Relations between reception agents and users are increasingly complicated at the Caisse d'Allocations Familiales and at Pôle Emploi, according to the preliminary results of a CFDT survey that
Le Figaro
was able to consult.
In a questionnaire administered between April 12 and June 15, 2021 to 252 CAF agents and 327 Pôle emploi employees, one in five employees reported tensions in their interactions with beneficiaries.
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For the Caisses d'Allocations Familiales, 21% of reception staff believe that relations with users are strained.
3% of them even believe that they are aggressive.
However, 76% find them courteous.
On the Pôle Emploi side, 30% of agents find relations with users tense or aggressive.
The work environment is also criticized: 39% of CAF agents believe that their team is disillusioned, even fragmented and individualistic for 13% of them.
At Pôle emploi, 42% of employees find their team disillusioned and nearly 20% believe that it is individualistic.
Late payments and IT problems
In the Family Allowance Funds, voltage main factor is the computer, according to testimonies collected by the CFDT '
reform periods and various computer problems bring substantial processing delays whose families are dependent, this causes tensions and aggressiveness
”, explains an employee in his questionnaire. For another employee, the answer is therefore obvious, “
being up to date within the processing times would avoid aggressive policyholders
”.
“
With the
reform of the APL
, many hiccups appeared because the information systems were not adapted and caused bugs on the calculation of the rights. This increased the tension,
”explains Cyril Peltriaux, deputy secretary general of the Federation Social Protection, Travail, Emploi at the CFDT, in charge of monitoring the investigation. For its part, the National Family Allowances Fund (CNAF) recognizes "
computer malfunctions
" following the reform "
delaying the processing of certain files (about 2%)
". However, the CNAF underlines a "
continuous improvement trajectory
", thanks to the efforts of staff "
to repair errors that could not be done automatically
”.
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In the Pôle Emploi agencies, other reasons are put forward to explain the poor quality of relations. An agent underlines "
procedures which are not always in adequacy with the social distress
". “
Faced with the disparity of communication channels, and the digital divide, users are sometimes tense and aggressive because they are systematically referred to the digital tool that they master more or less well or quite simply that they do not have at home. -eux
”, details another employee. With the Covid-19 crisis, the use of digital technology has become central, and the divide has therefore widened. Also involved, the devaluation of the profession which would require "
a lot of communication work
" in order to "
restore the image of the institution
”.
Cyril Peltriaux also gives avenues for improvement at the organizational level: "
We need support for users and beneficiaries with a more efficient organization, to ensure that each agent has time to read the file of the person he receives. before the meeting
”.
This would allow more fluid and optimized relationships, he said.
Increased security in Pôle Emploi agencies in Île-de-France
As for the CFDT, it is difficult not to establish a link with the recent reforms of the government.
"
The reform of housing assistance, which entered into force in January 2021, has already had a large impact on relations in the branches of the Family Allowance Fund
" explains the Secretary General of the Federation Social Protection Travail Emploi at the CFDT, Helene Ibanez.
“
The unemployment insurance reform is also creating strong tensions at Pôle emploi, and we are therefore going to relaunch the survey to measure its effect,
” she continues.
The final results should not be known until November.
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However, the deterioration of relations between reception agents and users seems to precede the various reforms.
Thus, after the assassination of the advisor in Valence, measures to strengthen security had been announced, and the General Directorate of Pôle Emploi had deplored 9,000 reports of aggression or incivility in 2020. A symbol of increasing character. more violent interactions: anti-aggression bracelets are offered to employment centers in Île-de-France.
Pôle Emploi then denied any link between the increase in security and the reform of unemployment insurance, citing rather a long-term trend.
