The Salvation Army Employment Plus UK

How the Work Programme works

The Salvation Army Employment Plus UK on its experience of delivering the Work Programme November 2012

Cover: Panelists of The Salvation Army fringe event at the 2012 Conservative party conference. The panelists, including the Minister for Welfare Reform, Lord Freud, The Salvation Army Employment Plus UK staff, and Work Programme participants provided valuable insights into the inner workings of the scheme.

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Contents Introduction

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The Salvation Army Employment Plus UK

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The Work Programme – how it works

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Employment Plus UK aims to help people into the right job, not just any job

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Employment Plus UK helps people into work by providing personalised and comprehensive job search support

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Our support is not just personalised but personal

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Upskilling and training are key elements of the Work Programme

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For some people gaining work experience is part of the journey into work

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Employment Plus UK partners with local employers and community organisations

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Barriers to employment

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How we respond to these barriers

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Our successes – Progress on the route to employment and job outcomes

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Introduction

The Salvation Army delivers the Work Programme in the Birmingham and Bristol areas. The Work Programme is described by the Government as a “black box” programme. In other words, it is for those delivering the programme to decide on the best way to help people back into work. In this report, The Salvation Army’s Employment Plus UK service takes the lid off its “black box” and shows the different ways in which it is working with job seekers.

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The Salvation Army and Employment Plus The Salvation Army – a Christian church and charity The Salvation Army is a Christian church and registered charity, which began in the East End of London in 1865. Our services are open to all who need them, regardless of ethnicity, religion, gender or sexual orientation. Thanks to our values – integrity, justice, compassion, respect and commitment – we can now look back at 130 years of supporting people at the margins of the labour market.

Employment Plus UK is the The Salvation Army’s response to unemployment ‘Our mission: to provide quality employment services to those most affected by unemployment’ ‘Our guiding values: integrity, respect, justice, compassion and commitment’

The purpose of The Salvation Army’s Employment Plus Department is to help unemployed people achieve their full potential by entering sustained employment.

Employment Plus was established to "help pierce the darkness of unemployment to let the light shine through". It builds on The Salvation Army's 130-year history of helping people find work.

We currently deliver a range of government programmes offering tailored approaches to helping people back to work, including the Work Programme, Work Choice, and the Jobcentre Plus Support Contract. These are delivered as subcontracts across Birmingham, Bristol, Bath, Kent, Surrey and Sussex and the North East. We also operate more than 25 employment resource centres (similar to Work Clubs) in community settings.

Employment Plus also exists in other countries. We deliver employment services in the UK, USA, Australia and New Zealand. We are exchanging knowledge with, for instance, Employment Plus Australia to ascertain best practices in delivering employment services.

Importantly, The Salvation Army Employment Plus UK is a not for profit organisation and as part of The Salvation Army, compassion, respect, and support are fundamental in everything we do.

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The Work Programme – how it works The Salvation Army Employment Plus UK subcontractor in Bristol and the West Midlands

is

a

tier-one

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Launched in June 2011, the Work Programme is the Government’s most comprehensive programme specifically targeted at long-term unemployed jobseekers.

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Under the Work Programme, Employment Plus UK has taken on three resultsbased contracts on behalf of the Department for Work and Pensions. Through our prime contractors Rehab JobFit in Bristol, and Pertemps People Development Group as well as InTraining (Newcastle College Group) in the West Midlands we act as a Tier-one subcontractor in two so-called contract package areas (CPAs) located in the West Midlands (CPA 14) and the Bristol area (CPA 12).

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As a subcontractor we encounter a full range of participants with very diverse needs. For example, we assist young claimants previously not in education, employment or training (NEET), as well as individuals with mental health problems, drug or alcohol dependency, or experience of homelessness.

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A claimant remains with us for two years from the date of their referral to the Work Programme. Our employment coaches, who are called Job Life Coaches, work with the participant during the whole process, which includes in-work support for both employers and employees.

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Being able to work with the participant for a sustained period of time allows our Job Life Coaches to build a relationship with the individual, which is important for achieving our ultimate goal of helping an individual into good and sustainable employment.

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We also partner with individuals, businesses, industry groups, governments and community organisations to bring benefit to each of them and to the community as a whole.

Where we operate: Work Programme contracts have been split into 18 Contract Package Areas (CPAs).

- CPA 12 South West Gloucestershire, Wiltshire and West of England - CPA 14 - West Midlands Birmingham, Solihull and Black Country

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Source: DWP website

Work Programme providers are paid for helping people into sustainable employment As a provider we receive payment by the government after a participant takes up employment and stays in employment for a minimum of three or six months, and beyond. This system implies that, as a Work Programme provider, the longer the individual stays in work, the more we are paid.

An individual’s benefit payment category and his or her age group determine the level of this payment, so that payments are usually higher for those who are harder to help. This means that the payment structure of the Work Programme is geared towards creating the right incentives to help the participants into sustainable employment, rather than any type of short-term employment. It also ensures that providers have a financial interest in helping those who are facing the greatest barriers to employment.

With paid work being the most important mechanism for lifting people out of poverty and providing people with a sense of purpose and personal responsibility, employment is key to transforming people’s lives and contributing to social justice.

The positive incentives for Work Programme providers provided an additional motivation for The Salvation Army to take part in the scheme, and so we are supportive of this system.

With our aim to break even rather than to generate a surplus, we are committed to working with every participant referred to us, regardless of their payment category. We provide everyone with tailored employment support, and also help with personal issues, which may be a barrier to entering and sustaining work.

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Employment Plus UK aims to help people into the right job, not just any job More than one year after the start of the Work Programme, we are happy to share the findings of interviews we have held with more than 30 programme participants between May and August 2012. We asked them how they felt about the support they had received, and about barriers to employment they perceive to be the greatest. Our findings confirm that what makes our approach special is the combination of modern employment support with the Salvation Army ethos.

Our jobseekers are given a thorough assessment, because their Job Life Coaches do not only want to understand their employment history, but they also want to find out about their personality, experiences, and goals in life. In other words, we attempt to take all of the participants’ needs into consideration.

Moreover, Employment Plus believes that it is not just about getting the first job that is available. Tailored support means tailored jobs. Employment Plus is working hard to enable our participants to move into good jobs, rather than just any job.

“I'd been applying for a couple of years for jobs as receptionists and in shops, which I have no qualifications to do, so […] no one ever gives me a job. It wasn't until I got here [Employment Plus] that I was able to say, well, I have experience in translation; I have experience as a teacher. Here they start actually finding things that are relevant. That hasn't happened before.” (Chloe) “I only have good things to say about Megan (Job Life Coach). (…) She suggested many places I haven't thought of looking for work. She came up with loads of job opportunities.” (Tom)

Bai Yang’s story - Bristol Bai Yang joined Employment Plus through the Work Programme. As a bright and socially able person who just needed a little support, we supported her in finishing her Level 3 Hairdressing qualification. As she was eager to work on a cruise ship, we helped her apply to several cruise lines. However, Bai Yang’s English skills proved a problem at subsequent psychometric tests. With our help, Bai Yang landed a job at a local hairdressing business instead. In the few months that Bai Yang has been in her new job, her language skills have improved significantly, simply from talking to people all day.

Ever since she started, Bai Yang and her employers have worked together very happily.

And her dream of working on a cruise ship is still alive. We are working on her CV to record all the skills she has gained from her new job and we will help Bai Yang to apply for more cruise ship jobs in the near future.

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Employment Plus UK helps people into work by providing personalised and comprehensive job search support Many of our participants realise how much they can still improve their job search skills only once they are with The Salvation Army Employment Plus UK. “Before I came here [to Employment Plus], I did not even know what a cover letter was, (so) my job applications went straight into the bin. […] Because of their help, I actually know what I am doing now.” (Martin) There is room for improvement in job search skills for nearly everyone: “There's a lot of practical help. There's a lot of practical help [at Employment Plus]. I thought I could write a CV, I didn't know I couldn't. I was taught how. […]

My Job Life Coach here has gone through my CV in detail and has really helped me improve it.” (Judy) We provide personalised support such as one-to-one mentoring and comprehensive job search support. Participants in our focus groups told about the courses that they have participated in since they have been with Employment Plus, which included interview and job search techniques, mock interviews and Goals Training.

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Our support is not just personalised but personal Employment Plus UK makes sure that Work Programme participants get the amount of contact from their Job Life Coach that they need or expect from us. Because we know it matters for our participants: on average, each Job Life coach works with only 120 participants, including those already in work.

On an everyday basis, people come to visit our resource centres for a variety of reasons; they might have a scheduled appointment, a job search workshop, or they may just be dropping in to use our resources for individual job search purposes.

The doors of our resource centres are always open to our participants, and this is clearly appreciated.

“I came here [to Employment Plus] yesterday with my CV because it [my computer] wouldn't send off. I didn't ring or anything. I came here with the problem that I had, and they showed me how to do it on the computer, and I also did my job search yesterday. (...) Here they see if you do have a problem: “we can help you, we will help you”. I was so grateful to them yesterday.” (Betty) “Here, it is all one-to-one stuff. You can come here anytime you want it, Monday to Friday, whenever, and just use the computers.” (Helen) “At the Employment Plus Centre you can see someone for half an hour, three quarters of an hour or an hour. They take the time.” (Paul) “You don't feel like you go in there just to do job searches, you feel like you can talk to them. If you have problems you can talk to them, and they will do what they can to help you out. It's not just looking for a job and then going home.”

(Maria)

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What makes the Salvation Army approach distinctive is that we combine our modern approach to employment services with traditional values of integrity, justice, compassion, respect and commitment. During our focus groups, many participants mentioned the value that they place on the personal relationship that they have with their Job Life coach, and the importance of empathy, respect and the feeling of being valued.

“I found (here) you can talk properly about yourself, who you are, and what you've done, and be really honest, and get proper human contact. It's a hell of a lot better.” (Anne) “I feel there is somebody out there who cares, you are not just number. (...) It means a lot to me.” (Mark) “It's nice to talk to someone who knows how hard it is to find a job. I talked to my family and they are like 'oh you've got no money, you need to get a job.' It's not nice. I'd rather have someone there I can talk to who knows what's going on.” (Jessica) “I just feel more positive when I walk out of this door(.…) You just feel more human, and then you feel better in yourself, and more confident.” (Mina)

We believe that our approach is not only successful in getting people into good jobs.

It also has a huge impact on people’s confidence, and on their experience of unemployment.

“My Job Life Coach is brilliant, and so is Tom (another member of staff). I've come here and just burst out crying because I felt so awful about myself.

Tom, Martina, and Sonia have been there to talk to me, just normally. I have not come here to do a job search, just come here as someone that they know.”

(Emma) “I am never made to feel small here or that I am not trying hard enough to find work. I am trying, it’s hard to find work that is not there.” (Gareth)

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Upskilling and training are key elements of the Work Programme Lord Freud commented, about the role of education and training in a high-skilled economy, that: “It’s particularly tough because of the need for particular skills and to develop these skills.” (Fringe event that The Salvation Army Employment Plus UK hosted at this year’s Conservative party conference).”

The Salvation Army Employment Plus UK offers tailored approaches to helping people back to work, including:  skills assessment  skills updating and upgrading  access to education and training  and e-learning opportunities The Salvation Army Employment Plus UK helps its participants gain nationally recognised qualifications and certificates. Employment Plus works closely with external training providers, such as Phoenix Training Services, Stourbridge College, and NOVA Training in the West Midlands, providing 4-5 week training courses for certificates in specific sectors, such as security, construction or retail. These specialised providers also support our participants in updating their generic skills, such as mathematics, English or computer skills.

“English and maths, so that's what I'm doing (at the moment). That is on a Friday morning, and on a Wednesday morning I go to IT. It's basic, I've just done PowerPoint, Word, and Excel spreadsheets. Now I'm on data skills, which involves cameras, and downloading videos, and making discs and things like that.

They're all things that help you get employment. So doing this, it's just that extra little bit, and it helps (….) because I've gone in for jobs, (…) where they show you the computer, and it's all data entry.” (Andrew)

We believe that qualifications and workplace training need to be tailored to the individual, to provide everyone with the right set of skills to get the job that they are hoping for. In this respect, we encourage the government to link vocational education with workplace training, whilst making sure that qualifications are recognised by employers.

In addition, workplace-relevant experience is crucial to finding employment, especially for young jobseekers. By supporting young jobseekers into apprenticeships leading to National Vocational Qualifications (NVQs), they can gain the work experience that employers are looking for, whilst also working towards a recognised qualification.

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Apprenticeships with DeMet – West Midlands DeMet is a Midland manufacturing company specialised in steel fabrication and colour coating. DeMet took advantage of the “Wage Incentive Scheme” to fund apprenticeships for two of our participants, Stephanie Hook, who is doing a Business Administration Apprenticeship, and James Gadd, who is doing a Manufacturing/ Warehouse Apprenticeship – both leading to an NVQ in the respective area.

To prepare the young apprentices in using the high tech machinery that DeMet is using, the employer has also registered both clients on an Autocad course, which the employer is funding himself.

For some people gaining work experience is part of the journey into work 

In our experience, gaining quality work experience after a period of long-term unemployment does not only help young people. Work placements can be an important way of helping people back into the workforce, particularly if they do not have much experience on their CV.

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However, it is important that people on long term benefits, who ‘test’ themselves in the workplace, are able to gain work experience without any threat of losing benefit or having to start the process again. Moreover, we believe that employers need to actively take on the responsibility of making any kind of short-term placement a truly valuable experience for the person looking for work experience and new skills.

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We strongly believe that every person has worth, irrespective of what they can offer society, and it is our desire to help all who are willing to work, irrespective of their starting point. For some, the route to employment can be a long one, with several milestones on the way.

The need for work experience James Gadd, one of the two apprentices at DeMet talked about the vicious circle that requires job seekers to have work experience but to gain it you need the job: “It was very difficult to search for a job myself when most of the employers wanted someone with work experience, and I am just a college person who has just come out of college with no work experience at all.”

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Employment Plus UK partners with local employers and community organisations The personalised support that we provide to our participants is supported by excellent relationships with local employers. In-work support for both the employer and the new employee is another element of the service that Employment Plus provides free of charge to both parties.

For employers Employment Plus UK’s services include:  job-matching candidates to employer needs  shortlisting for interviews  accessing subsidies  organising training  in-work support Strong connections to local employers are critical. A key advantage of the Work Programme is that we can use our existing links into the community. These links, as well as the recruitment support we provide to local employers, benefit the local community as whole.

Employment Plus has designated professional employment consultants, called Employment Engagement Coordinators, who work with businesses across all kinds of industries and areas. Their role is to help local businesses find the right staff and match the right person to each job. Our staff engage in various ways with employers, develop personal contacts for future reference, and build partnerships with local businesses.

Our Employment Engagement Coordinators know “their” local labour market inside out; they know which employers to call and ask for vacancies, which companies are expanding, and which businesses may have job openings in the near future. These links are very much appreciated by our jobseekers.

Recruitment support to local employers - DeMet in the West Midlands

Our fringe event at the Tory party conference provides an excellent example of how our local contacts are key to helping our clients into work. On the panel Julie Brown explained how she got to know West Midland’s manufacturing company DeMet: I just knocked on the door actually, I just went all around the trading estate, knocked on the door and introduced myself. Our experience on the ground has shown that very often, employers are poorly informed about what government schemes exist to their advantage, and that the Work Programme providers can help with finding the right employee for their business: The back-up has been superb. Julie did all the nitty-gritty bits, and she found exactly what we needed. All the hard work of going through lots and lots of interviews was done for us (David Barrett, DeMet).

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Jobseekers are finding that developing a direct contact to employers and making use of personal networks has become more and more important in the UK labour market: “Another thing I find is that when you apply for jobs online, unless you get to speak to a person, it's very impersonal. (…) Unless you get a chance to talk to people, to sell yourself, you haven't got a chance.” (Steve) Mohammed: “You have to look everywhere.”

Lisa: “You got to do social networking as well, asking family, friends and relations and previous employers.”

Many of our jobseekers have been out of work for several years. Therefore, in the absence of existing personal ties to local employers, The Salvation Army Employment Plus UK helps bridge the ‘missing’ link between employers and jobseekers. We help our job seekers to better “sell themselves”, working hard to convince employers of their qualities and competences, following up on their applications and finding vacancies for our participants. And then, sometimes, very simple things such as making a call on a job seeker’s behalf can make all the difference: “With my care job, Sonia (Job Life Coach) phoned [employer in the care industry] and asked them for an interview, and I got it straight away.” (Aisha) To ensure that our participants stay in work and that their employment is sustainable, we support both the employer and the new employee we have helped into work as he or she settles in, solving any problem that may arise. This includes following up on each of our participants, and checking how they are doing in their new job. In-work support is important, as it gives both the employer and the employee the security that someone is there to help: “I know that if I get a job, (The Salvation Army) Employment Plus will still be there as a backup system, to help me. Employment Plus is going to be there to help me to move on if I have a big problem.” (Steven) By following up on our participants in work, The Salvation Army Employment Plus UK helps ensure that issues are solved as early as possible: “For some of our young participants this may be the first job they have ever had, for others it may be the first job after a long time out of work. Just like with every job, sometimes problems occur, and then it is about somebody who has been employed, someone who knows what they are going through if an issue comes up. Somebody may simply not know how to handle things and I am here to tell them not to walk away from the issue and what can be done in that situation. Sometimes facilitating an honest discussion between the employer and the new employee is all that Job Life Coaches will have to do, in other cases we help set up a process to improve the situation.” (Employment Engagement Coordinator Julie Brown) Work Programme participants also receive advice on financial issues, we work closely with local advice agencies such as Money Matters who deliver advice within our centres.

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Barriers to employment The Salvation Army has always dealt with individuals with multiple barriers to employment. Our experience has taught us that these barriers are often complex.

“Often people face a range of personal issues that can be real barriers to employment. These could be barriers such as alcoholism, drug addiction, homelessness or relationship problems.”

(Helen Robinson, Director of Employment Services)

DISABILITY

HEALTH ISSUES

Our Job Life coaches accommodate our participants’ medical needs, and together, we develop strategies to address or cope with these needs: “I have lumps in both my eyes, and I've had operations (…). I can’t look at the computer for long periods of time. (…) With employers, sometimes they ask and sometimes they don't. The job I went to yesterday, they didn't ask, but I know that if I get a job, Employment Plus will still be there as a backup system, to help me.” (Ali) “I find it hard to fill in application forms, because I am dyslexic. Filling in application forms is not as nice as going along and handing in your CV, or talking to someone, but my Job Life Coach helps me with that.”

(Rachel) “My barrier is dyspraxia. Compared to others who are normal, I am okay on the outside, but it is mentally not physically. (Employers) are afraid of the unknown. I have been living with it for 23 years, but it never came to light when I was younger.” (Juliet)

Long-term, consistent support of Employment and Support Allowance (ESA) clients, often referred to the Work Programme as a result of their Work capability assessment (WCA), is essential, as many of them have been out of work for many years: “I have been out of work for 18 years, due to an illness. (...) Employment Plus helps me to go for jobs.(Paul) After years outside the labour market, searching for work puts an immense pressure on the individual, as another participant in our focus groups explained: “I am just getting used to this now, I have been disabled and I have been off for a good time.” (Philip)

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LONG-TERM UNEMPLOYMENT

Many of our participants have been unemployed for many years: “My last job was in retail. I have an NVQ, and I'm hoping to do another one to move into management. I've been unemployed for 10 years. Now I'm looking for full-time employment.” (Pam) Our experience is that helping someone who has been out of work for such long time is a process, a series of steps towards employment.

Many have already experienced the stigma that is sometimes attached to unemployment, either directly or indirectly: “I feel employers prefer people who are (already) working, maybe people who are looking to change jobs. They think ‘oh he's been there two years, he must be good.’” (Robert) Others in the focus groups have put into words how they felt when suddenly finding themselves amongst 8 million other jobseekers: “When you're employed you don't think about these (unemployment) figures. But when you're unemployed it becomes quite shocking to see how many people are out of work. It's just something you hear on the news that doesn't mean much, until you're one of them.”(Nick)

TRANSPORT

Transport is an issue for many of our participants, especially in areas with poor public transport links.

Joe: “I'm from Kilver (small village), That's my problem.”

Hitesh: “It's in the middle of nowhere.”

Joe: “There's no transport from there, there is only one bus every hour.

Starting at 7 o'clock in the morning. There are none on Sunday. Retail and factory work, a lot of that is Sunday work. I don't mind, I used to work nights, but I can't do that because the 1st bus leaves at 7 o'clock in the morning, and the last one out is 5:45.”

“I could get a job that starts at 4 o'clock in the morning, but I can't get there.” (Roger) “Sometimes the buses are late, and when you have an appointment and you get there they say sorry you are too late, and what can you do? I can't drive I have to get the bus or walk.”(Adwoa)

AGE OR FAMILY RESPONSIBILITIES

Work Programme participants also find that there is a bias against older workers and people who need to reconcile work and family responsibilities.

“You get people who are willing to work, like me. I'm willing to work from 6 in the morning to 6 at night, Monday to Friday, because I got a small family, my time on the weekend is theirs. I've done my stint of doing shift work, 24 hours, I don't want to do that anymore. So that limits me a bit, because I'm not flexible in that.” (Vlad) “I still say age is against you. I am no good at computers, they want a whiz kid, someone who is 19, they don't want me. If you are the boss you would go for the 20-year-old, wouldn't you.” (Simon) “(Age) also relates to sort of why I have difficulties, because I have been around the block for a long time, and employers are not stupid, they know that. They would really like someone much younger, much less experienced, probably with the same qualifications.” (Mathias) 17

How we respond to these barriers Our job coaches are called Job Life Coaches for a good reason. For us, holistic service provision includes everything from confidence-building programmes, life skills coaching, money management and personal awareness. Looking beyond an individual’s employment history, and helping in the areas of job search and skills, Job Life Coaches will provide help whenever they can, whether on personal, financial or health-related matters:

“My first advisor was the one who helped me with my personal problems, and he was brilliant. There was no judgment; he was just like ' I completely understand'.

He even rang me up after I went to the doctors. So yes, they do help you personally as well. I found that a really big help, and I appreciated it.” (Dan) “I've struggled with certain things, which I spoke to my advisor about. He was able to advise me to do the correct things, which worked, also for my personal life where I was struggling with certain things and he says “get it sorted out”. He was in exactly the same position when he lost his job, and that was enough to get me the motivation to help myself, and lead on to the next part, which is the motivation to get the job.” (Mario) “They can help me out with the financial side, they can help me out with the papers, with my bus pass for instance, while I was looking for a job I was on a course, two weeks training, they just paid for my bus passes.” (Chris)

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Our focus groups have shown that individual barriers to employment are complex. We therefore call on the coalition Government to monitor the impact that the Work Programme has on those who have multiple underlying needs, such as drug, alcohol or mental health issues, and to develop the programme appropriately.



As an organisation, we would be happy to contribute to this reflective process to ensure that all participants receive the holistic and integrated support they deserve.

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Our successes – Progress on the route to employment and job outcomes For many of our Work Programme participants the route to employment can be a long one with several milestones on the way.

A maximum period of two years to work with each participant enables us to reduce our participants’ barriers to employment step by step and work continuously towards the long-term goal of good and sustainable employment. Our experience is that the route to employment can be a long one with several milestones on the way, and even small steps may mean a lot for the individual: “I have been unemployed for about 7 months now. And ever since I have been coming here it has really given me the confidence to go out there and start looking for work.” (Marion) “Yes, setting goals, thinking differently and all that. It is down to common sense, but it is like a reminder. And you are right, you know more things now that you knew before you came here. And you can also have a laugh with your coach.”(Roberta) Patrick: “I haven't been to more interviews since I've been at Employment Plus, but I have applied to more jobs.”

Elliot: I've also had an interview on the phone since I've been here, it's a positive, it really is.”

“When I first started coming here, my main barrier getting back into work was self confidence (….) 'Cause now I am coming here, once every two week, and I am more confident getting back into work than I ever was before.” (Thor)

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“From our experience I can say that the Work Programme is working. The number of people moving into work is increasing every day. Our front line staff are getting people into jobs that will last. Our commitment to work with everyone referred to us remains firm. We will continue to learn from what our participants tell us so that we can do our best for them, even in a tough job market.�

(Helen Robinson, Director of Employment Services, November 2012)

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To find out more: Please call our nationwide helpline on 0800 652 4276 or email us at employmentplus@salvationarmy.org.uk The Salvation Army Public Affairs Unit: 0207 367 4551, or e-mail us at public.affairs@salvationarmy.org.uk Please also visit our website for more information: http://www.salvationarmy.org.uk/uki/unemployed http://www.salvationarmy.org.uk/uki/newspolicyandresearch 21