claimant commitment (jsa regime). slide 2 claimant commitment (jsa regime) key changes increased...

Claimant Commitment(JSA Regime)

Slide 2

Claimant Commitment (JSA Regime)

Key Changes

Increased expectations of our claimants in terms of activity and responsibility.

Tailored commitments and Work Plan for individual claimants.

Expectation of increased worksearch activity from claimants.

Robust forward planning which must be clear and specific.

A stronger intervention and compliance regime.

The claimant is clear about the conditions of entitlement.

Aims and Objectives of this Event

On completion of this event the learners will be able to:

• explain the policy intent of welfare reform

• explain the purpose of introducing Universal Credit and how the Claimant Commitment contributes towards it

• explain the roles of Work Services Manager, Work Coach and Assistant Work Coach in delivering the Claimant Commitment

• describe how to conduct the interview appropriately in order to draft an effective Claimant Commitment.

• ensure that claimants are aware of their responsibilities

• explain how to coach the claimant to plan and carry out their worksearch activity effectively

• demonstrate how to coach the claimant to complete the ‘My Work Plan’ booklet and provide sufficient appropriate evidence of their worksearch activities; and

• demonstrate how to carry out an effective review of the claimant’s worksearch and identify next steps.

Slide 4Slide 4

JSA Claimant Commitment

The Live Innovation Trial

The claimant commitment has been trialled in the ‘live innovation’ site in Stretford Jobcentre- here’s what advisers have said about it:

‘It focuses the interview more on what the claimant

needs to do’

‘There’s more ownership because the claimant has actively

contributed – so there’s more chance they’ll do what they say

they will do’

‘Claimants are more aware of the

consequences of non–compliance’

Claimant Feedback – ‘they feel they are treated as an

individual and that we do want to help them’

‘It shows that we have an interest in their customer journey therefore gaining

their commitment’

To change behaviour, make it:

Easy

Attractive

Social

Timely

Plans should be… Ambitious Behavioural Challenging, with

contingencies Detailed Evidence

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Slide 5

Make the plan ambitious

All plans need to be realistic.

It’s better to have a target that is believed to be achievable rather than a large one.

But, they need to be ambitious.

Giving people examples of the goals will impact performance.

"In this experiment, do you think you will be able to do (MORE THAN, LESS THAN, or EQUAL TO) 4 or 18 of the anagrams?”

Source: Cervone & Peake 1986

Make the plan ambitious

This shows that goals should be ambitious and aspirational.

Setting the low goal made people less ambitious and it made people less motivated

We do not want to stop customers from doing all they can by setting low targets.

How this fits with conditionality is important and will be discussed later.

Source: Cervone & Peake 1986

Priorities first

Setting several plans at the same time requires a lot of effort, reducing your ability to complete them

Attack the most critical steps first - rather than trying (and failing) to achieve goals in multiple fields


Easy

Attractive

Social

Timely



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Slide 9

What is the behaviour?

Goal Behaviour

Finding a vacancyLogging into Universal Jobmatch on a library computer and searching

Having a good CVAdding your three top skills to the top of your CV

Understanding the local labour market

Researching transport links to nearby towns

Selling yourselfTalking to employers and thinking about the specific things you are going to say

How does this fit with the Claimant Commitment?

Claimant Commitment

My Work Plan

“I will find retail vacancies that I can apply for.”

“I will log onto Reed and search for retail vacancies. I will do this after I have come back from taking my children to school. I will bring printouts of all the job vacancies I can find and bring them up to show my adviser, Steve.”

“I will find retail vacancies that I can apply for.”

“I will collect all three local newspapers from the newsagent down the street after breakfast and find all the job vacancies that I can apply for. I will bring the newspapers in to show my coach, Alice, and we will discuss how I can apply for them.”


Easy

Attractive

Social

Timely



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Slide 12

Challenging

I am looking for a job as a paper guillotine operator in

Hull


Hull

A what?A what?

A paper guillotine operator. I have been one

for 35 years

A paper guillotine operator. I have been one

for 35 years

What are you doing to find work?

What are you doing to find work?

Looking in the papersLooking in the papers

I am sorry but you won’t find that job anywhere around

here

I am sorry but you won’t find that job anywhere around

here

Use Behavioural Experiments to challenge customers’ assumptions about their job search.

Their purpose is to:

1. Test the validity of people’s beliefs about themselves and the labour market.

2. Build new constructive beliefs.

Consider these two scenarios

Challenging

OK. We may need to find out about opportunities in that type of work. Perhaps we could look at other roles

too.

OK. We may need to find out about opportunities in that type of work. Perhaps we could look at other roles

too.

I have always been a guillotine operator, always

will be

I have always been a guillotine operator, always

will be

OK, so why don’t you spend the next two weeks trying to find ONE guillotine operator job in country. If you can’t,

can we start to look for work in other sectors?

OK, so why don’t you spend the next two weeks trying to find ONE guillotine operator job in country. If you can’t,

can we start to look for work in other sectors?

Use Behavioural Experiments to challenge customers’ assumptions about their job search.

Their purpose is to:

1. Test the validity of people’s beliefs about themselves and the labour market.

2. Build new constructive beliefs.

Consider these two scenarios


Hull


Hull

Do not say what you are NOT going to do.

Three strategies:

1.“I will lose weight”

2.“If I’m sad, I will not eat chocolate”

3.“If I’m sad and I want chocolate, then instead of chocolate I will eat an apple”


Easy

Attractive

Social

Timely



embedded

Slide 16

Make it detailed

• On the computers in the Jobcentre (Not an IAD!)

• In my living room after buying the papers from Budgens

• After breakfast• After football practice• After coming back

from taking the kids to school

• On Universal Jobmatch

• On Reed• On Monster• In the Essex Rover

and the Daily Express

• Look for 5 job vacancies in:

• Retail• Admin • Labouring• Consulting


Easy

Attractive

Social

Timely



embedded

Slide 18


Easy

Attractive

Social

Timely



embedded

Slide 19

The 6 C Framework

Co-CreateCo-CreateCo-CreateCo-Create

ConfirmConfirmConfirmConfirm

CompleteCompleteCompleteComplete

CheckCheckCheckCheck

CongratulateCongratulateCongratulateCongratulate

Work Coach should agree with customer Work Coach should agree with customer what is reasonable for them to do to find what is reasonable for them to do to find

workwork

Work Coach should agree with customer Work Coach should agree with customer what is reasonable for them to do to find what is reasonable for them to do to find

workwork

Understand Understand the claimant’s the claimant’s concerns and concerns and

situationsituation

Understand Understand the claimant’s the claimant’s concerns and concerns and

situationsituation

Sell the fact that Sell the fact that planning workplanning work

Sell the fact that Sell the fact that planning workplanning work

Ensure that the claimant is Ensure that the claimant is completely on board with completely on board with

the co-created planthe co-created plan

Ensure that the claimant is Ensure that the claimant is completely on board with completely on board with

the co-created planthe co-created plan

The claimant handwrites the The claimant handwrites the plan into the My Work Plan plan into the My Work Plan

bookletbooklet

The claimant handwrites the The claimant handwrites the plan into the My Work Plan plan into the My Work Plan

bookletbooklet

The claimant is The claimant is booked into the next booked into the next

meetingmeeting

The claimant is The claimant is booked into the next booked into the next

meetingmeeting

The claimant The claimant completes the completes the

jointly agreed planjointly agreed plan

The claimant The claimant completes the completes the

jointly agreed planjointly agreed plan

Coach ensures the Coach ensures the plan fulfills ABCDE plan fulfills ABCDE

criteriacriteria

Coach ensures the Coach ensures the plan fulfills ABCDE plan fulfills ABCDE

criteriacriteria

The claimant tests their own assumptions in The claimant tests their own assumptions in the plans. E.g. If claimant wants a very high the plans. E.g. If claimant wants a very high

salary in the area, Work Coach can set a salary in the area, Work Coach can set a task to find high paying jobs in the area. task to find high paying jobs in the area.

The claimant tests their own assumptions in The claimant tests their own assumptions in the plans. E.g. If claimant wants a very high the plans. E.g. If claimant wants a very high

salary in the area, Work Coach can set a salary in the area, Work Coach can set a task to find high paying jobs in the area. task to find high paying jobs in the area.

At next appointment the Work Coach checks whether the claimant has

completed their agreed activities and signs them off

At next appointment the Work Coach checks whether the claimant has

completed their agreed activities and signs them off

The claimant should bring in evidence that they have completed

their activities

The claimant should bring in evidence that they have completed

their activities

The Work Coach should give feedback on the plans and

emphasise what has gone well

The Work Coach should give feedback on the plans and

emphasise what has gone well

If the claimant has done enough to satisfy the Work Coach that the terms in the Claimant Commitment have been met, but not necessarily completed all

plans, sanctions will not be necessary

If the claimant has done enough to satisfy the Work Coach that the terms in the Claimant Commitment have been met, but not necessarily completed all

plans, sanctions will not be necessary

CommitCommitCommitCommit

Consider content of plan Consider content of plan by collaborating with the by collaborating with the

claimantclaimant

Consider content of plan Consider content of plan by collaborating with the by collaborating with the

claimantclaimant

The claimant’s goals are recorded in the The claimant’s goals are recorded in the Claimant CommitmentClaimant Commitment

The claimant’s goals are recorded in the The claimant’s goals are recorded in the Claimant CommitmentClaimant Commitment

Coach should check any

independently made plans

Coach should check any

independently made plans

Claimant may write Claimant may write new commitments new commitments

independentlyindependently

Claimant may write Claimant may write new commitments new commitments

independentlyindependently

How to respond to a getting an interview

Active and constructive

“That is great news! Tell me what you think you can bring to the job”(Non verbal: Maintain eye contact and show positive emotions)

Passive and constructive

“That is good”(Non verbal: Little or no active expression)

Active and destructive

“That sounds like a difficult job. There will be a lot of stress involved”(Non verbal: Display negative emotion, e.g. furrowed brow)

Passive and destructive

“What else are you looking for?”(Non verbal: Little or no eye contact)

Slide 22


Setting Objectives1. Overall objective for claimant:

To get the claimant into as much work as they can do as quickly as possible

2. Objectives for the Claimant Commitment:

To set requirements that, if complied with, give the claimant the best possible prospects of finding paid work, taking into account their particular capability and circumstances. Requirements must be set in line with legislation, guidance and agreed national / local claimant journeys.

To ensure the claimant understands the requirements they must meet and the consequences (sanctions) of any failure to comply.

To ensure the claimant is committed to complying with their requirements and motivated to find work

Slide 23


What is a Claimant Commitment?

A Claimant Commitment:

is agreed between the claimant and the Work Coach at the Initial Work Search Interview and reviewed and where necessary updated at the subsequent Work Search Interviews.;

must be a stretching, helpful and practical aid to worksearch, containing achievable job goal(s), details of the claimant’s availability for work, skills, experience, a worksearch plan that offers the best prospects of securing employment and any actions that the Work Coach considers would help the claimant find work

must be reviewed regularly and updated by a Work Coach in the light of experience or changes in the claimant’s circumstances

details consequences for failing to comply with any requirement set by the claimant’s Work Coach; and the Claimant Commitment gives important information about the claimant’s responsibilities and what

they must do to be entitled to and continue to be entitled to Jobseeker’s Allowance.

Slide 24


The Claimant Commitment

The version you have been issued is a PDF version which will need to be saved in a shared folder using

version control.

Slide 25


My Work PlanTo support the Work Coach and Assistant Work Coach when conducting Work Search Reviews and to help the claimant focus on their work search a My Work Plan has been produced.The My Work Plan will:

• help claimants demonstrate what they have been doing to look for work and improve their chances of finding work and therefore, confirm their ongoing entitlement to Jobseeker’s Allowance

• help claimants plan, organise and structure their work search and work preparation activity

• provide a means by which claimants can record and follow-up activities, for example job applications

• provide claimants with a record of what they have achieved and a reminder of which activities in their Claimant Commitment they still need to do; and

• provide valuable information to help the Work Coach determine what help, if any, the claimant may need to improve their chances of getting work quickly.

Slide 26


Objectives for monitoring and maintaining compliance

Overall objective

• To ensure the claimant complies with the requirements that give them the best chance of finding paid work

Detailed objectives for compliance process:

The process must:

• Identify any failures to comply in a timely fashion and initiate sanction action where appropriate

• Ensure the requirements in the Claimant Commitment remain up to date (including reflecting any relevant changes in circumstance)

• Check if the claimant has completed all the activities set, and they have met their requirements regardless of how long this took them.

A good process would also trigger follow-up action to:

• provide further support to those who are at risk of failing to meet requirements

• develop and strengthen a claimants work search requirements e.g. where work search action is ineffective or where further barriers to work are identified

• maintain a claimants motivation around work search

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