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

Advisers would like to see more ESOL provision that offers language development
within the context of seeking work, as pure language tuition often results in slow
progress and does not address the issues most relevant to the client group (e.g.
dealing with interviews and application forms).
688 Refugees and asylum seekers are eligible for early entry to New Deal. However,
without bilingual provision, there is often little if any suitable provision until their
language skills have developed sufficiently for participation in New Deal training.
This leaves an unproductive period at the front end.
689 Coincidentally, the high proportion of clients with English as a second language puts
pressure on Jobcentre advisers. Interpreters can be arranged, but more time is
required for the interviews; moreover, advisers still find it difficult to identify the real
needs and issues that are acting as barriers to these clients.
Gaps in support services
690 The following gaps in support services were mentioned as having a negative impact
on coherence.
• A number of advisers reported serious difficulties for young people aged 16 and
17 who are homeless. There is very little housing available to this group, despite
significant numbers who are estranged from their families and have become
homeless.
• Anger management provision is rarely available for young people (and adults).
• Lack of mental health provision and/or lack of effective links with mental health
specialists were identified as significant gaps by some providers. 37
Limited in-work provision
691 As noted already, we only visited one in-work provider, and so our comments on this
aspect need to be treated with caution. The consensus, from mainstream IAG
providers, was that few employers 38 promote training and development, and that
employers are sensitive about external intervention, particularly when they suffer
chronic staff retention problems.
692 There appears to be an on-going need to work with employers, arguing the case for
employee development and promoting IAG services generally. 39
Client attitudes
693 Many advisers mentioned client attitudes as an important barrier to making
progress (and hence coherence). The following examples were cited:-
• Lack of realism, low confidence and low expectations were all seen as barriers
that prevent clients from moving forward.
• Many clients, particularly amongst the unemployed, are unwilling to consider
opportunities that are not close to home - and transport difficulties are a barrier
for many jobs even within the locality. Even where local public transport is
good, many industrial estates (and other areas where jobs are concentrated) are
poorly served by the local transport system.
• Where clients are unwilling to accept the need for help (e.g. with basic skills or
substance abuse) there is often little advisers can do to address the issues.
37 This was particularly acute in one area where no support could be found to help a young person who was not in
education, even though services were available for other groups (including those in full-time education). This put a lot of
pressure on the adviser who was reluctant to ‘drop’ the client, but felt out of his/her depth in relation to the specific need.
38 especially employers with high proportions of blue-collar workers
39 However, few IAG providers currently target employers.
57