At Pôle emploi and in the branches of the family allowance fund, relations between reception agents and users are not always easy.
According to a CFDT study, 24% of CAF agents and 30% of Pôle emploi agents believe that their interactions with users are tense, even aggressive.
Behind these tensions, inadequate IT tools, excessively long procedures and agents who can no longer cope.
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"
The CAF Du Nord has 600,000 beneficiaries, it is the largest CAF in France,
" explains Nicolas, consultant manager at the CAF du Nord, in charge of receiving beneficiaries and handling the processing of their file.
But behind the pride in belonging to this great machine, "
this social barrier
" as he calls it, hides a feeling of helplessness in the face of increasingly dissatisfied users.
"
We should be the ones who provide a solution, but in the end we are the ones who generate the problem,
" he laments.
On the Pole side
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