CHAPTER FIVE: ENGAGING WITH THE SERVICE
5.1 This section examines how participants found out about, and engaged with the Wise Group Next Steps and One Plus Sustainable Employment programmes, and what their needs and expectations were with regard to the service, and how it might help them to move forward.
Finding out about the programme
5.2 Clients from the Wise Group and The One Plus Sustainable Employment Project found out about the sustainable employment projects via a number of sources and channels within the wider organisation and, for some One Plus participants, from other third parties.
5.3 All Next Steps clients are referred to the project internally by other Wise Group projects, if such projects are of the opinion that their clients would benefit from participating in Next Steps activities and are sufficiently motivated to progress.
5.4 A sizeable number the One Plus Sustainable Employment Project clients were initially referred by Jobcentre Plus. One Plus suggested that in the first six months they had had more referrals from New Deal for Lone Parents advisors than they had had in the previous two years, as a result of extensive networking and promotional activity with local Jobcentres. Next Steps stated that they had very little by way of interaction with the Jobcentre on this particular project (though had not expected to).
5.5 Next Steps clients were already aware of the Wise Group having been referred from other Wise Group programmes to Next Steps. They had initially found out about the Wise Group as a result of advertising/marketing or promotion for the project, including advertising on public transport being mentioned by a number of clients, or at a 'roadshow'.
5.6 One client, a refugee with two children, had been in Glasgow for six years, and found out about One Plus following her status being confirmed and visiting the Skills Shop:
"I was having real difficulties with the children, and problems with finance. My son is deaf, and I needed support. I wasn't getting what I needed from the Jobcentre. I wanted something where I could use my language skills (Arabic). (One Plus Sustainable Employment Project)
5.7 A very small number heard about both projects via 'word of mouth' - having a friend or neighbour that was participating and being persuaded to find out for themselves.
5.8 It could be argued that those clients who were already engaged with either organisation had effectively already begun the process of actively taking steps back to work. Analysis of some client discussions, however, indicate that for some women (in particular), receiving information from someone known to them personally who'd seen posters or who had attended open days or information events was a trigger to further exploration. Essentially, the impact of friend or family support for some was instrumental in encouraging participation.
Client needs and expectations
5.9 Client needs and, indeed, client expectations were essentially based around the distinct characteristics of the two organisations' caseloads. Next Steps clients, for example, were mostly male, with fewer dependents or caring responsibilities, whilst the One Plus Sustainable Employment Project clients had greater caring responsibilities and hence greater needs around childcare.
5.10 Invariably, Next Steps clients had been often unemployed for a significantly longer time, and/or had employment histories in declining industries. Many had experienced multiple redundancies or had worked in sectors which were seasonal. This cohort sometimes experienced difficulties in dealing with the expectations of the workplace in terms of appropriate communication styles and expected attitudes and behaviours. Indeed a number that participated in this research readily confessed to having problems managing their anger as a result of their inability to find, to their mind, suitable employment that was well paid. Underpinning this, for a sizable proportion of Next Steps clients, was poor physical or mental health, with some having conditions which were clearly impacting on their ability to find work.
5.11 Nevertheless, there were common needs articulated by respondents from both samples, including:
- One to one personal support
- Help with job search (including CV compilation, applications and mock interviews)
- Coaching
- Confidence-building
- Work experience
- Mentoring
- Training
- Debt advice, and
- Benefits/tax credit information and assistance with claiming.
5.12 Both the One Plus Sustainable Employment Project and Next Steps staff recognised the need for their clients to have an individualised service as opposed to a 'one size' fits all approach, but that there were common types of support that needed to be provided. Most clients who had been out of the labour market for some time needed support to re-build confidence and to then develop social and communication skills that are necessary in the workplace. Many clients needed hands-on experience of employment - real work experience and work placements. Virtually all clients needed, or continued to need, support in searching for jobs - compiling CVs, making applications, undertaking mock interviews. Access to in-house and external training in different subject matters, of a vocational and non-vocational type was identified as a need by virtually all clients. IT training was highly valued, particularly by those who had previously worked in blue-collar occupations.
5.13 Some clients, again in both organisations, had additional support needs as a result of complex personal circumstances. Client interviews with those who had an offending background indicated a need for counselling support, which tended to be provided internally, by way of coaching or mentoring. It was a similar picture for those clients who experienced depression or other forms of poor mental health. There was some evidence of signposting to external counselling support, though this tended to be for the One Plus Sustainable Employment Project clients, with the Wise Group tending to provide this as part of their one to one support to clients.
5.14 Among both the One Plus Sustainable Employment Project and Next Steps clients there were examples of financial difficulties. A number, both men and women in both organisations, claimed that they were unaware of tax credits and/or didn't know how to go about applying for them. Undoubtedly, efforts to demystify the complexities of the system were essential for many who were unemployed or on Incapacity Benefit, in order that they could consider re-training. There was also evidence to suggest that personal debt was a real issue for clients, particularly for One Plus clients, with some needing intensive support and skilled advice as a result of accumulating debts via mail order catalogues, credit cards and via illegal money-lenders.
5.15 For those with budgeting difficulties contemplating a transition into employment, it could be a difficult time. A One Plus Sustainable Employment Project client described her situation:
"I had to borrow money from friends to get me through that first four weeks. It's really hard - you never seem to quite get on top of things." (One Plus Sustainable Employment Project)
5.16 That was also apparent for some One Plus Sustainable Employment Project clients was the realisation of how much support was initially needed in different areas, thus:
"I needed real help sorting my finances out. Ended up being referred to a debt counsellor. Then had to make sure that childcare was in place. Then I had to check out what transport was available. And at some stage, I remembered thinking, do I need to get something new to wear? Thank God [adviser] was around to help me with all the practical stuff, otherwise I think it would have been too much to deal with." (One Plus Sustainable Employment Project)
5.17 What was apparent for both the One Plus Sustainable Employment Project and Next Steps was the key role of staff in both organisations in terms of managing client expectations, and being able to articulate what was feasible or realistic and what was not. It was evident that some clients had somewhat unrealistic expectations about what might be available. Whilst there was an abundance of practical and financial support made available to clients for work-related items (bus passes, help with rent during the transition to employment, assistance to pay for SVQs or training materials, childcare etc), some clients suggested, for example, that they needed help to buy a computer or even a car, which the providers, in their view, did not have the resources to support.
5.18 Overall, therefore, there were both similarities and differences between the two projects, in terms of entry to the programme and expectations from clients about how the programme could help them. Job search support and work experience was a common expectation, along with one to one support personal support from advisers. For One Plus clients, there was a need for help with accessing (and paying for) childcare as well as finding work opportunities that fitted with childcare responsibilities, and opportunities for training (or refresher courses) that were appropriate to their needs. Addressing low confidence and self-esteem was also a clear need. For Next Steps clients, many of whom had had significant periods of unemployment, the need to retrain or obtain new skills was perhaps more prominent, along with finding opportunities that could be managed alongside health problems.