Victory! After a catastrophic set of calls over a 2 day period with a deaf claiming I was assisting with the DWP, it was clear to me that the DWP staff training was (putting it politely) unsatisfactory?
So I have raised the issue directly with senior management at the DWP and the response in writing says the following:
"I have highlighted with Senior Management the need for further information and training to be cascaded to all front line telephony agents in regards to the Relay UK service - Please accept our sincere apologies that this did not meet the standards expected".
A direct, unequivocal notice that DWP front line staff are to be properly trained to handle calls from the deaf and verbally impaired - Woohoo!
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