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417035

	registered interest
	date	07/09/2015
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Jobcentre Plus: Training
	house id	2
	legislature	25277 pref label House of Lords
	question text	To ask Her Majesty’s Government what guidance they issue to Jobcentre Plus branches about treating claimants as innocent and deserving unless clearly shown not to be so; and whether they have any plans to amend any such guidance.
	tabling member printed	Lord Hylton
	uin	HL1955
	answer	answer is ministerial correction date of answer 17/09/2015 answer text <p /> <p>Legislation sets clear entitlement provisions which are used to ensure that benefit is paid correctly to those who claim it. We emphasise in our learning and development packages and the DWP customer charter, that all claimants are treated fairly and with respect. These standards are outlined and published in the DWP Customer Charter on GOV.UK.</p> answering member printed Lord Freud question first answered 17/09/2015 11:21:34 answering member 3893 label Biography information for Lord Freud
	tabling member	2018 label Biography information for Lord Hylton

50212

	registered interest
	date	07/05/2014
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Jobcentre Plus: Training
	house id	2
	legislature	25277 pref label House of Lords
	question text	To ask Her Majesty's Government what training is provided on disability awareness to staff in Jobcentre Plus offices as part of the public sector equality duty; and what steps are being taken to ensure that awareness by staff of obligations under the duty is improving.
	tabling member printed	Baroness Thomas of Winchester
	uin	HL6930
	answer	answer is ministerial correction date of answer 14/05/2014 answer text <p /> <p /> <p>DWP, in partnership with Civil Service Learning, provides a wide range of diversity and disability learning opportunities for staff.</p><p> </p><p>The ‘Equality and Diversity Essentials' package provides an overview of the Equality Act 2010, the Public Sector Equality Duty and covers disability for customers and employees. The learning is targeted at all new employees as part of induction and as a refresher for other staff.</p><p> </p><p>DWP offers a follow up ‘Disability Awareness' course. This aims to build the confidence of managers to give effective support to disabled employees.</p><p> </p><p>DWP customer facing staff are trained in the skills required to support a range of claimants and to respect their individual needs. This approach ensures they are skilled to deal with a diverse set of circumstances, whilst treating everyone as individuals. Jobcentre Advisers, in particular, have access to a comprehensive training programme which focuses on raising awareness of the individual's personal circumstances, including disabilities, and also recognises that those circumstances can affect individuals in different ways.</p><p> </p><p>The Department regularly participates in external benchmarking activity to measure and improve performance for disabled staff, customers and service users. 2013 results showed a significant improvement in performance from 2012.</p> answering member printed Lord Freud question first answered 14/05/2014 12:00:00 answering member 3893 label Biography information for Lord Freud
	tabling member	3785 label Biography information for Baroness Thomas of Winchester

61842

	registered interest
	date	12/06/2014
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Jobcentre Plus: Training
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, what training is available on autism for jobcentre plus advisers.
	tabling member constituency	Dumfries and Galloway
	tabling member printed	Mr Russell Brown
	uin	200380
	answer	answer is ministerial correction date of answer 18/06/2014 answer text <p /> <p>All Jobcentre Plus advisers have access to a comprehensive learning programme which includes a specific focus on taking consideration of individuals' personal circumstances. This training ensures staff are aware that disabilities and health conditions including autism can affect individuals in different ways.</p><p> </p><p>Specialist help can be provided by Disability Employment Advisers who have extensive additional courses appropriate to this specialist area. This training has been designed with input from Specialist DWP Work Psychologists to enable these advisers to support people with particular complex needs. This training includes case studies relating to autism.</p><p><strong>     </strong></p> answering member constituency Wirral West answering member printed Esther McVey question first answered 18/06/2014 11:03:42 answering member 4084 label Biography information for Esther McVey
	tabling member	588 label Biography information for Mr Russell Brown

224176

	registered interest
	date	27/02/2015
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Jobcentre Plus: Training
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, what training is offered to Jobcentre Plus staff to enable them to better work with (a) lone parents and (b) ethnic minority jobseekers.
	tabling member constituency	East Ham
	tabling member printed	Stephen Timms
	uin	225763
	answer	answer is ministerial correction date of answer 04/03/2015 answer text <p /> <p>The training delivered to Jobcentre staff ensures they have the capability to support a range of customers/claimants, it teaches them to respect the individual needs of Jobseekers whether these are lone parents or from an ethnic minority background. This approach ensures that staff are equipped to deal with a diverse set of circumstances whilst treating all Jobseekers as individuals.</p><p> </p><p>All staff receive ‘foundation learning’ which covers excellent customer service, diversity and claimants’ needs and stresses the importance of looking for signs where additional support may be required.</p><p> </p><p>Jobcentre Work Coaches have access to an on-going, comprehensive learning programme that focuses on raising awareness of the Jobseekers personal circumstances. This learning recognises that irrespective of whether the Jobseeker is a lone parent or from an ethnic minority (or both) it can affect them in different ways. To complement this approach other more specific products are available to staff, for example, Helping Parents into Work and Skills Screening - the process by which potential skills needs in relation to claimants’ job goals, or available jobs in the local labour market, are identified.</p><p>Both are useful when supporting lone parents and ethnic minority Jobseekers.</p><p> </p><p>Overall the learning offered places a greater emphasis on the need for personalisation and flexibility which enables the Work Coaches to build strong relationships with all Jobseekers and Jobcentre staff will complete this learning programme.</p> answering member constituency Wirral West answering member printed Esther McVey question first answered 04/03/2015 16:07:16 answering member 4084 label Biography information for Esther McVey
	tabling member	163 label Biography information for Sir Stephen Timms

444790

	registered interest
	date	13/01/2016
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Jobcentre Plus: Training
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, what training jobcentre work coaches receive.
	tabling member constituency	Burnley
	tabling member printed	Julie Cooper
	uin	22329
	answer	answer is ministerial correction date of answer 22/01/2016 answer text <p>All Jobcentre Work Coaches complete learning that has been designed specifically for their role. This learning combines the knowledge, skills and behaviours they need to coach claimants effectively so that they are able to identify for themselves what they need to do to find work and how best to do it.</p><p>It includes diversity and equality, working with vulnerable claimants and working with claimants who have a mental health condition.</p><br /> answering member constituency Witham answering member printed Priti Patel question first answered 22/01/2016 11:28:20 answering member 4066 label Biography information for Priti Patel
	tabling member	4405 label Biography information for Julie Cooper

596132

	registered interest
	date	07/10/2016
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Jobcentre Plus: Training
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, when his Department plans to make training materials for work coaches available.
	tabling member constituency	Bermondsey and Old Southwark
	tabling member printed	Neil Coyle
	uin	47309
	answer	answer is ministerial correction date of answer 12/10/2016 answer text <p>An overview of the new Work Coach externally accredited learning routeway will be made available early in 2017. There are no plans to publish existing training materials.</p> answering member constituency East Hampshire answering member printed Damian Hinds question first answered 12/10/2016 15:12:46 answering member 3969 label Biography information for Damian Hinds
	tabling member	4368 label Biography information for Neil Coyle

536318

	registered interest
	date	13/07/2016
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Jobcentre Plus: Training
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, what training Job Centre Plus staff are required to undertake on the support that is available to people who have been granted refugee status.
	tabling member constituency	Bristol West
	tabling member printed	Thangam Debbonaire
	uin	42663
	answer	answer is ministerial correction date of answer 20/07/2016 answer text <p>Jobcentre Plus staff are trained to consider a person's circumstances and to tailor support according to individual need. All staff complete customer awareness training that covers a wide range of customer circumstances that includes asylum seekers and refugees.</p><p> </p><p>Jobcentre Plus staff supplement national instructions with information on services and support available in their local area. This is accessed via the District Provision Tool which contains a wealth of information on the support available for vulnerable claimants including refugees. Staff are encouraged to access this regularly.</p> answering member constituency East Hampshire answering member printed Damian Hinds question first answered 20/07/2016 13:26:10 answering member 3969 label Biography information for Damian Hinds
	tabling member	4433 label Biography information for Thangam Debbonaire

539720

	registered interest
	date	18/07/2016
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Jobcentre Plus: Training
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, what the minimum requirements set by his Department are for Jobcentre Plus to ensure that it is not neglectful in its duty of care towards a claimant who has (a) been attending a psychiatric unit, (b) has a known history of mental illness or (c) has a social worker designated to them; and what guidance his Department provides to Jobcentre Plus on providing such duty of care.
	tabling member constituency	Wirral West
	tabling member printed	Margaret Greenwood
	uin	43098
	answer	answer is ministerial correction date of answer 21/07/2016 answer text <p>The Department for Work and Pensions (DWP) demonstrates a duty of care throughout all its customer services and which it expects its staff to follow through instructions and learning.</p><p>The Department has an established approach to identifying and providing an appropriate level of support to all its customers who are vulnerable, including those with mental health conditions. DWP identifies any “individual who is identified as having complex needs and/or requires additional support to enable them to access DWP benefits and use our services” as being vulnerable. This definition ensures that we have consistency and continuity in the type and level of service which is being offered and that it supports the customer appropriately whatever their needs.</p><p>DWP’s approach for dealing specifically with customers experiencing mental health conditions has been developed in consultation with its Work Psychologists to ensure that staff are able to develop a thorough understanding of the various different mental health conditions which exist, including hidden impairments and how they impact on an individual. This knowledge is reflected in both DWP instructions and in its learning and development.</p><p>Where DWP staff are satisfied that a customer faces clear and significant risks to their welfare or safety, then those staff are explicitly empowered by DWP to take any reasonable steps which are felt necessary, including liaising with relevant organisations, in order to address these risks without undue delay.</p> answering member constituency East Hampshire answering member printed Damian Hinds question first answered 21/07/2016 16:19:27 answering member 3969 label Biography information for Damian Hinds
	tabling member	4400 label Biography information for Margaret Greenwood

381626

	registered interest
	date	16/06/2015
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Jobcentre Plus: Training
	house id	2
	legislature	25277 pref label House of Lords
	question text	To ask Her Majesty’s Government what training on human trafficking has been provided to Jobcentre Plus staff.
	tabling member printed	Lord McColl of Dulwich
	uin	HL542
	answer	answer is ministerial correction date of answer 24/06/2015 answer text <p>The Department for Work and Pensions (DWP) policy is to develop its staff in the skills and knowledge required to support a range of claimants sensitively and to respect their individual needs.</p><p> </p><p> </p><p>The department is currently developing guidance and training for DWP staff around human trafficking. This will be available for any member of staff who is told or suspects that the customer they are dealing with is a victim of human trafficking.</p> answering member printed Lord Freud question first answered 24/06/2015 14:50:49 answering member 3893 label Biography information for Lord Freud
	tabling member	1892 label Biography information for Lord McColl of Dulwich

426122

	registered interest
	date	04/11/2015
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Jobcentre Plus: Training
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, when his Department plans to update guidance to Jobcentre Plus staff on claimants that report suicidal thoughts; and how such existing guidance is made available to those staff.
	tabling member constituency	Bermondsey and Old Southwark
	tabling member printed	Neil Coyle
	uin	14716
	answer	answer is ministerial correction date of answer 11/11/2015 answer text <p>The Department for Work and Pensions (DWP) takes seriously any declarations of intention to attempt suicide or self harm that are made by its customers. There is a clear, detailed action plan that staff must follow if a customer declares an intention to kill or harm themselves and DWP provides guidance to help its staff deal with these incidents. The policy, procedures and guidance are reviewed regularly to ensure that they continue to meet their objectives and to identify areas for improvement.</p><p>DWP raises staff awareness through its own internal communication channels whenever guidance is reviewed and updated. This messaging ensures that related products such as learning and development for staff are also reviewed and updated concurrently.</p> answering member constituency Witham answering member printed Priti Patel question first answered 11/11/2015 13:37:43 answering member 4066 label Biography information for Priti Patel
	tabling member	4368 label Biography information for Neil Coyle