’t get me wrong, I’ve had some excellent support funded AtW and even some good assessments and advice from assessors about the system but it has definitely gone down hill recently and it was never inclusive by design to begin with! I have always said AtW is hideously inaccessible by deliberate design for the Deaf and disabled people it is meant to serve.
I blogged last week on my public blog (http://natalyad.dreamwidth.org/15035.html) about how I think part of the “repeatedly asking for the same info” is one way of stonewalling us. It’s not that they don’t understand or receive that information but that they hope we will give up and go away. And it works. I didn’t have any AtW support for 18 months after a period of stonewalling by my ex audist advisor because everytime I thought about applying I wanted to cry with frustration. I even tried contacting the Information Commissioner’s office to ask whether repeatedly being asked to supply the same information was a breach of the Data Protection Act to “store information accurately” but they weren’t much use as they said AtW were permitted to ask for my info again and again to ensure it was accurate and it was up to AtW to deem what was “accurate”. They also said that AtW could refuse me accessible (electronic) information due to “security” as security is deemed by the organisation. Government supporting government to be bureaucratically disablist to support their own agenda!
When I did apply again 18 months ago I wrote in LARGE RED PRINT that I was not willing to deal with ex-advisor again because she was rude and ignorant about deafness issues and it wasn’t my job to educate her. I also said I didn’t need assessing again, but they insisted on assessing me again and the report was mostly MY work because the assessor didn’t have time/expertise to do the work as needed. AND then AtW insisted I rejustified everything that had been in the damned report – which I half wrote. I was furious “As page 7 says….” “As page 8 says…” it is not my job to justify what the assessor writes…
My new advisor was less rude but she also went through phases of not answering my emails until I hammered the central inbox with a series of forwards of all the emails I’d sent and complained a lot
And all of them know I can’t currently type on my Minicom keyboards and will still “Oh give me a ring”.. I mean FFS! I think that sums them up really because that is what hearing folk grok as utterly absurd.
I am wondering if we should FOI AtW to provide guidance information in BSL under the Equality Act. Has anyone done this?
Cathy
November 7, 2014
I don’t think this post is negative, but pointing out potential and current problems is positive. We are indeed the experts on deafness, but the problem is not actually our disability to them, but the cost of paying out for support.
Nobody has control over cost except the Government, we are controlled “top-down” and this is a problem for the whole country, in all walks of life, not just those of us doing battle with ATW.
I do feel, however that it is a little unfair to call ATW: epistemic injustice because they are only doing their job and following Government recommendations and guidelines, so I do not feel it is justified to label this company, but to label the Government!
No doubt, the employees of ATW have been told to ask if a disability is still ongoing, which I know is a very stupid question when its applied to deafness! It is not quite as stupid to ask what one is doing all day though. They are only trying to justify the amount to be paid out and we are all well aware of the high cost of interpreters. In light of such cost it does not seem out of place to ask if you need one for 8 hours a day!!
At the top end of the scale the Government should actually be asking themselves: what do our constituents need to run their daily lives? What kind of support is required and for how long? Of course the prats in Government never ask these questions about anyone in Britain, let alone those who are vulnerable. No, instead they chuck billions at the EU, billions in Foreign aid then turn to us and say, “services have to be cut!” What a damn cheek!!!
How they have the gall to behave in this way, I do not know but they need to change the way they work and operate. They need to think about their own people, the very ones who put a “cross in a box” for them! They MUST COME FIRST! They appear to have forgotten that charity begins at home. Taxpayers money should be spent in Britain to meet all disabled people’s needs, then the rest of the population, THEN they can spend abroad!
It is absolutely frightening to think that these prats are planning to enshrine foreign aid in law, so that any party in power MUST spend 0.7 of our GDP on foreigners and leave us with 0.3!!! What diabolical thinking especially when they don’t have a CLUE where or what the money is spent on!!!!
Deaf people, disabled people, old people, who are we?! We are nobody, just a cog in a wheel and as far as the prats in power we have “governing us” are concerned: we can all go whistle in the wind!!!!!
M
November 8, 2014
Thank u Jen. This information was helpful to know why I was struggling with institution and feeling a victim. Often not getting the right support I lost confidence and trust. I now feel better knowing the reasons and the just causes it had given me to make mentally unwell. I intend to use this phrases more often now. It is not just ATW but also public services.
Jen Dodds (@deafpower)
November 9, 2014
Wow, Natalya, I had no idea you’d written that and would have linked to it if I had. I’m kind of pleased that we notice similar things but sad at the same time. Not sure about the FOI requests – worth asking the Stop Changes to AtW campaign team!
M, I’m happy that you found my post helpful. That’s why I wrote it – I wanted to do something useful – words can be empowering and help us to feel less alone. I agree that it’s not just AtW.
Onwards and upwards, eh?
Noel
November 11, 2014
The government would be happy to see ISSI beheading off deaf people, disabled, old age and tiny majorities.
Natalya
November 11, 2014
(reply to Jen cos my reply won’t thread)
No worries, I meant to send my blogpost onto twitter and forgot, it was an 11pm bang it out before bed job after a discussion on FB about this whole thing. Your post is more publicly coherent 🙂
Good idea re stop the changes and FOI, will make time to look into that.