Source · Select Committees · Public Accounts Committee
Recommendation 8
8
Recruitment and retention challenges contribute to work coach shortfalls in jobcentres.
Conclusion
The Department has also had fewer work coaches than it has had funding for, which it attributed to factors such as challenges with recruiting and retaining staff. The turnover rate for the Department’s executive officers working in jobcentres, including work coaches, was 8.5% in 2023–24.12 The Department told us that it takes a national and local approach to recruitment, including using local employment forums and specialist websites.13 The Department told us it tended to see higher attrition in those areas where there are buoyant labour markets.14 It explained that retention issues were around salaries and the availability of other roles locally.15 It cited examples of what it is doing to improve retention, including through performance management to make sure that teams know what is expected of them, and leadership development so that teams feel invested in.16