Minister of Human Services and Social Security Dr Vindhya Persaud has reprimanded employees at the ministry’s Pouderoyen, West Bank Demerara office over delayed responses, missing documents and procedures which have forced persons seeking assistance to make repeated visits.
During an unannounced visit to the Region Three office yesterday, Persaud spoke with several members of the public who complained that they had returned repeatedly to resolve individual matters, some of which remained outstanding for months.
In a video posted on the ministry’s Facebook page, some persons said they visited the office almost daily simply to obtain a signature but were told that the authorised officer was working at another location. Others complained that their documents had been misplaced or could not readily be found.
Persaud told the employees that these practices were unacceptable, particularly in an office responsible for providing essential social services.
“Y’all got to do better. We can’t have people running up and down. It costs money, it costs people time and it’s money people can ill afford,” she said.
The minister also criticised the office’s record-keeping system after observing files stored in boxes without what she considered to be an adequate arrangement for retrieving and protecting documents.
She said citizens should not be inconvenienced because records could not be located or because no authorised officer was available to sign documents.
“This office can’t be without somebody to sign because when people come in, it’s a problem,” Persaud said.
She instructed the employees to introduce a system under which visitors are greeted on entering the building, asked the purpose of their visit and directed promptly to the appropriate officer.
“One of the things I need to have happen is when people walk through the door, somebody asks them what they are here for and, ‘How can I help you?’ That is the culture I want,” she said.
“That’s how I want y’all. When people come in, they must not have to sit and wait and wonder.”
Persaud said an employee should be stationed near the entrance to guide visitors and provide clear information about the documents and procedures required.
She also called for applicants to be contacted and informed whether their requests had been approved, instead of being required to visit the office repeatedly in search of an answer.
The minister said the ministry was service-oriented and its systems should be designed around the needs of citizens rather than burdensome internal procedures.
Where possible, she said, matters should be resolved on the day they are brought to the office.
“If they come one day, deal with the issue on the same day. I am not happy about this,” Persaud said.
The public reprimand comes approximately two months after Persaud similarly confronted workers and administrators at the Palms Geriatric Home over deficiencies in patient care, medical records and nursing practices.
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