dwp 3 way conversation with claimants

Samosa wrote:Hi again, forgot to say that when i had this 'warm hand over' - I complained to the restart people that the J/C were not taking into account my recent time as a carer & that i'd been to a interview but was waiting for refs - and suddenly the work coach came onto the phone, saying the carers allowance was a benefit, so they must have been listerning in all along..

a 3 way conversation is not mandatory and is consent based both ways

https://www.whatdotheyknow.com/request/714611/response/1703043/attach/4/Call%20handling%20national%20telephony.pdf?cookie_passthrough=1

3 Way Calls: The customer should provide explicit consent to continue with a
requested 3 Way Call. If the rules have been followed then we are able to
engage with a nominated 3rd party representative and therefore could offer a
conference call. https://intranet.dwp.gov.uk/policy/consent-and-disclosure-
including-when-share-third-parties

it is highly under the privacy rules

you must be informed at the start of the conversation that someone else is within the room or close to the phone and is listening into the phonecall

cab follow this rule when they phone out on your behalf as they inform the person on the other end who they are and are with the person it involves

dwp also cannot do a 3 way with a provider and also the participant as this would break all the rules of privacy within a phone call

theres alot of rules within the wiretapping to do with privacy and a provider would fall into these rather well
the provider may work for the dwp but any connection via a 3 way call is seriously not allowed

A great help #Admin .

The point to watch out for is, from the link (FOI 2020/83239) 'National Telephony Hub'(11/jan/2021):

'3 way call: The customer "SHOULD" provide explicit consent to continue with a requested 3 way call.  If the rules have been followed then we are able to engage with a nominated 3 rd party representative and therefore could offer a conference call"...



https://www.whatdotheyknow.com/request/714611/response/1703043/attach/html/4/Call%20handling%20national%20telephony.pdf.html

While I can't talk for others, I was presented with a letter 'mandating' me to a 3 way call between myself/The Roach'/Provider . What happened to my 'consent', SHOULD seems to be the get out clause .

https://www.whatdotheyknow.com/request/national_telephony_hub#incoming-1703043