Source · Select Committees · Work and Pensions Committee
Recommendation 26
26
Acknowledged
Overreliance on Work Coach discretion and inadequate training compromises DWP safeguarding policies.
Conclusion
The effectiveness of DWP policies that are supposed to protect claimants from harm is in large part contingent on Work Coaches applying discretion correctly and consistently. Discretion can be a valuable tool in the benefit system, but we are concerned that overreliance on discretion is placing an unreasonable burden on time-poor Work Coaches and increasing the risk of safeguarding policies and procedures not being followed properly. Furthermore, we are mindful that for discretion to be applied effectively, frontline staff must feel confident in applying safeguarding measures. Our survey results suggested that a sizeable minority of DWP staff do not feel they received adequate safeguarding training to enable them to deal with safeguarding issues. (Conclusion, Paragraph 111)
Government Response Summary
The Coaching Academy will aim to professionalise employment support through accredited training and provide platforms to capture structured frontline feedback, which will inform continuous improvement in training and delivery of service.
Government Response
Acknowledged
HM Government
Acknowledged
The Government agrees that colleague surveys are a valuable tool for understanding staff views on capability and confidence. The Coaching Academy will aim to professionalise employment support through accredited training in areas such as safeguarding, trauma-informed practice. Alongside this, it will provide platforms to capture structured frontline feedback through systems, surveys, reflective practice, and peer learning. This feedback will inform continuous improvement in training and delivery of service, whilst offering valuable insights into safeguarding culture, workload, and the use of discretion. The Department will consider how best to use surveys, including the Annual People Survey, to support the development and assessment of the Safeguarding Approach and ensure that staff voices help shape both policy and service delivery through ongoing feedback cycles.