Never been threatened though colleagues have had to escort people from the premise.
Had one or two get a***y on the phone latterly.
Our main advice service is mostly run by volunteers; I will be one on the phones tomorrow.
Over the pandemic we've lost a lot, maybe 50%, of volunteers. Recruiting now but training takes quite a while. Wait times, if you've got a problem, are way too long.
On my paid days I'm on a contract to deliver focussed advice on claiming one benefit. People who haven't the patience to wait for a reply hit the 'claim UC' option and then get very argumentative when I say I cannot help them.
They're not answering; you've GOT to step in the breach.
For a while I'd take their details and send a task to the local office.
No longer got the time for that; target for in scope calls involves so many daily contacts I can no longer do it.
Ever so sorry but goodbye...
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