Jobcentre Plus - Customer Journey - Delivering Differently
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
Jobcentre Plus - Customer Journey Delivering Differently
Customer Journey
• Doing what is right for the customer at each contact
• Flexible interventions – see customers when/as required
• Holistic approach to overcoming customers barriers using all available
support
Customer into work at the earliest opportunity
Inactive Benefit Personalised/Tailored/Flexible Interventions Off Flow
Recipients Customer finds
• Incapacity work
Benefit
Work
• Lone Parents Programme
(children under
five) Work
• Carers Programme
• Partners Get Britain Back to Work Youth
Returners
JSA/ESA
Working Support Contract
2 Department for Work and PensionsPersonalised/Tailored/Flexible Interventions Offering support to customers at the appropriate time in their claim: Core interventions for JSA customers are: • A diagnostic interview to identify individual needs at a new claim • Minimum face to face fortnightly job search reviews • Work Programme Pre-Provision review Core interventions for ESA customers are: • Work Focused Interview for those entering the Work Related Group • Work Focused Interview, following a repeat Work Capability Assessment, for those in the Work Related Assessment Group • Work Programme Pre-Provision Review Outside of these Advisers have the flexibility to determine the frequency, duration and content of further interventions which are personalised and tailored to need. Lone Parents on Income Support, Carers and Partners of IS/JSA/ESA customers have Work Focused Interviews and can volunteer for additional support at any time 3 Department for Work and Pensions
Get Britain Working
Work Clubs offer unemployed people a place to meet, exchange skills, share
experiences, find opportunities and get support to help them into work.
Work Together encourages all unemployed people to consider volunteering to
improve their work skills. Through voluntary work customers can build, retain
or enhance their skills and motivation which can help them into work
Work Experience offers 18 - 24 year old unemployed people a period of work
experience between two and eight weeks in length. 25+ can be accepted if it is
considered appropriate (Ends March 2015).
sector based work academies (sbwa) offer pre-employment training, a work
placement and a guaranteed interview for JSA claimants. The support will be
flexible and responsive to meet the skills needs of those seeking work and the
requirements of employers (End March 2015)
4 Department for Work and PensionsGet Britain Working
Enterprise Clubs provide a place where unemployed people who are
thinking about setting up their own business can meet, share ideas and
receive expert advice and support from local business people.
Enterprise Allowance helps unemployed people who want to start and
grow their own business. It is available to people claiming JSA over 13
weeks and provides access to a business mentor and financial support for
the first 6 months (Ends 2016).
5 Department for Work and PensionsBack To Work Support
Jobcentre Plus Support Contract help to move jobless people into
employment. Enables individuals to access a range of flexible modules that
supports their job search skills to help them find and keep a job. Provides
resources and support to help them apply for vacancies. (December 2014)
Work Choice supports people with complex disabilities for whom other DWP
provision is not appropriate and those who are in work but under threat of
losing their job as a result of disability (October 2015).
National Careers Service offers Information, Advice and Guidance support to
benefit claimants.
Skills Funding Agency provide funding primarily for JSA and ESA customers
to access accredited skills training delivered through Colleges and Training
Providers. This mainly consists of ESOL, basic skills and
vocational/employability routeways.
6 Department for Work and PensionsBack To Work Support
Work Trials give employers time to decide how well suited a person is to the
job, culture and workforce of their company. It is also a valuable chance for the
potential employee to discover if a job is right for them.
Mandatory Work Activity targets a small number of customers who
continually fail to demonstrate acceptable job search activity. The provision will
last for four weeks and be of benefit to both the individual and the community
(March 2015).
Flexible Support Fund aims to help claimants enter and remain in work. The
fund can be used to cover expenses associated with taking uo work or training
or to fill gaps where existing provision is not sufficient or appropriate. Grant
Funding gives District Managers the flexibility to grant awards to local
partners/partnerships, as an additional means of support to customers in the
pre-work programme stage of the Jobcentre Plus customer journey.
7 Department for Work and PensionsYouth Contract
Introduced on 2 April 2012 to provide nearly half a million opportunities
for young people aged 16 – 24 over three years:
• An extra 250,000 work experience/sbwa places for 18-24 JSA claimants
• Expansion of the Mandatory Work Activity programme
• At least weekly contact from day one from their Personal Adviser through face
to face interviews, SMS texts, emails, phone calls, group sessions.
• A weekly face to face meeting from month 5.
• 160,000 wage incentives worth up to £2,275 each for employers who employ
an 18 – 24 year old claiming JSA over 6 months.
• Opportunity to have a careers interview via National Careers Service
• An additional 20,000 incentive payments worth £1500 each for employers to
take on young people as apprentices.
8 Department for Work and PensionsWork Programme • An integrated package of support providing personalised help and greater freedom for providers to give people the support they need. • It focuses on helping people into sustained jobs and pays delivery partners first and foremost by the results they achieve. Providers are rewarded for keeping people in work and helping harder-to-help customers. • Claimants are referred onto the Work Programme according to their age and circumstances usually from the 39 and 52 week point onwards for JSA claimants but earlier access (from 13 weeks) is available to certain disadvantaged groups and day one access for ex offenders. • Claimants remain on the Work Programme until they leave benefit or have spent 2 years with the provider. 9 Department for Work and Pensions
Work Programme Returners
Help to Work
• Mandatory Intervention Regime provides a six month period of intensive
help and support through frequent meetings with a Personal Adviser backed
up by a stricter benefit regime.
• Daily signing will be introduced in April 2014.
• Community Work Placements aimed at claimants whose key barrier to
work is lack of work experience or motivation. Consists of 6 months on a
community work placement for 30 hours a week alongside job search
(Introduced April 2014).
10 Department for Work and PensionsGaps in Provision
Provision should be available to the following priority groups regardless of the benefit
claimed:
• Ex-offenders
• Drug and alcohol misusers
• Those with mild to moderate mental health issues
• Those suffering from Autism and/or Dyslexia
• Ethnic Minorities especially Eastern Europeans and Roma
• Young people leaving care
13 week off flow = 56.8%, 26 week off flow = 74.7%,
39 week off flow = 82.8%, 52 week off flow = 87.9%
(Figures relate to all JSA claimants in LCR leaving benefit)
Reduction of 15.4% to JSA register in LCR over the last 12 months
(20.5% to 18 – 24 year olds claiming JSA)
11 Department for Work and PensionsGaps in Provision
All provision must add value to and not displace activity delivered through
DWP and could include:
• Group sessions delivered in Jobcentres by interpreters for those with little
or no English
• Community delivery of IT Skills including Universal Jobmatch support ,
financial budgeting
• Work experience for benefit claimants including Graduates, Lone
Parents, 25+, ESA, Work Programme returners
• Mentoring support for those with multiple barriers to work i.e. drug and
alcohol users
• Short vocational training i.e. Health and Safety, Food Hygiene, CSCS
• In work support and mentoring
• Wage subsidies/employer incentives
12 Department for Work and PensionsYou can also read
