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The Jobcentre Plus Offer: Findings from the First Year of the Evaluation

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The Jobcentre Plus Offer: Findings from the First Year of the Evaluation Research report The Jobcentre Plus Offer: Findings from the first year of the evaluation by Alice Coulter, Naomi Day, Nicholas Howat, Eleni Romanou and Nick Coleman Department for Work and Pensions Research Report No 814 The Jobcentre Plus Offer Findings from the first year of the evaluation Alice Coulter, Naomi Day, Nicholas Howat, Eleni Romanou and Nick Coleman A report of research carried out by TNS-BMRB on behalf of the Department for Work and Pensions © Crown copyright 2012. You may re-use this information (not including logos) free of charge in any format or medium, under the terms of the Open Government Licence. To view this licence, visit http://www.nationalarchives.gov.uk/doc/open-government-licence/ or write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or email: [email protected]. This document/publication is also available on our website at: http://research.dwp.gov.uk/asd/asd5/rrs-index.asp Any enquiries regarding this document/publication should be sent to us at: Central Analysis Division, Department for Work and Pensions, Upper Ground Floor, Steel City House, West Street, Sheffield, S1 2GQ First published 2012. ISBN 978 1 908523 91 4 Views expressed in this report are not necessarily those of the Department for Work and Pensions or any other Government Department. Contents iii Contents Acknowledgements .................................................................................................................................. ix The Authors .................................................................................................................................................x Glossary of terms ...................................................................................................................................... xi Summary .....................................................................................................................................................1 1 Introduction .........................................................................................................................................5 1.1 Evaluation aims and objectives ............................................................................................5 1.2 Approach ...................................................................................................................................5 2 Background to the research ..............................................................................................................7 2.1 Policy context ...........................................................................................................................7 2.2 Research context .................................................................................................................. 10 2.2.1 Defining flexibility ................................................................................................... 10 2.2.2 Impact of flexible delivery on client outcomes .............................................. 10 2.2.3 Client experience and attitudes towards flexible support ............................. 11 2.2.4 Is flexible delivery more/less successful for different groups of customers? .......................................................................................................... 12 2.2.5 Factors affecting the success of a flexible approach ...................................... 13 2.2.6 Roll-out and implementation .............................................................................. 14 2.2.7 Impact of flexibility on staff/office culture ....................................................... 14 2.2.8 Adviser flexibility ..................................................................................................... 15 2.2.9 Flexible support measures .................................................................................... 17 2.2.10 Summary .................................................................................................................. 17 3 How the Offer is being implemented from an organisational perspective ......................... 19 3.1 How the Offer is understood by Jobcentre Plus staff ................................................... 19 3.2 How the Offer was rolled out across districts................................................................. 20 3.3 How the Offer is delivered .................................................................................................. 21 3.3.1 Overview ................................................................................................................... 21 3.3.2 How core interventions are delivered ................................................................ 25 3.3.3 How flexible adviser support is delivered .......................................................... 28 iv Contents 3.3.4 How the flexible menu of support is delivered ................................................ 33 3.4 Sharing best practice ........................................................................................................... 40 3.5 Summary ................................................................................................................................ 40 4 Who is taking part in the Offer ...................................................................................................... 42 4.1 Moving towards work ........................................................................................................... 42 4.2 Attitudes ................................................................................................................................. 43 4.2.1 Motivation to find work ......................................................................................... 43 4.2.2 Anxiety about work ............................................................................................... 43 4.2.3 Confidence in jobsearch ........................................................................................ 44 4.2.4 Perceived barriers to employment ...................................................................... 46 4.3 Demographic profile............................................................................................................. 46 4.3.1 Length of time since last worked ........................................................................ 47 4.3.2 Age and sex ............................................................................................................. 48 4.3.3 Health ....................................................................................................................... 48 4.3.4 Disadvantage .......................................................................................................... 49 4.3.5 Highest qualification .............................................................................................. 49 4.4 Summary ................................................................................................................................ 50 5 How the Offer is experienced ........................................................................................................ 51 5.1 New Jobseeker and New Joiner’s Work Focused Interviews ...................................... 51 5.1.1 Topics discussed ..................................................................................................... 52 5.1.2 Job suggestions ...................................................................................................... 56 5.1.3 Next steps ................................................................................................................ 59 5.1.4 Summary .................................................................................................................. 63 5.2 Conditionality ........................................................................................................................ 63 5.2.1 Explanation of conditionality .............................................................................. 64 5.2.2 Understanding of conditionality ........................................................................ 64 5.2.3 Attitudes regarding conditionality ..................................................................... 66 5.2.4 Experience of sanctions ........................................................................................ 67 5.3 Ongoing support ................................................................................................................... 68 5.3.1 Jobsearch Review meetings ................................................................................. 68 Contents v 5.3.2 Jobsearch advice .................................................................................................... 69 5.3.3 Ongoing adviser contact ....................................................................................... 70 5.3.4 Understanding and responding to personal circumstances ......................... 73 5.3.5 Summary .................................................................................................................. 75 5.4 Flexible menu of support .................................................................................................... 75 5.4.1 Work Clubs ............................................................................................................... 76 5.4.2 Skills assessment and training ...........................................................................
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