Job Centre Plus work coaches are the front line of work and welfare policy. They must apply common rules fairly to their customers’ individual situations.
It’s demanding and responsible work.
This quickly became clear last week when our research group met Epsom work coach Jamie Wright to talk about universal credit policy and self-employment.
UC has transformed the benefit system. As Jamie points out, the focus is now firmly on helping people into work as paid employees or self-employed, or at least improving their employability.
It’s fair to say implementation has been controversial. Films, documentaries, think-tanks, support charities, as well as politicians, have highlighted problems. There have been pauses and rethinks. Paying people on time is mission critical.
But the system is definitely listening and changing.
Jamie explains that efficiency – paying claimants on time and encouraging them to become self-reliant – has always been and remains central. Yet a growing range of services also shows a compassionate approach:
Self-employment policy
JCP recognises the challenge posed by the rapid expansion of self-employment. CARBS research* has shown the risks of setting up on your own, especially if you lack basic business know-how. Citizens Advice national research** has raised fears that UC would reduce incomes for many self-employed claimants.
How are work coaches helping customers who are, or want to be, self-employed? Jamie points to:
CARBS research volunteer John Dougill is impressed:
“The Gateway interview and contacts in the early stages of self-employment are reassuring. Together with a fair minimum income level they should help minimise the sort of casualties and misfits we have seen.
“We understand that some kind of MIF is a necessary protection for taxpayers. It’s no doubt a spur for some but a big problem for others who will need more advice and support.”
Jamie Wright says support in the community is important for all claimants:
“Building local partnerships is now a permanent item on our agenda. We know we can’t do everything ourselves if we’re going to give every customer the best possible service.
“We’ve begun organising meetings for community groups. The idea is to let local people and business know how we work and see where we can help each other. Local Citizens Advice is a great example. The Help to Claim service is directly relevant but free advice on employment and related issues is really important for our customers and the whole community”.
* Better Self-Employment, Citizens Advice Reigate and Banstead, November 2017 ** Universal Credit and Modern Employment: Non-traditional work, Citizens Advice, April 2018