Written evidence from Department for Work and Pensions

Executive Officer DWP Operations Work Coach

Department for Work and Pensions

Job description

DWP helps people move into, sustain and progress their employment opportunities
as well as supporting pensioners and protecting the most vulnerable in our society.
We work closely with stakeholders to deliver the very best service possible to each
and every customer.

We are looking for people who can provide excellent customer service, can
demonstrate good communication skills and a positive attitude to change, and are
able to work under pressure. You must have a clear commitment to, and where
possible, show examples of delivering an effective service to customers

Typical role includes:

Offering quality, dynamic, flexible, advice and support to underpin claimants
personalised commitment to job search actions, and support them to develop
the skills and activities they need to look for and obtain work in a digital
environment.
Supporting customers increasing their wages by supporting their employment
opportunities from their job offers into career opportunities.
Build positive relationships with claimants that encourage, motivate and build
trust through recognition, praise and reinforcing of positive behaviours and
completion of tasks, encouraging the achievements of further more stretching
goals and achievements
Proactively develop in-depth knowledge of the local labour market and
provision, recognising the roles that our Partners and Employers have in
helping our customers secure employment.
Ability to confidently use Digital services, navigate and coach others to use
digital job search methods i.e. job search websites, email, uploading
documents, social media
To promote the benefits of claimants planning their own Work Search or Work
Preparation Activities
Have an assigned caseload of Universal Credit, Jobseekers Allowance,
Employment Support Allowance & Income Support claimants for whom they
will be responsible, providing consistency and continuity of service
To be accountable for the level, frequency and intensity of contact they have
with each claimant by managing their own diary
Make timely decisions, based on the needs of the claimant, to refer them to
appropriate support
Promote high attendance rates at group sessions by explaining benefits to the
claimant
 To be accountable for the decisions made during interviews with claimants to
help move them back into sustained employment or prepare for work

Typical duties will include:

To make every contact count by coaching claimants to take responsibility for
getting themselves into work, sustaining work and developing their career.
Deliver a personalised service to claimants, identifying challenges to support
them back into work within the guidance framework provided
Responsible for identifying the range of provision available and referring
claimants appropriately to relevant supportive provision.
Coach claimants to develop the skills they need to look for and obtain
sustained employment, or, for some claimants, move them closer to work
Review the claimants Work Plan or other documentation to confirm the
claimant is available and actively seeking employment
Make timely decisions, based on the needs of the claimant, to refer them to
appropriate support
Identify conditionality doubts; take appropriate and timely action, keeping the
claimant fully informed throughout
Gather accurate information; ensuring documentary evidence has been
provided and coach individuals to take responsibility/manage their own work
search activity

To be successful you will need to demonstrate effective communication skills across

a wide range of diverse customers, along with the ability to understand complex
information and give explanations to the customer.

You must also be able to navigate a range of computer systems to action tasks as
well as coach others to use digital work searching. Youll also be required to handle
telephony queries and have the ability to manage difficult situations.

You will be required to undertake a work based qualification that will support you in
further developing your professional knowledge and skills for the role, and your
future career development. The qualifications will be undertaken in work time.

Essential Criteria:

Good standards of literacy and numeracy;

Ability to confidently use Digital services, navigate and coach others to use
digital job search methods i.e. job search websites, email, uploading
documents, social media;
Ability to communicate face to face and by phone;
The ability to communicate effectively with a wide range of diverse
people/customers;
The ability to understand complex information and give explanations to
people/customers;
The ability to navigate a range of computer systems;
 The ability to handle sensitive and challenging situations with people/
customers.

Benefits

Pensions
For successful candidates, pension schemes are available.

Things you need to know

Security

If you are a successful candidate you will be expected to undertake a Disclosure and
Barring Security check.

If you are a successful candidate you will be expected to undertake Basic Checks.

Nationality statement

Candidates will be subject to UK immigration requirements as well as Civil Service

Nationality Rules.

If applying for a role requiring security clearance, be aware that foreign or dual
nationality is not an automatic bar, but certain posts may have restrictions which
could affect those who do not have sole British nationality or who have personal
connections with countries outside the UK.

Selection process details

An application process with an initial sift being conducted using the civil service
online sift tool. A further sift, based on the lead competencies Managing a Quality
Service and Making Effective Decisions may be held if a large number of
applications are received.

After submission of your application you will be invited to complete an online test that
takes up to 30 minutes to complete. Example questions are available once logged in.
Please complete the online test at your earliest convenience as you will have until
midnight on XXX to submit your completed test. If you fail to complete the online test
before the deadline your application will be withdrawn.

PLEASE NOTE: The test is administered online and accessed via the Civil Service
Jobs website. Before candidates start the test, they need to check that they have a
good Internet connection. Clearing out cookies before starting will help to ensure that
candidates can complete the test without having access problems. Candidates can
complete the test on any laptop or desktop computer at work or home but need to
make sure that the computer they are using has a good Internet connection. You
CANNOT complete the CSIST on a mobile phone or tablet.
For full Online Test FAQ's please see the document attached to this vacancy.
To apply you must complete the application form and the competencies :

Managing a Quality Service

Making Effective Decisions

To complete the two competencies you will need to refer to the attached
Competency Framework.

Your competencies must be attached to your application and submitted by the

closing date advertised. If it is not attached, your application will not be considered.
Each competency should not exceed 250 words.

Those who pass the on-line test with the required score and the competency sift if
required will be invited to interview via an electronic notification to your
Communication Centre. If you are invited to an interview this will be to assess how
well you can demonstrate you have the competencies listed below.

Please note if you apply for multiple Work Coach adverts, we may sift and
interview you only once in which case your scores will be automatically carried
across to any other applications made.

All communications will be electronic therefore it is vitally important that you check
your Communication Centre regularly.

Once you receive the invite to interview you will need to access the system and book
yourself an interview slot.

Preparing for the interview:

If successful and invited for interview, candidates will be required to demonstrate
effectiveness against the following four competencies:

Managing a Quality Service

Making Effective Decisions
Building Capability, and
Leading and Communicating

You will need to provide the interview panel with examples of how you have
demonstrated each of the competencies. To prepare for the interview you will need
to refer to the attached Competency Framework and Applying For A Job.

Following interview, successful candidates will be notified of a start date or placed on

a waiting list for up to 6 months. Posts will be offered in strict merit order.

Selecting preferred locations:

If invited to interview you will be sent a list of locations where we have vacancies,
you will be asked to tick each location you wish to be considered for. We will not
make you an offer for any locations not ticked. As posts are offered in strict merit
order, if all the locations you have ticked have been filled you will be placed on a
reserve list for 6mths. As further vacancies arise we will revisit the reserve lists and
make offers.
Please note - those on reserve lists may be offered an FTA contract for similar roles
in another part of DWP operations

Reserved status
This is a Non Reserved post and is therefore open to UK, British Commonwealth and
European Economic Area (EEA) Nationals and certain non EEA members

Working for the Civil Service

The Civil Service embraces diversity and promotes equality of opportunity.
Applications from the UK Reserve Forces are welcome, as we aspire to be a model
employer of those who serve their country. We also offer a guaranteed interview
scheme (GIS) for disabled applicants who meet our minimum selection criteria. We
will not tolerate any form of discrimination.

Commissioners statement
The Civil Service recruits by merit on the basis of fair and open competition as
outlined in the Civil Service Commissions Recruitment Principles.

School leaving age statement

Candidates will be subject to UK school leaving age legislation.

Apply and further information

Contact point for applicants

Name:
Contact Email & Tel Number:
Suggest SPOCs details

Interview dates and location

You will have up until midnight on the closing date to complete the application on-
line.

Interview dates and locations to be confirmed these are likely to be between XXX-
XXX

Further information

The Civil Service is an equal opportunities employer and can offer many
development and progression opportunities for those who display the right talent and
commitment.
The full time working week for DWP is 37 hours (36 hours for London based staff).
You may be required to work at any time between the hours of 8am and 8pm on any
day between Monday to Friday and 9am to 5pm on Saturday.
DWP is a family friendly employer and part time and job sharing working patterns
within these hours may be available.
You will be given advance notice of your personal schedule (between the hours of
8.00am 8.00pm and 9.00am 5.00pm on a Saturday) and will have some flexibility
over this.
 Full learning and development for the role will be provided including Diversity &
Equality. Initial training and consolidation will take up to 10 weeks to complete,
dependent on the role, usually at the office location.
Candidates will be required to work full time Monday to Friday during the initial
training and consolidation period.
Work Coach roles are based in Jobcentres and will require face to face contact
with claimants.
These posts are subject to a 6 month probation period. Security checks will also be
undertaken.

A reserve list will be held for a period of 6 months from which further appointments
can be made.

Submission statement

Candidates must complete their probationary period unless the recruiting department
states otherwise. We will only accept paper applications from those who have a
disability that prevents them from applying online. Once you submit your application
it cannot be changed. We will not accept late applications.

Attachments

Core Competency Framework

Applying for a Job
Online test FAQ's
RA Form

April 2016