The quality of claimants’ experience with the Department and whether they receive the right support will depend on the Department’s ability to integrate the additional 13,500 new work coaches into its organisation and manage their performance effectively. The Department’s employment support is mainly accessible to people on benefits via their jobcentre work coaches. Work coaches have considerable discretion to tailor their support to individual claimants, and they need a range of skills and a...

The quality of claimants’ experience with the Department and whether they receive the right support will depend on the Department’s ability to integrate the additional 13,500 new work coaches into its organisation and manage their performance effectively. The Department’s employment support is mainly accessible to people on benefits via their jobcentre work coaches. Work coaches have considerable discretion to tailor their support to individual claimants, and they need a range of skills and a lot of knowledge to match claimants to the right employment support package. This can even include checking a claimant’s business idea and referring the Type: conclusion | Number: 7 | Response status: not_addressed Government response: 7.1 The government agrees with the Committee’s recommendations. Target implementation date: December 2022 7.2 The department systematically gathers feedback on customer satisfaction through its Customer Experience Survey, which it carries out annually. This measur