We were encouraged to hear that DWP wants work coaches to have more time with claimants and to deliver more personalised support. Coaching that is tailored to the aspirations of the service user and that seeks to identify the unique barriers people face will be far more effective than the current support provided. However, work coaches are already stretched, with too few employed to deliver this service currently. DWP will need to develop a clear plan for how it prioritises work coach time to...

We were encouraged to hear that DWP wants work coaches to have more time with claimants and to deliver more personalised support. Coaching that is tailored to the aspirations of the service user and that seeks to identify the unique barriers people face will be far more effective than the current support provided. However, work coaches are already stretched, with too few employed to deliver this service currently. DWP will need to develop a clear plan for how it prioritises work coach time to deliver this higher-quality service and its other planned reforms. While DWP has already made some decisions about how best to use work coach time, redu Type: conclusion | Number: 11 | Response status: not_addressed Government response: Do not accept Jobcentre capacity modelling is developed internally within the department. Our team works with analysts to estimate how long activities take, and with finance and modelling teams to calculate how many staff are needed. Our Workforce Plan is based o