Guidance

Job Finding Support provider guidance

Updated 23 July 2021

This guidance was withdrawn on 17 February 2022

The Job Finding Support provision programme has ended. Find other DWP provider guidance.

Applies to England, Scotland and Wales

Chapter 1: Introduction to Job Finding Support

Introduction

1.01. On 8 July 2020 the Chancellor of the Exchequer, announced ‘A plan for Jobs 2020, to support, create and protect jobs. The plan includes, amongst others support, a job finding support service in Great Britain. This online, one-to-one service will help those who have recently become unemployed, and who meet the eligibility and suitability criteria, increase their chances of finding employment.

1.02. On behalf of the Secretary of State for Work and Pensions, it provides guidance on processes for the Job Finding Support provision and requirements, supporting the programme contract details and the legal arrangements for delivery.

1.03. The Department for Work Pensions (DWP) has issued this Job Finding Support-specific Provider Guidance and DWP Generic Provider Guidance to help provide the Contractor (and their sub-contractors) with operational clarity and guidance.

1.04. This guidance must be read in conjunction with:

• The ‘Job Finding Support’ Invitation to Tender – Specification and Supporting Information’;
• Your Terms and Conditions
• Your Contract
• DWP Generic Guidance, and Protection of Vulnerable Groups Scheme
• DWP IT Systems User Guidance
• DWP Supplier Code of Conduct

1.05. You must ensure that any organisations with which you have a sub-contractual relationship also have access to, and have read, this guidance.

1.06. If you have any questions which are not covered by this guidance, please raise with your DWP Performance Manager in the first instance.

Data Protection Legislation and Data Sharing

1.07. You must ensure that you follow the requirements around Data Protection Legislation and General Data Protection Regulation (GDPR), taking into account your Contract Terms & Conditions.

1.08. In relation to the sharing of data, Providers should also adhere to all requirements as laid out in Generic Provider Guidance Chapter 8 – Information Security.

The DWP Customer Charter

1.09. DWP is committed to providing high quality and efficient services to our customers. The DWP Customer Charter sets out the standards that customers can expect and what their responsibilities are in return.

1.10. DWP is dedicated to raising the standards of all our contracted provision and require all Providers and sub-contractors to embed the principles of the Customer Charter into the services you deliver on DWP’s behalf. The ‘shared promise on customer care’ developed by the Employment Related Services Association and supported by DWP, makes the commitments given in the DWP Customer Charter more specific for welfare to work Providers to sign the Shared Promise, DWP would expect Providers to support the commitments contained in it.

The Disability Confident Scheme

1.11. Providers will clearly demonstrate that they are playing a significant role in developing the confidence of employers to accommodate disabled people in their workplace and understand the principles of Disability Confident.

1.12. Disability Confident is creating a movement of change, encouraging employers to think differently about disability and take action to improve how they recruit, retain and develop disabled employees.

1.13. By being Disability Confident, the Provider will be showing disabled people that they are serious about leading the way and helping other businesses become Disability Confident. More information can be found on the following webpage: Disability confident – how to sign up the employer scheme.

Overview of the Job Finding Support (JFS) Offer

1.14. JFS is a new voluntary provision covering Great Britain (England, Scotland and Wales) offering a service for recently unemployed people (up to 13 weeks unemployed) who may not need significant help with their jobsearch, but would benefit from a short package of tailored 1-2-1 support to help them become familiar with current recruitment practices and understand sector specific approaches. For full details on JFS eligibility and suitability, please see Chapter 2 of this JFS Guidance.

Contract Package Areas

1.15. JFS will be provided in a single contract across England, Scotland and Wales.

Delivery Location

1.16. The Provider is required to deliver the JFS provision across Great Britain as a digital service, according to the reasonable needs of the individual Participant. Wherever the term “digital service” is used this is taken to mean both service delivered on-line and, for those customers not able to work on-line, service delivered via telephone.

Digital Technology

1.17. To deliver the JFS service to Participants, you are required to use digital technology that would be readily available and accessible for all Participants. You should recognise the different needs of Participants and adhere to the DWP’s confidentiality and data sharing policies, as laid out in Generic Provider Guidance Chapter 8 – Information Security.

1.18. You must be able to communicate with, and receive communications from, DWP by unencrypted email.

The Service to Participants

1.19. All of the support offered through JFS will be delivered remotely to Participants using digital communication channels. During the programme, every Participant will be offered a minimum of 4 hours flexible 1-2-1 digital support and the opportunity to join at least 1 digital group session.

1.20. The delivery of support will be tailored to the Participants but all Participants must receive access to:

• a minimum of two 1-2-1 sessions with a designated adviser
• a minimum of one digital group session where the Participant will receive advice and information in a group setting of a reasonable size (as a guide we would suggest up to 15 Participants)
• a mock interview
• sector specific job advice
• job matching to suitable vacancies and advice/links about suitable employers
• the opportunity to meet on-line with peers
• the Participant will also receive tailored 1-2-1 support to enable them to develop a Job Finding Action Plan (JFAP) to be updated at each Participant interaction, and a personalised CV

1.21. In additional to delivering employment support, you will be expected to signpost to other suitable national and local support or organisations that may assist the Participant.

1.22. Whilst participating on JFS, Participants will always be required to meet their benefit conditionality requirements, for example meetings with their work coach.

Length of Support

1.23. Delivery of JFS provision will be entirely a digital service, with the full service to be delivered within a maximum of 20 working days from the start date. You should ensure the provision is completed as effectively and quickly as possible, with the expectation that the majority of Participants will complete this provision within 10 working days from the start date.

Programme Duration

1.24. The JFS Contract will run for 1 year of referrals. There may be the option to extend referrals by up to 1 year, subject to available funding and satisfactory performance. As the services will be delivered to each Participant for up to 20 days, you will continue to deliver the service until 20 days after the last start on the programme. For further information on Contract periods and the service, please refer to your contract Terms and Conditions

The JFS Participant’s Journey

1.25. The key elements of a JFS Participant’s journey are:

• Participant identification including the eligibility/suitability assessment and initial interview with Jobcentre Plus
• Referral to the Provider
• Start on the JFS provision (initial contact with Provider and needs assessment)
• Participation in provision
• Provision exit

It is expected that most participants will complete JFS provision within 10 working days, but in no more than 20 working days.

1.26. A flowchart of the end-to-end JFS Participant journey can be found at Annex 4 of this JFS Provider Guidance.

Job Finding Support Outcomes

1.27. To improve the likelihood of securing sustainable paid employment, all Participants will receive tailored 1-2-1 support, as set out above in para 1.20, to enable them to develop both a completed Job Finding Action Plan (JFAP) to improve both their capability and understanding of how to apply for employment opportunities (including online applications and sector-specific practices), and a personalised CV.

1.28. Where the Participant has an existing CV, support should be offered to help further develop or improve the design and content.

1.29. The Job Finding Action Plan (JFAP) must be reviewed at each Participant interaction. Further information on the JFAP can be found in Chapter 4 of this JFS Guidance.

1.30. The key objective of JFS is to enable Participants to move quickly into appropriate sustainable employment. There are no job outcome measures linked directly to the provision, which is intended as a short, focussed intervention to help individuals compete effectively in the labour market. DWP may use Participants’ future benefits and employment to assess the value added by JFS.

The JFS Delivery Model

1.31. JFS will provide a personalised support offer, which will be tailored to individual Participants’ needs.

1.32. Providers will have the discretion to decide how to deliver the minimum service requirements as outlined above, subject to the reasonable needs of the Participant. This will include agreeing the designated adviser(s) for delivering support to the Participant throughout the provision where possible.

Document Retention

1.33. Providers must maintain complete and accurate documents and records in relation to the provision of JFS for the period of their Contract. The Contract Terms & Conditions will set out the relevant Contract periods and the Records Retention End Date.

1.34. When considering key dates for JFS provision, Providers should always refer to their Contract Terms & Conditions.

Programme Evaluation and Improvement

1.35. Understanding what works for this group is a key outcome for DWP, and DWP is developing a Programme Evaluation strategy to determine the effectiveness of JFS. DWP will use data (including but not limited to information recorded by DWP itself, the Management Information (MI) Providers are contractually required to provide to DWP, and other knowledge captured as part of the delivery of the provision) to conduct quantitative and qualitative research to ascertain the nature and efficacy of the support provided to Participants.

1.36. DWP or researchers on behalf of DWP may interview a sample of Participants, Providers, and their supply chain as part of DWP’s evaluation of JFS. DWP or researchers on behalf of DWP may also operate a control group of Participants as part of DWP’s evaluation of JFS.

1.37. You must co-operate with DWP’s Programme Evaluation of JFS and all activity conducted or commissioned by DWP for that purpose. DWP will contact you in advance about any such activity.

Communications, Marketing and Naming Convention

1.38. JFS Providers can decide the best way to promote the JFS service and can use their own branding on marketing materials, however “Job Finding Support” should appear prominently within all public facing materials, including websites and on-line material. The following sets out acceptable Job Finding Support naming conventions:

• Provision should be clearly identified as Job Finding Support, delivered by (name of Provider)
• the “Job Finding Support” name cannot be used merely as a page footer; it must be prominent
• the “Job Finding Support” name can appear alongside Provider branding within a logo but it must be prominent
• “Job Finding Support” must be written in full, the “JFS” acronym must not be used in the title but could be used in the body of the product
• use the correct DWP logo, as set out in the Generic DWP PG, and accessed through the DWP Communications Centre

Grievance and Complaints Procedure – Treating Participants Fairly

1.39. There may be occasions where Participants need to make a complaint or air grievances. You must have a complaints process in place which allows Participants to do this.

1.40. It is your responsibility to resolve any grievances, concerns or complaints internally through your own process. In some circumstances however, it may be necessary to contact Jobcentre Plus or other nominated DWP officers for additional advice.

1.41. You must adhere to all the Grievance and Complaints requirements as laid out in Generic Provider Guidance Chapter 2 – Delivering DWP Provision.

Chapter 2: Participant Eligibility and Suitability

2.01. Potential Participants will be referred by Jobcentre Plus on a voluntary basis, though applicants must fulfil the eligibility and suitability criteria to be considered for JFS provision.

Eligibility

2.02. To be eligible for JFS, potential Participants must:

• have the right to reside in the United Kingdom
• have the right to work in the United Kingdom
• reside in England, Scotland or Wales
• be claiming benefits for less than 13 weeks
• be of working age (16 to State Pension age)

Note: For JFS in England, Scotland and Wales, “working age” is defined as starting from 16 years of age. However, in England 16 to 17 year olds who are not in work are required to stay in education or training; so while 16-17 year olds can access JFS in Scotland and Wales, in England they cannot. All 18 year olds can apply if eligible/suitable for JFS.

Suitability

2.03. If the applicant fulfils the eligibility criteria, Jobcentre Plus will also identify those who are suitable for JFS.

To be considered suitable for JFS, the potential Participant would:

• not normally be currently participating in other DWP Contracted Employment provision or similar job finding provision, unless the Work Coach believes that it will benefit the Participant
• not be in employment or on a zero hours’ contract
• be assessed as needing and benefiting from JFS support including consideration of suitability for an individual who has left full time education within the last 26 weeks
• capable of participating on JFS, including being able to work on-line via video conferencing and/or telephone connections
• be wishing to volunteer for JFS
• be motivated to find work and actively participate in the provision

2.04. These criteria will be available to Jobcentre Plus to inform the identification of potentially eligible and suitable individuals.

Note: Providers must be able to support all eligible and suitable individuals referred by Jobcentre Plus including those from disadvantaged groups.

In all cases, DWP reserves the right, by exception, to refer customers who have been unemployed for up to 26 weeks

Chapter 3: Referral Process, Initial Engagement and Starts

Participant Identification

3.01. At any intervention, within the first 13 weeks of the Individual’s claim to UC or New Style JSA, or New Style ESA, the Work Coach will identify a potential Participant for Job Finding Support (JFS). Once they have confirmed the Participant’s overall eligibility and suitability for the provision, the Work Coach will explain the benefits of the JFS programme.

3.02. Where existing claimants that have been receiving UC for more than 13 weeks to supplement their income but have subsequently been made unemployed and have declared a change of circumstances, they would become eligible for JFS at this stage.

3.03. Potential Participants will then decide if they wish to participate on a voluntary basis.

Safeguarding

3.04. When Jobcentre Plus identifies a potential Participant as vulnerable, you will be notified. Safeguarding procedures must be followed when dealing with these individuals to take account of the challenges they may face when being referred to JFS provision.

3.05. When a Provider identifies a Safeguarding issue, for example suicide, attempted suicide, threat of suicide, self-harm incident or threat of self-harm, they should immediately contact their JFS District Lead for it to be treated as a Fast Track Incident.

Participant Referral Process

3.06. Where the potential Participant agrees to start JFS, Jobcentre Plus will generate the referral to you, the Provider, using the appropriate PRaP systems.

Acknowledging the Referral

3.07. You must acknowledge a referral on PRaP by accepting or rejecting the referral within 2 working days of receipt of the referral (the day of the receipt of the referral is deemed as day 1).

3.08. Your ability to meet this requirement will be monitored, as set out in Chapter 7 of this Provider Guidance.

Note: Failure to acknowledge the referral will mean that you will be unable to subsequently accept the referral, or record a start date.

3.09. A Participant cannot start on JFS without a referral being received by the Provider, (or in the case of a Special Customer Record (SCR) the relevant clerical referral process has been fully complied with). Multi Agency Public Protection Arrangements (MAPPA) cases need to be managed via a specified process with restricted access.

3.10. Please refer to Chapter 2 ‘Delivering DWP Provision’ in DWP Generic Provider Guidance for further information on the procedure for MAPPA and SCR cases.

Initial Contact with Provider

3.11. You will have up to 8 (eight) working days from the date the referral was made by DWP in which to contact the potential Participant.

3.12. You should make at least 3 attempts to contact the potential Participant to arrange the initial meeting, using the appropriate contact details supplied with the PRaP referral.

3.13. For each attempt made to contact the potential Participant, you should record the date, time and method used for each attempt.

3.14. When you have made contact, you must:

• agree the date and time for the initial meeting, which must be within 8 (eight) working days of the date the referral was made by DWP
• agree the method for conducting the initial meeting, which will be held digitally
• check that the Participant has an email address and sufficient IT access to participate

3.15. After acknowledging the referral on PRaP and taking the actions detailed in paras 3.11 to 3.13 above, where you are then unable to contact the potential Participant to book the Initial Meeting within the 8 (eight) working days, you should record the correct outcome as set out in Annex 2 of this Provider Guidance, and in the relevant PRaP user guidance that will be issued to you in a separate document.

3.16. You should ensure that you have sufficient evidence to be able to justify this action, which should be kept and used as evidence for future DWP Audit and Performance Compliance Officer (PCO) checks.

Starting on Provision

3.17. The Initial Meeting will be held digitally and must take place within 8 (eight) Working Days of the date the Referral was made by DWP. This is a CSS against which you will be measured – please refer to Chapter 7 of this JFS Guidance.

3.18. You must conduct the initial meeting in accordance with DWP data security standards and guidance as laid out in Generic Provider Guidance Chapter 8 – Information Security which can be found here.

3.19. At the initial meeting:

• you must check the Participant’s ID
• you will agree the Participant’s preferred method of communication
• you will outline the tailored 1-2-1 support available and the maximum provision length of 20 working days
• you will offer the Participant a minimum of 4 hours 1-2-1 and one group session, delivered digitally
• you will work together with the Participant to identify the Participant’s job finding support needs, and create and agree the first draft of a Job Finding Action Plan (JFAP). Further information on completion of the JFAP can be found in Chapter 4 of this guidance
• you will advise the Participant that a copy of the finalised JFAP will be shared with JCP, on request
• you will agree a date with the Participant for the next appointment, to take place within 5 working days after the initial meeting
• at the start of the Initial Meeting, you will issue the Participant with the Induction Pack (see para 3.14), using appropriate digital channels
• at the end of the initial meeting, you will issue the first draft of the JFAP to the Participant, and retain a copy
• you should ensure that on receipt of the draft JFAP and the Induction pack, the Participant replies to you and acknowledges receipt of both documents. This acknowledgement will form part of the evidence required to confirm that the Participant has started on the JFS provision

NOTE: Providers may use any appropriate channels to issue the Induction pack and the draft JFAP, and to allow the Participant to then confirm acknowledgment of the Induction pack and JFAP. However, evidence of the issue and acknowledgement of these documents must be made fully available to the Authority for the purposes of Compliance checks.

The Induction Pack

3.20. You will discuss with the Participant the contents of the Induction Pack, which must include, as a minimum:

• your complaints procedure
• your responsibilities under the Data Protection Act (DPA) and General Data Protection Regulation (GDPR)
• a method by which the Participant is able to contact you, where required (on-line messaging, telephone number, etc.)
• general expectations around behaviour, attendance, and participation requirements
• any other information relevant to the Participant

Identity Checks

3.21. You must ensure that in all communications with the Participant, both at the Initial Meeting and through the Participant’s journey, you are satisfied you are engaging with the correct person.

3.22. To do this, you may decide to ask them to state a combination of their personal information such as:

• full name
• address
• National Insurance number (NINo), where provided
• other information, such as details that were included within the original referral from the Jobcentre
• details you hold on Provider records
• consider using other ID, which is able to be viewed through digital means offered voluntarily by the Participant, for example, a snapshot of the Participant’s driving licence sent by text

3.23. You are reminded that you must follow the requirements around Data Protection Legislation and General Data Protection Regulation (GDPR), taking into account your Contract Terms & Conditions, and should adhere to all requirements as laid out in Generic Provider Guidance Chapter 8 – Information Security.

3.24. DWP is not prescriptive in the type of documentation that can be used to confirm the Participant’s identity, however, you must record, as a minimum:

• the method of identification used
• the type of evidence offered by the Participant
• where provided, the reference/serial number relating to passports or driving licences, or other offered documents

3.25. All information used to help in satisfying you, the provider, that you are engaging with the correct person (as detailed above), must be kept and used as evidence for DWP Audit and PCO checking.

3.26. If you have concerns with the identity of the Participant, and you are not able to confirm their identity from the information that you hold, you should contact the referring Work Coach, or your local Jobcentre.

PRaP Action and Recording the Correct outcome

Recording the Start Date

3.27. You must record the start date in PRaP, or the relevant “Did Not Start” or “Did Not Attend” outcomes, within 10 working days from the date the referral was made by DWP. This may be recorded retrospectively if you are entering the start date after the initial meeting was conducted.

3.28. This is a Customer Service Standard (CSS) against which you will be measured – please refer to Chapter 7 of this JFS Guidance.

3.29. The date of the Initial Meeting must be recorded on the JFAP and evidence of the start date retained, including all relevant communications with the Participant. This evidence must be made available, on request, to DWP.

Recording DNS or DNA Outcomes

3.30. There may be occasions when you will need to record a ‘Did Not Start’ (DNS) or ‘Did Not Attend’ (DNA) outcome on PRaP.

3.31. A ‘Did Not Start’ can only be entered on the PRaP systems where a Participant attends their initial meeting with you in the agreed digital communication format, but does not start provision.

This may be where the Participant:

• advises they are starting work
• advises that they are ill and cannot attend provision
• has a change in their circumstances
• you establish that the Participant is not, or is no longer, eligible or suitable for JFS

Note: It is the responsibility of the JCP Work Coach to confirm Eligibility and Suitability for JFS Participants. Whilst there is the facility for you to establish that the Participant is not, or is no longer, eligible or suitable for JFS, you must consider all aspects of the participant’s circumstances before this action is taken, and preferably after consultation with the JCP Work Coach, or your local JCP contact.

3.32. Where an error is discovered after the referral has been accepted on the PRAP systems but prior to the date of the initial meeting, you must cancel the DWP IT systems referral, recording a cancellation reason ‘Did Not Start’.

3.33. A ‘Did Not Attend’ should be entered on the PRAP systems where the Participant fails to attend the initial meeting.

This may be where the Participant, prior to the initial meeting:

• advises they are starting work
• advises that they are ill and cannot attend provision
• has a change in their circumstances
• decides that they do not want to participate

3.34. This includes cases where you identify, prior to the meeting, that the Participant will not be attending. Providers must cancel the referral in the PRaP systems recording a cancellation reason ‘Did Not Attend’.

Duplicate and erroneous referrals

3.35. You will be required to reject the referral in the PRaP systems where the following are identified:

• a Participant has a duplicate referral; or
• the referral is inappropriate

3.36. A duplicate or erroneous referral may be identified immediately on receipt of the referral, during the 2 days in which you are required to acknowledge or reject the referral in PRaP, as at para 3.07 above. Where this occurs the referral should be rejected, referring to the JFS PRaP User Guidance for the correct action to take and appropriate rejection reason.

3.37. You are expected to take all reasonable steps to ensure that duplicate and erroneous referrals are identified prior to recording the start date in PRaP. However, where that is not possible, and where the error is discovered and notified after the start has been recorded on PRaP, you must send a completed PRaP14 form to POST at PRAP.SUPPORT@DWP.GOV.UK who will make arrangements for the referral to be cancelled.

3.38. POST will then email you when this action has been completed and you must then cancel the referral in the DWP IT system within 24 hours, recording a cancellation reason of ‘Did Not Start’.

3.39. Note: For further information on recording the correct PRaP outcome, please refer to Annex 2 of this Provider Guidance or the JFS PRaP User Guidance which will be sent to you separately.

PRaP action after 31 days

3.40. After 30 calendar days of the referral from the Jobcentre, the Participant’s record will automatically show as a Did Not Attend in PRaP, unless you have, prior to the 30th day, input the Participant’s start date or the relevant outcome Did Not Attend (DNA)/Did Not Start (DNS).

If this occurs the individual will not be a Participant on the Programme unless subsequently the Jobcentre makes a new referral for that Participant which results in a start. Any Participant not recorded as a Start within 30 calendar days should be referred back to the Jobcentre.

Note: For further information on recording the correct PRaP outcome, please refer to Annex 2 of this Provider Guidance or the JFS PRaP User Guidance which will be sent to you separately.

Re-Referrals

3.41. All re-referrals will be subject to a Jobcentre Work Coach’s re-assessment on whether a re-referral is the most suitable option for the individual.

3.42. To be eligible to be considered for re-referral, all the following criteria must be met:

• the Participant still meets the eligibility/suitability criteria
• the Participant has not previously completed JFS
• the Participant has not been re-referred previously

3.43. For further information on re-referrals, please refer to Chapter 5 of this JFS Provider Guidance

Chapter 4: Participation on the Job Finding Support Programme

4.01. The Participant’s time on JFS is shorter in comparison to other DWP programmes so it is important that activity is focused to increase their chances of finding sustainable paid employment.

4.02. All activity undertaken with the Participant, and any advice and support provided to help them move nearer, or into, employment, must be recorded on the Job Finding Action Plan.

Job Finding Action Plan (JFAP)

4.03. At the initial meeting you will have worked with the Participant to create and agree the first draft of a Job Finding Action Plan (JFAP). The JFAP should be personalised and tailored to meet the needs of the Participant.

4.04. You will have issued a copy of the JFAP to the Participant and retained a copy yourselves. This will form part of the evidence required to confirm that the Participant started on the JFS provision.

4.05. The JFAP should contain all agreed activities and measurable, realistic objectives which will support the Participant in their job search. The JFAP should be reviewed and updated at each Participant interaction during the Participant’s time on JFS.

4.06. The JFAP should be used to record the support given to the Participant during their time on provision. This should include, but not be limited to:

• all job seeking and application activity, including digital methods
• feedback from the group session
• feedback from the mock interview
• help to identify the Participant’s transferable skills
• sector specific job advice
• the creation of an up to date CV, reflecting their work history, knowledge, experience and strengths, in a style appropriate to the jobs the customer will be applying for
• job matching to suitable vacancies
• advice and links about suitable employers

4.07. The JFAP includes a free text area for you to record any additional support given and agreed next steps.

4.08. You should ensure that the Participant has been given clear instructions on how to query or amend any aspect of the JFAP, if they are not happy with the content. As the JFAP is individualised, it is essential that they are content with the detail and any agreed actions.

4.09. The JFAP must be finalised at the end of provision and agreed with the Participant. You must retain a copy of the updated JFAP throughout the Participant’s time on JFS provision and for the duration of the contract for audit and compliance purposes.

Please refer to Chapter 5 of this Guidance for additional actions on exiting JFS.

4.10. A copy of the JFAP template will be issued to you separately by DWP.

Developing the Participant’s CV

4.11. Alongside the development of the JFAP, the Participant will also receive tailored 1-2-1 support to enable them to develop a personalised CV.

4.12. This support should involve the creation of an up to date CV, reflecting their work history, knowledge, experience and strengths, in a style appropriate to the jobs the customer will be applying for.

4.13. However, there may be some Participants with an existing CV, and support should be offered to help further develop, or improve, the design and content.

4.14. Where the Participant does not wish to take up the offer to improve their CV, this should be recorded on the JFAP within the Record of Activities section.

4.15. The reason for the Participant not wishing to take up the offer should also be recorded on the JFAP, and may be used as evidence for future DWP Audit and Performance Compliance Officer (PCO) checks.

During the Programme

4.16. During time on the programme the Participant will be offered a minimum of 4 hours flexible online tailored 1-2-1 support with a designated adviser(s). This will be ideally spread over a number of sessions, with a minimum offer of 2 sessions within the expected provision duration of 10 working days for the majority of Participants, with 20 working days as a maximum duration.

Participant misses a Booked Meeting

4.17. If the Participant misses a Booked Meeting and you are not contacted by the Participant with an explanation as to why, you should attempt to contact the Participant within two working days with a view to resolving any issues.

Disengagement and Re-Engagement

4.18. A Participant may disengage with you at any time. This could occur, for instance, due to the changing health of a Participant, or if they otherwise fail to attend an appointment or participate in an agreed activity. If a Participant is unable to complete the provision within 20 days they should be exited from the programme.

4.19. You must attempt to contact the Participant within two working days of disengagement, to establish the circumstances of the disengagement, using the method(s) of contact agreed with the Participant.

4.20. If you are unable to engage with the Participant after 2 attempts over 5 working days (less than 5 days if reached the maximum 20-day duration), or if the Participant declares they no longer wish to participate in JFS, the Participant will be exited from the programme and Jobcentre Plus will make a decision if a further referral is appropriate.

4.21. Please refer to para 5.11 for further information on early completers.

Participant Moving to Another Geographical Area

4.22. If, during their time on JFS, the Participant moves within Great Britain (England, Scotland or Wales) they will remain the responsibility of the Provider. For Participants who move outside of Great Britain for a period that is expected to be longer than the Participant’s remaining time on JFS provision, their JFS provision will end. Any potential Participants who move to Great Britain from Northern Ireland will be considered for any relevant provision, including JFS, using the agreed Jobcentre referral routes.

Change of Circumstances

4.23. Providers must have processes in place to receive changes of circumstances from DWP, consider them, and take action when appropriate.

4.24. Should DWP need to notify the Provider of a change of circumstance relating to a participant (for example a change of contact details), you will be notified by either a CEPD1 form or a UC78e form.

4.25. DWP will send CEPD1 and UC78e forms to you via email to the pre-agreed email inbox.

4.26. If you become aware of any changes of circumstances which would impact a Participant and their welfare benefits, you must remind the Participant of their obligation to notify the Jobcentre of the change(s).

4.27. You are not required to formally notify DWP of any Participant change of circumstances, however, should you wish to, you should complete the JFS07 form.

4.28. Completed JFS07 forms should be sent via unencrypted email to DWP via the pre-agreed email inbox.

Chapter 5: Completing JFS Provision and Re-Referrals

5.01. Once a Participant starts on JFS provision they remain on provision until they become a Completer or an Early Completer.

JFS Completer

5.02. A Participant is deemed as completing JFS provision (otherwise known as a completer) when they have:

• completed a minimum of 4 hours of direct 1-2-1 contact with JFS provision and their JFS adviser
• participated in a group session (as appropriate)
• developed a personalised CV, or supported (where required) to improve an existing CV
• agreed and finalised their JFAP, with a summary of activities completed whilst on the provision, and including any agreed next steps; and
• been provided with a copy of their finalised JFAP

5.03. You will also be required to share a copy of the finalised JFAP with Jobcentre Plus within five (5) working days of it being requested. You must annotate the JFAP with the date of the request and the date of issue to JCP.

5.04. The JCP Work Coach will have set a reminder to contact the Participant when provision has ended to discuss their progress on JFS, review the JFAP and update the Claimant Commitment. It is important that you send the requested JFAP within the 5 working days to ensure that there are no delays to those conversations.

JFAP Request received from the Jobcentre

5.05. If the JCP Work Coach decides that they wish to request a copy of the Participant’s JFAP, you will receive an email from the Jobcentre to your nominated in-box containing the form JFSPRO1.

The JFSPRO1 form will contain the following information:

• date of request
• return email address
• return postal address (if required, for example for MAPPA/SCR)
• participant name
• participant NINo
• provision end date
• participant owning jobcentre

5.06. On receipt of the JFSPRO1, you should use the information contained on it to:

• update the JFAP and the Participant’s record on your system, indicating that the request has been received from JCP
• ensure the JFAP has been fully completed and dated

5.07. You should then send the requested JFAP to the return email address on the form JFSPRO1, via unencrypted email within five (5) working days of it being requested.

Automatic End Dates

5.08. JFS provision will automatically end on the PRAP systems when 30 calendar days from the start date have been reached. Once a Participant starts JFS provision they will remain on provision on the DWP IT systems until they become a Completer or an Early Completer.

Manual End Dates

5.09. You must manually input the end date on the PRAP systems for a Participant in the following circumstances:

• when the Participant completes JFS provision early
• when the Participant has become employed or self-employed and you determine that your support is no longer required

Early Completer

5.10. A Participant is an Early Completer if JFS provision is no longer appropriate for them.

5.11. JFS provision will no longer be appropriate when a Participant:

• moves outside of England, Scotland or Wales (for a period longer than the remaining time on provision); or
• starts employment or self-employment; or
• chooses to leave the provision and/or disengages; or
• has died

5.12. A finalised JFAP is not required for an Early Completer. You will need to input an early end date into the PRAP systems for Early Completers and retain a copy of the completed JFAP.

Re-Referrals

5.13. In some cases, the Participant can be considered for re-referral, subject to the Work Coach’s assessment on whether a re-referral is the most suitable option for the Participant at that time.

5.14. Participants who have been unable to complete their JFS provision may be re-referred in the future. For example, this may be appropriate where a Participant’s journey is disrupted, for example, due to a hospital stay or a family emergency, and they have not been able to participate for the full provision duration.

5.15. Re-Referrals will not be made automatically but considered on a ‘case by case’ basis with due consideration for the Participant and their circumstances. Work Coaches will consider all other available provision before making the decision to re-refer the Participant back to JFS provision.

5.16. To be eligible to be considered for re-referral, the following criteria must all be met:

• the Participant still meets the eligibility/suitability criteria
• the Participant has not previously reached the maximum 20-day duration
• the Participant has not been re-referred previously

5.17. Where the Work Coach has assessed that a re-referral to the JFS provision is the most suitable option for the Participant, and that the criteria detailed above have been met, the Work Coach will make the re-referral on PRaP and you will need to acknowledge the re-referral as detailed above.

5.18. Participants who have been re-referred to JFS Provision will restart from day one and will be entitled to the full provision offer.

5.19. It is important that a participant is exited from JFS provision before they are re-referred. Failure to close the original record on PRaP will mean that the original start date will still hold, which will restrict the participant’s time on JFS provision.

Customer Experience calls

5.20. Following their time on provision, Participants may be asked by DWP to take part in a customer experience call. The call, to last approximately 10 minutes, will consist of 6 quick response questions and Participants will be chosen from the monthly PCO sample.

5.20. When issuing the finalised JFAP, your communication to the Participant should include a statement reminding Participants that they may be invited to take part in such a call.

5.21. All responses to the calls will be collated and shared with you as part of the PCO Checking and Assurance process, as set out in Chapter 7 of this Provider Guidance.

Chapter 6: The JFS Funding Model

Background

6.01. The JFS Payment Model will be a 100% service fee, monitored by CSSs and with corresponding service credits. This is to drive a high quality and efficient service for all Participants.

6.02. There will be two elements to the JFS Payment Model:

• the Service Fee; and
• Service Credits

Service Fee

6.03. The Service Fee will be an amount payable by DWP to you, the Provider, on a monthly basis in respect of each month in which Referrals are made.

6.04. DWP reserves the right to adjust the monthly Service Fee payable in the event that DWP’s estimate of the maximum anticipated starts (as set out in the Specification at 1.12) is not achieved.

6.05. The minimum Service Fee payable (subject to service credits) will be fixed at a set tolerance level and you should refer to the T’s & C’s.

6.06 Where the Service Fee is determined by DWP in its absolute discretion as due:

• it will be paid monthly in arrears at a date to be agreed (without you needing to claim)

• a proportion of the Service Fee, up to a maximum of 5% of the Total Contract Value, (such proportion to be agreed between DWP and the Provider) will be paid over the first 3 months in which Services are to be provided, to facilitate start-up costs and initial period of Service delivery

• it will be paid with any deductions made as a result of failure of the CSSs. Payment for the remainder of the Service Fee will be paid in equal monthly payments throughout the period between the Contract Start Date and the Referral End Date

6.07. At its discretion, DWP reserves the right to make deductions from the Service Fee payments as a result of the CSS targets outlined below:

Customer Service Standard	Relates to CSS 1	Relates to CSS 2
SLA Service requirement	For 95% of Participants the Provider must within 8 (eight) working days of the date the referral was made by the Authority hold the initial meeting.	For 95% of referrals, the Provider must, within 10 Working Days of the date the referral was made by the Authority: – record on DWP ICT System the date of the initial meeting, and the relevant outcome.
Service Level	Amber - 94% -85% Red - Below 85%	Amber - 94%-90% Red - Below 90%
Service Credit	5% deduction from monthly payment if red for one month. 10% deduction from monthly payment if red for two consecutive months. 5% deduction from monthly payment if amber for two consecutive months.	5% deduction from monthly payment if red for one month. 10% deduction from monthly payment if red for two consecutive months. 5% deduction from monthly payment if amber for two consecutive months.
Management Information – Reporting Level and Duration	PRAP system MI	PRAP system MI
Service Termination Threshold	Red for three consecutive months	Red for three consecutive months

6.08. Each service credit shall be applied to the relevant customer service standard independently. For clarity, an amber mark in CSS 1 and 2 in one month will not result in a deduction.

6.09. You will not be able to earn back deductions applied under the service credit regime.

6.10. Should you score red in any CSS for any four or more months in a rolling 12-month period, DWP reserves the right to terminate the contract.

Payments to Providers

6.11. You will use the Provider Referrals and Payment (PRaP) system to receive referrals and to record customer activity. You will therefore need to have met relevant security requirements before contracts go live.

6.12. All payments made in respect of JFS provision will be triggered by PRaP and paid through a Single Operating Platform (SOP) in line with the amounts agreed in the contract payment schedules, which will be attached to the terms and conditions. DWP can only make direct payments to United Kingdom (UK) bank accounts.

6.13. Payment for the provision will be via the PRaP system. Further information regarding current PRaP payment action can be found in the DWP Generic Provider Guidance.

6.14. Direct access to PRaP will be limited to Provider/Contract Holders. More information on PRaP can be found in the Supplying DWP pages on GOV.UK.

Chapter 7: Performance Management

Introduction

7.01. This section provides an overview of the delivery expectations relating to quality, performance and contract management for the Job Finding Support (JFS) Programme.

7.02. DWP is committed to raising the standards of its contracted provision making continuous improvement an integral part of its contracting arrangements.

7.03. DWP operates a robust Performance Management and Intervention Regime (PMIR) to ensure contracts deliver value for money for the taxpayer and to ensure that you are accountable for delivering what is outlined in your contract.

7.04. You will be responsible for managing the contract, including addressing poor performance with sub-contractors. You will need to ensure that all systems and processes used for the monitoring and recording of performance are robust and provide a clear audit trail of evidence, and give confidence to DWP that you and your supply chain are delivering the commercial vehicle agreement in accordance with your contractual obligations.

7.05. You must appoint named contacts who will work with the DWP Performance Manager to ensure that the required standards and performance levels are met.

Performance Management and Intervention Regime

7.06. DWP is committed to ensuring that all Participants have an experience that moves them closer to finding work. The Performance Management and Intervention Regime (PMIR) will measure your performance against the contracted Customer Service Standards (CSSs) and DWP will utilise appropriate commercial levers to ensure a good quality of service for all Participants.

7.07. There are four levels of this regime:

• Level 1: Standard Action – Performance Manager(PM) Led
• Level 2: Enhanced Action – PM/Senior Performance Manager (SPM) Led
• Level 3: Informal action – EAD Account Manager led
• Level 4: Formal action – EAD Account Manager led

7.08. All levels of the PMIR can run independently or concurrently. DWP will with reasonable discretion be able to take action at any level at any time.

7.09. Generally, all contracts must have a Provider Action Plan in place submitted by the Contract Operational Lead to the PM. Subject to the agreement of DWP Account Manager, Providers with a Contract at Level 1 will be advised if a Provider Action Plan is not required. Unless advised otherwise, the Provider Action Plan is required to be in place immediately following the contract implementation period and reviewed at each Contract Performance Review (CPR) meeting.

7.10. An example of the Provider Action Plan to be used will be provided by the DWP. However, you may use your own version if preferred, as long as it includes all areas covered in the example provided.

7.11. The Provider Action Plan should include any improvement activity, how and over what timescale you expect to achieve/exceed minimum performance levels. All actions in the plan should be Specific, Measurable, Achievable, Realistic and Time bound (SMART) and longer-term actions should incorporate SMART milestone targets.

7.12. PMIR intervention levels will not necessarily be applied sequentially, e.g., if appropriate, DWP may move from PMIR Intervention Level 1 directly to PMIR Intervention Level 3, without applying Level 2.

Level 1: Standard Action – PM led

7.13. May include actions such as:

• DWP holding regular Contract Performance Review (CPR) meetings with you which will focus on achieving contractual performance levels and CSSs including but not limited to, on an in-month, rolling three-month, rolling 12-month, cumulative performance basis, in line with the Contract from Day One. Your Provider Action Plan will be reviewed as part of the CPR. These meetings may be virtual, delivered through compatible on-line meeting platforms or via telephone conference facilities. Your PM will discuss and confirm arrangements with you

• Performance Management on both the quantitative and qualitative aspects of your contract. Other staff, including those representing Jobcentre Plus, may also attend these meetings. You will be required to provide monthly Management Information five working days prior to the CPR

Level 2: Enhanced Action – PM/SPM led

7.14. Whilst at Level 1, if it is determined that you may not achieve contractual performance levels or CSSs, your PM may undertake informal action to escalate you to Level 2, you will be notified of this in writing. You will be required to enhance your Provider Action Plan, to capture all agreed actions for performance improvement. in line with the Contract.

Level 3: Informal Action – EAD Account Manager led

7.15. If the remedial actions at Level 2 were unable to lift your performance in order to meet the performance levels and CSSs in the Contract, the DWP Senior Performance Manager (SPM) can propose escalation to Level 3.

7.16. You will be invited to a meeting to discuss your performance with Senior Managers and receive a Management letter to request that your performance improves. At this stage you will be informed that formal action could be taken in the event that performance doesn’t improve.

Level 4: Formal Action – EAD Account Manager led

7.17. If you fail to meet the required standards at Level 3, DWP Employment Account Division (EAD) and Commercial Directorate will take formal action to address the performance issues, considering and applying, where applicable, all the remedies available to DWP under the contract.

Contract performance review (CPR)

7.18. Within an overall framework DWP will employ an active and consistent PMIR. This will centre on monthly Contract Performance Review (CPR) meetings which will be the key vehicles through which DWP drives delivery of performance and service delivery through the contract. You must meet all of your MI requirements as detailed in the JFS contract Terms and Conditions prior to a CPR and at any other time, as required.

7.19. The purpose of the Contract Performance Review (CPR) is to formally examine both your performance, and that of your Supply Chain (if applicable), for this contract. All relevant aspects of performance will be assessed against contractual requirements and outcomes.

7.20. Your performance will be managed on both quantitative and qualitative aspects of the contracts, including, but not limited to, an in-month, rolling three months, rolling 12 month and cumulative basis from day one of the contract.

7.21. The usual frequency of CPRs is monthly, however, this can be reviewed as advised by DWP at its absolute discretion.

Content of the CPR meeting

7.22. The CPR will focus on the ongoing achievement of performance levels and CSSs. Depending on priority issues for each meeting, the CPR is likely to cover some/all of the following areas:

• Performance and CSS’s
• Review of Provider Action Plan – including improvement expectations agreed at the last meeting
• Sub-contractor (end to end performance) and Supply Chain performance
• Employer engagement
• Collaborative working (including Operational Process Updates)
• Participant experience/Customer Insight
• Assurance and Compliance Monitoring
• Performance Manager checks
• Exit feedback/CV/references
• DWP policy changes – latest DWP memos

Please note: This list is not exhaustive.

7.23. DWP’s performance teams, including local area stakeholders may visit your premises on an ad hoc (announced and unannounced) basis to investigate performance for example, under performance or high performance. If there is a performance concern or an area of weakness identified, PMs may undertake ‘Go-Look-See’ and/or ‘Deep Dive’ visits. These may be undertaken remotely. PMs will discuss fully the objective of these visits and how they will be undertaken. PMs may also ask to attend sub-contractor end-to-end delivery and supply chain meetings.

7.24. You must update your DWP Performance Manager immediately on any changes to information, data, progress, processes, procedures and issues relating to this contract.

Management Information

7.25. DWP will use Management Information (MI) presented by the PRAP system for the on-going management of the provision and for discussion with you. DWP will also expect you to capture and use your own MI, submit a monthly performance return (MPR) as detailed in para 7.30 and retain evidence for contractual and performance purposes. DWP will also conduct Performance Compliance Officer (PCO) checks to assess your performance (see para 7.36).

7.26. DWP is committed to transparency on how its provisions are working, so you need to be aware that MI may be shared with other Providers across other employment provision contracts and may also be included in published official statistics. You must treat information and MI that you have access to as restricted, confidential, and for your sole use, ahead of formal publication. Official statistics may also include DWP’s assessment of delivery of the services against the contractual CSSs at Provider level.

7.27. Performance league tables will be published and contracts will include transparency clauses to ensure relative as well as individual contract performance assessment.

7.28. DWP will measure your performance using cohort measures based on the information you provided as part of your tender which has been incorporated in to your Contract.

7.29. DWP produces MI Packs on a monthly basis. The MI packs will contain the data input to PRaP regarding your Participants, cohort profiles performance against the performance and CSS levels in the Contract. This will allow the Department to monitor your performance across various time periods including cohort, rolling three months, rolling 12 months and cumulative from day one of the contract.

7.30. You will be required to provide a clerical Monthly Performance Return (MPR) via JAGGAER as part of the MI to be provided by you to DWP, containing key data that drives the performance of the contract. The content of the MPR will be determined by DWP, informed by dialogue with you. More specific information, including the format and deadlines for the MPR, will be included in the contract terms and conditions and the JFS Provider Guidance, prior to the contract Start date.

7.31. The MPR is likely to include, but is not limited to, information such as the following:

• the number of members of Provider staff assigned to JFS within your delivery model

• Provider performance against the CSS; and

• the performance and management of the supply chain

7.32. DWP will collect data on the support offered to Participants at individual and Provider level, for example frequency/duration of meetings, support and activities offered.

7.33. DWP may amend and/or supplement the information it requires in the MPR at any time, including but not limited to amendments to cover your organisational structures and mechanisms for delivery of the Services.

7.34. You will also be expected to provide DWP with any information it may require in order to fulfil its legal obligations under legislation including, but not limited to, the Freedom of Information Act 2000, the Data Protection Act 2018 and the GDPR.

7.35. Please also see para 7.44 for details of monthly template required for CSS6.

Performance Compliance Officer Checks (PCO)

7.36. DWP will also conduct Performance Compliance Officer (PCO) checks to assess the performance of Providers. These measures, and your ability to meet them, will be regularly assessed by DWP Performance Managers as part of business as usual, and will be fully taken into account before any formal/contractual performance action is taken. The sample of Participants to be checked will be sent to you five (5) working days prior to the PCO checks being carried out.

7.37. You are expected to have the necessary remote IT equipment, which must comply with the relevant DWP policies as defined in the appropriate section of the JFS Terms & Conditions, to enable DWP to carry out the centralised checks of your systems; this includes the provision of any necessary electronic evidence that is required by the PCO to undertake the checks effectively.

7.40. In addition, DWP will conduct customer experience calls with Participants, post-provision, to obtain additional assurance on the level of service you have provided. DWP will use the same sample of Participants as for the PCO checks.

7.41. You are expected to advise the Participant that they may receive a call from DWP, following completion of JFS provision.

7.42. A summary of responses from the customer experience calls will be collated by the Performance Compliance Officer (PCO) and shared with you.

7.43. This additional level of assurance will be regularly assessed by DWP Performance Managers as part of business as usual, and will be fully taken into account before any formal/contractual performance action is taken. Performance Requirements – Customer Service Standards (CSSs)

7.44. The success of JFS provision will be measured against a series of Customer Service Standards (CSS’s) to ensure that service delivery requirements are met throughout each stage of the Participant journey.

JFS Customer Service Standards

1. For 95% of Participants Providers must, within 8 (eight) working days of the date the referral was made by the Authority, hold the initial meeting.

2. For 95% of referrals, Providers must, within 10 Working Days of the date the referral was made by the Authority:

• Record on PRaP the date of the initial meeting, and the relevant outcome

3. For 100% of Participants the Job Finding Action Plan (JFAP) will be updated by Providers at each 1-2-1 meeting.

4. Within a maximum of 20 working days from the start date 100% of completers will have an agreed (and finalised) personalised CV and JFAP for seeking employment.

5. Providers will share the finalised JFAP with 100% of Participants upon completion of provision and with Jobcentre Plus within 5 (five) working days of request. This will include a summary of activities completed on provision and next steps.

6. For 100% of Participants you must request the Participant completes a Customer Satisfaction survey. You will be required to seek information from Participants on the usefulness of the programme:

• This will be done by you, the provider, asking the specific question(s) and follow up (by email, link to a provider portal, website or on-line survey and where no other option available, by telephone) detailed below: Question: “Thinking about your overall experience of the services provided, how satisfied are you with the JFS programme?

  • Very satisfied
  • Fairly satisfied
  • Fairly dissatisfied
  • Very dissatisfied

Please can you tell us more about why you chose your response? Please be as detailed and specific as possible.

• Participants will be required to record their response to the question(s) (“Participant Response”). Where Participants provide responses by telephone, you will create and maintain a detailed written record of the response - this also falls within the definition of “Participant Response”)

• You are required to collate the Participant responses in the template that will be provided separately by the DWP

• You will send the completed template to DWP by the 15th day of the following calendar month. If the 15th day happens to be a non-Working Day, then the deadline shall move to the next Working Day. You will maintain each Participant Response, which DWP may request to review in the future

• DWP reserves the right to publish Participant responses or a summary of Participant responses (either in the form provided, or in any other form it sees fit). DWP also reserves the right to amend the specific questions or add additional questions that you will ask Participants on a monthly basis

• Additionally, DWP reserves the right to require you, the Provider, to ask the Participants the question(s) on a more/less regular basis

7.45. Performance against Customer Service Standards will be reviewed on an in month and rolling 3-month basis from day one of the contract. DWP may carry out reviews over other such periods as it considers appropriate. Performance improvement action will be considered on a monthly basis where CSS’s have not been achieved. You will be required to deliver performance on customer cohorts.

7.46. If you, the Provider, do not meet the required standards there will be financial consequences. Further details can be found in Terms and Conditions.

7.47. At its discretion, the Authority reserves the right to make deductions from the Service Fee payments as a result of the CSS targets outlined in para 7.20

7.48. DWP can waive rights to utilise these levers, where appropriate, and will want to be fair and reasonable to you to support positive results in this unprecedented situation of economic decline and the impact of a pandemic.

7.49. DWP will routinely seek feedback and should there be any concerns on delivery of the service DWP reserve the right to undertake further investigations as detailed in JFS contract Terms and Conditions. Provider Assurance Team (PAT)

7.50. The primary purpose of the Contract Management and Partner Delivery (CMPD) PAT is to provide the DWP CMPD Director with an assurance that provider systems of internal control are such that payments made to providers are in accordance with DWP and Treasury requirements.

7.51. PAT reviews and tests providers’ systems of internal control to establish how effective they are at managing risk to DWP in relation to CMPD expenditure, service delivery and data security, including the arrangements they have.

7.52. This work is carried out by the PAT by reviewing providers’ internal control systems to assess their ability to manage risk across four key areas:

• Governance Arrangements – covering the provider’s governance arrangements, systems for tracking and reporting performance and their anti-fraud measures

• Service Delivery – includes the provider’s systems for starting, ending and moving Participants through Programme and generally looks to ensure that DWP is getting the service it is paying for. This section also covers management of the supply chain

• Claim Procedures and Payments – looks to ensure that providers have in place effective systems to support their claims for payment, including appropriate segregation of duties

• Data Security – looks to ensure that providers have in place adequate systems to safeguard DWP data whilst it is being stored and/or transmitted around their organisations

7.53. The PAT operates at a national level across all programmes, enabling it to present CMPD providers operating across regions with a single view of the effectiveness of their systems; each provider will have a nominated Senior Provider Assurance Manager and therefore a single point of contact within DWP for management of assurance related issues/concerns.

7.54. On completion of each review, you are awarded an assurance rating from the following four categories – weak, limited, reasonable and strong. You will also receive a formal report detailing the review findings including key strengths and areas for improvement; where weaknesses have been identified you are asked to complete an Action Plan setting out appropriate steps for improvement and this is followed up at an agreed point.

7.55. The timescale for a subsequent review is determined by several risk factors; these include your current assurance rating, the contract value and intelligence from internal stakeholders. Provider reviews are conducted over a period of up to 20 weeks. The resource allocated to each review depends on the complexity of the contract delivery.

7.56. Findings from each review are routinely reported to the relevant category managers’ /supplier managers and other DWP stakeholders. Remedial actions may be taken in the following circumstances:

• If, following a Weak or Limited Assurance level from the Provider Assurance Team, your subsequent assurance level is the same or worse for the same reasons, or you are awarded a consecutive third weak or limited assurance, regardless of the reasons

• Following a review, if you fail to submit and/or implement the Action Plan within the agreed timescale

• Where there are suspicions that you may be acting inappropriately, the team will refer to Internal Investigations as the experts trained in the legalities and techniques required to carry out formal investigations

7.57. DWP will periodically publish provider assurance levels and names (note - this will not include reports or supporting information). This is to satisfy a commitment DWP made in response to a Freedom of Information request and to support DWP’s commitment to public transparency.

7.58. The PAT will work with you to ensure that you understand what is expected and are, therefore, adequately equipped to develop robust systems to support your service delivery model throughout the duration of the contract (for further information please see DWP Generic Provider Guidance, Chapter 6, Provider Assurance. Please Note: Nothing in this Chapter shall amend any rights or remedies or obligations available to the Authority under the contract.

Chapter 8: Clerical Monthly Performance Return (MPR)

Introduction

8.01. Along with the standard MI information recorded through the DWP IT System (PRaP), you must send a monthly clerical return that DWP will use to inform analyses and reports to evaluate JFS provision and performance.

Product Characteristics

8.02. The Clerical MI Report is the product that you will use to record JFS activities and resources on a monthly basis. at individual level, or as aggregated statistics. Format and content of this product has been chosen to make the information collected complementary and compatible with other data held by or available to the DWP.

The Clerical MI Report

The report is released as an excel file and contains the following spreadsheets (tabs):

8.03. Instructions – a summary of all the information reported in this User Guide.

8.04. CSS – performance against CSS as indicated to record the monthly updates.

8.05. Staffing – information about the staff delivering JFS. The user will ensure that all information in this tab is updated on a monthly basis. This section records the FTE of each member of staff by job role.

8.06. Clerical MI return – information about the provider’s compliance with the following Customer Service Standards:

• CSS 3 – For 100% of Participants the Job Finding Action Plan (JFAP) will be updated by Providers at each 1-2-1 meeting

• CSS 4 – Within a maximum of 20 working days from the start date 100% of completers will have an agreed (and finalised) personalised CV and JFAP for seeking employment

• CSS 5 – The Provider will share the finalised JFAP with Jobcentre Plus within 5 (five) working days of request. This will include a summary of activities completed on provision and next steps

8.07. For all the three CSSs, the user needs to report the total number of eligible cases and the number of cases where the CSS requirement was met.

Instructions for Completion

8.08. The Clerical MI report must be completed by the 15th day of each month.

8.09. Full user guidance, including access to the Clerical MI, is available to providers via JAGGAER.

8.10. In the event of any concerns, please contact your DWP Performance Manager.

Annex 1: Job Finding Support Forms

These forms and returns will be provided separately by DWP and all the information on their completion and usage is contained within this Guidance.

If there are any issues, you should contact your DWP Performance manager, in the first instance.

Chapter	Form
Chapter 4, 4.10	Job Finding Action Plan (JFAP)
Chapter 4, 4.27	Change of Circumstance Form (JFS07)
Chapter 7, 7.10	Example of Provider Action Plan
Chapter 7, 7.30	Clerical Monthly Performance Return (MPR)
Chapter 7, CSS6	Customer Satisfaction Survey

Annex 2: Provider PRAP action

For use in conjunction with Chapter 3: PRaP Action and Recording the Correct Outcome

Requesting cancellation of the referral

If the Provider has acknowledged the referral but has not claimed a Start on PRaP, they have the option to request that the referral be cancelled.

Once they have selected ‘Request Cancellation’ button the Provider can select a rejection reasons below:

• No Contact
• Did not attend interview/DNA
• Did not start/DNS

PRaP JFS End codes

Code number	End Reason	Notes
1	Found Work
36	No Longer engaged with Provider	For use in conjunction with Chapter 5
37	No Longer Eligible	Only for use where advised to by JFS policy team, and as set out in Chapter 3
39	Completed Provision
43	Customer Deceased
45	End of Allotted Time	Automated Code
46	Exceptional Circumstances	Only for use where advised by JFS policy team

If the Provider needs to use a PRaP End code, they must record, on PRaP, when the last day of engagement with the Participant occurred.

Annex 3: Active Definitions and Glossary of Abbreviations

Definitions

Benefits

This is taken to mean income replacement benefits, such as Universal Credit, Job Seekers Allowance (JSA), new style JSA, and Employment and Support Allowance (ESA). Customers on Universal Credit may be working but not earning enough to cover their eligible costs so seeking more hours and/or better paid employment.

Completer

An individual who has completed the JFS service as set out in the Specification and Chapter 5 of this Provider Guidance.

Customer Service Standard (CSSs)

The service levels to which the Call-Off Services are to be supplied by the Provider as set out in the Specification and Chapter 7 of this Provider Guidance.

Designated Adviser(s)

This means that each customer must have a named adviser available for each one-to-one session. Although this does not always have to be the same adviser for every session it is helpful if the number of different advisers dealing with a customer is minimised in order to give continuity.

Digital Service

Wherever the term “digital service” is used this is taken to mean both service delivered on-line and, for those customers not able to work on-line, service delivered via telephone.

Early Completer

A Participant is an early completer if JFS provision is no longer appropriate for them as stated in the Specification and Chapter 5 of this Provider Guidance.

Initial Meeting

This is taken to mean the first substantial discussion between the Provider and the customer following a referral. The initial meeting will be conducted digitally (on-line or by telephone for those customers not able to work on-line) In most cases the Provider will have needed to first make digital contact with the customer to arrange a suitable time for the initial meeting.

Job Finding Action Plan (JFAP)

A written plan prepared by the Provider in consultation with the customer at the initial meeting and updated at each subsequent meeting with each Participant, setting out the agreed actions to support the Participant into work.

One-to-one or 1-2-1

Where the term one-to-one or 1-2-1 is used this means that, whether online or by telephone, the adviser shall only be dealing with a single customer at that point, giving the customer their undivided attention

Referral

The referral of a Participant by the Jobcentre to a Provider for participation in JFS provision.

Re-referral

The referral of a Participant who has previously taken part in JFS provision.

Start Date

The Start Date is the date on which the Participant commences the provision and will be the date that the Participant attends their initial meeting with the Provider.

Working Age

This means from the age of 16 up to the retirement age that would apply to the particular customer, based on their age, at that point

Working Day

Means any day other than a Saturday, Sunday or Public Holiday in England, Scotland or Wales.

Glossary of Abbreviations

Abbreviation	Description
FSF	Flexible Support Fund
GDPR	General Data Protection Regulations
JFAP	Job Finding Action Plan
JFS	Job Finding Support
PRaP	Provider Referral and Payments System

Annex 4: JFS Participant Journey

Full service delivered within a maximum of 20 working days from Start date, but with the expectation of completing JFS provision within 10 working days.

1. Identification: Participant is identified by the work coach as requiring support, deemed to be eligible and suitable, and declares that they want to volunteer

2. Referral: Participant is referred to the JFS provider and is contacted to book the date and time for the Initial Meeting.

3. Starting: Participant has an Initial Meeting with the provider and competes a draft JFAP, based on their individual needs.

4. JFS Support: Participant has a minimum of two 1-2-1 sessions, a group session, mock interview, Job matching, Sector-specific advice, peer support.

5. Exit: Participant ends provision with completed, tailored JFAP to support them into work and an individualised CV.