Source · Select Committees · Public Accounts Committee
Recommendation 15
15
The National Audit Office reported that the Department does not know how effectively Kickstart has...
Conclusion
The National Audit Office reported that the Department does not know how effectively Kickstart has been targeted at those most likely to benefit, and it has previously found that the Department cannot readily assess how consistently work coaches apply discretion, or whether it is providing a consistent service over time, or between jobcentres.59 We asked the Department how much it knew about whether the people helped by Kickstart were those at risk of long-term unemployment, and the Department said that it was relying to a large extent on work coach discretion.60 In September 2021, we recommended that the Department undertake and publish a full evaluation of how well work coaches provide employment support and how consistently they apply their judgement.61 The National Audit Office also reported that the Department’s inability to conduct face-to- face interviews during lockdowns meant that in many cases work coaches made block referrals of claimants to employers, without discussing the suitability of the vacancies with the individual.62 The Department acknowledged that it was more difficult to get the right young people to engage with Kickstart when there was no face to face contact with claimants.63
Government Response
Not Addressed
HM Government
Not Addressed
4.1 The government agrees with the Committee’s recommendation. Recommendation implemented 4.2 However, the department disagrees with the assertion of the committee that the department has no way of knowing if work coaches are referring the right young people to employers. Management Information is fundamental to the design and implementation of the department's support for customers and to monitor their outcomes. The department uses insights drawn from Management Information to frame and refresh the guidance issued to work coaches. 4.3 The current Quality Assurance Framework assesses appropriate targeting of referrals and Management Information is also used to support performance discussions with work 22 coaches. Work coach discretion is fundamental to the department’s approach to supporting people into employment. They are best placed to understand the personal circumstances of the customers on their caseload. Using a tailored approach, work coaches are empowered to identify the right support for the customer, using appropriate interventions to support them either closer to or into work, where they are able to work. In delivering the Kickstart Scheme, the department has used insights and analysis of the characteristics of claimants to refine work coach guidance and leadership engagement about scheme suitability and eligibility.