Provider memo WP210: Provider Direct
Updated 22 September 2017
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This memo is for Work Programme providers and Senior Performance Managers.
1. Background
Provider Direct is a telephone helpline service for providers.
It is for you to use when a Work Programme participant claiming Jobseeker’s Allowance or Employment and Support Allowance has failed to carry out a mandated activity and you are considering raising a compliance doubt.
This service allows you to check that you hold the correct details prior to deciding whether or not to make a WP08 or PRE01 compliance doubt referral.
2. Summary and action
Provider Direct is not a general enquiry service or aid to track job outcomes and must not be used for these purposes.
Provider Direct is to help you establish if a change in circumstances – for example, a change of address – has occurred that you were unaware of which could result in you issuing a mandation letter in error.
We are aware that providers have also been using this service to track job outcomes. This is not what the service is for and reduces the resources available to answer the calls that are being made correctly.
The Department for Work and Pensions (DWP) provides on and off benefit scans to help you track and support participants when changes occur.
3. Further information
All enquiries about this memo should be raised with your Performance Manager in the first instance.
From: DWP Contracted Health and Employment Services Directorate