Work Programme Inappropriate Referrals
Guidance
Background to Inappropriate Referrals
3. Inappropriate referrals may happen because:
Claimant is ineligible for the Work Programme (WP)
Claimant is referred using the wrong opportunity type
Claimant has been referred more than once to the same WPP
Claimant has been referred to more than one WPP
Claimant has had the wrong type of WP referral interview
4. If Jobcentre Plus discovers a referral error they will immediately telephone
the WPP nominated contact.
5. If the WPP discovers a referral error they will immediately contact the
Advisory Team Manager (ATM) at the Jobcentre concerned.
Claimant is ineligible for the Work Programme
6. Telephone the WPP and ask them to pause their interaction with the
claimant.
7. Phone the claimant to explain they have been inappropriately referred to
the WP and at what point they would have been referred. Discuss whether
they want to continue on the WP or return to the JCP offer. The discussion
should include:
If they stay with WP:
o
that it is a 104 week commitment regardless of changes to
employment or benefit status
o
that they will not be able to access any other JCP support
o
what benefit conditions they will still be required to meet e.g.
Jobsearch Reviews, repeat WCAs etc
o
if their participation is mandatory they could be subject to
sanctions if they do not do what the WPP tells them to
o
if their participation is voluntary emphasise the benefits of
remaining with the WPP
o
if they are voluntary participants and their circumstances change
that they may become subject to sanctions if they do not carry
out activities that the WPP asks them to.
If they return to JCP:
o
explain what support JCP could offer them
o
if a claimant will be mandated to the WP in the future; and
o
the date they will return to the WP.
Claimant Stays with WPP
8. If the claimant decides to stay with the WPP:
contact the WPP to advise them to continue activity as normal
send a change of circumstances form WP07b to advise of any changes
required e.g. a mandatory claimant is now voluntary
Claimant Returns to JCP Offer
9. If the claimant decides to return to JCP
Check the ‘Result:’ field in the claimant’s ‘View follow up’ window in
LMS. If the result is ‘Not Know’ or ‘Opp Offer’ contact the WPP to ask
them to take appropriate action to reject or cancel the referral.
Set a workflow for 5 working days to confirm the WPP has
rejected/cancelled the referral by checking the ’Result:’ field in the
claimant’s ‘View Follow Up’ window of LMS shows ‘DNS’ (cancelled) or
‘Rejected’.
If the ‘Results’ field shows ‘Started Opp’ notify your locally agreed JCP
single point of contact to send a notification to the Provider Referral
and Payment (PRaP) Operational Support Team (POST) to “back-out”
the referral to stop any payments being made to the Provider
Take the next appropriate steps for the claimant to discuss JCP
support.
Claimant is referred using the wrong
opportunity type
10. Check the ‘Result:’ field in the claimant’s ‘View follow up’ window in LMS.
11. If the ‘Result:’ field shows ‘Started Opp’ notify the WPP on form WP07b if
there is a change in the claimants WP conditionality, e.g. claimant should
have been a voluntary participant. The claimant will remain in the referred
wrong opportunity type and no further activity is required.
12. If the result is ‘Not Known’ or ‘Opp Offer’ contact the WPP to ask them to
take appropriate action to reject or cancel the referral.
13. Set a workflow for 5 working days to confirm the WPP has
rejected/cancelled the referral by checking the ’Result:’ field in the claimant’s
‘View Follow Up’ window of LMS shows ‘DNS’ (cancelled) or ‘Rejected.’. If
they have not, contact the WPP by telephone.
14. When the ’Result:’ field in the claimant’s ‘View Follow Up’ window of LMS
shows ‘DNS’ (cancelled) or ‘Rejected refer the claimant to the correct
opportunity. The new referral is an administrative task and does not require a
claimant intervention.
Claimant has been referred more than once to
the same WPP
15. The table below deals with seven different scenarios and the action to be
taken for each scenario when 2 referrals have been made to the same WPP.
16. Select the scenario which matches the set of circumstances for the 2
referrals you have made and follow the action required for each referral in the
end column.
17. NB: LMS will not allow you to refer a claimant more than once to the same
WPP using the same opportunity type.
Correct/
Attached
Action
or not
Incorrect Op
Type
1. Correct Op Type Before
No action
Attachment
Incorrect Op Type Before
Contact the WPP to ask them to take
Attachment appropriate action to reject or cancel the
referral
2. Correct Op Type Before
Contact the WPP to ask them to take
Attachment appropriate action to reject or cancel the
referral
Incorrect Op Type After
Notify the WPP on form WP07b if there
Attachment is a change in the claimants WP
conditionality, e.g. claimant should have
been a voluntary participant. The
claimant will remain in the wrong
opportunity type and no further activity is
required.
3. Correct Op Type After
No action
Attachment
Incorrect Op Type Before
Contact the WPP to ask them to take
Attachment appropriate action to reject or cancel the
referral
4. Correct Op Type After
No action
Attachment
Incorrect Op Type After
Notify your locally agreed JCP single
Attachment point of contact to send a notification to
the POST to “back-out” the referral to
stop any payments being made to the
WPP
5. Incorrect Op Type Before
Contact the WPP to ask them to take
Attachment appropriate action to reject or cancel
Incorrect Op Type Before
both referrals. Set a workflow for 5
Attachment working days to confirm the WPP has
rejected/cancelled the referral by
checking the ’Result:’ field in the
claimant’s ‘View Follow Up’ window of
LMS shows ‘DNS’ (cancelled) or
‘Rejected. If they have not contact the
WPP by telephone. Once cancelled
make a referral using the correct
opportunity type
6. Incorrect Op Type Before
Contact the WPP to ask them to take
Attachment appropriate action to reject or cancel the
referral
Incorrect Op Type After
Notify the WPP on form WP07b if there
Attachment is a change in the claimants WP
conditionality, e.g. claimant should have
been a voluntary participant. The
claimant will remain in the wrong
opportunity type and no further activity is
required.
7. Incorrect Op Type After
Notify your locally agreed JCP single
Attachment point of contact to send a notification to
Incorrect Op Type After
the POST to “back-out” of both referrals
Attachment to stop any payments being made to the
WPP and make a referral using the
correct opportunity type.
Claimant has been referred to more than one
WPP
18. Telephone all the WPP and ask them to pause their interactions with the
claimant.
19. Phone the claimant to explain they have been referred to more than one
WPP. Discuss with the claimant which WPP they would like to remain with.
(Note: the claimant must be given the choice even if one of the WPP has
already attached them).
20. Contact the WPP that the claimant has chosen to advise them to continue
to work with them as normal.
21. For the WPP that the claimant will no longer be working with check the
’Result:’ field in the claimant’s ‘View follow up’ screen in LMS. If the result is
‘Not Known’ or ‘Opp Offer’ contact the WPP to ask them to take appropriate
action to reject or cancel the referral.
22. Set a workflow for 5 working days to confirm the WPP has
rejected/cancelled the referral by checking the ’Result:’ field in the claimant’s
‘View Follow Up’ window of LMS shows ‘DNS’ (cancelled) or ‘Rejected. If they
have not, contact them to remind them that they must do so.
23. If the ‘results’ field shows ‘Started Opp’ notify your locally agreed JCP
single point of contact to send a notification to the POST to “back-out” the
referral to stop any payments being made to the WPP.
Claimant has had the wrong type of WP referral
interview
24. If it is identified that a mandatory participation claimant has been referred
to the WP using a voluntary interview or vice versa, the claimant must be
contacted by phone and offered the chance to attend the Jobcentre for a face
to face meeting.
25. At the meeting explain the key messages to the claimant as per the Work
Programme Referral, Volunteer Claimants (Volunteering for the Work
Programme) e.g. the sanction regime, and issue the appropriate mandatory or
voluntary leaflet and mandatory letter. Sanctions cannot be applied unless the
correct form and letter is issued.
26. If the claimant does not want to attend a face to face meeting then the
appropriate referral messages must be explained to them over the phone and
the correct leaflet and letter posted to them.