The case for case workers: reimagining the Jobcentre service
Click here 468 KB to access the discussion paper. There is a summary below.
In November, the Department for Work and Pensions (DWP) published the Get Britain Working white paper, which outlined a plan to reform Jobcentres. The main aim of the reforms is to increase employment and move more people on benefits into work. This discussion paper provides a vision of what a reformed Jobcentre could look like.
Our central proposal is to introduce a new role: the case worker. This would overhaul the work coach role by splitting it into two separate positions. The case worker would be the primary point of contact for service users, providing ongoing pastoral and practical support, and making referrals for more specialist support. The second role, the careers advisor, would be a specialist in employment support, meeting service users when they need in-depth job coaching. We also propose introducing a benefits advisor, bringing in-house some of the support that the DWP currently only offers over the phone.
In combination, these roles would help to target support more efficiently, so that service users only see the staff members who can help with their specific needs. They would have access to more comprehensive, specialist advice, which over time could adapt to their changing needs. Jobcentre staff training would also be much more targeted, allowing staff to specialise and offering more opportunities for career development within the Jobcentre.
In the reformed Jobcentre sanctions would be treated as a backstop, as proposed in the Get Britain Working white paper. Claimants could still be sanctioned for failing to make adequate efforts to search for work. However, in a departure from current rules, the claimant commitment would be scrapped and there wouldn’t be specific tasks they must complete. Instead, Jobcentre staff would agree a support plan with claimants centred around what a reasonable effort to engage with the Jobcentre might look like for them. Additional safeguarding measures would be introduced to ensure discretion is used consistently and fairly. This would help Jobcentre staff to build more trusting relationships with benefits claimants.
The claimants’ path at the Jobcentre would typically follow these steps:
Initial appointment with a case worker to identify needs, including whether advice is needed on careers, benefits, housing, etc
The case worker refers the claimant to relevant internal and external advisors, including DWP benefits advisors, charities and advice services
Where needed, a careers advisor provides personalised support and makes referrals to external organisations, including training providers, adult education institutions and job fairs
Claimants see careers and benefits advisors as and when needed
Regular check-ins with the case worker, at a frequency and channel decided based on a joint assessment of need (e.g. monthly phone calls)
For service users who don’t claim benefits, the path would be similar. They would be offered check-ins with their case worker based on their needs and preferences. The following flow chart summarises this support path.
The paper is authored by Dr Kate Harrison. Click here 468 KB to access the full version.