Source · Select Committees · Work and Pensions Committee
Recommendation 9
9
Accepted
Work coaches are ineffectively deployed with insufficient time for personalised claimant support.
Conclusion
Work coaches are an incredible resource but they are currently being ineffectively deployed. Work coaches often do not have enough time with claimants to have an impact, with many appointments no more than 10 minutes long: not nearly enough to address the needs of many claimants who are further from employment. What time they do have is frequently poorly directed, with too little time spent building relationships and coaching people into work, and too much spent checking compliance with benefit conditions. (Conclusion, Paragraph 63)
Government Response Summary
The government has developed a draft policy framework to shift focus from compliance checking to personalised employment support, is testing a two-stage approach for Claimant Commitment meetings, and is developing a Work Coach Academy to enhance work coach skills and capabilities.
Government Response
Accepted
HM Government
Accepted
The department has completed an internal review of the Claimant Commitment and from this we have developed a draft policy framework that aims to move the focus from compliance checking to genuine personalised employment support. We are now testing a two-stage approach to the meetings setting Claimant Commitments: the first meeting focuses on benefits, labour market requirements, and consequences; the second centres on employment and skills. This gives claimants greater opportunity to shape their path into suitable work, not just any job, with agreed actions reflecting their capabilities, circumstances, skills, aspirations, and the local labour market. The personalised Claimant Commitment process and work plan will place emphasis on what the claimant intends to do and how those actions will help them progress. To support this transformation, we are developing the Work Coach Academy, which will enhance the skills and capabilities of our work coaches to deliver high-quality, personalised support. This includes training in Trauma Informed Approaches, embedded in both service design and delivery, and incorporated into our Coaching Academy to ensure a person- centred service. These reforms are in the early stages of development and testing. We are committed to gathering feedback from both claimants and work coaches to inform future policy development. Once initial findings are available, we will review the approach and determine the next steps. We accept this recommendation. Through delivering personalised employment support, we are moving away from the “any job” approach and towards a model that encourages claimants to pursue employment that is right for them, supports long-term financial independence and contributes to the prosperity of the wider labour market.