Few find staff unhelpful

Press, 15 February 1986, Page 15

Few find staff unhelpful

PA Wellington Less than 10 per cent of beneficiaries consider Social Welfare Department staff unhelpful, a survey shows. Unemployment beneficiaries were chosen for the survey because they were the largest number visiting the department, making a total of more than 20,000 visits a week. Of those interviewed, 88 per cent were either satisfied or ambivalent about the service on the whole. Only 12 per cent were actively dissatisfied.

About 90 per cent said that staff were helpful or that some staff were helpful. Only 9 per cent thought they were unhelpful. The survey was conducted in 1984 in eight departmental offices. Staff were interviewed also to help understand reasons for dissatisfaction at reception areas. “The organisation, training, , and approach of staff were shown to play a larger part in quality of service than did numbers of staff in each office,"

said the Minister of Social Welfare, Mrs Hercus. ;; Main factors contributing to a lack of satisfaction were a lack of privacy, having to wait, difficulty with forms, problems with understanding staff, negative attitudes by the staff, and delays with benefits. Pacific Islanders were the group least satisfied with the service available. European expressed the most satisfaction. Mrs Hercus said the department was following

up the findings to Improve its sendee. Its recommendations included developing a mini-, mum accommodation standard for" offices; reviewing the role and grading of receptionists; making staff names visible; identifying staff training encouraging cultural awareness; using multi-, lingual forms; liaising with groups representing beneficiaries; reviewing the policy on stand-downs; making sure that clients are aware of the full range of services available.