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<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>
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