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THE JOBCENTRE PLUS SUPPORT CONTRACT GUIDANCE

Introduction 1. This guidance is to support Jobcentre Plus Advisers and districts with the delivery of the Jobcentre Plus Support Contract (JCPSC). The JCPSC delivers provision for Jobcentre Plus customers prior to entry to the Work Programme including lone parents, partners and carers through voluntary work preparation support. Note: As an aid to JCPSC referrals, advisers will have access to the District Provision Toolkit or similar which is maintained locally and will show available provision. Please see Annex 11 for Additional information for City Strategy Areas

Eligibility All Jobcentre Plus customers are eligible to access the JCPSC but the primary consideration for all advisers is to select the most suitable provision based on the customer’s needs. See Annex 16, Referring the Right Customer to the Right Product for more information. Advisers should take into consideration local discretional guidelines which should be followed.

Improving Job Search Modules 2. All Jobcentre Plus customers are eligible to access Improving Job Search Modules through the JCPSC The following customer groups may be most suitable for the Improving Job Search modules:

Jobseekers Allowance (JSA) customers prior to entry to the Work Programme;

Lone parents, partners and carers; Rapid Response Service (RRS) customers

3. Alternative sources (for example, non-contracted provision, or devolved administration funded provision) should also be considered before using the Support Contract modules.

Early Entry to the Improving Job Search Modules 4. All Jobcentre Plus customers can now access the JCPSC Improving Job Search Modules from Day 1 if deemed appropriate by the adviser, there are no alternatives available and local discretional guidelines have been followed. Special consideration should be given to the following customer groups who would benefit from attending the JCPSC Provision:

Customers who have served a custodial sentence. Refugees and others granted leave to stay in the country (not English

Speakers of Other Languages (ESOL)). Homeless people (including rough sleepers).

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People who have been in residential care (A person who was looked after as a child by a local authority pursuant to the Children Act 1989(1) for a period exceeding 3 months within the last 3 years).

Ex-HM Armed Forces (A person who has served in the regular armed forces of the Crown for a period exceeding 3 months within the last 3 years).

Customers with language, literacy or numeric problems (not basic skills or ESOL).

Lone parents. Customers with disabilities in receipt of JSA. Adviser discretion (in exceptional circumstances). Customers with mild to moderate mental health issues (The condition is

well managed by the customer). Employment Support Allowance (ESA) customers who have failed the

Work Capability Assessment (WCA). Incapacity Benefit (IB) customers who have failed the Personal Capability

Assessment (PCA). Partners of current or former Armed Forces personnel. Partners of customers on a qualifying benefit. Carers. Pension credit customers.

5. See Annex 12 for Additional information for City Strategy Areas. 6. Some customers with disabilities may be better served by Work Choice and may need to be referred to a specialist Disability Employment Programme (DEP).

Eligibility for the Getting Ready for Working Modules 7. Although all Jobcentre Plus customers are eligible for the Getting Ready for Working Modules (local discretional guidelines should be followed) were particularly designed for the following customer groups

lone parents; partners; carers. Entry point can be at any part of the claim and Support Contract Provision

should be offered when a customer will get the most benefit. Note However if a lone parent or carer is in receipt of either JSA or ESA consideration will need to be made of any impending or future mandatory referral to the Work Programme before considering if this is an appropriate referral and if it allows sufficient time to complete the activity prior to starting the Work Programme.

Customer Groups NOTE: The primary consideration for all advisers is to select the most suitable provision based on the customer’s needs taking into account local discretional guidelines. See Annex 16, Referring the Right Customer to the Right Product for more information.

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Jobseekers Allowance Customers 8. Only JSA customers requiring a moderate level of support i.e. the almost job ready should be referred to the JCPSC. 9. Those customers with more complex requirements should be referred to alternative local provision where appropriate support can be provided. 10. Those out of JCPSC scope for referral to the JCPSC are:

Customers with Basic Skills, ESOL, drug or alcohol related needs or customers with considerable motivation or confidence issues.

Those customers likely to find a job through their own efforts and/or with support from their Jobcentre Plus adviser alone.

Lone Parents, partners of benefit recipients and carers. 11. All lone parents, partners and carers are eligible for support under the JCPSC at any point during their claim. However depending on the benefit they receive (JSA/ESA) will impact on the length of time they can receive support prior to a mandatory Work Programme referral.

Pre Employment Training (PET) 12. Occasionally the JCPSC will be used to provide Pre Employment Training (PET) either as stand alone PET or part of a Sector Based Work Academy. Advisers will be informed of PET opportunities via usual procedures.

Rapid Response Service Customers 13. The aim of the Rapid Response Service (RRS) is to support individuals facing redundancy or customers who have recently been made redundant. 14. Eligibility for RRS will be designated by the District Manager in line with current RRS Guidance and support may be provided by the JCPSC provider. 15. The JCPSC will be used as the vehicle for the provider to deliver jobsearch modules, the Skills Transfer Analysis (STA) and RRS Vocational Training, (detailed in the District Provision Tool or equivalent). The provider will invoice separately for this provision, which will be funded from the nationally held RRS budget and will not, therefore, affect District JCPSC budgets.

Changes to the Support Contract for RRS

16. In October 2010, the Support Contract was varied to enable easier access for RRS customers to jobsearch modules, STAs and selected vocational training. In recognition of the reactive nature of RRS, payment for this provision has been extracted from the service fee and will be invoiced by providers on a monthly basis.

Improving Jobsearch Modules

17. If the JCPSC is called upon to deliver jobsearch support to RRS customers, staff should firstly seek to fill places on existing JSA modules to maximise the use of these modules. Payment for these places will be funded through the normal service fee at no cost to the RRS budget.

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18. Where places are not available, or bespoke/bulk delivery is required (for example at the employer’s premises) this should be arranged with the provider on a one-off basis and will be included in the monthly invoice. 19. RRS customers can access any of the Improving Jobsearch modules, however, the most appropriate ones may be:

Finding and Getting Jobs; Doing Effective Job Search; and The Job Search Support Centre

Skills Transfer Analysis

20. If STA provision cannot be sourced through partners, for example Nextstep in England and equivalents in devolved administrations, then the JCPSC should be used. 21. The STA is delivered as an add-on to the Doing Effective Jobsearch module and will be charged for separately as part of the monthly invoice. Therefore:

If the RRS customer is referred to an infill place on a JSA module, a separate referral will need to be made to request and STA.

If the RRS customer is referred to a bulk or bespoke Doing Effective Jobsearch module, the referral must be clearly noted that an STA is required.

See referral guidance for further information on the appropriate LMS Opportunities to use.

RRS Vocational Training

22. The overall aim of specialist, vocational training is to help RRS customers to acquire and/or update work-related skills to enable them to gain employment quickly following redundancy. 23. The following requirements must have been met before referring customers to RRS Vocational Training:

RRS Vocational Training is only available for individuals who are part of a RRS supported redundancy or job loss;

A Skills Transfer Analysis (or equivalent, such as the Integrated Employment Skills (IES) Service Action Plan) must have already been undertaken by the individual;

The STA must have been completed by a supplier who has recommended a suitable vocational course for the individual;

The STA must clearly demonstrate how and why the training is appropriate to the needs of the individual and the labour market;

The individual should be able to take up employment once the training has been completed;

The STA must have been checked by Jobcentre Plus staff to confirm the information is correct; and

The RRS Team must have given approval for the course in line with; the needs of the individual; and the local labour market.

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24. In exceptional circumstances, when training requirements are clear but there are time constraints (for example, a job offer is in place), a formal STA may not be necessary. In such cases a brief business case supporting the request for vocational training will suffice. The business case should include the reason why an STA was not required and any supporting evidence, for example, confirmation of the job start. 25. If the recommended course is included in your CPA (District Provision Tool or equivalent), contact the JCPSC provider to arrange delivery. 26. Once the referral is received from Jobcentre Plus, the provider will contact the customer to arrange the training within 72 hours. 27. A proposed start date for training must be agreed with Jobcentre Plus within 7 days of the referral. 28. It is expected that training will start within 21 days of the referral. If a supplier is unable to deliver within 21 days they may, under exceptional circumstances, agree an alternative start date with Jobcentre Plus. If a reasonable start date cannot be agreed, Jobcentre Plus retains the right to make alternative arrangements. 29. Training should be delivered at a location within reasonable daily travelling distance for the customer. If training is not available locally, the supplier should discuss alternative training locations with Jobcentre Plus. If a reasonable location cannot be agreed, Jobcentre Plus retains the right to make alternative arrangements. 30. RRS customers can be referred in any numbers. See referral guidance for more information. N.B: Travel costs are included in all JCPSC Modules, including RRS Vocational Training. 31. Where provision cannot be accessed through the JCPSC, staff should use the LVP route to fill any gaps. In these instances, the LMS Opportunity; RRS funded Job Focused Training, should be used. 32. If it becomes apparent that the need represents a trend, the provision can be incorporated in the JCPSC by arrangement with the Performance Manager. Advisers or RRS Co-ordinators should contact their Third Party Provision Manager, who in turn, will submit a Business Request Template to the Performance Manager. 33. Trend variations will be applied quarterly.

Bulk RRS Vocational Training Purchases

34. Where there is a large redundancy, or results of the STA and knowledge of the labour market indicate a bulk requirement (that is, 4 or more places required at the same time) for specific vocational training that is not on the standard schedule, this should also be available through the JCPSC. 35. Providers have provided fixed prices for RRS Vocational Training within each CPA. Any changes to this would need to be negotiated with the JCPSC provider. You will need to tell the District Manager the approximate price before formal negotiation starts to ensure they are content.

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36. RRS Co-ordinators should then contact their Third Party Provision Manager, who in turn, will submit a Business Request Template to the Performance Manager. 37. Bulk vocational training requests can be made at any time. 38. If a JCPSC provider is unable to meet customer requirements in terms of location and timing, you should refer to the hierarchy model to source the provision. N.B Bulk RRS Vocational Training purchases will be funded from the RRS element of the support contract and not from District budgets. 39. Full information on Rapid Response Service can be found in current RRS guidance.

Referral process for RRS Funded Provision 40. The LMS Opportunity; ‘Rapid Response Service’ should be used for the following referrals;

Skills Transfer Analysis’ Bespoke/Bulk Jobsearch Modules RRS Vocational Training

41. Where a customer needs referring to the Rapid Response Service Opportunity twice, for example; a Skills Transfer Analysis followed later by RRS Vocational Training, LMS will only allow this if the Provider has recorded a ‘Result’ against the first referral.

Referral to JSA Jobsearch Module with Skills Transfer Analysis add-on

42. If an RRS customer is referred to an infill place on the JSA Doing Effective Jobsearch module and requires a Skills Transfer Analysis as an add-on, RRS Teams or Advisers should make referrals to two separate LMS Opportunities:

Standard JSA LMS Opportunity (for the Doing Effective Jobsearch module), annotating the referral ‘RRS STA Required, Invoice Separately’.

Rapid Response Service LMS Opportunity, annotating the Action Plan ‘RRS STA Required’.

Referral to bespoke or bulk Jobsearch modules

43. An alternative referral process exists where ‘In fill’ places on the JSA Improving Job Search Modules are not available through the existing JCPSC route, or bespoke/bulk delivery of Job Search modules is required, (for example, on the employers premises). 44. RRS Teams or Advisers should:

Refer customers using the Rapid Response Service LMS Opportunity, detailing requirements in the Action Plan.

45. Where the RRS customer requires a Skills Transfer Analysis as part of the bespoke/bulk Doing Effective Jobsearch module, Advisers should:

annotate the above referral Action Plan ‘RRS STA Required’.

Referral to RRS Vocational Training

46. Where the RRS Vocational Training meets the criteria, RRS Teams or Advisers should:

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Refer the customer using the Rapid Response Service LMS Opportunity 47. The LMS Referral must include an Action Plan annotated with an RRS Header. They must annotate the “other information” section of the Action Plan as an RRS Customer, identifying their specific needs. The detail should include the name of the course, the timescales for the training and any previous experience or qualifications the customer has.

JCPSC Modules 48. To accommodate the needs of these customer groups there are two main elements of support within the JCPSC. They are:

The Improving Job Search modules; and The Getting Ready for Working modules.

The Improving Job Search modules 49. Advisers will have greater flexibility and control over the additional support customers receive, matching contracted and non-contracted provision to customer need in a coherent and seamless way that also ensures value for money (local discretional guidelines should also be taken into consideration). The Improving Job Search modules will:

Offer the type and level of support packaged in the way advisers say they want for their customers;

Meet the needs of customers requiring moderate support to secure a job; Be adaptable to any special requirements of lone parents, partners and

carers and other customers with moderate needs. 50. These modules are aimed primarily at JSA customers (but open to RRS, lone parents, partners and carers) requiring a moderate degree of additional job search related support to secure a job. 51. RRS customers have access to these modules whilst under notice of redundancy and for 13 weeks following redundancy, and can be referred by either the RRS Team or Adviser. 52. Jobsearch support is also available to individuals under threat of redundancy through the support contract jobsearch modules. This may be appropriate where it is deemed likely that redundancies will be made and due to timescales or volumes support may not be able to be delivered prior to redundancy. This is where providing support early will significantly improve the individual’s chance of finding another job without the need to claim benefit. 53. For lone parents, partners and carers, it is expected that modules may need to be delivered over a period of time to take account of the customer’s parental/caring responsibilities and more substantial needs. 54. There are five Improving Job Search modules. They are;

Realistic Jobs for Me (see Annex 1 for more information); Doing Effective Job Search (see Annex 2 for more information); Finding and Getting Jobs (see Annex 3 for more information); Skills for Work (see Annex 4 for more information); Job Search Support Centre (see Annex 5 for more information).

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The Getting Ready for Working modules 55. These modules are aimed at lone parents, partners and carers with more substantial support needs. Referrals will be adviser led (following local discretional guidelines) and replace the majority of support currently provided for these customers through the mainstream New Deal contracts and Programme Centres. 56. The Getting Ready for Working modules will:

Offer the type and level of personalised support needed to bring this customer group to job readiness in a format that advisers say they want for these customers;

Meet the flexibility needed by this group to allow for their caring responsibilities.

57. There are three Getting Ready for Working modules. They are: Vocational training (see Annex 6 and Annex 7 for more information); Launch Pad (see Annex 8 for more information); Keeping the Job (see Annex 9 for more information).

RRS Vocational Training Module 58. This module is only available to individuals who are part of a RRS supported redundancy or job loss; 59. The overall aim of specialist, vocational training is to help RRS customers to acquire and/or update work-related skills to enable them to gain employment quickly following redundancy. 60. In order to access RRS Vocational Training, a Skills Transfer Analysis (or equivalent, such as the Integrated Employment Skills (IES) Service Action Plan) must have been completed by the individual, and approval for the training should have been made in line with the needs of the individual and the labour market. 61. In exceptional circumstances, when training requirements are clear, but there are time constraints (for example, a job offer is in place), a formal STA may not be necessary. In such cases a brief business case supporting the request for vocational training will suffice. The business case should include the reason why an STA was not required and any supporting evidence, for example, confirmation of the job start. 62. Your District Provision Tool or equivalent will inform you of the RRS vocational training available to individuals who are part of a RRS supported redundancy or job loss in your area. 63. Available types of training:

The duration of courses will vary depending on the type of training being delivered. The expectation is that training will be short and job focused, aimed at helping RRS customers to acquire and/or update work-related skills to enable them to gain employment quickly following redundancy.

The schedule of RRS Vocational Training Courses available in each contract package area (CPA) represents both the most popular Low Value Procurement (LVP) requisitions historically, and any requests Districts have made for trend variations.

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64. Appropriate and specific training will be given to provide the necessary skills, certification or accreditation to allow access to certain working environments and undertake work in particular occupational areas. 65. Training courses will be to recognised industry-specific bodies to provide nationally recognised accreditation/qualifications where appropriate. RRS Vocational Training courses are available for novices or experienced customers (as a refresher). These courses may, or may not provide certification. 66. The following courses are an example:

ADR Licences Forklift very Narrow Aisle C&G 2382 – 10 (17th Edition) Electrical Wiring C&G 6129 Plumbing CCNSG Safety Passports Welding; Assessment, MIG, ASME, or ASME9 (IX) TIG Nebosh; General or Construction First Aid - at Work Autocad

67. This list is not exhaustive and availability of courses will vary in different contract package areas.

Referrals to JCPSC Provision 68. If the adviser identifies that the customer is eligible for and is likely to benefit from participating in the JCPSC (see Eligibility), the adviser will discuss and agree which module(s) (or part of module) may be suitable with the customer. See Referral Process for more information. NOTE: The adviser can refer the customer to more than one module if appropriate.

Feedback Mechanisms & Customer Complaints 69. At the point where the customer is referred to a module the adviser must explain the feedback mechanisms which are in place. These mechanisms will be used to identify where provision is not performing as it should be.

Customer Questionnaire - Every customer will be asked to complete a short questionnaire on completion of any module. The questionnaire will be issued by the supplier and should be handed back to the supplier on completion. If the customer does not complete the module for any reason they may be asked to complete a Customer Questionnaire by their adviser at their post course interview. See Annex 10.

70. At this point the adviser should also explain the customer complaints procedure to the customer.

Customers with caring responsibilities 71. Customers who have caring responsibilities and are being referred to the provision may require a pre-provision interview. The adviser will identify whether this is required when determining which module(s) are to be delivered. The pre

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provision interview is a discussion between the customer and the Supplier to explain the provision and its requirements, discuss practicalities of attending provision, including a customer’s caring responsibilities and times of attendance.

Customers who need a CV 72. It is the responsibility of the Jobcentre Plus adviser to assist the customer in completion of a CV. Guidance can be found in Jobseekers Allowance Claimants guide, CV Job Broking Service. 73. If the customer has a CV that requires changes and they don't feel able to make the changes and would like assistance with this, or if they don’t feel able to put a CV together and would like assistance, the adviser should make a referral to the appropriate local provision. 74. Annex 16, Referring the Right Customer to Right Product gives direction regarding the order in which provisions should be considered, as follows:

Provisions funded by the Skills Funding Agency in England and the devolved administrations equivalents

Opportunities provided by other partners If the identified provision is not available via non contracted provision

opportunities, then advisers must consider whether it is available through DWP contracted provisions, in this order:

Jobcentre Plus Support Contract (JCPSC). Other prime contracts where early entry criteria applies Low Value Procurement as a last resort, when no comparable provision is

available through contracted or non contracted provision. 75. If the adviser determines JCPSC to be the most suitable provision, the adviser must discuss and agree with the customer which module(s) (or part of module) may be appropriate. The adviser must also annotate the Action Plan, action item (free text box) to inform the Supplier which module(s) (or part of module) are required to enable the supplier to tailor the provision to meet the customer’s identified needs.

Pre-Provision Interview

Customer requires a pre provision interview 76. If the customer requires a pre provision interview, the adviser will telephone the Supplier to make a pre provision interview appointment and note this in LMS conversations. 77. The adviser will then arrange a follow up appointment approximately 5 working days after the pre provision interview date. The adviser will issue an LMS appointment letter to the customer detailing the pre provision interview and the follow up appointment date and time. 78. The adviser will then refer the customer to the JCPSC by selecting the LMS opportunity type and will include details of the module(s) or sub components of modules on the LMS action plan in the action item (free text box). The adviser will set a workflow in LMS for the day after provision is due to start. On receipt of

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the workflow the adviser will check LMS to establish if the customer has started on the JCPSC. 79. The majority of customer details will be transferred to the supplier without creating an action plan. Action plans are required if only part of a module is required or if the adviser has been unable to make telephone contact with the supplier. Where an action plan is appropriate, the details of the module(s) or sub components of modules will be noted on the customer’s LMS action plan in the action item (free text box). If the customer does not already have an action plan, the adviser will create one in LMS. 80. The adviser will meet again with the customer at the previously arranged follow up interview to arrange training allowance, and childcare or carer payments as appropriate. 81. For Getting Ready for Working modules, the adviser should maintain regular contact with customers whilst they remain on provision. 82. When the customer completes the provision the adviser will carry out a post course interview and determine follow up action.

Customer does not require a pre provision interview 83. If the customer does not require a pre provision interview, the adviser will telephone the Supplier to make an appointment for the selected module. At this stage the adviser will make arrangements for training allowance, and childcare or carer payments if appropriate. 84. The adviser will then refer the customer to the JCPSC by selecting the LMS opportunity type detailing the date, day and time of provision on the LMS referral screen. Adviser will set a workflow in LMS for the day after provision is due to start. 85. The majority of customer details will be transferred to the supplier without creating an action plan. Action plans are required if only part of a module is required or if the adviser has been unable to make telephone contact with the supplier. Where an action plan is appropriate, the details of the module(s) or sub components of modules will be noted on the customer’s LMS action plan in the action item (free text box). If the customer does not already have an action plan, the adviser will create one in LMS. 86. On receipt of the workflow the adviser will check LMS to see if the customer has started on the JCPSC. 87. For non vocational training types, the adviser will arrange a follow up appointment approximately 5 days after the proposed provision end date and issue LMS appointments letters to the customer detailing JCPSC provision arrangements and follow up appointment date and time.

Customer Starts Provision 88. When a customer starts provision, the Supplier inputs a start date in Provider Referrals and Payments System (PRaP).

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Customer fails to start Provision 89. If a customer fails to start provision, the Supplier inputs a Failed to Attend (FTA) date in PRaP. Notifications of FTA will be sent via Office Print Support Tool (OPRT) and the Adviser will be notified via an LMS workflow. 90. The adviser should decide on further action as per current guidance on FTA for the appropriate customer group.

Customer fails to complete Provision 91. If a customer fails to complete provision, the Supplier will input an end date and reason code in PRaP. The end notification will be printed from LMS and the adviser will be notified. 92. The adviser will interview the customer at the previously agreed post course interview to determine the appropriate follow up action. Consideration should be given to re-arranging this interview to an earlier date if appropriate. 93. The adviser should decide on further action as per current guidance for the appropriate customer group. 94. Where appropriate, when the customer fails to complete the provision, the adviser should ask the customer to complete an end to end feedback form. A blank copy of the form can be found at Annex 10.

Customer completes Provision 95. When a customer completes provision, the Supplier inputs an end date in PRaP. The Supplier will manually update the customer’s referral document (when required) and will include details of qualifications gained where appropriate. 96. The Supplier will then send the action plan to the Jobcentre Plus office by post. The adviser will then interview the customer (pre arranged interview) to determine next steps.

Adviser unable to contact Supplier 97. If the adviser is unable to contact a Supplier, they will continue to refer the customer to the JCPSC by selecting the LMS opportunity type on the LMS referral screen. The details of the module(s) or sub components of modules should be noted on the customer’s LMS action plan in the action item (free text box). The adviser should also annotate the action plan, action item (free text box) to inform the Supplier to contact the customer within two working days of receipt of the action plan. The adviser should note this in LMS conversations.

Supplier unable to contact customer 98. If Suppliers are unable to contact the customer they must contact the Jobcentre Plus office to notify this. The Jobcentre Plus office will then try to contact the customer.

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Length of stay on provision 99. Each customer referred to the JCPSC is expected to attend for the length of time that is specified by the adviser and appropriate to the module. However, it would be reasonable to expect a regular pattern of attendance for customers using the Job Search facilities within the Job Search Support Centre.

Transfers from other JCPSC Suppliers 100. If a customer transfers from one Jobcentre Plus District to another, and has previously attended JCPSC provision in a different area, the adviser at the new office will decide if a further referral to the JCPSC is appropriate.

Travel, Childcare and other costs

Supplier reimbursements 101. Suppliers will reimburse customers’ travel expenses and will be expected to provide any personal protective equipment required to protect against risks to health and safety (for example, hard hats, safety boots, gloves etc). 102. Suppliers will not be required to reimburse the following:

Childcare or Replacement Care costs.

103. Advisers should use this guidance: GBW – Work preparation support for lone parents, partners and carers; FSF – Payment of childcare and replacement care costs. Criminal Records Bureau Checks & The Safeguarding Act 2006; ISA (Independent Safeguarding Authority) registration (from October

2009); Allowance payments; Travel to interview for employment (FSF); Access to specialist equipment; SIA (Security Industry Authority Licence);

104. Advisers will use existing processes for all of the above.

Flexible Support Fund 105. Advisers will be responsible for determining what help a customer can have under the Flexible Support Fund (FSF) and whether any specialist equipment is required. This is at the discretion of the adviser following local District guidelines. Suppliers should not market this with customers referred to them and raise expectations unnecessarily.

Personal Protective Equipment (PPE) required to protect against risks to health and safety such as hard hats, safety boots, gloves for example, are paid for by the Provider.

Other clothing that is not required for personal protection but is seen by the adviser as necessary to help the customer’s move into employment, may be paid for by using the FSF.

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RRS Action Fund 106. RRS Teams and Advisers will be responsible for determining what help can be given to customers who are eligible for RRS funded support. This help can include childcare and other costs for customers attending Vocational Training (where this is not provided by the provider) which cannot be delivered as part of the Contract Package Area’s RRS Vocational Training (detailed in the District Provision Tool or equivalent). N.B: Travel costs are included in all JCPSC Modules, including RRS Vocational Training. 107. RRS Guidance can be found here.

JCPSC Allowance Payments

Action to take when the Adviser and the customer are notified of a confirmed start date for JCPSC: Allowance Payments Guide 108. During the pre training interview the adviser will;

Explain training allowance payments to the customer and advise them how much they will receive and how it will be paid;

Issue the booklet AT40JP or ND40 to the customer. Form AP2JP declaration must be signed by the customer to acknowledge receipt of the AT40JP prior to starting provision where a Jobcentre Plus allowance is payable;

Explain to the customer their responsibility for notifying any change of circumstances whilst participating in the JCPSC;

obtain a signature on the ES88XJP from the day after their last attendance to the day before the programme starts if the customer has transferred from JSA;

Advise the customer what action is required when the provision ends Send the ND2/AL1 to Allowance Payments (AP) team; Annotate the ND2/AL with the name and telephone number of actual

Supplier delivering the provision. This is to assist AP teams;

Note: As part of good practice, it is advised that customers should not start provision on their signing day if allowance payments are appropriate.

Action to take - The Allowance Payment (AP) team will:

File the ND2/AL1 in BF for processing in signing day/week order to ensure that customers are paid on time.

Telephone the Supplier where the customer’s start date is the same as their signing day.

Update benefit systems when the start confirmation has been received by telephone (for customers who start the JCPSC on their signing day) or from LMS client record, sub history and check if start date has been transferred from PRaP. Allowance payments are input for the expected duration of the course

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Check the LMS daily schedules for customers who have been confirmed as completed the JCPSC or have left for any other reason.

Pay the customer via LPS where appropriate, although this is done occasionally and only in emergencies Local Payment System.

Lone Parents and Carers 109. Where a lone parent, partner or carer is referred to the longer JCPSC modules (e.g. Launch Pad, Vocational training and Job Search Support Centre) which could last for up to 52 weeks, the Adviser should consider the impact of participation on the customer’s benefit particularly regarding mandatory referral to the Work Programme (ESA/JSA customers) and whether it would be appropriate for the customer to move to Allowance Payments for the duration of the provision. For further information see Work Preparation Support for lone parents, partners and carers & FSF.

Sensitive Cases 110. Sensitive Cases will be dealt with clerically (the Adviser will complete an SL2 and refer the customer to the JCPSC as per current referral guidance).

Reports 111. An end date notification report will be produced by LMS to notify Jobcentre Plus that JCPSC provision has ended.

MI 112. There will be two sources of Management Information. The first comes directly from PRaP and can be accessed by PRaP users only. The second comes from the PRaP/LMS data warehouse and can be accessed by Business Information System (BIS) licence holders. 113. The PRaP Project will produce guidance on these areas.

Quality/Performance and Contract Management 114. The DWP Quality Framework and Contract Management Framework (CMF) will be applied to the JCPSC to monitor the quality of Provision.

Annex 1

Realistic Jobs for Me Duration - 1 day (6 hours) 115. Customers are helped and encouraged to:

Review in a positive way their personal capability and capacity. This should embrace their physical and mental capability, their skills and experience capability, and their personal circumstances capacity in relation to work;

Assess own perceptions of work, identifying their own negative and positive feelings, fears/hope and attitudes;

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Explore and challenge their own and others negative attitudes and build on positive attitudes;

Develop tools and techniques for a more positive approach to their personal capability generally and in relation to work;

Consider the pros and cons of working and not working, including financial and non-financial benefits, social benefits and personal benefits. The contribution they can make to an employer, the community and as a role model for other family members;

Re-energise their focus on identifying potential job goals within their personal capability to begin to undertake more effective Job search.

Annex 2

Doing Effective Job Search Duration - half day (3 hours) 116. Customers are helped and encouraged to:

develop awareness of their capability in relation to work and employment; increase their ability to ‘sell’ themselves to employers. By assembling the

relevant personal evidence the customer will be able to explain their case to the employer in writing and face to face;

set realistic short term job goals linked to longer term aspirations or future career plans. Broaden the range of alternative job choices.

Annex 3

Finding and Getting Jobs

Duration – half day to two days depending on level of assistance required (3 to 12 hours)

117. Customers are helped and encouraged to: understand and be able to review their own personal evidence; understand the concept of labour market information (LMI) by becoming

aware of employers, types of industry; understand the importance of a CV, how a CV can help secure an

interview and how to tailor a CV to suit different jobs and employers; complete application forms (including completing applications on-line) to

show evidence of personal capability in the job role concerned; understand the importance of good presentation and accurate, quality

content in job applications; understand that successful job search involves analysing the vacancy by

matching their personal capabilities, experiences and skills against the requirements listed in the job advert/person specification;

learn telephone techniques to follow up job leads, advertised vacancies and make speculative calls, gaining confidence to use the telephone to talk to employers about their evidence for job-role suitability;

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understand that job interviews are predictable and can be planned for, preparing and practising answers for the questions most likely to be asked;

understand the importance of personal presentation and communication and of approaching an interview with a positive frame of mind;

cope with rejections, seek and make use of feedback, dealing with negative and positive comments and managing fear of rejection/failure;

All JCPSC customers accessing this module will have, where appropriate: an email account set up and know how to use it; training on searching and applying for suitable vacancies online;

and the creation and maintenance of electronic CVs.

Annex 4

Skills for Work Duration – half day to two days depending on the assistance required (required (3-12 hours) 118. Customers are helped and encouraged to:

prepare for the transition from home to work by considering existing commitments and how they will deal with these once they are in work and understand the importance of timekeeping, reliability and time management;

Undertake basic interpersonal and/or interactive skills training that an employer may require;

understand what makes a ‘good’ worker/supervisor/manager in terms of job requirements and personal characteristics and behaviours;

seek basic IT training from relevant Suppliers where needed; be aware of and signposted to the help available for debt counselling, drug

or alcohol dependency problems.

Annex 5

Job Search Support Centre

Duration – up to 6 weeks flexible, agreed access per customer, as required, i.e. drop-in facility available, timetabled attendance, etc

119. Customers should receive: free access to phones, stationery, stamps, word processors, photocopiers,

fax, email and the Internet where appropriate to jobsearch and employer research activities;

coaching support, advice on job search and sustaining long-term job seeking, including basic support on internet and word processing for CV and letter writing. Supervised and structured job search sessions;

group discussions with other customers to share knowledge and experiences;

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sector specific employer recruitment days and visits to employers to understand their recruitment processes;

organised visits to job fairs; JCPSC customers accessing the Job Search Support Centre will have,

where appropriate: an email account set up and knowledge of how to use it; training on searching and applying for suitable vacancies online;

and the creation and maintenance of electronic CV’s.

Annex 6

RRS Vocational Training 120. In order to access RRS Vocational Training, a Skills Transfer Analysis (or equivalent, such as the Integrated Employment Skills (IES) Service Action Plan) must have been completed by the individual, and approval for the training should have been made in line with the needs of the individual and the labour market. 121. However, when training requirements are clear, but there are time constraints (e.g. a job offer is in place), a formal STA may not be necessary. In such cases a brief business case supporting the request for vocational training will suffice. The business case should include the reason why an STA was not required and any supporting evidence, e.g. confirmation of the job start. 122. Your District Provision Tool or equivalent will inform you of the RRS vocational training available to individuals who are part of a RRS supported redundancy or job loss in your area. 123. Available types of training

The duration of courses will vary depending on the type of course being delivered. The expectation is that training will be short and job focused, aimed at helping RRS customers to acquire and/or update work-related skills to enable them to gain employment quickly following redundancy.

The schedule of RRS Vocational Training Courses available in each contract package area (CPA) represents both the most popular Low Value Procurement (LVP) requisitions historically, and any requests Districts have made for trend variations.

124. Appropriate and specific training will be given to provide the necessary skills, certification or accreditation to allow access to certain working environments and undertake work in particular occupational areas. 125. Training courses will be to recognised industry-specific bodies to provide nationally recognised accreditation/qualifications. RRS Vocational Training courses are available for novices or experienced customers (as a refresher). These courses may, or may not provide certification. 126. The following courses are an example:

ADR Licences Forklift very Narrow Aisle C&G 2382 – 10 (17th Edition) Electrical Wiring C&G 6129 Plumbing

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CCNSG Safety Passports Welding; Assessment, MIG, ASME, or ASME9 (IX) TIG Nebosh; General or Construction First Aid - at Work Autocad

127. This list is not exhaustive and availability of courses will vary in different contract package areas.

Annex 7

Vocational Training 128. Available types of training:

short certificated courses (up to 5 days or longer in exceptional circumstances), subject to Adviser Manager discretion;

training courses, up to a maximum duration of 52 weeks. Note However if a lone parent or carer is in receipt of either JSA or ESA consideration will need to be given of any impending or future mandatory referral to the Work Programme before agreeing to any approved activity, taking into account the remaining time available that should allow successful completion of the training activity. A mandatory referral to the Work Programme will take precedence and a deferral can only be made for a maximum of three months.

129. Appropriate and specific training will be given to provide the necessary certification or accreditation to allow access to certain working environments and undertake work in particular occupational areas. Training courses will be to recognised industry-specific bodies to provide nationally recognised accreditation/qualifications. 130. The following short certificated courses are an example:

Security Industry Authority (SIA) Certificate; Construction Skills Certification Scheme (CSCS) cards; Health & Safety certificates; Manual Handling certificate; Basic Food Hygiene certificate; 17th Edition BS7671 electrical wiring regulations update.

131. Sector-specific training may be available as and when required, in the following occupational areas:

Construction skills; Logistics and Transport; Business Admin (e.g. SAGE/accounts/book keeping); IT (for example, ECDL, CLAIT); Health and Care (e.g. teaching/classroom assistant training, care home

assistants); Hospitality and Tourism; Retail and Customer Service (for example, call centre training).

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132. This list is not exhaustive and is for indicative purposes only. The training can be up to a maximum of 52 weeks, with an expectation that the majority of training would be up to 26 weeks with a maximum of 16 hours per week. The full list of vocational courses available can be found in Annex 12. NOTE: Advisers should make themselves aware of the Vocational Training Courses available in their area. This can be found in the District Provision Tool (DPT) or equivalent.

Annex 8

Launch Pad

Modules 1 to 6 – a maximum of four weeks of part time provision.

Content: Building the belief in personal capacity to work. For example:

Confidence building in relation to work and working and managing personal circumstances which makes working difficult;

In work benefits calculations; Team building and communication skills.

Managing personal circumstances. For example: Managing personal health; Budget issues and debt management; Child care options; Travel; Anger/stress management—signposting to other agencies; Identifying training needs.

Doing Effective Job Search: Personal capability in relation to work – skills, experience, capability

and capacity – as an evidence base of capability to employers; Personal presentation; Consideration of employment options and possibilities given evidence

base of personal capability and job/training goals; Managing work and home expectations.

Engagement with Employers: Employers to attend support provision; Organised employer visits to their premises; Knowledge of the work environment; Preparation for work placements; Employer expectations; Personal expectations; Work ethics; Visits to employers; Visits to childcare provision for example, nurseries, childminders.

Finding and Getting Jobs: Analysing vacancies; Job search skills and understanding local labour market; CVs and application forms including on-line applications;

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Interview skills; IT for job search; Resources.

Next Steps. Signposting. Exit Strategy. Identify training needs for Action Plan.

Module 7 - Work placements – 4 weeks

Content A four week work placement with an employer (maximum of 16 hours per

week), allowing the participant to experience their career choice with the potential of a job guarantee at the end of the placement.

Annex 9

Keeping the Job - Mentoring Module 133. Pre Employment Support Will Provide:

A one-to-one mentoring relationship up to a maximum of 6 months pre employment. Support will vary based on individual needs.

The assistance necessary to effectively address the needs of customers who have difficulty finding and keeping a job and who are at a disadvantage in the labour market.

A Specialist Support Worker who will develop an appropriate package of help and support to enable the participant to move towards their employment goals and will utilise existing training provision and specialist services available in the locality.

Support to overcome domestic issues which may otherwise lead to the participant leaving provision. Signposting to the most suitable way forward to facilitate moving closer to the labour market. Support to manage the transition from benefits to employment prior to starting work and awareness of in work benefits/credits.

Flexible delivery including part time/term time from a variety of locations, to suit participants’ needs, preferably in local communities including support for the specific needs of customers in rural areas.

134. Post Employment Support Will Provide:

Initial support for participants entering work to sustain employment through mentoring, signposting and advocating. Support with the ongoing issues arising around managing the transition from benefits to employment.

Support in the first weeks in work, offered in conjunction with current Jobcentre Plus in work support initiatives. Working with the employer to address any initial employment related training needs.

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Support where there are set backs and domestic emergencies that arise whilst in employment. Support to manage personal issues that may arise through taking up employment.

A maximum of 6 months post employment with a minimum of fortnightly interventions/contacts. Support will vary based on individual needs.

*RRS customers are able to access existing JSA Job Search Modules during their period of notice and for 13 weeks following redundancy, and staff should seek to fill these modules first. It may also be appropriate to provide Jobsearch support to individuals under threat of redundancy where it is deemed likely that redundancies will be made and due to timescales or volumes support may not be able to be delivered prior to redundancy. This is where providing support early will significantly improve the individual’s chance of finding another job without the need to claim benefit. 135. Where places are not available on JSA job search modules or bespoke/bulk delivery is required, click here for further guidance, or contact your local RRS Team.

Annex 10

Customer Feedback Form Customer Questionnaire

Annex 11

Additional information for City Strategy Areas 136. There are 3 JCPSC contract package areas where sub-regional partnerships are investing additional funding to buy extra provision and there is no reference to this in the Adviser Guidance. 137. In the Greater Manchester contract and the Nottinghamshire contract this funding is buying extra capacity on Improving Job search modules and although this does not change any of the guidance for advisers, I suggest that Advisers are made aware that there is additional capacity for them to utilise. 138. In the Cheshire Warrington Merseyside contract there is an additional ‘early entry’ category. 139. JSA customers will be eligible for early entry if they live in designated neighbourhoods within the Liverpool City Region. 140. Local guidance will be provided for advisers in the form of a list of post codes which define the neighbourhoods and which will assist Advisers in identifying customers, but I suggest that this Adviser Guidance should at least acknowledge that there is another early entry criteria for this particular contract to alert Advisers and then cross reference them to local guidance.

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Annex 12

Vocational Training Courses Accounting Accounts NVQ/SVQ Level 2 Accounts NVQ/SVQ Level 3 Book-keeping IAB Cert Level 2 Book-keeping SAGE Level 1 Book-keeping SAGE Level 2 SAGE AAT Cert NVQ/SVQ Level 2 Administration Business Administration NVQ/SVQ Level 1 Business Administration NVQ/SVQ/C&G Level 2 Business Administration NVQ/SVQ Level 3 Legal Secretary Diploma/C&G Level 1 & 2 Medical Secretary Diploma/C&G Level 1&2 Payroll IAB/SAGE Cert Payroll NVQ/SVQ Level 3 Touch Typing Beauty Beauty Therapy NVQ/SVQ Level 2 Beauty Therapy NVQ/SVQ Level 3 Beauty/Nail Technician C&G Level 1 Hairdressing NVQ/SVQ Level 1 Hairdressing NVQ/SVQ Level 2 Nail Technical ANT or BABTAC Catering Bar Person BIIAB Catering NVQ/SVQ Level 2 Food & Drink Service NVQ/SVQ Level 2 Food Hygiene Cert/REHIS Elementary/NVQ/SVQ Level 2 Food Preparation & Cooking NVQ/SVQ Hospitality & Tourism NVQ/SVQ Level 2 Housekeeping NVQ/SVQ Level 2 Reception NVQ/SVQ Level 2 Childcare Childcare & Education Cert Council for Awards in Childcare Childcare/Nursery Assistant Childcare Early Years Care NVQ/SVQ Level 2 Childcare Introductory Cert in Vocational Studies Childcare Learning & Development NVQ/SVQ Level 2 Childcare NVQ/SVQ Level 2 Childcare NVQ/SVQ Level 3 Playworker NVQ/SVQ Level 2 Construction Electrical Inspection C&G 2391-10

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Electrical Installation C&G Level 2 Gas ACS/CCNI General Construction Skills NVQ/SVQ Level 3 Painter/Decorator Plant Operators Licence Plastering/Brickwork Plumbing C&G Level 2 Tree Surgeon Driving Driving Instructor DSA Forklift Licence LGV C and C&E Licence LGV Level 1 LGV/PCV - Bus Driver PCV/PSV Licence Taxi Driving First Aid Emergency First Aid for Appointed Persons Cert Health & Safety H&S NVQ/SVQ Level 2 Health & Social Care Care Values & Principles for Quality Caring Health & Social Care C&G Health & Social Care NVQ/SVQ Level 1 Health & Social Care NVQ/SVQ Level 2 Health & Social Care NVQ/SVQ Level 3 Health Care Assistant NVQ/SVQ Level 2 Health Care Assistant NVQ/SVQ Level 3 Introduction to Care Working with the Elderly NVQ/SVQ Level 2 IT CLAIT NVQ/SVQ Level 1 CLAIT NVQ/SVQ Level 2 CLAIT NVQ/SVQ Level 3 European Computer Driving Licence Part 1&2 Web Design C&G QCF Level 2 Management Management NVQ/SVQ Level 3 Managing Call Handling NVQ/SVQ Level 3 Personnel Management NVQ/SVQ Level 3 Quality Management in Manufacturing NVQ/SVQ Level 3 Manual Handling Manual Handling Nursing Nursing Auxiliary NVQ/SVQ Level 1&2 Return to Nursing Cert of HE in Health Studies

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Retail & Customer Service Call Centre/Contact Centre Operations - Travel Services NVQ/SVQ Level 3 Call Centre/Contact Centre Operations NVQ/SVQ Level 1 & 2 Cash Handling NVQ/SVQ Level 2 Customer Service & Retail Skills NVQ/SVQ Level 1/Skillsmart Cert Customer Service & Retail Skills NVQ/SVQ/C&G Level 2 Distribution & Warehousing Operations NVQ/SVQ Level 2 Sales C&G Level 2 Security Security Industry Authority Cert Sport & Recreation Fitness Instructor Sport Recreation Activity Leadership NVQ/SVQ Level 3 Teaching Classroom Assistant NVQ/SVQ Level 2 Classroom Assistant NVQ/SVQ Level 3 ESOL Teacher Teaching Assistant NVQ/SVQ Level 2 Teaching Assistant NVQ/SVQ Level 3 Vehicle Repair Vehicle Maintenance & Repair NVQ/SVQ Level 3 NOTE: Advisers should make themselves aware of the Vocational Training Courses available in their area. This can be found in the District Provision Tool (DPT) or equivalent.

SECTION ONE

Annex 13

Learning and Development Awareness

Introduction

141. This product provides general L & D awareness to support Jobcentre Plus staff with the delivery of the Jobcentre Plus Support Contract (JCPSC). 142. The following sections are of particular interest to the following Job Roles; 143. Jobcentre Plus Staff – The referral processes. 144. Third Party Provision Managers and District Managers – The Contract Management Key Points.

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Referring the Right Customer to the Right Product

145. The primary consideration for all advisers is to select the most suitable provision based on the customer’s needs. See Annex 16, Referring the Right Customer to the Right Product for more information.

Eligibility Groups

Getting Ready for Working Modules;

Work focused support for lone parents, partners and carers

RRS Vocational Training Module

146. RRS customers only

Improving Jobsearch Modules;

JSA customers who are not required to attend a mandatory programme; Lone parents, partners and carers; RRS customers

Early Entry customers.

Out of Scope

Customers with Basic Skills, ESOL, Drug or Alcohol related needs or customers with considerable motivation or confidence issues.

Those customers likely to find a job through their own efforts and/or with support from their Jobcentre Plus Personal Adviser alone.

These customers can access specialist support/provision, for example, ESF.

Elements of the JCPSC

The Improving Job Search Modules aimed primarily at JSA customers (but open to all the contracts customers) with moderate support needs to become active in effective job search.

The Getting Ready for Working Modules aimed primarily at lone parents, partners and carers with more substantial support needs to become active in effective job search.

JCPSC Key Points

147. Meet the requirements of all eligible customers. Flexible enough to support individual customer requirements for example,

Part time provision which meets the requirements of customers with caring responsibilities, such as primary school aged children.

For lone parents, partners and carers, it is expected that the modules may need to be delivered over a period of more than one day to take account of their parental/caring responsibilities.

For RRS customers, eligibility is whilst under notice of redundancy and for 13 weeks following redundancy. The modules may need to be delivered on employer premises. Individuals under threat of redundancy may also access Jobsearch support through the support contract module. This may be appropriate where it is deemed likely that redundancies will be made and due to timescales or volumes support may not be able to be delivered

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prior to redundancy, and, where providing support early will significantly improve the individual’s chance of finding another job without the need to claim benefit.

For newly unemployed customers, the modules will need to be tailored as specifically outlined.

Optimum number of attendees for ‘Improving Job Search’ and ‘Launch Pad’ module is 12. However, a course may have up to, but not exceeding, 15 attendees on it. In order to achieve 12 to 15 starts per module, the district should use its experience to assess how many customers should be referred in order to reach the agreed number. Vocational training, RRS job-focussed training and pre and post employment support provision is based upon individual requirements, so there is no specified optimum number.

Vocational training, RRS Vocational Training and pre and post employment support provision is based upon individual requirements, so there is no specified optimum number.

All customers may require a pre-provision interview. These are more likely to be parents, partners or carers accessing the Getting Ready For Working modules but could be any of the eligible customers accessing any of the provision. The Jobcentre Plus Personal Adviser or RRS Team will telephone the Prime Supplier on the dedicated booking service number to book the next available or convenient appointment for a pre-provision interview.

Contract Management Key Points

Suppliers are required to ensure their processes and systems integrate with PRaP.

For PRaP, start and/or end dates need to be input within 1 working day of the customer starting or leaving provision.

Where Action Plan updates are appropriate, these should be received by the Personal Adviser within 3 working days of a customer completing a module.

The service delivery model includes a telephone appointment booking system for Personal Advisers to contact Suppliers to book customers onto modules or arrange appointments. The minimum delivery standard is for Personal Advisers to be able to get through first time in at least 80% of instances.

Improving Job Search Modules and “Launch Pad” – where referrals are made to these elements of the provision there should be adequate capacity in place to ensure at least 70% of referrals start on the provision within 7 days and that all referrals start on the provision within 14 days.

Keeping The Job and Vocational Training - where referrals are made to these elements of the provision there should be adequate capacity in place to ensure at least 70% of referrals have an initial appointment with the Supplier within 7 days of referral and all referrals are seen by the Supplier within 14 days.

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RRS Vocational Training - Once the referral is received from Jobcentre Plus, the Supplier will contact the customer to arrange the training within 72 hours.

A proposed start date for training must be agreed with Jobcentre Plus within 7 days of the referral.

It is expected that training will start within 21 days of the referral. If a supplier is unable to deliver within 21 days they may, under exceptional circumstances, agree an alternative start date with JOBCENTRE PLUS. If a reasonable start date cannot be agreed, Jobcentre Plus retain the right to make alternative arrangements.

Training should be delivered at a location within reasonable daily travelling distance for the customer. If training is not available locally the supplier should discuss alternative training locations with JOBCENTRE PLUS. If a reasonable location cannot be agreed, Jobcentre Plus retain the right to make alternative arrangements.

RRS bespoke jobsearch modules, skills transfer analysis and RRS Vocational Training must be invoiced through Prap separately.

Feedback from customers on quality of provision to gauge the Customer Experience is obtained from the End to End Customer Feedback form completed by the customer, on the supplier's premises at the end of each module.

The number of modules actually delivered by the supplier must be monitored against the programme of modules agreed with the supplier.

The detailed processes for how districts work with Contract Managers is currently being developed.

Section Four

Eligibility

RRS customers are able to access existing JSA Job Search Modules during their period of notice and for 13 weeks following redundancy, and staff should seek to fill these modules first. It may also be appropriate to provide Jobsearch support to individuals under threat of redundancy where it is deemed likely that redundancies will be made and due to timescales or volumes support may not be able to be delivered prior to redundancy. This is where providing support early will significantly improve the individual’s chance of finding another job without the need to claim benefit. 148. Where places are not available on JSA job search modules or bespoke/bulk delivery is required, click here for further guidance, or contact your local RRS Team.

Referral to Improving Job Search Modules – No Pre-Provision Interview Required

Eligible customer is identified by PA along with suitable modules. Pre-course assessment carried out.

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PA telephones Supplier to make appointment for module or components selected.

PA refers customer to module(s) using LMS opportunity type detailing modules or sub components on action item free text box on Action Plan (The majority of customer details will be transferred to the supplier without creating an action plan. Action plans are required if only part of a module is required or if the adviser has been unable to make telephone contact with the supplier).

If an RRS customer requires a Skills Transfer Analysis as an add-on to the JSA Doing Effective Jobsearch module, Advisers should make a referral to two separate LMS Opportunities:

Standard JSA LMS Opportunity (for the Doing Effective Jobsearch module)

Rapid Response Service LMS Opportunity (Annotating the referral ‘RRS STA Required link to JSA referral invoice separately’)

LMS transfers information to PRaP which forwards referral & Action Plan data extracts to lead Supplier.

PA books follow up appointment allowing sufficient time for customer to consolidate learning.

Customer starts provision.

RRS Referral process for bespoke or bulk delivery of jobsearch modules 149. An alternative referral process exists where places on JSA Improving Job Search Modules are not available through the existing JCPSC route, or bespoke/bulk delivery of RRS specific modules is required (for example, on the employers premises).

Referral to Improving Job Search Modules – Pre-Provision Interview Required

Eligible customer is identified by PA along with suitable modules. Pre-course assessment carried out. PA telephones Supplier to make pre-provision appointment. PA refers customer to module(s) using LMS opportunity type detailing

modules or sub components on action item free text box on Action Plan (The majority of customer details will be transferred to the supplier without creating an action plan. Action plans are required if only part of a module is required or if the adviser has been unable to make telephone contact with the supplier).

If an RRS customer requires a Skills Transfer Analysis as an add-on to the JSA Doing Effective Jobsearch module, Advisers should make a referral to two separate LMS Opportunities:

Standard JSA LMS Opportunity (for the Doing Effective Jobsearch module)

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Rapid Response Service LMS Opportunity (Annotating the referral ‘RRS STA Required link to JSA referral invoice separately’)

PA books follow up appointment allowing sufficient time for customer to consolidate learning.

PA issues appointment letters for pre-provision interview & follow up appointment.

LMS transfers information to PRaP which forwards referral & Action Plan data extracts to lead Supplier.

Customer & Supplier meet to discuss provision & times of attendance if customer has caring responsibilities.

Customer starts provision.

Referral to RRS Vocational Training Module

(Where the Skills Transfer Analysis was conducted by the Provider delivering the RRS Vocational Training)

Eligible customer is identified by PA or RRS Team. Pre-course assessment carried out. PA or RRS Team telephones Provider to make appointment. PA or RRS Team refer customer to the Rapid Response Service LMS

Opportunity. The LMS Referral must include an Action Plan annotated with an RRS

Header. They must annotate the “other information” section of the Action Plan as an RRS Customer, identifying their specific needs. The detail should include the name of the course, the timescales of the training and any previous experience or qualifications the customer has.

LMS transfers information to PRaP which forwards referral & Action Plan data extracts to lead Supplier.

PA arranges training allowance, childcare or carer payments & training premium if required. N.B Training allowance is not payable unless an RRS customer is claiming a Jobcentre Plus benefit, including credits only.

Travel costs will be paid for by the provider. Customer starts provision.

N.B. The LMS Opportunity: RRS funded Job Focused Training should only be used for LVP vocational training

Referral to RRS Vocational Training Module

(Where the Skills Transfer Analysis was not conducted by the Provider delivering the RRS Vocational Training)

Eligible customer identified PA telephones provider to make pre-provision interview. PA or RRS Team refer customer to the Rapid Response Service LMS

Opportunity. The LMS Referral must include an Action Plan annotated with an RRS

Header. They must annotate the “other information” section of the Action Plan as an RRS Customer, identifying their specific needs. The detail

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should include the name of the course, the timescales of the training and any previous experience or qualifications the customer has.

PA or RRS Team issue appointment letters for pre-provision interview. LMS transfers information to PRaP which forwards referral & Action Plan

data extracts to lead Provider. Customer & Supplier meet to discuss provision & times of attendance if

customer has caring responsibilities. PA arranges training allowance, childcare or carer payments & training

premium if required. N.B. Training allowance is not payable unless an RRS customer is claiming a Jobcentre Plus benefit, including credits only.

Travel costs will be paid for by the provider. Customer starts provision.

N.B. The LMS Opportunity: RRS funded Job Focused Training should only be used for LVP vocational training

Adviser Unable to Contact Supplier

Referral to Getting Ready for Working Modules – No Pre-Provision Interview Required

Eligible customer is identified by PA along with suitable modules. Pre-course assessment carried out. PA telephones Supplier to make appointment for module or components

selected. PA refers customer to module(s) using LMS opportunity type detailing

modules or sub components on action item free text box on Action Plan (The majority of customer details will be transferred to the supplier without creating an action plan. Action plans are required if only part of a module is required or if the adviser has been unable to make telephone contact with the supplier).

LMS transfers information to PRaP which forwards referral & Action Plan data extracts to lead Supplier.

PA arranges training allowance, childcare or carer payments & training premium if required.

PA arranges interview at a minimum of every 8 weeks whilst provision in place.

Customer starts provision.

Referral to Getting Ready for Working Modules – Pre-Provision Interview Required

Eligible customer is identified by PA along with suitable modules. Pre-course assessment carried out. PA telephones Supplier to make pre-provision appointment. PA refers customer to module(s) using LMS opportunity type detailing

modules or sub components on action item free text box on Action Plan (the majority of customer details will be transferred to the supplier without creating an action plan. Action plans are required if only part of a module

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is required or if the adviser has been unable to make telephone contact with the supplier).

PA issues appointment letters for pre-provision interview & follow up appointment.

LMS transfers information to PRaP which forwards referral & Action Plan data extracts to lead Supplier.

Customer & Supplier meet to discuss provision & times of attendance if customer has caring responsibilities.

PA arranges training allowance, childcare or carer payments & training premium if required.

PA arranges interview at a minimum of every 8 weeks whilst provision in place.

Customer starts provision.

Annex 14

Process Map Part 1 - varying the number or type of JCPSC modules Note - If a change for the number or type of modules is required then the DM will notify the PMD CM in all instances.

If the provider identifies that the modules are

being under/over referred they will notify the District

and CM.

If a change in the number or type of modules is required and JCP requires the Provider to make

changes the sponsored DM will notify PMD CM.

The CM will discuss the issue with the sponsoring DM within the CPA to agree how they wish to address this change.

(i.e. offset, contract variation etc.)

The sponsoring DM will agree with other DMs in the CPA the desired approach and requirement(s) and communicate these to the CM via the CMF stencil.

DM(s) decide they wish to alter range/number of modules delivered. Follow process 2 (below) for variations change

Note: If a change of module is needed that cannot be absorbed

through offsetting/changing

modules, then it may be possible for the CM to

negotiate a new price that is agreeable to the Budget Holder and Provider and

vary the contract accordingly.

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Process Map part 2 – submitting the business case for variation

Business Case developed by sponsoring DM and sent to Policy and budget holder for approval

CM receives authorisation, record reasons and retain documentation

DMs informed of the reasons for non-approval and records decision for audit purposes

Standard variation completed and signed by CM, with notification to all relevant stakeholders

CM notified by Policy and Sponsoring DM

POST Team to update PRaP for the new Service fee tariff

Approved by budget/policy holder

Not approved

Annex 15

Referring the Right Customer to the Right Product 150. The primary consideration for all advisers is to select the most suitable provision based on the customer’s needs and consideration of any mandatory referral to the Work Programme where required. 151. The adviser must decide on the most appropriate routeway for each customer as part of the action planning process, that is, after discussion with the customer about their job goals, the skills and/or qualifications required to reach their job goal, the local labour market and their individual circumstances including any forthcoming mandatory referral to the Work Programme. 152. Advisers must be aware of the value for money aspects of using the support contract. If the modules are under subscribed, the Jobcentre Plus Support Contract (JCPSC) providers will still deliver them and they will still be paid the full service fee. The District Provision Tool (or local equivalent) enables the right provision choice to be made based on customer’s needs. 153. In making a decision on the most appropriate provision, the identified needs of the customer are paramount.

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Lone parent, partner and carer customers

154. The JCPSC is part of a range of provision available for Jobcentre Plus customers. 155. The adviser must decide on the most appropriate routeway for each customer as part of the action planning process, i.e. after discussion with the customer about their job goals, the skills/qualifications required to reach their job goal, the local labour market and their individual circumstances including any forthcoming mandatory referral to the Work Programme.. 156. In the first instance advisers must always consider the JCPSC Provision or local bespoke contracts. The reasons for this are:

The JCPSC has been designed to meet the needs of its customers, programme requirements and contribute towards local performance.

The JCPSC ‘Getting Ready for Work’ modules have been specifically designed to meet the flexible needs of lone parent, partner and carer customers with caring responsibilities.

Jobcentre Plus can manage the content, referral processes and volumes of its local contracts.

Contracted provision and the JCPSC modules must be fully subscribed to provide value for money for Districts.

157. Where Jobcentre Plus contracted provision is not available or unsuitable, the adviser should work with their District Third Party Provision Manager (TPPM) to address issues with existing contracted provision or vary an existing contract. 158. Advisers should also consider referral to other provision including:

SFA, Training for Work (TfW)/Work Based Learning (WBL) – Skill Build provision made available through the Scottish and Welsh devolved administrations;

Non-contracted provision, that is, provision which is delivered and funded through external partners and is made available to Jobcentre Plus customers through national framework agreements and local Service Level Agreements with externally funded partners;

European Social Fund Provision. Note: Advisers must refer to the relevant guidance regarding eligibility and referral processes. 159. There may be occasions where suitable provision is not available through existing Jobcentre Plus contracted provision, WBLA/TfW opportunities or the non-contracted routeway. For example, the training is specialised or new to the local area. In these circumstances, as a last resort, the purchase of provision through a one off contract, through the Low Value Procurement or Single Tender routeways, may be considered.

Advisers must access their District Provision Tool (or local equivalent) and liaise with the District Third Party Provision Manager (TPPM) to ensure that they are aware of the contracted and non contracted provision available within their District.

160. In addition advisers must work with their TPPM to ensure that: District provision meets the needs of customers, for example, flexibility in

attendance for customers with caring responsibilities, and is responsive to

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local labour market needs, that is, provision contributes towards District performance.

Their feedback on the effectiveness of provision, particular types of training and individual providers in moving carers towards the labour market is recorded.

Any issues with training providers or contracts for example, contract/SLA non-compliance can be identified and addressed.

Rapid Response Service Customers

161. The aim of the Rapid Response Service (RRS) is to support individuals facing redundancy or customers who have recently been made redundant. Eligibility for RRS will be designated by the District Manager in line with current RRS Guidance and support may be provided by the JCPSC provider. 162. In all cases the following hierarchy model must be used to source provision:

Partners: for example LSC, Nextstep and the equivalent devolved administration provisions.

JCPSC. The contract will be used as the vehicle for the provider to deliver existing and bespoke jobsearch modules, the Skills Transfer Analysis (STA) and RRS Vocational training; the provider will invoice separately for this provision, which will be funded from the RRS element of the JCPSC budget and will not affect regional JCPSC budgets.

DWP Prime Contracts. European Social Fund, Working Neighbourhoods Fund or City Strategy provisions.

Low Value Procurement (LVP). 163. RRS customers requiring job search support should be referred to existing JSA modules in the first instance to maximise the use of these modules. 164. Skills Transfer Analysis’, bespoke and bulk job search support and RRS Vocational Training should be referred through JCPSC using the Rapid Response Service LMS Opportunity.

All other JCPSC Eligible Customers

165. In the first instance, advisers should determine if the identified suitable provision for the customer is available via non contracted provision opportunities. For example:

England: provisions funded by the SFA; Scotland: provisions funded by Skills Development Scotland, for example,

TfW; Wales: Skillbuild; Opportunities provided by other partners, for example, City Strategy, WNF,

DAF, ESF; 166. If the identified provision is not available via non-contracted provision opportunities, then advisers must consider whether it is available through DWP contracted provisions, in this order:

England: DWP ESF opportunities where there is an under spend and the customer fits the eligibility criteria;

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JCPSC; Other prime contracts where early entry criteria applies; Low Value Provision as a last resort, when no comparable provision is

available through contracted or non-contracted provision.