Literaturnachweis - Detailanzeige
Autor/inn/en | Hay, Caroline; Slater, Ashfa |
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Institution | Great Britain. Department of Work and Pensions |
Titel | The use of Jobcentre Plus telephony and face-to-face first contact services by customers with specific communication barriers. Gefälligkeitsübersetzung: Die Nutzung telefonischer und persönlicher Möglichkeiten des Erstkontakts mit Jobcentre Plus durch Kunden mit speziellen Kommunikationshindernissen. |
Quelle | London (2007), 140 S.; 375 KB
PDF als Volltext |
Reihe | Research report / Department for Work and Pensions. 446 |
Sprache | englisch |
Dokumenttyp | online; Monographie |
ISBN | 978-1-84712-231-5 |
Schlagwörter | Kommunikation; Kommunikationsverhalten; Kommunikationsmittel; Gesprächsführung; Gesprächsverhalten; Aktivierung; Kommunikative Kompetenz; Sprachbarriere; Modellversuch; Telekommunikation; Arbeitsmarktpolitik; Arbeitsuchender; Arbeitsvermittler; Weiterbildungsbedarf; Sprachbehinderter; Hörbehinderter; Forschungsbericht; Inanspruchnahme; Behinderter; Geistig Behinderter; Lernbehinderter; Großbritannien |
Abstract | "Telephone Contact Centres were introduced by Jobcentre Plus in 2001 as a first point of contact for all customers wishing to make a claim for benefits, or seeking job advice. Jobcentre Plus commissioned ECOTEC to explore the potential problems of Jobcentre Plus' telephony systems for customers with specific communication barriers. The research included interviews with customers with hearing impairments, speech impairments, learning difficulties, mental health issues and non-English speakers along with disability organisations, representative groups and Jobcentre Plus staff from both Contact Centres and Jobcentres. The main aim of the research was to investigate the barriers faced by the above groups to accessing Jobcentre Plus via Contact Centres. The research also covered specific aspects of face-to-face services within Jobcentres, particularly where individuals with communication barriers made first contact through the Jobcentre. The report covers the general manifestations of communication barriers, moving on to assess the roles of Contact Centres and Jobcentres in providing services for the specific customer groups included in the research, the views on use of interpreters, signers and advocates, and finally gives overall conclusions and recommendations." Forschungsmethode: empirisch-qualitativ; empirisch; Evaluation; anwendungsorientiert. Die Untersuchung bezieht sich auf den Zeitraum 2006 bis 2006. (author's abstract, IAB-Doku). |
Erfasst von | Institut für Arbeitsmarkt- und Berufsforschung, Nürnberg |
Update | 2008/3 |