Title
Contents
Acknowledgements 8
The Authors 9
Glossary and abbreviations 10
Summary 12
1. Introduction and background 20
1.1 Policy and research context 20
1.1.1 The Provider-led Pathways programme 20
1.1.2 About phase 2 of the programme 21
1.1.3 Provider-led Pathways contract design and management 22
1.1.4 The Provider-led Pathways process 22
1.1.5 Employment and Support Allowance 23
1.1.6 The study context 23
1.2 Research aims 24
1.3 Research design and methods 26
1.3.1 Sample 26
1.3.2 Data collection 28
1.3.3 Analysis 28
1.4 An overview of the structure of the report 29
2. The experiences and views of Jobcentre Plus advisers and TPPMs 30
2.1 Programme design 30
2.1.1 Reflections on programme and contract design 30
2.1.2 The role of Jobcentre Plus advisers 32
2.2 Contract management 33
2.2.1 TPPMs' working relationships 33
2.2.2 Jobcentre Plus staff views of provider delivery 35
2.2.3 Jobcentre Plus staff views of provider performance 38
2.3 The work-focused interview at Jobcentre Plus and the referral process 40
2.3.1 Overview of the Jobcentre Plus WFI 40
2.3.2 Explanation of provider and provider choice 41
2.3.3 Referral rates and making referrals 42
2.3.4 Transferring information 43
2.3.5 Post-referral contact with providers and customers 45
2.4 Summary 46
3. Experiences and views of provider advisers and managers 50
3.1 Handover from Jobcentre Plus to provider 50
3.1.1 Volume of referrals 50
3.1.2 Appropriateness of referrals 51
3.1.3 Deferrals 51
3.1.4 Perceptions of Jobcentre Plus advisers' explanation of 'provider' 52
3.1.5 Transferring information 53
3.1.6 Working relationships between provider advisers and Jobcentre Plus advisers 54
3.2 Provider delivery 55
3.2.1 Models of delivery 55
3.2.2 Staff recruitment, retention and development 55
3.2.3 Conducting WFIs 58
3.2.4 Failure to attend and sanctioning 59
3.2.5 Provision of customer interventions 60
3.2.6 Working relationships 61
3.3 Provider performance 63
3.3.1 Customer feedback 63
3.3.2 Views about performance 63
3.3.3 Suggested improvements 65
3.4 Summary 66
4. The experiences and views of Provider-led Pathways customers 68
4.1 Customers' orientation towards work 68
4.2 The WFI at Jobcentre Plus 70
4.2.1 Awareness and understanding of the programme 70
4.2.2 Information received about the provider 70
4.2.3 Experiences and views of provider choice 71
4.2.4 Views about the Jobcentre Plus WFI 72
4.3 The referral process 73
4.3.1 Understanding of the provider role 74
4.3.2 Making an appointment with the provider 75
4.4 Experiences of the provider 77
4.4.1 The first WFI 77
4.4.2 Subsequent WFIs at the provider 78
4.4.3 Failure to attend and sanctions 79
4.4.4 Views about provider premises 80
4.4.5 Experiences of provider support 81
4.5 Experiences of ongoing contact with Jobcentre Plus 83
4.6 Customer reflections 84
4.6.1 Customers' current circumstances 84
4.6.2 Views about the need for ongoing support 85
4.7 Summary 86
5. Discussion 88
5.1 Division of roles and responsibilities 88
5.2 The exchange of information and administrative processes 90
5.3 Provision of Customer Choice 91
5.4 Failure to attend and sanctions 92
5.5 Provider staff knowledge and skills 93
5.6 Meeting customers' needs for support 93
5.7 Tensions between job outcomes and providing appropriate support 94
5.8 Concluding comments 94
Appendix A. Technical appendix 96
Research design and methods 96
Sampling and recruitment 96
Data collection 101
Analysis 102
Appendix B. Customer opt-out letter 104
Appendix C. Customer screening questionnaire 106
Appendix D. Confirmation letter 112
Appendix E. Letter from DWP to Jobcentre Plus and provider leads 114
Appendix F. Letters to Jobcentre Plus lead contact and provider managers 118
Appendix G. Leaflets for provider and Jobcentre Plus staff 122
Appendix H. Customer topic guide 126
Appendix I. TPPM topic guide 136
Appendix J. Jobcentre Plus adviser topic guide 142
Appendix K. Provider manager topic guide 150
Appendix L. Provider adviser topic guide 158
References 168
Table 1.1 Achieved customer sample 27
Table 1.2 Achieved Jobcentre Plus and provider staff sample 28
Table A.1 Recruitment outcomes - first customer sample 98
Table A.2 Achieved customer sample 99
Table A.3 Achieved customer sample by district 100
Table A.4 Achieved Jobcentre Plus and provider staff sample 100
Figure 4.1 Classification of customers based on their orientation towards work 69
Figure 4.2 Customers' experience of the referral process 76