Source · Select Committees · Public Accounts Committee
Recommendation 15
15
Accepted
The Department acknowledged that while an IT system that allows information to be shared between...
Conclusion
The Department acknowledged that while an IT system that allows information to be shared between provider employment advisors and Department work coaches would be “perfect” and is something it would think about for future programmes, it also told us that it had looked to do this previously and decided not to because of concerns about funding, about whether such a system might act as a barrier to innovation, and because of difficulties in ensuring such a system was kept up to date.25 The Department told us that it needs to reflect on how it can ensure the experience is not “lumpy” for participants, and that Restart does not make people “grumpy”.26 The Department also acknowledged that it can do better in setting out the information that needs to be shared between jobcentre and Restart provider and that the warm handover, which was introduced to improve engagement between the jobcentre and the provider, is “not quite where we [the Department] would like it to be”.27 21 C&AG’s Report, paras 1.9, 1.10 22 Q 13; C&AG’s Report, paras 1.10, 1.12 23 C&AG’s Report, figure 4 24 Qq 18–19, 73; C&AG’s Report, para 1.12 25 Qq 19–20 26 Q 13 27 Q 20 The Restart Scheme for long-term unemployed people 13 Monitoring the performance of Restart and evaluating its impact
Government Response Summary
The government agreed to ensure work coaches and Restart provider advisors always have access to key information about participants and their barriers to work. Information sharing is reviewed as part of continuous improvement, including Warm Handovers, and a communications framework has been developed.
Government Response
Accepted
HM Government
Accepted
3. PAC conclusion: The Department and providers are not working together and sharing information as effectively as they might to support participants into work. 3a. PAC recommendation: The Department should ensure work coaches and Restart provider advisors always have access to key information about participants and their barriers to work, as well as the activities that participants have agreed with either their Restart provider or the Department to help move them into work. 3.1 The government agrees with the Committee’s recommendation. Recommendation implemented 3.2 Information sharing is reviewed as part of continuous improvement, which includes reflecting on the National Audit Office (NAO) and internal findings. There is an existing expectation that information is shared between work coaches and providers. Two areas that have been reviewed are Warm Handovers (WHO) and relationships between participants, jobcentres and providers. 3.3 Claimants are referred to Restart following a WHO call between the potential participant, provider and work coach. The WHO enables parties to ask questions, discuss concerns and share information. 3.4 The provider and participant complete a diagnostic assessment to help build a relationship and start to identify barriers, issues and goals which feed into the participant’s bespoke action plan. 3.5 Two and three-way conversations are available throughout the participant’s Restart Scheme journey and can be requested by any party. These supplement other arrangements for engagement which may include regular meetings between providers and jobcentre representatives and provider presence in the jobcentre. The work coach notifies providers where a Restart participant’s circumstances change, including personal information, employment status, or circumstances impacting on their benefit conditionality or scheme participation. 3.6 Reviews of the information sharing processes have resulted in reminders via Operational Forums and Performance calls that WHOs should be in person where possible and work coaches should ensure support needs are met for participants with complex needs, including translation requirements. A communications framework has also been developed to support jobcentre and provider engagement, which has been cascaded across the organisation and resulted in improved relationships.