Recommendation 15

The Department said that, even when implementing all the measures up to level five of its flexibility framework, including to meet all Intensive Work Search claimants fortnightly after 13 weeks rather than some of them weekly, its work coaches can still have quality conversations with claimants and achieve the same outcomes.31 However, in written evidence, third sector organisations raised concerns with us about the quality and consistency of support offered at jobcentres. Child Poverty Action Group and Changing Realities told us it has evidence that parents and carers using jobcentre services often do not receive the quantity or quality of support that they need.32 Education Development Trust stated that appointments with work coaches only last ten minutes which limits building lasting relationships and trust with claimants.33 25 Q 17 26 Qq 20, 21 27 C&AG’s Report, paras 8, 1.13 28 The into-work rate measures, based on earnings, the proportion of Universal Credit claimants in the Intensive Work Search category who move into work each month, having not been in work in the previous month. 29 Q 47; C&AG’s Report, para 15 30 Q 50 31 Q 21 32 JOB0003 33 JOB0001 12