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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|
|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|
|ISSN: ||1368 244X|
|Appears in Collections:||Official Reports (CRSP)|
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