Pearnel Charles, Jr, minister of labour and social security, says an assessment is being done ahead of an overhaul of the Programme of Advancement through Health and Education (PATH).

Charles Jr’s comment came in light of criticism from inside and outside of the Government about the operations of the welfare programme.

The most recent criticism came from Member of Parliament for St James West Central Marlene Malahoo Forte during a PATH townhall meeting in Montego Bay, St James, on Thursday.

“I hear a lot of constituents say that when they go to the Ministry of Labour’s office in Sam Sharpe Square they sometimes feel like they are a bother to some of this staff. While some may be responsive, others make them feel as if they should not be there. What this highlights is the gap that very often exists between the high level in the ministry, where the policies are made, and the lower level where they are implemented. I hope that as you engage with members of the public this is one of the issues that you will bear in mind,” urged Malahoo Forte, who is also minister of legal and constitutional affairs.

“Government is not a one-man show. The Ministry of Labour or any other ministry is not a one-man show and we will be as good as the service that is delivered to the people, and the person who has no connection anywhere. He’s the person who needs the greatest level of guidance under attention from the ministry offices,” Malahoo Forte said to an approving round of applause from the audience at the Montego Bay Civic Centre.

Charles Jr agreed. He said there have been similar complaints every time the ministry engages members of the public, noting that issue has been discussed at the highest levels of the Ministry of Labour and Social Security.

“We already know that a big part of the dissemination has to be internal. It will have to speak to streamlining and ensuring that our own delivery of service is up to the standard that meets Jamaica 2024,” stated Charles Jr.

“We have started that process, but not just for PATH; the transformation of PATH is just an element of the transformation of the ministry. We actually have a project that focuses on innovation and transformation and speaks directly in its first phase to customer service. So much so that we have developed a call-in centre so that how we respond to persons nationally is more effective and efficient,” added the minister.

According to Charles Jr, staff and clients will be surveyed to provide the data needed to determine the broad issues that need to be resolved and how best to address them, although the ministry already has ideas of what needs to be done.

“Training is necessary to make sure that we have consistency in terms of how we are treating our clients. [There will also be] the introduction of the tools and technology that is necessary for us to deliver the service. We find that sometimes even our own staff members are frustrated in how they have to deliver the service because of the deficiencies in the technology,” said the minister.

Permanent Secretary Colette Roberts Risden provided additional information about the contact centre, within the context of complaints that it is difficult to get in touch with ministry staff. She said this was a product of its size.

“You are able to access me and the minister — who is very accessible — but we know that there are persons out there who do not know how to reach us. And so, next week we are beginning our own contact centre training. Change takes a little bit of time but we are working on it,” assured Roberts Risden.

“We will be coming out with a new brand of customer service. When you come into our offices you will be greeted by someone who is identifiable, pleasant in collecting your information and so forth. We recognise [there is an issue] and I want to assure you that we are working on it. This is just not talk,” she stressed.

Thursday’s meeting was part of the ministry’s assessment of concerns regarding PATH’s design, rules, and processes to ensure that current and future beneficiaries receive the quality services necessary to grow and thrive and become nation builders.

As of December 2023, a total of 20,518 PATH beneficiaries were on the books for the parish of St James. With this in mind, Charles Jr and his team have committed to ensuring that the programme is thoroughly assessed and brought back to the drawing board to address the present concerns and issues surrounding it.