Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what assessment he has made of the potential impact on (a) quality of service for Work Coach clients, (b) equalities, (c) training costs, and (d) future quality of service for Work Coach clients of (ii) rising unemployment and (b) staff in her Department who were hired on fixed term contracts as a result of covid-19 pandemic-related increases in social security claim rates are not transferred onto permanent contracts.

The department monitors and manages its workforce planning by regularly reviewing and monitoring the supply of resources against demand for all portfolios of service delivery and the service provided by Work Coaches is measured by understanding caseloads and claimants within the intensive work search group that our Work Coaches work with to support movement into work.

Our Jobcentre teams are committed to delivering a quality service to ensure all claimants receive the best possible support to meet their individual circumstances. We operate a service delivery framework which sets out the service expectations for our Jobcentre network and the requirements for how they deliver their services. It provides information on why these expectations are set, and ways that Jobcentre leaders and Work Coaches should implement the expectations.

Work Coaches undergo a comprehensive learning journey designed to equip them with the tools, skills and behaviours required to provide a high quality, efficient service to all claimants. They receive on-going learning in their roles and have access to guidance which is refreshed at regular intervals. Jobcentre Team Leaders are responsible for monitoring and assuring the quality of services provided to individual claimants through a combination of observation of interviews, feedback, coaching and appraisal.

Where we have made offers of permanence to our fixed term colleagues, this has reflected merit, location and taking into account demand for future services across the Department in relation to the number of roles available.

Where we were unable to make an offer at this time, colleagues have been placed on a reserve list and we will continue to consider where we may be able to make any further permanence offers, where further opportunities become available. We are also continuing to provide colleagues with a comprehensive career planning offer and ongoing support.