Title
Contents
Acknowledgements 7
The Authors 8
Abbreviations 9
Summary 10
1. Introduction 15
2. Methodology 17
2.1 Introduction 17
2.2 Research objectives 17
2.3 Methodology 18
2.3.1 Initial district visit 18
2.3.2 Observation of group sessions 18
2.3.3 Evaluation forms 18
2.3.4 Telephone interviews with customers who attended group sessions 19
2.3.5 Telephone interviews with customers who did not attend the group sessions 19
2.3.6 Follow-up district visit 19
3. Organisation of group sessions 20
3.1 Introduction 20
3.2 Resource 21
3.2.1 Central coordination role 21
3.2.2 Staff resource 21
3.3 Choice of venue 22
3.3.1 Customer response to the venues 23
3.3.2 What type of venue is better? 24
3.4 Staff training and preparation 25
3.4.1 Use of technology 26
3.5 Inviting jobseekers 28
3.5.1 Housekeeping the data 28
3.5.2 Invitation letters 29
3.5.3 Reminder telephone calls and letters 30
3.5.4 Customer response to invitation 30
3.5.5 Cancellation of group sessions 30
3.6 Timing of the group session 31
3.7 Conclusion 31
4. Delivery of group sessions 33
4.1 Introduction 33
4.2 Attendance 33
4.3 Why customers did not attend the group session 34
4.4 The presentation 35
4.4.1 Content of the presentation 35
4.4.2 Customer response to the delivery of the presentation 38
4.4.3 Improvements to content of the group session 39
4.4.4 Delivery of the presentation 40
4.4.5 Improvements to delivery of group session 41
4.5 Information, Advice and Guidance providers 41
4.5.1 Customer response to the IAG provider 42
4.6 Other issues 44
4.6.1 Language 44
4.6.2 Basic skills 44
4.6.3 Children 44
4.7 What makes a successful group session? 44
4.8 Follow-up 45
4.9 Conclusion 45
5. Effect of group sessions on customers 46
5.1 Introduction 46
5.2 Understanding of the key messages of the group sessions 46
5.2.1 Key areas of learning 46
5.2.2 Customers' understanding of the key messages 47
5.3 Impact of the group sessions - influences on jobsearch behaviour 51
5.4 Conclusion 53
6. Conclusions and recommendations 55
6.1 Introduction 55
6.2 Organisation of the group sessions 55
6.2.1 Resource 55
6.2.2 Choice of venue 56
6.2.3 Staff training 56
6.2.4 Inviting customers 57
6.2.5 Recommendations for organising group sessions 57
6.3 Delivery of group sessions 58
6.3.1 Attendance 58
6.3.2 Content of the presentation 58
6.3.3 Delivery of the presentation 60
6.3.4 IAG provider 60
6.3.5 Recommendations for delivering group sessions 60
6.4 Effect of the group sessions on customers 61
6.4.1 Effectiveness of a group session 62
6.5 Overall conclusion 62
Appendix A. Diary Administrative Support Officer checklist 63
Appendix B. Adviser Service Manager checklist 65
Appendix C. Follow-up visit staff topic guides 66
Appendix D. Group session observation template 77
Appendix E. Customer telephone interview topic guides 81
Appendix F. Evaluation form 88
Table 5.1 Responses to evidence statement on evaluation form 48
Table 5.2 Responses to when to look for work statement on the evaluation form 48
Table 5.3 Responses to evidence statement on evaluation form 49
Table 5.4 Responses to evidence statement on evaluation form 49
Table 5.5 Responses to evidence statement on evaluation form 49