WS017 Topic 03
– Information
Gather &
Diagnosis
Facilitator Led Brief
v11.5
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WS017 – Initial Work Search Interview
Contents
Contents ......................................................................................................... 2
Important Information: ................................................................................... 4
Topic 3 ............................................................................................................ 5
Information Gather & Diagnosis ................................................................... 5
Aims ............................................................................................................. 5
Objectives ..................................................................................................... 6
Informal Representatives and Trusted Intermediaries ............................... 9
Informal Representative .............................................................................. 10
Trusted Intermediary................................................................................... 10
Adding or Amending a Claimant’s Trusted Intermediary Details ................. 12
Recording Trusted Intermediary’s Details on Work Service Platform .......... 14
Gathering Information ................................................................................. 15
English Language Screening ...................................................................... 16
Diagnosis of Capability and Circumstances ............................................. 22
Availability .................................................................................................. 29
Voluntary Work ........................................................................................... 32
Intensive Activity Programme .................................................................... 34
IAP Overview .............................................................................................. 34
Is the claimant suitable for IAP? ................................................................. 37
On-going WSI ............................................................................................. 41
Claimant cannot attend IAP workshop ........................................................ 43
Conducting IAP Group 1 or 2 session ......................................................... 45
Follow up interview – claimant attended IAP ............................................... 47
Follow up interview – claimant failed to attend IAP ..................................... 48
Book an Exit Interview ................................................................................ 48
IAP activities met ........................................................................................ 49
Exit Interview – activities not met ................................................................ 51
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Simulation – Recording Signposting ........................................................... 54
Topic Summary ........................................................................................... 55
Topic
Topic title
Duration
Topic 03
Information Gather and Diagnosis
55 minutes
Total duration of Topic 03
55 minutes
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Important Information:
Please note that not all job roles are required to
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complete every topic within this module.
The next page has full details of which topics are
required by each Job Role.
The Universal Credit Learning Journey has a full list of
all the learning modules required for each Job Role and
the order in which they should be delivered/completed.
This can be viewed on the LDO Support Site.
Job Role
Learning Required
Duration
Work Coach
Work Services Manager
Topic 03
55 minutes
System & Process Support
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Topic 3
Information Gather & Diagnosis
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Show Slide 02 – Topic Aims and Objectives
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Aims
The aim of this topic is to provide you with the knowledge to
carry out an Initial Work Search Interview (WSI).
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Objectives
By the end of this topic, with the aid of any reference
material, you will be able to:
explain the purpose of the Initial WSI to the claimant
state the action to take if a claimant requires a Trusted
Intermediary/Informal Representative
state the action to take to identify an English Language
requirement
state the action to take when diagnosing a claimant’s
availability and personal circumstances
explain the action required if a claimant requires a
Permitted Period
identify claimant’s suitable for the Intensive Activity
Programme
explain the action to take to identify and refer a claimant
to the Intensive Activity Programme
state the action to take when signposting a claimant
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How to conduct an Initial WSI is covered in About
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Universal Credit.
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Show Slide 03 – Explaining the WSI to the claimant
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After introductions at the start of the interview explain the
purpose of Universal Credit and the Initial WSI to the
claimant. This will include:
discussing the claimant’s circumstances and capability
(to ensure they are in the correct conditionality group)
explaining that the information gathered will be recorded
on their claimant record and used to inform the steps
outlined in their Claimant Commitment
outlining Work Coach role in supporting and preparing
the claimant for Work Related Activities and not doing it
for the claimant
explaining that in order to be entitled to Universal Credit
the claimant is required to accept their Claimant
Commitment
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explaining to the claimant their Universal Credit may be
reduced if they do not do what is expected of them as set
out in their Claimant Commitment. If they repeatedly fail
to do what is expected of them their Universal Credit
could be reduced for up to 3 years
stating that if they are unable to complete any of the
activities as set out in their Claimant Commitment they
should advise Universal Credit immediately as this may
prevent a reduction of Universal Credit
informing the claimant that they will be asked to provide
good reason if they are unable to complete any of the
activities. If the reasons they provide are not accepted
inform the claimant that they may lose some or all of their
Universal Credit
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Informal Representatives and
Trusted Intermediaries
Some claimants may have made or wish to make
arrangements to bring someone with them to their WSI.
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Show Slide 04 – Support at WSI
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Ask the learner to access About Universal Credit to
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research:
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an Informal Representative
a Trusted Intermediary
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Use next two slide to confirm learners’ research
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Informal Representative
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Show Slide 05 – Informal Representative
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An Informal Representative is a person or organisation who a
claimant informally asks to contact Universal Credit on their
behalf, for any reason, on an irregular basis to support the
claimant.
An informal representative cannot act on a claimant’s behalf.
The claimant must be present, confirm their identity and give
verbal consent for the information to be divulged to an
informal representative.
Trusted Intermediary
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Show Slide 06 – Trusted Intermediary
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A Trusted Intermediary is a person or organisation who a
claimant has nominated to regularly support them in
managing their claim. The trusted intermediary must have
the claimant’s written consent and have their identity verified
before they can support the claimant with their claim.
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When supporting a claimant with their claim, a trusted
intermediary can:
contact Universal Credit by phone or letter
receive calls from Universal Credit
attend face to face appointments with the claimant
A trusted intermediary cannot:
make a new claim on a claimant’s behalf
attend a Universal Credit interview without the claimant
report any change of circumstances
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Discuss with the learners what this means for their WSIs
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Ensure the discussion brings out existing skills used for
3rd parties involved at interviews, i.e. maintaining
contact with the claimant; referring to the intermediary
or representative when the claimant is having difficulty
etc.
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Adding or Amending a Claimant’s Trusted
Intermediary Details
A claimant can ask about having a trusted intermediary
either:
at a face to face interview in a Universal Credit Outlet
by phone to the Service Centre
The claimant may want to report that they want to:
appoint a new trusted intermediary
change their trusted intermediary
withdraw their consent for someone to support them as a
trusted intermediary, or
reinstate a trusted intermediary
If the claimant wants to change, reinstate or appoint a new
trusted intermediary, the claimant and the trusted
intermediary must be present for you to take the necessary
action. At the interview, the Work Coach will take the
necessary actions.
Once the identity has been confirmed for both the claimant
and the trusted intermediary ask them both to complete and
sign form UC189 - Trusted Intermediaries Consent Form.
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Refer the learners to About Universal Credit to find form
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UC189 – Trusted Intermediaries Consent form
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Sign the form, make two copies and:
give 1 copy to the claimant
give 1 copy to the trusted intermediary
send the original to the MOU to be scanned into DRS
If the claimant wants to add a new trusted intermediary and
the trusted intermediary is not present or does not have
sufficient evidence of their identity, ask the claimant to call
the Service Centre to report a change of circumstances
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Advise the learner that if the claimant calls the Service
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Centre to report that they want to add or amend details
of the trusted intermediary, the Telephony Agent (TA)
books the claimant an appointment with the PASA to
complete form UC189.
The TA will remind the claimant and the trusted
intermediary that they must both bring suitable
documents to confirm their identity.
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Recording Trusted Intermediary’s Details on
Work Service Platform
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Show Slide 07 – Recording Trusted Intermediary’s
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Details on WSP
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To view the simulations please refer the participants to
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the Universal Credit Simulations and Screenshot
Walkthroughs intranet page which is within the
Learners Support Site.
http://intralink/1/jcp/directorates/hr/learning/coursesand
products/dwp_t750753.asp
The participants should scroll down to WS017 –
‘Recording Trusted Intermediary’s Details’ on WSP and
select the See It, Try It or Know It links for the
Recording Trusted Intermediary’s Details on Work
Service Platform simulation. Note the information at the
top of this intranet page which describes how to use the
hyperlinks.
Allow participants 10 minutes to complete this
simulation.
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Gathering Information
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Show Slide 08 – Information Gather During Interview
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Using your interviewing skills, you will be gathering
information in order to diagnose how far from work the
claimant is; what help and support they may need; and what
work related activities they will need to undertake in order to
get into work. Information gathered such as personal
circumstances, life events, skills, capabilities etc. will be
recorded on WSP.
As Universal Credit is paid monthly you will also need to be
aware of any difficulties this may cause and alleviate the
claimant’s concerns by explaining that help with personal
budgeting is available.
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Remember that a discussion around budgeting will form
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part of the Initial WSI. Personal Budgeting Support was
covered earlier in the routeway.
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English Language Screening
Ask the learners to access About Universal Credit and
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allow them 5 minutes to look through UC127 – English
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Language Screening Aid.
If you have already established that the claimant has
English Language Requirements and they are below E2,
you will not need to screen the claimant for English
speaking and can refer them directly to Skill Conditionality
for English Language Training.
For example if the claimant has brought an interpreter, it is
reasonable to assume they are below E2.
You can also get information from the Special Needs
indicator in WSP.
If after screening the claimant you identify that the claimant
is below E2:
explain the importance of English language skills for
finding work
identify and discuss available opportunities, using the
District Provision Tool for local provision
advise the claimant that it is mandatory to take steps to
address their need
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refer to the appropriate provision on WSP
incorporate agreed steps into the Claimant Commitment
issue claimant with letter UC205 Skills conditionality
notification of interview
This is a mandatory work related requirement and should be
recorded in Work Preparation on the Claimant Commitment
so that the claimant is aware of the consequences and
sanctions.
Claimants should be encouraged to bring in their own
interpreter but if required use the Bigword telephone
interpreting service to explain the mandatory requirements
of attending and participating in English Language training
and the consequences of not doing so.
Referral to provision is covered in WS005 – Managing
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Referrals to Provision
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How to create the Claimant Commitment is covered
later in this module.
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Although English Language Screening is used to gauge
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claimant’s English, the actual level will be
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determined by the Provider following a formal
assessment.
Only when the Provider assessment has been
completed and the claimant’s skills have been
confirmed as below level E2 can the claimant be
referred for training.
The training will generally last between 7 and 20 weeks, for
between 8 and 16 hours a week. While training, claimants
will still be expected to attend the jobcentre and undertake
other agreed activities.
Claimants who fail their final assessment and who are not
likely to move quickly into work may be re-mandated to
continue their course, if this is appropriate in their
circumstances.
After making the referral for assessment you will update the
WSP English Language Requirements marker. This is
located on General screen beneath the
Verified status.
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Show Slide 09 – WSP English Language Requirements
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Marker
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To update the English Language requirements marker in
WSP you navigate to General screen and select ELR
Assessment from the English Language Requirements drop
down list and choose from the following the following
options:
Blank
Not Applicable
ELR Assessment Completed
ELR Training
ELR Training Completed
ELR Exit
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Not in Employment Education or
Training(NEET)
For claimants who are 18 years of age you must consider
their NEET status
The claimant is treated as NEET from the date immediately
following the last date an 18 year old claimant took part in
employment, education or training. In terms of NEET, apply
the following definitions:
Employment = any paid work (including part-time, temporary
and self-employment); it does not include voluntary work.
Education = any formal course of education (full or part
time)
Training = any formal employment related training course
(full or part time and including ‘Basic Skills’); it does not
include Work Experience, Support Contract modules, CV
writing etc.
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For more information enter NEET in About Universal
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Credit search.
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At the Initial WSI:
ask the claimant when they last did any employment,
education or training to identify the NEET date
calculate the NEET date
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IMPORTANT - The following slides for this topic can be
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found in Topic 03 (Part B) Information Gather &
Diagnosis
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Show Slide 02 – NEET
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select the
Personal screen from the information menu in
WSP
set the WSP NEET tick box
insert the appropriate NEET date
select
Save
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Diagnosis of Capability and
Circumstances
You will have a detailed conversation with the claimant to
establish any underlying personal circumstances, and to
explore realistic and achievable goals.
Throughout the interview your focus should be on the
positives – what the claimant can do rather than what they
cannot do. This will assist you in recording the correct
information on WSP before producing a Claimant
Commitment that is tailored to the needs and circumstances
of the claimant.
It is important that the Claimant Commitment should be
robust, and effective in providing the claimant with the best
prospects of finding paid work, more paid work or increasing
their earnings.
Accurate in depth information needs to be gathered in
relation to the claimants personal circumstances/life events,
including such things as:
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health issues/disability
caring responsibilities
drug or alcohol dependency
homelessness
domestic violence
This list is not exhaustive.
These details will be used to determine the claimant’s hours
of availability to take up work, their availability to attend an
interview and also to determine the required hours of work
search.
If a claimant is caring for a child the age of the child will
determine the claimant’s work related requirements.
Explore and evaluate the claimant’s work history, job goals
and skills/abilities in order to determine any support required.
All of the information gathered will be used to set tailored
work related requirements that are recorded on the Claimant
Commitment.
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For claimants in the All Work Related Requirements
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group existing guidance applies when looking at the
reason for leaving last employment.
If the reason for leaving work is leaving employment
voluntarily, loss of employment/ pay through
misconduct, dismissed, leaving a zero hours contract
job voluntarily or through misconduct then further
information will be gathered and referred to a Decision
Maker.
Any loss of pay or paid employment prior to the
commencement of Universal Credit is known as a pre
claim failure.
During the data gather details of employment history will
have been recorded in the ‘Information’ menu on WSP
record under ‘Employment History’. However more
information may need to be gathered.
If the claimant has indicated that they left their last
employment due to misconduct or leaving voluntarily, you
must issue form UC84/84a and explain the importance, of
completing this form.
The claimant must be encouraged to complete the UC84
while still in the office as part of the initial interview, including
the ‘Contact your last employer consent’ part of the form.
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The importance of providing as much information as possible
to allow the DM to make a decision and to avoid any delay in
payment must be stressed to the claimant.
All basic claimant information should have been input
before the date of the interview. The claimant record
should be ready for you to carry out your interview
preparation.
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Show Slide 03 – Health
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A claimant with a health condition may state that they cannot
stand for long periods of time and have to sit frequently.
A claimant's mental health may also be an important factor in
determining capability, not just physical conditions.
Ask the claimant how this affects their day to day life.
Again the focus of the conversation must be on what the
claimant can do rather than what they cannot do. For
example, can they walk and sit without a problem.
Diagnose the extent to which the claimant is motivated and
positively committed to complying with actions and
expectations and consider appropriate work related activities
where required.
One of the steps on the Claimant Commitment may be to
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attend an appointment with the DEA. This step must be put
in the Other Work Related Activity (which we will look at later
in this learning) as a claimant cannot be mandated to attend
a DEA appointment.
When diagnosing capability and circumstances it is important
to consider the extent of the claimant’s work history.
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Where a claimant has a strong work history you may allow
them to restrict their job search to a particular job, location
and/or salary for which they have recent experience.
This would be an acceptable restriction if you agree that the
limitations do not unduly affect the claimant’s chances of
getting back into work. This will be at your discretion.
The term used is
permitted period.
The maximum time allowed for a permitted period is 3
months but this is the maximum and you have discretion to
set a limit within this time.
Where there is no limitation on the type of work, salary or
location, the claimant will be expected to look for and take up
any suitable paid work, paying at least the national minimum
wage.
The Work Coach must assess the realism of the
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restriction before allowing it in the light of previous work
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history and local labour market conditions.
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Show Slide 04 – Permitted Period
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If a Permitted Period is required you will need to take the
following action on WSP:
select
Yes (The ‘Permitted Period Date’ box will pre
populated with a date 13 weeks from the date of the
interview. This date can be amended)
select
Calendar look up icon (If a date prior to the 13
weeks pre-populated date is required)
select the
end date of the permitted period
select
Claimant Commitment Consideration (This is
free text and this will include the reasons for allowing the
Permitted Period)
Select Save and Close
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Availability
When might a claimant need to limit their availability and
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work search activity?
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claimants who become sick and are awaiting the
outcome of a Work Capability Assessment
claimants experiencing a domestic emergency such as
death of a friend/relative
claimants with caring responsibilities (as mentioned
previously)
During the lifetime of their claim the claimant may, due
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to changing personal circumstances/life events, move
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into one of the alternative Conditionality Groups outlined
earlier in this learning. This will require a new Claimant
Commitment tailored to their new circumstances.
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Show Slide 05 – Availability
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When setting a claimant’s availability there is an expectation
that for the All Work Related Requirements group most
claimants will be available:
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to take up a full time job
start work immediately
to attend an interview immediately
About Universal Credit states:
‘Whilst the European Union Work Time Direct is set at 48
hours per week, Universal Credit will not expect everyone to
be looking for exactly 48 hours or restrict a claimant to those
hours.
Work Coaches will need to take into account the number or
hours deemed as full-time for a job type. For example,
outside of London, full-time in the Civil Service is defined as
37 hours, for a postman it is 40 hours.’
Note: claimants are only expected to undertake work related
activities for a maximum of 35 hours per week.
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Lead a discussion around the difference between the
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Working time directive of 48 hours and the work search
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activity of 35 hours to ensure understanding.
For example, a note to check the participants’
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understanding.
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If a claimant is required to undertake full time work they will
be required to look for work for a maximum of 35 hours per
week. If a claimant is limited to undertaking work for 20
hours, they will only be required to look for work for 20 hours
a week.
If a claimant asks to set limitations on the days they are
available to work due to their ‘firmly held beliefs’, this in itself
should not stop the claimant looking for full time hours.
For example, a claimant whose faith dictates they cannot
work on a Saturday or Sunday (their Sabbath) can still have
full time availability for work over the remaining 6 days of the
week.
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Voluntary Work
Consider discussing, and promoting the benefits of voluntary
work during all interviews with claimants, especially those
who are not supported by the availability of mandatory
provision.
Volunteering opportunities will vary from District to District.
Use the District Provision Tool or local equivalent Directory
for local information.
Claimants can be encouraged to approach charities
themselves or to contact a local volunteering organisation.
A claimant’s intention to seek voluntary work will be recorded
on the Claimant Commitment.
Hours spent undertaking voluntary work may be taken into
consideration as part of their 35 hour work search.
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Further information on Voluntary work is covered later in
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Learners may wish to consider signposting claimants to
the Do.it.org website for information on Voluntary Work
opportunities.
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Show Slide 06 – Day 1 Conditionality
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When the Initial WSI was booked it would have been agreed
with the claimant a set of activities for Day 1 Conditionality.
These activities are:
set up an email address
create a CV
create a Universal Jobmatch account
At the Initial WSI establish if the claimant has completed any
or all of these Day 1 Conditionality activities.
If the claimant hasn’t completed any of these activities, the
WC considers whether it is reasonable to mandate them to
do so. Where it is reasonable, the WC records the Day 1
activity within the work preparation activities on the Claimant
Commitment.
If the claimant has MAPPA restrictions which prevent access
to the internet or the claimant does not have sufficient IT
skills to set up a CV as a Work Coach you will use local
provision to overcome these challenges.
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Intensive Activity Programme
Intensive Activity Programme (IAP) is for claimants aged
between 18 and 24 in the AWRR Intensive Conditionality
regime who are not currently in education, employment or
training.
Claimants are exempt from IAP if they are:
Work Programme returners
have a UCB marker
a prison leaver
IAP Overview
IAP builds on the requirements of Day 1 Conditionality by
positively challenging and fully testing a claimant’s
commitment to take positive steps to secure employment.
IAP enables the claimant to develop their job seeking
capability, reducing dependency on Work Coach support
whilst increasing their ability to access digital services.
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IAP requires claimants to:
attend two 90 minute group workshops, each followed by
a follow-up interview with their individual Work Coach
follow a structured employability curriculum with most
claimants completing on average, 71 hours of specific
IAP activity. The 71 hours will be included as part of the
claimant’s work search activity
cover a broad range of work focused activities to help
secure a positive employment outcome (e.g. speculative
job applications) in addition to a comprehensive work
search in the first 21 days of their claim
Claimant’s will still be required to look for work for 35
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hours a week whilst on IAP (or whatever is reasonable in
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their circumstance)
A lot of the tools and techniques used in IAP are not new, but
the way they have been put together in a range of activities
is. IAP will raise the claimant’s awareness of modern job
seeking methods by using a combination of the IAP products
and effective coaching.
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Show Slide 07 Aim of IAP
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The aim is that by the end of this intensive support period
claimants:
are ‘anchored’ to a higher level of job seeking
understand what high quality job seeking looks like
have ‘experienced’ high quality job seeking
have demonstrated their competence in the modern
labour market
have received feedback and are motivated to maintain
these positive job seeking behaviours
At the end of IAP, a claimant should be self-sufficient in
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the basic skills to look for and secure sustainable work.
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Details of what is covered in the IAP workshops can be
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found be in About Universal Credit by entering
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‘Conducting an Intensive Activity Programme group
workshop’ into search.
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Is the claimant suitable for IAP?
Before referring the claimant to IAP you will need to consider
if IAP is suitable for them.
If the claimant has any barriers to work you will need to
consider other forms of support rather than IAP.
Barriers could include:
health conditions
carer requirements
language requirements
If the claimant is fully engaged with the labour market, work
ready and not in need of intensive support, IAP would not be
suitable.
If the claimant is not suitable for IAP but has completed the
Getting Started handbook, explain that the information will be
used as a basis for their future work search /work preparation
activities.
Account Developers issue a Getting Started handbook to
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claimants aged between 18 and 24 prior to the Initial
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WSI. Issue of the handbook will have been recorded in
WSP notes.
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If the claimant is suitable for IAP:
issue a Getting Started Handbook (if they haven’t
already been issued one) and record the issue in WSP
notes
explain IAP and discuss the IAP Work Focused Activities
with claimant
Access About Universal Credit and enter:
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‘Intensive Activity Programme actions at the Initial Work
Search Interview’ into search.
Scroll down to ‘IAP Work Focused Activities’ and allow
the learners 5 minutes to read the information they will
need to discuss with claimants who are suitable for IAP.
When discussing IAP Work Focused Activities ensure
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the claimant is aware the activities are mandatory. It is
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the responsibility of the claimant to complete the
activities to the best of their ability and within the time
specified. As a Work Coach your role will be to help
them achieve this.
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Show Slide 08 – Excuse interventions
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If the claimant is suitable for IAP, the claimant’s interventions
should be excused for the period they are participating in the
IAP.
Take the following action on WSP:
select ‘Intervention Regime’ from the left hand pane
select within the ‘Excused Interventions’ box to activate it
select ‘Add New Excused Intervention’
enter Excused reason ‘IAP work restrictions’
enter ‘From Date’ (the next intervention date)
enter ‘To Date’ (the next intervention date)
select ‘Save &Close’
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Show Slide 09 – Add claimant to IAP group workshop
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Add a claimant to an IAP group workshop is also
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covered in the About Universal Credit by entering the
following into search:
‘Intensive Activity Programme adding or cancelling a
claimant from a group workshop’
Add the claimant to the workshop ‘IAP group workshop 1’as
follows:
from the claimant ‘General’ screen select ‘Activities’ from
the common menu
select ‘Add New Activity’ from the ribbon
select ‘Service Activity’ from the dropdown
select ‘Schedule’ from the ribbon. This will display a
schedule service activity window
select ‘Look Up’ in the service field and select ‘IAP
Workshop 1 claimant rule’ from the ‘Look Up’ menu
select ‘OK’
select ‘Find Available Time’ this will display a list of
workshops with available capacity
select the required workshop
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select ‘Schedule’ this will display the new workshop time
and date displayed
The same process will be required to book the claimant
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onto IAP Workshop 2. Only book a claimant onto IAP
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Workshop 2 when they have attended IAP Workshop 1.
After booking the IAP workshop complete form UC128 -
Notify Booked Appointment, and issue to the claimant.
UC128 can be issued either face to face or electronically.
Inform the claimant that they will need to bring a pen and
paper to the workshop as they will be required to complete
work search activities and take notes.
On-going WSI
After booking the IAP workshop, book an on-going WSI (for
up to 20 minutes) as soon as possible after the IAP
workshop so that you can support and review the work
focused activities that will be set at the workshop.
The on-going WSI can be conducted over the telephone or
face to face.
Inform the claimant of the date and time of the on-going
WSI and the consequences of failing to attend/participate
without good reason.
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Show Slide 10 – Update IAP status
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Update the IAP status to ‘Started’ as follows:
select the ‘Look Up’ icon in the IAP status field on the
claimant’s ‘General’ screen to display the look-up record.
The following options will display:
Started – select if the claimant is suitable for IAP
Entered in error
Completed – select when all work focused activities
set when on IAP have been completed to a
satisfactory standard
Exempt – Work Programme returner, Prison leaver,
claimant with UCB marker
Not applicable – select if the claimant not suitable
for IAP
Select ‘OK’
After selecting ‘OK’ the ‘IAP Status Date’ field will display.
This is a mandatory field, once the status has been entered.
Enter todays date. Once you have entered the ‘IAP Status
Date’ save your actions.
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Claimant cannot attend IAP workshop
If a claimant contacts you to say they are unable to attend or
asks to rearrange their IAP group workshop, determine if the
claimant’s reasons are acceptable or not. Consider if the
claimant has a history of rearranging and cancelling
appointments. Failed to attend action may be required.
Check WSP notes for details of any previous requests. If the
reasons are not acceptable take business as usual action.
If the claimant’s reasons are acceptable:
cancel the claimant from their attendance on an existing
IAP workshop
add the claimant to a further IAP workshop and issue
form UC128 with details of the appointment
record the reasons on WSP notes
Care must be taken to cancel the claimant’s attendance from
the IAP workshop and that you do not cancel the IAP
workshop.
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IAP workshops do not show as appointments but as
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activities. If a claimant contacts you to state they are
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unable to attend an appointment you will need to check
‘activities’ in WSP to see if an IAP workshop has been
booked.
A telephony agent/account developer may also cancel
and book claimants onto IAP workshops.
Details on how to cancel and book a claimant onto an IAP
workshop can be found in the following guide reference:
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In About Universal Credit enter:
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‘Intensive Activity Programme adding or cancelling a
claimant from a group session’ into search.
Access the above guide reference and take 5 minutes to
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look at the action to take to cancel a claimant from a
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workshop and book a claimant on to a further IAP
workshop. If learners are not familiar with form UC128 -
Notify Booked Appointment, ask them to view the form
during this activity. Answer any learner questions.
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Conducting IAP Group 1 or 2 session
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The following information on delivering IAP Group 1 or 2
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sessions may not be relevant to all learners as not all
Work Coaches will deliver IAP.
If you are responsible for delivering IAP Group 1 or 2
workshops you will need to:
view the list of attendees
conduct the IAP Group 1 & 2 workshops using the IAP
Group 1 & 2 facilitator packs
Update the Activity Status for each claimant attending
the group sessions
When the facilitator accesses the list of IAP workshop
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attendees, the ‘Status Reason’ for claimants will display
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as ‘Reserved’.
The ‘Status Reason’ will only update to show the
outcome of the IAP workshop e.g. FTA when the
facilitator updates the ‘Activity Status’.
After the ‘Activity Status’ has been updated, selecting
the refresh button within the IAP Workshop screen will
update the ‘Status Reason.’
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The IAP facilitator packs have not been developed by
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Learning & Development. Management within the UC
Outlet will be responsible for selecting who will facilitate
the workshops and advise on where these packs can be
obtained and who can answer any queries on the packs.
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For information on how to view the list of attendees, an
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overview of the IAP sessions and updating the Activity
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Status, search in About Universal Credit for:
‘Conducting an Intensive Activity Programme Workshop’
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If any of the learners will be delivering IAP sessions
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consider discussing the content and any concerns
raised from the reference given above in About
Universal Credit.
The remainder of this learning is for all Work Coaches.
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Follow up interview – claimant attended IAP
As mentioned previously the claimant will attend a follow up
interview with you as their Work Coach after each IAP
workshop.
At the follow up interview check if the claimant has attended
their IAP Workshop and establish if they are progressing with
the activities set, and if any support is required.
Agree the method and timescales for activities set during the
IAP workshop.
Update the Claimant Commitment work preparation
mandatory activity and agree timescales based on the
progress the claimant is making and ensure you review and
update it in order to support the claimant’s journey into work.
You can set work search and work preparation activities in
addition to those set at the IAP workshop to ensure that the
claimant is fully engaged for up to 35 hours depending on
their individual circumstances.
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Follow up interview – claimant failed to attend
IAP
If the claimant failed to attend or participate in their IAP
workshop you should discuss the reason with the claimant,
address any concerns they may have and highlight the
activities that are covered on the IAP workshops.
If attendance on the IAP is still appropriate you will need to
re-book the claimant onto the IAP session that they failed to
attend and take the required FTA action.
Book an Exit Interview
At the follow-up interview for IAP workshop 2 you will need to
book an Exit Interview and explain the purpose to the
claimant. The exit interview is a standard 20 minute WSI.
The purpose of the interview is to ensure that the claimant
has completed all of the activities set during the IAP
workshops.
When booking the exit interview you will need to allow a
reasonable timescale for the claimant to have completed the
activities. IAP is not expected to last longer than 21-28 days.
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Show Slide 11 – Exit Interview
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IAP activities met
At the Exit interview, if the claimant has completed all of the
IAP work related activities to a satisfactory standard you will
need to:
complete form UC444 - My Feedback with the claimant.
complete form UC443 - My Employer Research with the
claimant
identify the work the claimant is expected to look and be
available for
establish work search and work preparation
requirements
encourage the claimant to look and prepare for work,
task them to build their work search both in terms of the
type of work and geographical area to move into work
explain the level of on-going support (e.g. by telephone,
electronically or face to face) and regular face to face
Work Search Reviews, to check progress and that the
claimant is meeting their work related requirements
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determine the timing and frequency of these contacts
taking into account the claimant’s personal
circumstances
create an AWRR Intensive Claimant Commitment
Set the IAP status as ‘Completed’ on WSP.
Further information on the action to take within an Exit
interview and additional information on supporting young
people can be found in the following guide reference:
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In About Universal Credit search for ‘Intensive Activity
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Programme Exit Interview’.
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If learners are not familiar with forms UC443 and UC444,
ask them to view these as well. Answer any questions
before moving on.
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Exit Interview – activities not met
If the claimant has not carried out all the IAP work focused
activities to a satisfactory level you should raise a doubt. The
claimant should be mandated to undertake all of the
outstanding work focused activities within their capabilities.
Update the work preparation field within WSP and create a
new AWRR Intensive Claimant Commitment.
The IAP status must not be marked as ‘Completed’ and a
further exit interview booked.
Update WSP notes with all the activities undertaken.
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Show Slide 12 – Escalate Claimant Queries
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If a claimant raises a query at the Initial WSI that you cannot
resolve you will need to escalate the query.
If the query is work related you will need to conduct a warm
handover to a suitably skilled member of staff or your team
leader. A warm handover involves explaining the nature of
the query to the member of staff/team leader and then
introducing the claimant to the staff member.
Update WSP general notes with details of the action already
taken and the reason why the enquiry could not be
answered.
If the query is not work related you will need to provide the
claimant with the contact details for the Service Centre for
them to contact and update WSP general notes with details
of the action taken.
If the claimant has complex needs and requires additional
support you will need to complete a warm handover to a
PASA who will either deal with the query or contact the
Service Centre on behalf of the claimant. If a change in
circumstances is reported at the Initial WSI re refer the
claimant back to the Service Centre to report the change.
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Show Slide 13 – Signposting
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Signposting is when you direct a claimant to an organisation
that does not have a direct link/relationship to DWP.
Signposting can be a single activity, or several activities,
with a defined target(s); address personal circumstances or
life events at this time (debt problems, medical condition etc)
to becoming work ready that is considered a pre-requisite to
the claimant moving towards or finding work.
You should be reasonable, having regard to the claimant’s
personal circumstances at this time, in particular a claimants
health, medical condition, carers/childcare (for example, it
may not be reasonable for a Lone Parent to leave a child
aged 15 with learning disabilities unsupervised).
When recording the information on the Claimant
Commitment you should include timescales, expected
outcomes and other relevant information.
You will now walk-through the appropriate activity on WSP
to record that the signposting has taken place.
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Simulation – Recording Signposting
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To view the simulations please refer the learners to the
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Universal Credit Simulations and Screenshot
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Walkthroughs intranet page which is within the
Learners Support Site.
http://intralink/1/jcp/directorates/hr/learning/coursesand
products/dwp_t750753.asp
The learners should scroll down to WS017 Initial Work
Search Interview and select the See It, Try It or Know It
links for the ‘Recording Signposting.’ Note the
information at the top of this intranet page which
describes how to use the hyperlinks.
Allow the learners 10 minutes to complete this
simulation
In the next topic, we will go on to consider some of the key
skills and behaviours to be used when helping claimants
back to work, with special emphasis on claimants reporting a
health problem .
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Topic Summary
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Show Slide 15 – Topic Summary
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In this topic you have learned:
the purpose of the Initial WSI
Trusted Intermediary/Informal Representative
English Language Requirements
NEET
considerations of claimant availability and circumstances
Permitted Period
Intensive Activity Programme
signposting
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