Caseloading Workbook
Topic 02 – Caseload Types
July 2014
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Caseloading Workbook
Topic 02 – Caseload Types
Timing
It will take 15 minutes to complete this topic.
Learning Objectives
When you complete this topic you will be able to explain how caseloads are
used in Work Search Interviews.
Learning Points
This workbook covers the types of caseload for customers claiming:
Jobseeker’s Allowance
Incapacity Benefit, and Employment and Support Allowance
Income Support
as a partner; and
as a claimant with a disability.
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What you will need…
To complete this learning you will need access to a PC for Intranet use.
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Types of Caseloads
It is important that you find out what types of caseloads
your office operates and how the referral systems work.
Note down the different caseloads you know about in
your office, and how each one operates.
How Caseloads are handled / managed will differ
according to the needs of the claimant and their benefit
regime.
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Post Work Programme Support (PWPS)
Further caseloading support is in place for Jobseekers
Allowance (JSA), Universal Credit (full conditionality) and
Employment and Support Allowance (ESA) claimants
who have reached the end of their time on the Work
Programme (WP) and have not found work.
All claimants returning from the WP have a Work
Programme Completer Interview (WPCI), which is a full
diagnostic interview to decide on the appropriate next
steps to be taken.
From 28 April 2014, JSA claimants have support from the
Help to Work (HtW) package based on their individual
circumstances. The HtW package is an intensive offer of
flexible and personalised support that is comprised of
three elements:
Mandatory Intervention Regime (MIR).
Daily Work Search Reviews (Daily WSR)
Community Work Placements (CWP)
The MIR delivers all of the employment support
measures through the Jobcentre Plus Offer, plus
increased Work Coach interviews for at least 26 weeks.
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Within the MIR option Work Coaches have up to eight
weeks to assess whether one of the other HtW options is
more appropriate.
Daily WSR lasts for up to 13 weeks and will be phased in
from April to December 2014.
CWP is mandatory and available from the end of May
2014. It comprises a 30 hour placement of community
benefit, plus provider led supported work search of up to
10 hours per week and lasts for six months.
Claimants who complete Daily WSR and CWP will be
transferred onto MIR for at least 26 weeks.
The HtW package will be introduced for UC claimants
(subject to intensive work search requirements) from
summer 2014.
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JSA Claimants / UC Claimants (full
conditionality) - Work Search Interviews
The only fixed interviews are:
the Initial Work Search Interview (Initial WSI)
Quarterly face to face Work Search Interviews until
the claimant finds work, or is referred to the Work
Programme
regular Work Search Reviews; and
the Work Programme Referral interview.
All other interviews with a Work Coach are Follow-up Work
Search Interviews. There are no fixed stages at which
these interviews take place. The Work Coach decides the
frequency, duration and content of each Work Search
Interview / Review, based on the individual needs and
circumstances of the claimant.
All JSA / UC interviews are mandatory (with the exception
of any Group Work Search Sessions).
Different types of caseload can be set up to help the Work
Coach manage their time and resources more effectively.
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Caseload strategies will be covered in more detail later in
this learning.
Incapacity Benefit (IB) / Employment and
Support Allowance (ESA) Claimants –
Flexible Interventions
Some ESA claimants are mandated to the Jobcentre Plus
Offer after the New Joiners Work Focused Interview
(NJWFI) and are subject to Flexible Interventions.
Other ESA claimants and Incapacity Benefit (IB) claimants
can volunteer for Flexible Interventions if they choose but
this is not a mandatory requirement.
Further guidance on which ESA claimants are mandated
to the Jobcentre Plus Offer and are subject to mandatory
Flexible Interventions can be found on the Intranet:
Operational guidance >> Employment and Support
Allowance >> ESA guidance for Jobcentres >> 05
Jobcentre Plus Offer >> 01 Overview - Introduction
Different LMS interview types for ESA Flexible
Interventions record whether the interview is a mandatory
interview or a voluntary one.
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There are no fixed stages or trigger points for the delivery
of Follow-up Work Search Interviews, Work Coaches will:
diagnose individual customer needs
assess the support required and available
set the frequency, content, duration and method of
contact; and
decide whether to deliver the flexible intervention
as a Group Information Session.
The decision should be based on the level of support that
the Coach believes the claimant needs in order to move
into work.
Work Coaches are expected to spend more time with
claimants on ESA or IB where they judge that this is likely
to result in a positive employment outcome. Interventions
and activities should help the claimant become more work
ready.
Different types of caseload can be set up by the Work
Coach to help them prioritise and organise claimant
contact according to the level of support and resources
required.
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Lone Parent (LP) Claimants
Lone parents claiming Income Support (IS) are required to
attend and participate in a Work Focused Interview, and
subsequent reviews.
In addition to the Work Focused Interview structure lone
parents should be encouraged to volunteer for Work
Preparation Support through the Jobcentre Plus offer.
If a lone parent volunteers to join a caseload, they will be
offered additional help as part of the Jobcentre Plus Offer
through Work Preparation Support
Further information can be found on the intranet:
Home page A-Z >>Full List of all DWP Operations
Guidance >> Get Britain Working >> Work preparation
support for lone parents partners and carers.
Disabled Customers and Claimants
Disability Employment Advisers (DEAs) caseload disabled
claimants and customers with complex and substantial
support needs.
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These interviews are voluntary and a DEA customer may:
be in receipt of benefit,
not be receiving benefits; or
be in employment.
Not all customers with a disability will require caseloading.
For instance, a claimant who is long-term disabled but who
has clearly adjusted to their disability, and is confident in
dealing with their situation, may not require caseloading.
Customers appropriate to the DEA caseload will generally
fall into one of the following categories:
Recently disabled customers or claimants who are
still adjusting to their disability.
Claimants or customers who are seeking more
suitable work, after leaving their last job due to their
disability.
Claimants or customers whose disability has
recently worsened.
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Claimants or customers who need help to dispel
unrealistic or restrictive attitudes towards their
capacity for employment – if they are likely to
respond to such help.
Severely disabled claimants or customers who may
require referral to specialist providers in order to
access the labour market.
Claimants or customers requiring help to overcome
prejudices about a particular disability, such as
epilepsy, visual impairment or schizophrenia.
Claimants or customers who require equipment,
support workers, adaptations to premises, help in
getting to and from work, or other specialist help.
Further information can be found on the intranet under:
A-Z index >> A >> Advisory Services Team Site >> DEA
(subsite) >> DEA Guidance (Related Links)
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Partners
In addition to the Work Focused Interview structure
partners should be encouraged to volunteer for Work
Preparation Support through the Jobcentre Plus offer.
Further information can be found on the intranet under:
A-Z index >> P >> Partners >> Work Preparation
Support for Lone Parents, Partners and Carers
Summary
In this topic you have covered:
how caseloads are used in flexible interventions
caseload strategies
how partners and disabled people can be included
in the caseload
End of Topic 02
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