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Title: Deferrals in Jobcentre Plus : research into staff understanding and application of deferral guidance for non-Jobseeker’s Allowance customers
Authors: Hartfree, Yvette
Taylor, Jean
Issue Date: 2003
Publisher: © Crown Copyright for the Department for Work and Pensions
Citation: HARTFREE, Y. and TAYLOR, J. (2003). Deferrals in Jobcentre Plus : research into staff understanding and application of deferral guidance for non-Jobseeker’s Allowance customers. DWP In-house report; 126. London : Social Research Division, Department for Work and Pensions
Series/Report no.: DWP In-house report;126
Abstract: The overall objective of the research was to explore Jobcentre Plus staff understanding of deferrals and waivers for non-JSA customers, following the revised guidance provided to local offices in April 2002. The research also intended to evaluate the impact of the guidance and, more specifically, aimed to: • explore staff attitudes to the process of applying deferrals and waivers; • explore staff attitudes and understanding of the new guidance on waivers and deferrals; • ascertain whether guidance is being adopted at local level, how, and whether it works well; • obtain examples of good practice; • determine whether staff think that systems have improved since the new guidelines have been issued; • check that the ‘right’ customers are being deferred; • examine customers’ views and experiences of deferrals; and • see whether systems are in place for picking up deferred customers. This research included face-to-face interviews with a wide range of staff from the Public Offices and Contact Centres and with non-JSA customers. Non-JSA customers included in the research included lone parents, carers, bereaved customers, and sick or disabled customers. The research was carried out in four case-study areas. The areas were chosen to ensure a good mix of deferral rates (based on averages May- October 2002), geographical spread (urban/rural), and whether the Pathfinders had been included in previous phases of the Jobcentre Plus research (these were avoided).
Description: This report is restricted access. The definitive version can be accessed online at: http://www.dwp.gov.uk/asd/asd5/ih2003-2004/IH126.pdf
URI: https://dspace.lboro.ac.uk/2134/2662
ISBN: 1843882205
ISSN: 1368 244X
Appears in Collections:Official Reports (CRSP)

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