I have reflected on how a language barrier can cause someone to fall foul of the systems here unknowingly, I have observed this with Universal Credit Claims, the last one happened recently. SWG attended an appointment at Manna stating that his Universal Credit had been stopped. Also, his mobile phone wasn’t working he could not receive the text messages which the Job Centre had sent to him.
I called the Department of Works & Pensions (DWP) on his behalf then passed the receiver to him to speak to the Officer, with the call on loudspeaker. When the caller asked SWG to confirm his name it wasn’t immediately clear because SWG pronounced his name in the phonetically and dialectically correct way additionally his voice was soft. Eventually there was understanding. The Officer asked whether he was happy for him to continue talking to me. SWG looked at me confused and I explained the question and reflected how we Officers have to rethink our usage of professional language when dealing with clients whose first language is not English. The interview could not continue because SWG was using his Wife’s phone, but his number was registered on the claim, the verification text had just been sent through to SWG’s phone and could not be resent. The Officer advised that we call again this time with SWG’S wife present to give her consent to the interview.
SWG returned with his wife, SF, but stayed outside the building to attend to their child (children aren’t allowed in the centre). I called the DWP again and a translator was called on to assist. I could see SF struggling. When she was asked to give her surname she hesitated and gave her first name; I became anxious because failing to answer the security questions could jeopardize the interview. She was asked to spell her first name and struggled again with the alphabetical names and arrangements. At times I did interject to assist and in desperation, asked the husband back in with their child, as the place was empty of service users, a colleague advised that this would be alright. My colleague and I provided a Dolly and drawing materials to keep the child entertained whilst the parents dealt with the DWP.
SWG had a better command of English than SF and communicated the problem. The Officer resolved the solution and told SWG to return home as the matter would be solved. The next week SWG returned, the issue remained. I called the DWP again, we struggled but managed without translation, the issue was revisited, SWG was told his payment would arrive soon. SWG thanked me for my help – we had stressed but it was worth it, another example of the versatility and agility of the services offered by Manna.