Universal Credit

(asked on 29th January 2019) - View Source

Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what steps her Department is taking to ensure the accuracy of advice given to claimants by Jobcentre staff on moving on to universal credit.


Answered by
Alok Sharma Portrait
Alok Sharma
COP26 President (Cabinet Office)
This question was answered on 4th February 2019

All DWP staff delivering Universal Credit undergo a comprehensive learning journey designed to equip them with the tools, skills and behaviours required to provide a high quality service to all claimants, including those who have complex needs. This learning includes facilitator-led learning and skills practice, supported by multimedia learning materials.

Before delivering Universal Credit Full Service work coaches receive a minimum of 90 hours additional training which builds on their existing skills and knowledge to prepare them for their role. New staff taking up this role will receive at least 178 hours of job-specific learning. DWP staff who move to a case manager role delivering Universal Credit Full Service receive a minimum of 90 hours of job-specific training. New staff joining the Department in this role undertake a minimum of 143 hours of learning.

Training is a blend of face-to-face and online learning, which focuses on the technical delivery of Universal Credit, the transformational change and guidance based on the Universal Credit regulations. Staff are also given on-the-job training to consolidate what they have learnt.

In addition team leaders are responsible for monitoring and assuring the quality of services provided to individual claimants. This is completed through a combination of observation (of interviews), feedback, coaching and appraisal.

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