post work programme support v4.0 may 2013 learning for wsd frontline staff

Post Work Programme Support

V4.0

May 2013

Learning for WSD frontline staff

2Department for Work & Pensions

Objectives

The aim of this training is to enable staff to:

• fully understand the Post Work Programme Support process;

• effectively deal with the very long term unemployed; and

• understand what the new service means to both advisers and claimants


Post Work Programme Support – Background

• The Government’s Coalition Agreement set out a commitment to "create a single welfare to work programme to help all unemployed people get back into work". This commitment is being met by the introduction of the Work Programme in June 2011. However further help needs to be put in place to support those claimants reaching the end of their time on the Work Programme and remain on benefit.

• The Government’s approach to welfare to work provision is based on the principle that the longer a jobseeker remains on JSA and UC (full conditionality), the more the Department will expect them to do to look for and secure suitable employment.

• This product only refers to JSA and ESA and the IT systems relevant to these benefits. The same offer will be available for UC (full conditionality) claimants.


What is Post Work Programme Support The Post Work Programme Support (PWPS) model has been developed using findings from the

Support for Very Long Term Unemployed trailblazers¹.

PWPS will provide support to claimants who have completed the Work Programme and are still claiming JSA or ESA. Some of these claimants will have been claiming benefit for a considerable time.

PWPS will introduce a new element for JSA claimants called the Mandatory Intervention Regime (MIR)*. This is for claimants who have multiple barriers to work, including motivational issues and/or a lack of recent relevant work experience.

All ESA claimants who have completed their time on the WP will be assigned to the Jobcentre Plus Offer.

The first Work Programme completers are expected in June 2013 when PWPS will be implemented nationally.

The majority of JSA completers will be assigned to the MIR group, receiving a more intensive offer of flexible and personalised adviser based support.

¹ The trailblazer only included JSA claimants* MIR was named Ongoing Case Management (OCM) in the trailblazers


Findings from the Trailblazers Staff involved in the delivery of the trailblazer identified two aspects of OCM* which were seen to

accelerate favourable outcomes for claimants: – intensive case management approach; and – tailored approach to deliver support

Staff were enthusiastic about the OCM element of the trailblazer and agreed that it had helped claimants move closer to work (including harder to help claimants).

Trailblazer claimants also felt that OCM had helped them to overcome their barriers to work and to get closer to work. They felt that this was attributed to the fresh approach, support and encouragement they had received from their adviser.

Evaluation found that OCM was successful in achieving soft outcomes such as increases in motivation, confidence, jobseeking behaviour and a positive change in attitudes towards work.

The trailblazer was built on a set of minimum requirements but feedback from Districts suggested that they did not want a prescriptive approach and they should be allowed to be innovative.

* For national roll out OCM has been re - named Mandatory Intervention Regime (MIR)


Success from the Trailblazers Analysis and feedback from the trailblazer Districts highlighted a number of successful interventions.

These included:

– Claimants advised of a new start and fresh approach at the diagnostic interview. This included more frequent meetings with the same adviser throughout the six-month period, enabling advisers to understand better each of their claimant’s needs and barriers to tailor support around these needs. Success was based on building a rapport with the claimant and maintaining credibility.

– Increased flexibility enabled advisers to develop new support options that were specifically tailored to OCM claimants.

– Advisers thought mandating claimants to work related activity or interventions under Jobseekers Directions worked well where they were able to apply discretion about which claimants required mandating.

– In-house training courses to address claimants needs. This included: Mock vacancies including applications and interviews CV and job application workshops Probation Service provided workshops for offenders Probation Service presented workshops for staff to give advice on supporting offenders

– Utilising the services of Work Psychologists


Key Messages for Claimants assigned to the Jobcentre Plus Offer

As advisers you should be familiar with Jobcentre Plus Offer and the conditionality regime but this will be new for claimants returning from the Work Programme.

To ensure all ESA claimants and JSA claimants not assigned to MIR are fully aware of their responsibilities.

You will need to advise the claimant of:

– the Jobcentre Plus Offer and the support they can expect; and

– the conditionality regime and sanctions for non-compliance.


Mandatory Intervention Regime MIR will provide JSA claimants with a more intensive period of flexible and personalised adviser based

support. There is additional time available to you for MIR claimants. MIR will be delivered flexibly but will include:

– increased conditionality;

– introduction of a specialist adviser role;

– increased adviser/assistant adviser interventions;

– more frequent signing activities;

– more frequent contact by telephone;

– access to case conferencing with Work Psychologists;

– any relevant opportunities included in the Jobcentre Plus Offer;

– referral to external provision to address individuals barriers (including ESF where applicable);

– compliance intervention referrals;

– targeted group sessions where appropriate; and

– utilising the Flexible Support Fund (FSF) to source additional provision.


MIR Claimant Characteristics

Characteristics from an evaluation survey completed during the trailblazer:

– Three quarters are male and nearly half were aged 40 or over

– Just over a third had a disability or long-term illness

– Over half had been unemployed 5+ years or had never worked

– Over a quarter had no formal qualifications

JCP and Provider staff perceptions of claimants from the trailblazer – a range of complex and ‘challenging’ claimants barriers including:

– Low motivation (due to lack of confidence and self-belief)

– Low literacy and numeracy

– Chronic health conditions including mental health issues e.g. anxiety and depression

– Disabilities including learning difficulties

– Dependency issues – e.g. alcohol, drugs

– Criminal records

– Lack of childcare or transport to work


MIR Eligibility MIR resource for JSA needs to be targeted at those claimants who need additional support before

moving into employment.

Eligibility will be established through the robust diagnostic interview as part of the WP Completer Interview.

[Some] JSA claimants leaving the WP will not require MIR as they will have had recent work experience and will be considered more ‘job ready’. These claimants will be assigned to the Jobcentre Plus Offer.

At the WP Completer Interview you should consider whether the claimant has had recent, relevant work experience which provides them with:

– the work-related behaviours, disciplines and skills involved in securing and keeping a job (e.g. conduct, punctuality, motivation)

– Relevant experience to populate their CV

Question - What is relevant work experience?


MIR Eligibility – Relevant Work Experience

Relevant work experience could include:

– Paid employment (part-time or full-time)

– Voluntary work

– Work placements (e.g. arranged by a Work Programme provider)

If the claimant is identified as having had previous work experience, but not within the past few months, you will need to consider the impact this break has had on the claimant’s confidence and their motivation to work.

MIR is reserved for those claimants that have multiple barriers to work and need additional intensive support to improve their prospects of finding sustainable employment.


Key Message for Claimants assigned to MIR The claimant can expect a different approach from Jobcentre Plus and the adviser. You will work

collaboratively with the claimant to address any remaining barriers that have prevented them from finding sustainable employment.

The claimant must be advised that conditionality requirements are likely to be increased and the consequences if they fail to meet these requirements.

The claimant can expect that all agreed activities will be followed up and where there is non-compliance they will be referred to DMA which may result in a sanction being applied.

Where possible, the claimant should be assigned a designated Personal Adviser to ensure consistency and continuity of support. This enables the claimant and the adviser to build up trust and rapport and assists in uncovering barriers to employment.


Why is the Mandatory Intervention Regime Different? MIR is different as the claimant has been away from Jobcentre Plus for two years with a provider

and the claimant’s perception of Jobcentre Plus may be that little support is available. The majority would have only attended Jobseeker Review appointments in the last 2 years and during this time there has been significant changes.

The way in which you approach the claimant will be different. You will work collaboratively with the claimant which is an opportunity to change the conversation, break the pattern and encourage a positive approach. For example, using Solution Focussed Approach questioning techniques

When a claimant is assigned to MIR this acknowledges the claimant has multiple barriers and needs more intensive support.

It is important that claimants understand that the longer they have been out of work the more the Department will expect them to do to look for and prepare for work.

Claimants assigned to MIR will receive increased and more frequent contact time.

Delivering MIR requires effective and additional resource. The component parts of MIR will be driven by the local labour market.


Why is Mandatory Intervention Regime Different? Continued…

There may be additional provision to support this claimant group and therefore you must ensure that you are fully aware of all opportunities that are available in your area.

You should consider increasing the conditionality for the claimant. This can be done via a number of routes such as increasing the number of steps taken each week, recording additional activities in the Other Activities section of the JSAg, or requiring a claimant to undertake an action by issuing a Jobseeker's Direction. You must ensure that the claimant understands that failure to meet requirements may result in a sanction.

To maintain your credibility with the claimant you must follow up any activities or directions to make it clear that you are serious about your expectations of them.

New measures are being introduced to track and monitor performance for this claimant group.


Good Practice for AdvisersThe following are good practices that were found to work in the trailblazers and should beconsidered when supporting claimants in the MIR group:

A robust skills assessment is essential to identify barriers that may have been missed previously Utilise District provision tool and ensure up to date on new provision Specialist adviser throughout MIR wherever possible ESF Families provision in England Programmes specifically funded by Scottish or Welsh Government Youth Contract Work Choice Develop relationships with employer facing staff to ensure you are aware of opportunities both locally and

nationally Ensure LMS is updated to enable follow up Increase contact with the claimant e.g. face to face, telephone etc Consistent approach by adviser and follow up to maintain credibility Follow up on all training, interviews, actions etc Consider increasing conditionality Consider referral to DEA where appropriate Consider referral to case conference with Work Psychologist Consider compliance interview if there are compliance doubts Mock vacancies/interviews Consider support from external/voluntary organisations

NB: this list is not exhaustive


Additional actions by the Personal Adviser (1) At the WP completer Interview you will be required to:

– Review the exit report provided by WP provider and log any relevant details on LMS – Conduct a full diagnostic interview to fully understand the claimants barriers to work.– For JSA decide whether the claimant should be assigned to the Jobcentre Plus Offer or MIR. – All ESA claimants will be assigned to the Jobcentre Plus Offer

Claimant assigned to the Jobcentre Plus Offer– Explain the key messages to the claimant to ensure they understand requirements – Update LMS, JSAg, action plan etc in line with existing guidance– Consider if claimant would be better supported by a specialist adviser e.g. DEA– Select PWPS pilot marker (see slide 20 for IT changes) and set appropriate marker correctly


Additional actions by the Personal Adviser (2)

Claimant assigned to MIR

– Select PWPS pilot marker (see slide 20 for IT changes) and set appropriate marker correctly JSA – Select ‘JSA PWPS OCM’ (see note)

– Explain the key messages (outlined in slide 12) to the claimant to ensure they are understood – Issue a copy of the MIR factsheet to the claimant– Consider setting additional activities to reflect a more intensive regime– Update LMS, JSAg etc in line with existing guidance but ensure the JSAg reflects a more

intensive regime. – Consider the length, frequency and method of future interventions. This may include face to

face, telephone etc

Note: Due to a change of name the pilot marker for claimants assigned to MIR is called ‘OCM’.


Impact on the Assistant Adviser

You will be required to adapt the new approach and work collaboratively with the claimant and the adviser to ensure a consistent service.

You may be required to see a MIR claimant on a more frequent basis where the adviser has increased the claimant’s signing frequency.

Undertake follow up, monitor progress/feedback from claimant, ensuring that advisers are made aware of any actions that are required. This is essential to maintain credibility with the new approach.

Update LMS conversations and clear activities/actions.


Impact on Other Roles Managers will be required to understand and promote the new approach and intent to enable them to fully engage

and support the team they manage

Upskilling of relevant staff; e.g. Solution Focused learning etc

Encouraging staff to use all tools available

New measures will be introduced to track and monitor performance for this claimant group

Managers will need to access MI reports to monitor and manage performance

Activity will need to undertaken to ensure pilot markers are correctly set

Benefits Directorate – There is an assumption that there will be an increase in the number of referrals and an increase in adverse decisions

Network Services – There is minimal impact for Contact Centre Staff


Are there any changes to IT?

There are some small changes to LMS that you need to be aware of.

Pilot Marker – There is a new PWPS pilot marker that needs to set for all JSA and ESA WP completers. PWPS Pilot Marker stages:

– JSA PWPS BAU– JSA PWPS OCM – JSA PWPS completed– ESA Started PWPS– ESA Completed PWPS

New Interview Types JSA

– JSA – WP completer - Mandatory– JSA – end of PWPS – Mandatory

ESA – ESA – WP completer – Mandatory – ESA – end of PWPS – Mandatory

Non JSA– Non JSA – WP Completer – Voluntary – Non JSA – end of PWPS – Voluntary


ResourcesWhat resources are available to deliver the changes?

Line Managers may also wish to consider utilising existing learning for their staff:

– Solution Focused Approach (JCP 1710)

– Intro to Working with Customers with a Mental Health Condition (JCP1382)

– Modern Advisory Service - Challenging and Objection Handling (OLT2149)

– Case Management (JCP1618) – open learning

– Case Management(JCP1510) – facilitated

New guidance will be produced to support the delivery of Post Work Programme support.

The PWPS intranet site will be updated with new information as it becomes available.

There may be additional resources available locally, for example through the Work Psychologists.


Request exit report and book WP Completer Interview

Conduct WP Completer Interview. This is a 40 minute interview including the following actions:• Review Exit Report (if available)• Diagnostic Interview• Review JSAg

MIR Group • Set pilot marker• Set workflow for 24 weeks• Issue factsheet (once only)• Book next intervention

Is claimant assigned to

MIR or Jobcentre Plus Offer

Follow existing guidance for Jobcentre Plus Offer*. In addition:• Set pilot marker• Set workflow for 26 weeks

Has the workflow matured?

Book end of PWPS interview

Conduct end of PWPS interview Change pilot marker to PWPS completed

Jobcentre Plus Offer

OCM

Post Work Programme Support – JSA Process

No

Yes

Change pilot marker to PWPS completed


Yes

Continue Jobcentre Plus Offer journey

No

*Excluding referral to the Work Programme

New Jobseeker Interview

Has the claimant got a WP end date within the

last 26 weeks?

Claimant is included in PWPS. Conduct NJI following existing guidance and including the following: • If claimant has previously been assigned to a PWPS group they will return to same group until the workflow matures • Determine whether the claimant is suitable for MIR or the Jobcentre Plus Offer

BAU

No

Yes

New Claims within 26 weeks of completing the Work Programme


Request exit report and book WP Completer Interview

Conduct WP Completer Interview. This is a 40 minute interview including the following actions:• Review Exit Report (if available)• Diagnostic Interview

Follow existing guidance for Jobcentre Plus Offer*. In addition:• Set pilot marker• Set workflow for 52 weeks


Post Work Programme Support – ESA Process

Change pilot marker to PWPS completedYes

Continue Jobcentre Plus Offer journey

No

*Excluding referral to the Work Programme

New Claims within 26 weeks of completing the Work Programme

NJWFI

Has the claimant got a WP end date within the

last 26 weeks?

BAU

Yes

No


Post Work Programme Support – Survey Maker

http://intralink/survey/survey.html?id=40941&pass=PWPS1

Please see below a link to the survey maker to evaluate the PWPS Learning package. Please take time to complete the short questionnaire.

Click on the link below to access the survey.

post work programme support v4.0 may 2013 learning for wsd frontline staff

Documents

work programme completers

post work programme

jsa claimants

work pensions findings

work pensions objectives

trailblazer claimants

esa claimants

support staff