28 October 2004 - Delivering the Jobcentre Plus Vision: Qualitative Research with Staff and Customers, Phase 3; and Jobcentre Plus Service Delivery Survey, Wave 1
Two research reports commissioned by the DWP as part of a wider evaluation of Jobcentre Plus were published today. Building on earlier research[1] , the qualitative research with staff and customers (ECOTEC and CRSP) assesses the extent to which integrated (Pathfinder and Day Two) offices were delivering the Jobcentre Plus vision. The quantitative survey with customers (BMRB) involved customers who experienced the ‘front end’ process in integrated offices. Both collect details of service delivery at First Contact, the Financial Assessor meeting and initial mandatory Work Focused Interview (WFI) and consider clients perceptions of the effect of the Jobcentre Plus process on their behaviour and attitudes.
The main findings are as follows:
First Contact
The majority of Jobseekers, and around half of non-JSA customers discussed work at First Contact, and most found this helpful.
The majority of clients were informed at First Contact that attending a WFI was compulsory and that the purpose of the WFI was to discuss work.
Qualitative findings support this; whilst First Contact Officers indicated that they emphasised the mandatory nature of the WFI to all client groups, the work focused purpose of the WFI was clearly explained to JSA customers, and modified for non-JSA customers, who instead received information on the wider support available through Jobcentre Plus.
Financial Assessor
Since previous waves of research, FAs were providing customers with more information and advice about benefit entitlements and financial help, and some FAs were developing the skills to process benefit claims.
There was also more awareness of the different circumstances that identified a claim as requiring a Gateway Intervention.
Work Focused Interview
The vast majority of clients discussed work at their WFI: almost all Jobseekers, 88 per cent of lone parents, 84 per cent of sick/disabled and 71 per cent of carers had a ‘work focused’ WFI. Qualitative research reflects this, finding that explanations to JSA clients were fairly detailed and clear that the purpose of the WFI was to discuss work, but for non-JSA customers they tended to be more about the help and services that were available to them.
As with previous research, the current quantitative research found that some non-JSA clients felt that the timing of the WFI was inappropriate. Lone parents (34 per cent), sick/disabled (25 per cent) and carers (15 per cent) felt that it was the right time to discuss work or training. These findings were supported by the latest qualitative research.
Few non-JSA customers completed a voluntary Customer Action Plan (CAP) at their WFI (between 11 and 16 per cent); a finding supported by the qualitative research which found that the practice of drawing up CAPs for non-JSA clients was inconsistent.
PAs rarely challenged non-JSA clients’ self-assessed barriers to finding work, and some continued to be uncomfortable in dealing with harder to help non-JSA clients, which is consistent with earlier research.
Caseloading
In terms of further voluntary contact, most customers did not discuss having further voluntary meetings at their WFI. Discussion was highest amongst lone parents (38 per cent), with 26 per cent of sick/disabled and 19 per cent of carers discussing further voluntary contact.
There has been some progress since earlier research where current qualitative research found that although PAs saw caseloading as an important factor in achieving overall job submission targets, it was mainly carried out for more job ready clients, such as lone parents who were referred to, or provided with information on NDLP. However, customers claiming sickness or disability benefits rarely recalled that their PA informed them of the help or support available under NDDP.
Customer Attitudes
Around eight in ten reported that they found the help they had received from Jobcentre Plus helpful. Fewer reported that they felt the service had a positive impact on how hopeful they felt about the future, increasing motivation to find work, or increasing confidence.
1. DWP In-House report no 111 ‘Experiencing Jobcentre Plus Pathfinders: Overview of Early Evaluation Evidence’ (February 2003)
Notes for editors
- Delivering the Jobcentre Plus Vision: Qualitative Research with Staff and Customers, Phase 3 (Research Report 222); and Jobcentre Plus Service Delivery Survey, Wave 1 (Research Report 223) are published on 28th October 2004.
- The qualitative research with staff and customers consisted of in-depth face-to-face interviews with, and observations of a wide range of staff from both public offices and Contact Centres, and customers, between July and September 2003. The research was conducted by ECOTEC and CRSP. The report’s authors were Vicky Davies and Jean Taylor (ECOTEC) and Yvette Hartfree and Karen Kellard (CRSP).
- The quantitative survey with customers consisted of face-to-face interviews with 3,765 customers who had a work focused interview between April and June 2003 in Pathfinders or Day Two offices. The research was conducted by BMRB International. The report’s authors were Nick Coleman, Nicola Rousseau and Hannah Carpenter.
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