Client needs for coherent information, advice and guidance services ...

that were not Jobcentre generated (e.g. vacancies found through local newspapers).
This felt like a ‘tick box’ approach, rather than a service rooted in their needs.
594 Lack of on-going support was raised by several clients as a barrier to coherence. 22
Aftercare services were seen as very important as they provided on-going support
and encouragement, following IAG. For example, some projects with a focus on job
search make regular contact with their clients to inform them of new and suitable
job opportunities, or simply to find out if the individual requires further help.
Inflexibility of provision
595 The inflexibility of Jobcentre services was found to be a barrier to coherence for
some clients. In particular, clients with qualifications and experience complained
that they were required to join training programmes that were at an inappropriate
level and of little value to them. Furthermore, the training available tended to be at
a low level and offered little opportunity for progression. The requirement to
participate was linked to duration of unemployment, rather than individual need. 23
596 The continued pressure to find work was viewed as a barrier by some clients who felt
that their training could, in the longer term, lead to increased chance of sustained
employment. This was a view expressed by a group of unemployed adults on basic
skills training. All felt they were benefiting from the training and that, given time, it
would increase their chances of finding work. However, only a limited period of
training was allowed before they were taken off the programme and expected to
continue to seek work.
Factors impacting on young people
597 Several of the above issues are less relevant to young people, most of whom appear
to have an understanding of the range of ways in which Connexions can provide
support. However, one source of confusion for young people was the respective
responsibilities of Connexions and Jobcentre Plus for clients aged 16 to 19. Young
people wishing to obtain employment reported that Jobcentres had few jobs
appropriate to young people, whilst the emphasis and expertise of Connexions is
perceived as being more about learning and training than work.
598 Some young people reported that they find it difficult to access services effectively
without the support of an adult. One group commented that they had approached
several agencies in relation to their support needs without making much progress,
until they were accompanied by their Connexions personal adviser. The allocation of
a personal adviser is an important factor in facilitating coherence across a wide
range of services.
599 Other young people felt that pressure (from teachers, careers advisers and parents)
to achieve qualifications and pursue academic routes through FE and HE, had
resulted in inappropriate career choices. This group felt that the problem had been
22 For example, New Deal lone parent advisers were criticised in one area for failing to contact clients, and offering very
little support or encouragement outside of pre-arranged meetings with the adviser.
23 An example of the impact of inflexibility within the system came from an individual who was planning self-employment
and was keen to participate in the business start-up training offered through New Deal. There were no places available on
the relevant course at that time and, due to the duration of unemployment, the individual was required to attend another
training programme in which he had little interest. This was not only seen as a waste of time but also prevented the
individual taking up a place on the subsequent business start-up course, as he would not become eligible for further
training for some time.
A further example of perceived inflexibility of the Jobcentre came from a woman who was highly satisfied with the
service she was receiving through a jobs and training workshop. However, the Jobcentre was insisting that she participate
in its own contracted provision rather than continue to use what she considered to be a superior service.
43