The aim of the exercise is to reinforce and practise the learning from the previous exercise about identifying matters that are genuinely urgent.
Ask for 3 actors to take the parts outlined below. Give each person one of the scripts. The rest of the group acts as the panel which must decide who should have the appointment.
Each actor presents his/her query to the panel. The panel must explain to the group the reasons for offering the appointment (to Naseem Ahmed – no money/possible eviction/may be about to accept a high-interest loan from a doorstep lender)
Simon Smith
Two weeks ago, you signed a contract with the Lemon Mobile Phone Company. The person you spoke to said that they would accept your old phone in exchange for a new one which has a lot more features including internet access. The person in the shop said that the monthly payment would be £20 – the same as it was for the old phone. You signed the contract but didn’t read all the information. You have just received a bill for £50.
You telephone xxx advice agency and tell the receptionist that you have taken the afternoon off work to try to get advice and it’s vital that you see a senior adviser today as it’s really very urgent and you believe that your rights as a consumer have not been respected.
Naseem Ahmed
You lost your job 6 weeks ago. You have made claims for Jobseeker’s Allowance, Housing Benefit and Council Tax Benefit but the claims have not yet been processed and you have had several letters and telephone calls from the Dept. for Work and Pensions and Eastminster Borough Council asking for more information. You have no money to live on and haven’t been able to pay the rent. You have had a letter from your landlord saying that he will evict you if you don’t pay all the rent owing by the end of the week.
You visit xxx advice agency and explain your problems. You tell the receptionist that someone is calling this evening to offer you a loan, so you can wait a couple of weeks for an appointment as other people may have more urgent problems.
Sarah Williams
You live with your elderly mother. She suffers from arthritis and although she is still quite active, you are worried that her condition is likely to deteriorate eventually. You want some advice on what help she might be able to get if in the future she is unable to look after herself properly. You would also like to know whether you could claim any benefits if you gave up work to look after her.
You telephone xxx advice agency and ask to make an appointment to speak to a welfare benefits adviser. You are going on holiday next week, so you would like to speak to someone this week if possible as it’s very urgent and you’d like to be able to enjoy your holiday without having to worry about this problem.
