Tag: Work Coaches

Work coach shortage leads DWP to reduce support for Universal Credit claimants

  • Number of Universal Credit (UC) claimants in categories where the Department for Work & Pensions (DWP) could require them to receive support from a work coach increased from 2.6 million in October 2023 to 3 million in October 2024.
  • 2,100 fewer work coaches employed on average by DWP than it estimated it needed in the first six months of 2024-25.
  • 57% of jobcentres reduced their support for claimants between September 2023 and November 2024 when work coach caseloads were too high.
  • Proportion of UC claimants in lowest earning category who move into work each month has declined in the past two years to below pre-pandemic levels.

The Department for Work & Pensions (DWP) has reduced the level of support it offers to Universal Credit (UC) claimants due to a shortage of available work coaches at jobcentres, amid government plans to get more people into work and progressing in their careers, according to a new National Audit Office (NAO) report.

DWP relies on its network of 646 jobcentres across Great Britain to help people move
into work and to support those already in work to progress. In November 2024, the
government set out its plans for reforming employment support, including the role of jobcentres.

DWP tailors jobcentre support for UC claimants based on their earnings and personal circumstances. The number of claimants in categories where DWP could require them to receive support from a work coach – which includes the ‘Intensive Work Search’ category for those with the lowest earnings – grew from 2.6 million in October 2023 to 3 million in October 2024.

DWP has increased the number of Intensive Work Search claimants by raising the earnings threshold.

Work coaches play a critical role working directly with claimants to identify their needs and provide support. But partly due to funding constraints, DWP has not had enough work coaches to meet the expected demand for jobcentre support, with shortfalls in five of its seven regions in 2023-24.

DWP has also faced challenges in recruiting and retaining work coaches.

To help manage the shortfall, DWP has prioritised supporting claimants in the
Intensive Work Search category and postponed plans to require ‘Light Touch’
claimants to meet regularly with a work coach.

This resulted in DWP needing an estimated 900 fewer work coaches in 2024-25 than it otherwise would have done.

DWP has also set out measures that jobcentres can implement if work coaches’
caseloads are too high.

From September 2023 to November 2024, 57% of jobcentres used these flexibilities to reduce the support they provide for claimants.

The proportion of Intensive Work Search claimants who move into work each month
has declined in the past two years to below pre-pandemic levels.

There is also substantial variation in performance across DWP’s seven jobcentre
regions and 37 districts. At district level, from December 2023 to November 2024,
Birmingham and Solihull had the lowest average monthly into-work rate (5.5%) and
Northern Scotland had the highest (10.8%).

In November 2024, the government published a white paper that set out its plans for
reforming employment support. The plans include creating a jobs and careers service, bringing together jobcentres with the National Careers Service in England.

The NAO recommends that DWP assesses the impact of the shortfall in work coaches
on jobcentres’ ability to provide people with the intended level of support, and uses the findings to inform the design of its future operating model for employment support.

DWP should also set out the information it will use to monitor jobcentres’ performance so that it can identify and share good practice from those that are doing well, as well as improve how it measures and reports outcomes, with metrics covering factors such as the sustainability and quality of employment.

Gareth Davies, head of the NAO, said: “Helping people move into and progress in work is crucial to boosting productivity and reducing economic inactivity.

“As it takes forward the government’s plans for reforming employment support, DWP should pay close attention to how it can make best use of its work coaches and ensure that people get the support they need.

“Given the key role jobcentres will play in supporting the government’s ambition to
increase the employment rate, DWP should also be transparent about how effective
they are and evaluate the impact of its changes on the system of employment support.”

Sir Geoffrey Clifton-Brown MP, Chair of the Committee of Public Accounts, said: “Jobcentres play an important role in supporting people to access and progress in work. However, a shortage of work coaches is limiting the support available to the growing number of Universal Credit claimants, with over half of jobcentres having to scale back their services.

“Future reforms to employment support will be frustrated without clear evidence on what works in supporting benefit claimants into employment. DWP must strengthen its monitoring of the performance of jobcentres, ensuring every pound spent delivers positive outcomes for individuals and the wider economy.”

UK Government ‘to unlock work’ for sick and disabled people

Work will be unlocked for thousands of sick and disabled people through new measures that will bolster the support offered in Jobcentres and make the welfare system more sustainable, the Department for Work and Pensions has announced today

  • New plans to improve employment support brought forward ahead of wider reform package to fix broken welfare system. 
  • 1,000 work coaches deployed to deliver intensive employment support to sick and disabled people as part of the government’s Plan for Change which will break down barriers to opportunity.
  • It comes as a new survey reveals scale of the broken system with nearly half of disabled people and those with a health condition saying they don’t trust DWP to support them.

The plans will see 1,000 existing Work Coaches deployed in 2025/26 to deliver intensive voluntary support to around 65,000 sick and disabled people – helping them to break down barriers to opportunity, drive growth and unlock the benefits of work.

This intensive support for people on health-related benefits – including those furthest away from work – will see Work Coaches providing tailored and personalised employment support, and help claimants access other support such as writing CVs and interview techniques. They will also access a range of DWP employment programmes to help claimants unlock work based on conversations with their Work Coaches.

The additional help will be delivered by reprioritising work coach time so they can focus on tackling economic inactivity in order to make the welfare system more sustainable. The 1,000 redeployed Work Coaches are a “downpayment” on wide-ranging plans to overhaul employment support, which are set to be unveiled in just a few weeks’ time. 

It is part of the Government’s Plan for Change – which will boost living standards and grow the economy by unlocking work for the 2.8 million people who are economically inactive due to long-term sickness – the highest in the G7 – and bring down spending on incapacity benefits which is expected to reach £70 billion by the end of this parliament. 

It comes as new survey results show the current system isn’t just failing the taxpayer, it’s also failing the people it’s meant to help, with 44% of disabled people and people with a health condition believing DWP does not provide enough support to people who are out of work due to disability, ill health, or a long-term health condition.

Work and Pensions Secretary, Rt Hon Liz Kendall MP said: “We inherited a broken welfare system that is failing sick and disabled people, is bad for the taxpayer, and holding the economy back. 

“For too long, sick and disabled people have been told they can’t work, denied support, and locked out of jobs, with all the benefits that good work brings.

“But many sick and disabled people want and can work, with the right support. And we know that good work is good for people – for their living standards, for their mental and physical health, and for their ability to live independently. 

“We’re determined to fix the broken benefits system as part of our Plan for Change by reforming the welfare system and delivering proper support to help people get into work and get on at work, so we can get Britain working and deliver our ambition of an 80% employment rate.”

The data from the DWP Perceptions Survey – soon to be published in full – also shows:  

  • 35% of disabled people and people with a health condition believe DWP does not provide enough support to people of working age who are out of work, to help them get back into work. 
  • 44% of disabled people and people with a health condition don’t trust the DWP to help people reach their full career potential. 
  • Nearly 2 in 5 (39%) disabled people and people with a health condition do not trust DWP to take its customers’ needs into account in how it provides services. 

These figures follow recently released data which shows that there are over three million people on Universal Credit with no obligation to engage in work-related activity, despite over a quarter (27%) of health and disability benefit claimants believing that work could be possible in the future if their health improves and 200,000 saying they would be ready to work now.

Data also shows the number of working-age people on the health element of Universal Credit or claiming Employment Support Allowance (ESA) has risen to 3.1 million, a staggering 319% increase since the pandemic, reflecting the alarming rate at which young and working aged people are increasingly falling out of work and claiming incapacity benefits. 

Behind each of these statistics is a person with hopes and ambitions, who can provide businesses with much-needed skills and experience, helping to grow our economy.

To give people the support they deserve, and restore trust and fairness to our welfare system, reforms to the welfare system are expected to be announced in just a few weeks. 

These reforms will recognise that some people will be unable to work at points in their life and ensure they are provided with support while transforming the broken benefits system that: 

  • Asks people to demonstrate their incapacity to work to access higher benefits, which also then means they fear taking steps to get into work.
  • Is built around a fixed “can versus can’t work” divide that does not reflect the variety of jobs, the reality of fluctuating health conditions, or the potential for people to expand what they can do, with the right support.
  • Directs disabled people or those with a work-limiting health condition to a queue for an assessment, followed by no contact, no expectations, and no support if the state labels them as “unable” to work. 
  • Fails to intervene early to prevent people falling out of work and misses opportunities to support a return to work.
  • Pushes people towards economic inactivity due to the stark and binary divide between benefits rates and conditionality rules for jobseekers compared to those left behind on the health element of Universal Credit.  
  • Has become defined by poor experiences and low trust among many people who use it, particularly on the assessment process.

The government’s plans to fix the broken benefit system will build on the biggest employment reforms in a generation announced in the Get Britain Working White Paper, which will empower mayors to drive down economic inactivity, deliver a Youth Guarantee so every young person is either earning or learning, and overhaul jobcentres across the country. 

Former John Lewis boss Sir Charlie Mayfield is leading an independent review investigating how government and employers can work together to help disabled people and those with ill health who may be at risk of falling out work stay on in employment, with the findings of the discovery phase expected in the spring.

The government is also investing an additional £26 billion to cut NHS waiting lists and get Britain back to health and back to work. 

The government has already delivered on its pledge, providing two million extra appointments in five months and as a result, around 160,000 fewer patients on waiting lists today than in July.

Teams of clinicians will also introduce new ways of working at 20 hospital sites in areas with the highest levels of economic inactivity to help patients return to the workforce faster.

This is alongside the recruitment of an additional 8,500 mental health workers to ensure mental health is given the same attention as physical health.

Chancellor Kwasi Kwarteng ‘to get Britain working again’

  • The Chancellor is expected to announce reforms to the welfare system that will encourage thousands more into work and to boost their earnings, helping grow the economy.
  • Around 120,000 more benefit claimants will be asked to take active steps to seek more and better paid work, or face having their benefits reduced.
  • Over 50s to get more support to find work, boosting economic growth.

The Chancellor is this week expected to announce changes to Britain’s welfare system that will help boost people’s earnings, get them into work and support economic growth.

Changes to Universal Credit expected to be announced later this week will require benefit claimants working up to 15 hours a week at National Living Wage to meet regularly with their Work Coach and take active steps to increase their earnings or face having their benefits reduced.

This gradual expansion is an increase from the 12-hour threshold and will bring an additional 120,000 benefit claimants into the Intensive Work Search Regime.

With more than 1.2 million job vacancies across the UK, Work Coaches will set clear expectations with claimants and make sure they stick to their commitments. These commitments could include applying for jobs, attending interviews or increasing their hours. People who don’t fulfil their job-search commitments without good reason could have their benefits reduced in line with existing benefit sanctions policy.

Eligible claimants over 50 years old, including new claimants and the long-term unemployed, will also get extra support from Work Coaches. The newly unemployed will get 9 months of targeted sessions, and people who are long-term unemployed will receive a booster session followed by 3 months of intensive employment support.

Rising economic inactivity in the over 50s is contributing to shortages in the jobs market, driving up inflation and limiting growth. Returning to pre-pandemic activity rates in the over 50s could boost the level of GDP by up to 1 percentage point.

Chancellor Kwasi Kwarteng said: “Our jobs market is remarkably resilient, but it is not perfect. While unemployment is at is at its lowest rate for nearly fifty years, the high number of vacancies that still exist and inactivity in the labour market is limiting economic growth.

“We must get Britain working again. These gradual changes focus on getting people back into work and maximising the hours people take on to help grow the economy and raise living standards for all.

“It’s a win-win. It boosts incomes for families and helps businesses get the domestic workers they need, all while supporting economic growth.”

Secretary of State for Work and Pensions Chloe Smith MP said: “As we continue to face economic challenges and labour market shortages, we are committed to helping people on lower incomes to boost their pay – because we know work is one of the best ways to support your family and help grow our economy.

“Whether it’s increasing their hours in their current role, entering a new sector or switching careers, we want people of all ages and all stages to be able to progress into fulfilling careers.

“The expertise our dedicated DWP Work Coaches bring, will help to drive this change by removing barriers to progression and opening up opportunities for training and building skills, to increase earnings.”

These changes will be Great Britain-wide and, in line with usual practice, the UK Government will work with the Northern Ireland Civil Service to determine the most suitable way to deliver support in Northern Ireland in due course.

Certain groups will remain exempt from sanctions, including people who are unable to work due to long-term sickness or a disability.

New package of support to help over 50s jobseekers back into work

The UK Government has announced millions of pounds of new measures to tackle unemployment amongst the over 50s on benefits.

  • New measures set to help quarter of all jobseekers get back into work
  • Multi-million package will increase jobcentre support for over 50s including those thinking about retirement
  • Long term unemployed will be referred to the multi-billion-pound Restart Scheme which is already supporting a quarter of a million back into work

The new support follows ministers meeting their target to get half a million people into work in under six months, as part of the Way to Work jobs push launched in January.

Keeping up the momentum, £22 million will be invested in new measures to tackle unemployment amongst the over 50s on benefits, as a stable income is the best route for people to support themselves through challenging times.

Jobseekers over the age of 50 will have more one-to-one support at jobcentres to help them get into, and progress in work, boosting their earnings ahead of retirement.

This increased support will be boosted by 37 50PLUS Champions covering every district across England, Wales and Scotland who will work with local employers to help them realise how their recruitment could benefit from the talent of older workers.

Mid-life MOTs will also be available in jobcentres, targeting those thinking about retirement and engaging them to take stock of their skills and finances, and consider taking jobs that could boost their incomes based on their skills experience.

Minister for Employment, Mims Davies MP said: “Older workers are a huge asset to this country, and there are currently more than 400,000 over 50s in roles than before the pandemic.

“We’re increasing funding and support at every step of their journey up the career ladder, to ensure everyone gets the support they need to get into work, progress and use their experience to boost their earnings and plan for a better future.

“Helping people find the security of a stable income, through a job they can take pride in, is also one of the best ways for people to support their families during these challenging times.”

Carole Easton, Chief Executive at the Centre for Ageing Better, said: “Seeing DWP continue to recognise the importance of a bespoke approach to older workers is really welcome.

“We know that older workers face unique challenges, such as ageism in the workplace and a possible gap in skills compared to some of their younger counterparts, so we will gladly support any tailored action that begins chip away at these significant roadblocks standing in the way of older people accessing fulfilling work.”

Research shows that people over 50 are more likely to have caring responsibilities, with 12% of men and 16% of women aged 55-64 providing informal care and increased support from Work Coaches will help them navigate these barriers.

With the economy back on its feet, and the demand for experienced staff, the advice will help older workers make the right choice for them. And for those who have been out of work for nine months, the government’s Restart Scheme will provide a year of intensive support to get them back on the career ladder.

One year since its launch, the Restart Scheme is already seeing the first jobseekers take up work and leave the scheme and is currently supporting a quarter of a million people get the skills they need to re-enter the workforce.

This is part of the government’s renewed focus on growing the economy and helping people find work and boost their earnings.

Way to Work: 150 new jobcentres and Youth Hubs now open

Thousands more jobseekers can now access tailored face-to-face job support and meet local employers as 150 new jobcentres are opened, ‘levelling up’ opportunities across the country.

These will be at the heart of the UK Government’s Way to Work Campaign to encourage more people across Great Britain into jobs.

Towns and cities from Falkirk to Torquay are now home to over 150 new temporary jobcentres and over 150 Youth Hubs, with more to follow, as the government pledges to get 500,000 people a job by the end of June.

Two of the new temporary Jobcentres are in Edinburgh city centre.

Work Coaches at jobcentres are at the forefront of the government’s drive to help people access the support they need to get into work, and many of the team recently joined the Department for Work and Pensions as part of the rapid recruitment drive to hire 13,500 new Work Coaches to boost job seeker support as we recover from the coronavirus (COVID-19) pandemic.

A further 50 jobcentres are expected to open to the public in the coming months as efforts ramp up to get jobseekers into work faster, through the Way to Work campaign, by bringing them face to face with employers and encouraging them to look for work in a sector they may not have previously considered.

Work and Pensions Secretary of State, Thérèse Coffey, said: “We know how much people benefit from getting into work – both financially and for their wellbeing. And from getting any job first, they can get a better job next and then progress to a career.

“Jobcentres and Youth Hubs are crucial to get people into work, and will help level up opportunity across the country as through our Way to Work campaign we invite employers wherever they are to work with us and help find 500,000 people a job by the end of June.”

Driving the new Way to Work campaign, Work Coaches will help those who are capable of work search more widely for jobs from the fourth week of their claim, rather than from three months as is currently the case.

This clearer focus will ensure that, if people are not able to find work in their previous occupation or sector, they are expected to look for work in another sector and this will be part of their requirements for receiving their benefit payment.

Work Coach at Wigan Mesnes House Jobcentre Plus, Mike Cook said: “Being able to provide support and guidance to people in the local community on their journey to gain sustainable long-term employment, and therefore improving their lives, is the most rewarding and important aspect of my job as a Work Coach for the Department for Work and Pensions.“

There are also over 150 Youth Hubs now up and running across the country helping young jobseekers access local training and job opportunities, as well as a range of services to address wellbeing needs.

Investing in the skills and opportunities of young people and helping people into work at every stage of their lives is an integral part of the government’s ambitious plans for levelling up, which will transform the economic geography of the UK.

Youth Hub Work Coaches are working with jobcentre-based Youth Employability Coaches and tailored employment programmes, including Kickstart, to ensure quality, joined up support is accessible to those who need it.

Youth Work Coach at Barrow Youth Hub, Lisa Wicks said: “I have found working as a Youth Hub Work Coach both challenging and rewarding. To be able to offer support to some of our most vulnerable young people and to watch them grow in confidence and capability is a real privilege.

“This has been supported by partnership, working both within the DWP and with external partners, and is making a real difference to the lives of the young people accessing the support available.”

The government’s Plan for Jobs agenda is supporting jobseekers into work and those on low-pay to progress and earn more. The new Way to Work campaign will ‘turbocharge’ this national effort by getting half a million people into work over the next five months.

EDINBURGH’s new temporary Jobcentres can be found at:

Edinburgh11-15 North Bridge, Edinburgh, EH1 1SB 
Edinburgh Waverley BridgeUnit L23, Waverley Mall, Waverley Bridge, Edinburgh, EH1 1BQ