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<p>We have recently carried out an analysis of the information and instructions available
to DWP staff handling claims from refugees and a number of improvements have been
made to instructions as a result. These changes have been accompanied by an alert
to staff.</p><p>Jobcentre Plus leaders use a Quality Assurance Framework as a tool
to support their work coaches deliver a quality service. This includes a Quality Assurance
Standards observation process, which is used by managers to regularly observe interviews
with claimants; this observation includes ensuring specific support for refugees is
provided.</p>
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