Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, pursuant to the Answer of 15 July 2020 to Question HL6367, if she will publish the (a) guidance to Work Coaches and Case Managers, and (b) performance framework by which those coaches will be monitored.

DWP is committed to providing the best possible support for all our claimants to meet their individual circumstance. Jobcentre and Service Centre staff 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. They receive on-going learning in their roles and have access to guidance which is refreshed at regular intervals.

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.

Universal Credit guidance for Work Coaches and Case Managers is routinely placed in the House of Commons library and it is updated at regular intervals. There are no plans to depart from that practice. This guidance covers the quality of service expected of Work Coaches.