Appendix F:
Liaison with ES

Introduction

As part of our inspection we included a study of interface and liaison arrangements between Powys and ES. Our study was restricted to those interface areas that have a direct impact on the administration of HB and CTB, including:

• the SLA
• formal and informal communication between ES and Powys
• sharing information and intelligence.

The purpose of this study was to identify the extent and nature of liaison between ES and Powys. ES sees its priority as labour market activity, but given the frequent and direct contact it has with jobseekers, it has an important part to play in the administration not only of JSA, but consequently HB and CTB.

Our fieldwork was restricted to 3 workshops where we interviewed ES staff from all 4 jobcentres. The staff who took part in the workshops represented both front-line and claimant advisory areas of business.

Background

The 4 jobcentres that share the same geographical boundaries as Powys are:

• Brecon, which interfaces with the Brecknockshire LA office and Ebbw Vale BA
• Llandrindod Wells, which interfaces with the Radnorshire LA office and Newtown BA
• Newtown and Welshpool, which both interface with the Montgomeryshire LA office and Newtown BA.

All 4 jobcentres form part of the Mid Wales District, whose office is in Brecon.

At the time of our inspection JSA was not processed at any of the jobcentres, nor had it been for some time. Also at that time Newtown BA was running a programme of training for JSA processors and planned to place a BA representative in the jobcentres that interface with Newtown BA when this was complete.

Conclusions

There is no SLA in place between ES and Powys. In general we found that there is no direct contact and liaison appears to be indirect, through BA.

All staff were aware of the priorities for the efficient delivery of JSA. However, they were not fully aware of how their actions can directly affect the administration of HB and CTB.

Our study identified a number of strengths and good practices, including:

• most jobcentres date stamp NHB1 forms
• effective action is taken when a jobseeker fails to sign
• effective notification is sent to BA on claim closure
• a generally good standard of knowledge of EPs
• efficient arrangements for dispatch of NHB1-EP forms to BA.

We also identified a number of areas of concern and opportunities to improve, including:

• there is no SLA and no meetings or exchange visits
• there is no appointed liaison officer
• staff receive no HB/CTB awareness training
• jobseekers generally receive little advice on HB/CTB
• ES staff do not always issue NHB1A forms on notification of a change of address
• ES staff do not always advise jobseekers about EP provisions, nor always issue NHB1-EP forms
• an aide-mémoire specifically designed to help ES staff with HB/CTB matters was not fully used, nor were all staff aware of its provisions or even its existence.

Findings

An SLA documents and formalises arrangements for good liaison between 2 organisations. It is not mandatory for an SLA to be in place between LAs and ES. However, the model national SLA developed by the DSS Social Security Policy Group, ES and representatives of the LA associations sets out a framework for effective and efficient liaison.

In addition, jobcentres received an aide-mémoire in March 1999 from Jobseeker Mainstream Services Division. This document had the following 2 purposes:

• to remind jobcentre staff of the action they should take in the administration of HB/CTB
• to reduce the number of compensation claims made against ES as a result of failure to advise jobseekers about claiming EPs and the associated time limits.

In our study we examined the provision of the model SLA and the aide-mémoire. We then tested the interface between Powys and ES against the baseline obligations within these documents.

Service Level Agreement

We have already commented that there is no SLA between ES and Powys. This is perhaps due to a lack of understanding of each other’s roles. Encouragingly, during our inspection, ES staff expressed a desire to become better informed and management has agreed to address the issues raised in this report.

We consider that both parties should work together to develop a framework, in line with the national model, that suits local needs. In addition, all staff should be made fully aware of the contents of this document.

Liaison and meetings

The ES staff that we interviewed were of the opinion that there was no relationship at all between themselves and Powys. Most had little understanding of the entitlement conditions for HB or CTB, nor the impact that IS and JSA(IB) have on such claims. As a result, they do not appreciate the need for direct liaison and see BA as having the responsibility for the benefit delivery function.

BA and ES hold regular meetings to discuss and improve JSA administration and, indeed, these platforms serve as an indirect liaison between ES and Powys. We recommend that Powys should be included in these meetings to discuss and agree solutions to operational issues where necessary.

Exchange of information

Powys relies on accurate and timely information from ES to ensure correct and efficient delivery of HB and CTB. In this study we tested the processes ES has in place to deliver this information against the minimum obligations defined in the model SLA. We set out our findings in tabular form in the rest of this appendix.

New claims activity

On first contact with the jobcentre, a jobseeker receives a JSA claim pack and an appointment for a new jobseeker interview, which is usually held 2 to 3 days later. ES staff interviewed stated that the interviews are scheduled to last between 40 and 50 minutes and felt this was not enough time to cover both the benefit claim and labour market issues in detail. As part of the benefit claim aspect of the interview, staff carry out the processes defined in the SLA, as shown in Figure F.2.

We have already commented on the jobcentres’ failure to date stamp NHB1s.
If Powys gave HB/CTB awareness training to ES staff, this situation would not arise. Similarly the appointment of a liaison officer on each site could easily address such issues without the need to go through BA.

Changes of circumstances

Jobseekers attend the jobcentre once a fortnight to confirm that they are still available for work and actively seeking work and that they still satisfy the JSA entitlement conditions. In addition they should report any changes of circumstances to ES at that time or on a separate visit. ES staff should, if appropriate, remind jobseekers to report all changes to the LA as well.

Claim closure

ES staff see this as a priority area and send all correspondence to BA on the same day by fax or by mail.

Extended payments

Most staff we interviewed had a good knowledge of the EP entitlement conditions and the associated compensation scheme. They were clearly aware of the need to forward the NHB1-EP claim form to BA within the time limit. However, there was a lack of uniformity in the way jobseekers were advised and offered an NHB1-EP claim form.

There is a good foundation in place in this area, which could be enhanced by some remedial training and the full implementation of the guidance in the aide-mémoire.

Recommendations

Our recommendations are designed to improve and formalise the operational links between Powys and ES. In particular they are designed to improve the identification and transfer of appropriate information to maximise efficiency in the administration of benefits and counter fraud activity. We have provided a recommended interface action plan for Powys and ES at Figure F.6.

* Highlighted parts of this report are omitted from the published version as they may assist fraudsters or may contain confidential commercial information.