I’m a call handler for the DWP, where empathy isn’t a trait that’s valued very much. But I’ve been on benefits and I know how difficult it can be looking for work while trying to survive on a minimal amount of money.

I wish I was the one who made the rules, especially after dealing with universal credit claimants for more than two years.

From day one, I’ve been told by long-standing colleagues and managers that it’ll get easier to deal with calls, that I should “shut off” and “not get involved”, but that isn’t the case.



I want to say to the claimants: I do empathise with you when you explain to me what’s happening to you, and how hard it is.

My city piloted universal credit. We’re becoming a Cathy Come Home society | Nick Forbes Read more

To the young lady I spoke to a few weeks ago regarding her childcare costs, I’m sorry the process wasn’t explained to you properly when you started your claim. I’m sorry you had to speak to four other people before me who all gave you the wrong information.

I tried to explain the process to you by using my own knowledge, since I am a working mother myself. But I was told by my manager I can’t use my personal

situation to relate to you, I must keep myself detached from anyone I deal with.



To the gentleman I spoke to recently regarding his claim, I’m sorry you lost your home because of the way the system works and lack of information. I’m sorry your landlord wasn’t more understanding about the seven-week delay on your housing benefit payment.

We’re constantly monitored at work, including how often we go to the toilet, and for how long

You needed to hand in an up to date tenancy agreement so your housing benefit is calculated correctly, but this wasn’t made clear. It happens a lot in the department, and affects a lot of people.

In the office, call statistics are a massive focus and this feeds into our personal performance record. We’re constantly monitored at work, including how often we go to the toilet, and for how long. We’re asked to explain ourselves if managers think we are taking too long.

It creates unnecessary extra pressure on the staff, who are already dealing with a highly stressed group of people who are put under extremely stressful circumstances a lot of the time.

We are now told to put the caller on hold instead, adding even more time and expense to … a very lengthy call

We used to have time allocated at the end of each call to process anything that couldn’t be done during the call such as sending information over to other departments or making payment calculations. But this has now been stopped. We are now told to put the caller on hold instead, adding even more time and expense to what is already a very lengthy call.

It isn’t fair to keep you on the phone and make you pay more for the call. I do my best not to extend it any longer than I have to and still do work after the call, but we’re always being scrutinised. I know that not contacting us can cause a sanction to be imposed.

I am a person, and I care. I follow the rules because I need to keep my job and provide for my child. It makes me sad that so many people have lost their homes, and many their lives, due to the changes that have occurred since universal credit started. Please believe me when I say, I do not take the least bit of pleasure in feeling like I’m causing heartache for so many people in doing my job.



This series aims to give a voice to the staff behind the public services that are hit by mounting cuts and rising demand, and so often denigrated by the press, politicians and public. If you would like to write an article for the series, contact kirstie.brewer@theguardian.com



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