WIREDGOV

Publication of DWP research report 454: review of the advisory services model

DEPARTMENT FOR WORK AND PENSIONS News Release (EMP-037) issued by The Government News Network on

A report published on the 6th September by the Department for Work and Pensions reviews the new Advisory Services Model operational in Jobcentre Plus offices. The report presents findings from qualitative interviews with a range of Jobcentre Plus staff examining their views of the new model.

The main findings of the research are:

* Staff reported that the Adviser Services Manager (ASM) and Jobcentre Manager (JCM) roles are working successfully. The ASM/JCM split was seen as a particular improvement, allowing for increased focus on productivity and staff support. As a result of the split there was agreement that staff felt better managed and supported by the ASM.

* The Customer Engagement Team Leader (CETL) and Diary/Admin Support Officer (DASO) roles were viewed as having the potential to have a positive effect; however staff felt these roles were not yet meeting their potential. Some CETLs desired more clarity on their role and both felt they lacked the time to fulfil their roles in full.

* Staff reported that since the introduction of the model more WFIs had been booked and conducted where PAs do not control their diaries. Managers believe further improvements in performance and productivity will feed through.

* The model was working less well on multi-sites than single sites, with management responsibilities and resources particular issues.

Notes to Editors

1. The DWP research report Review of the Advisory Services Model was published on 6th September 2007.

2. The reports are based on research conducted in 8 Jobcentre Plus regions. IFF Research carried out qualitative interviews with Jobcentre Plus staff in January/February 2007.

3. The reports' authors are Karen Bunt and Anita Maidment.

Website: http://www.dwp.gov.uk