write-offs, overpayments… The mediator of Pôle emploi underlines the difficulties of the institution to admit its blunders.
Compensation wrong, money paid incorrectly and then claimed job seekers – the so-called “overpayment” -, radiation-unexplained… the job center is wrong sometimes. In this case, to recognize that he is the victim of an error can often be a real obstacle course for the unemployed. In its report to 2017, published in march, the ombudsman maison, Jean-Louis Walter, devotes a passage to the heavyweight title meaning “Error of Pôle emploi: to recognize and assume”.
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Rose-Marie Pechallat familiar with the matter. Former advisor in charge of fire the AGENCY, she is today at the head of the site, use of-radiation on which job-seekers tell of their misfortunes. In his eyes, the non-recognition by the Pôle emploi is a phenomenon well-rooted. “I raised this issue there has already been more than twenty years,” she says. When a dispute settles, sometimes it can take years before it is resolved. And it is very rare that the Pôle emploi admits in writing that it is wrong. I think I read it only once.” Not very reassuring.
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“They know very well that it is a mistake to Pôle emploi, as I do not have to pay anything (but) they tell me that it is too late, that it is necessary to pay”, illustrates a user in a mail addressed to the ombudsman in November last year. The matter has been resolved since, but it shows how this kind of trivial problem may dive job seekers in great distress.
claims easier for the job seeker
The question, therefore, is not new. But if the ombudsman, in office since 2010, and addresses what remains a “taboo” according to his own words, it is of course to attempt to influence change. He wishes that the public operator manages to “reverse the values and (to) challenge a form of power and relative impunity,” he writes. “Records management is very complex so the error is absolutely unavoidable,” he says. This constitutes a risk that is intrinsic to the work of the teams and it’s called, obviously, or reprimands, or sanctions. But it must be attentive to these lifts.”
The number of complaints with the Pôle emploi is slightly lower, but still important: 479 370 in 2017. The ombudsman, himself, was seized 30 472 times. There has been significant progress”, he says, including “within the board of directors, who seems to have understood the stakes of the issue of claims,” says the ombudsman. As a prerequisite, but that is not always perceived on the ground.
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the Main recent advance: the implementation of a new software last December, which gives the hand to the unemployed person. Up to now, “the agents were responsible to assess for themselves what was or not of the claim. Now, the process part of the users themselves,” says the ombudsman, who is hoped that this will better take into consideration their requests.
Concretely, the claim online, through the account of the job seeker, landed at the agency level. Since the 19 march last, the person who filed the claim shall receive an acknowledgement of receipt of its request, specifying the duration of treatment (approximately seven days on average).
In the case of non-response or a failure, they can appeal to the mediation in writing or by email by providing all of the necessary parts (letters, certificates…) “20% of the requests that I get are the processing of folders, and some situations might be prevented further upstream, if the adviser had more time or if the procedures were less cumbersome,” admits Jean-Louis Walter.
The advisors are not equipped to meet
The mass of information processed each day by the teams and the internal circuits, at times complex, and can complicate their task. “The management of some documents, such as pay slips or attestations employers has been under-treated, and this can give rise to inextricable situations and conflict,” he says.
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“In my region, the software was sometimes a little distracted, to contact advisors by example, resulting in a small increase of the load of work,” responds David Vallaperta, elected CFDT in New-Aquitaine. This history of the denial of the error is undoubtedly true but, for me, it takes a lot of the internal organization in terms of compensation to the job seekers. It seems to me more urgent to review the process as to claim in a single blow, a right to error.”
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the pressure Of that job-seekers may suffer in the long term. “Some cases of overpayments resurface years after even if the job seeker is re-entered, says Rose-Marie Pechallat. Many advisors say they do not have information on the problème, that it was not them and they don’t have the time to look where it comes from. It is often the management of the agency, which refuses that they spend time on it.” The cultural change could take some time…