Work Programme Exit Report Guidance

Transcription

1 Work Programme Exit Report Guidance Initial Introduction 1. This guidance explains the process to follow to obtain an exit report for a Work Programme Completer 2. Due to operational pressures around the number of returner s from the Work Programme over the next few months a late request to utilise IT capability in a better manner was requested. As a result a new LMS MIS scan will now be produced to supply Districts with the Work Programme Completers earlier. 3. We are currently approving the necessary security processes with Providers and making the contractual changes necessary to allow receipt of unencrypted s and the ing of the Exit Reports back to DWP. To start with the Exit Report Requests and the return of the Exit Reports will need to be sent by post/courier. We anticipate the solution being piloted from November A list of provider Single Point of contacts and Contact information is available here. 5. Providers have a target to return exit reports within 10 working days of the request being made. 6. Instructions detailed in this guidance details the process. LMS MIS Work Programme Completer Report 7. A weekly LMS MIS report has been commissioned to replicate, and negate the need for the LMS WP End Notification Report. Whilst offices can still obtain this from two weeks before completion the LMS MIS report will be in an Excel format so it can be easily copied and pasted into the request template saving time and improving accuracy. 8. The LMS MIS report will be sent to District Single Points of Contact showing the details of claimants due to appear on the following weeks LMS WP End Notification Report. 9. Districts will then manage the Exit Report request, return and the updating of the claimants LMS record. 10. By obtaining the weekly LMS MIS report we are able to send the requests on the due date which is 2 weeks before the completion date. This new report will also make the request template completion easier as you can copy directly into the template from the report. Process Must Do s 11. A District Single Point of Contact will be responsible for actioning the LMS MIS report, updating the LMS Record and requesting the Exit Report. It is important that all the tasks are undertaken as the return of the Exit Report and monitoring of provider performance relies on completion. Providers are measured on returning the Exit Report after the request within 10 working days. 12. Details of the appointment booking arrangements for each site within the District should be made available to the District SPOC. The Jobcentre SPOC should be contacted if no suitable appointments are available within the

2 required timescales (details below) or other suitable contingency arrangements made locally. District Single Point of Contact Role (SPOC) 13. The District SPOC will undertake the following functions: Receive incoming LMS MIS reports weekly and arrange from 27/05/2013 for daily issue of either electronic (WPER2E) or postal (WPER2) templates to providers delivering in their District. (Initially WPER2 by post); Filter the report by provider. On a daily basis check that the claimant still has a live / active claim recorded on LMS; Copy and paste the first four columns on the LMS MIS report into daily WPER2/WPER2E form. Take action to deal with cases where claimant has moved since the WP referral. Post WPER2 forms to providers. the WPER2E to providers when electronic process is introduced. Arrange for Exit Reports which have been returned electronically to be distributed to the relevant office. Escalate any instances where the District Exit Report Box is not operational. Update the relevant claimants LMS Work Programme Details box with the Exit Report Request Date. This is the date that the WPER2/WPER2E form is sent to the provider. Book Post Work Programme Completer interview. (The Work Programme Completer Interview will not be available on LMS until the 3 June 2013 and any earlier completers will need to be recorded and workflows created to book the appointment when the interview type is available). When booking the appointment at least 10 working days must be allowed for the Exit Report to be received by the relevant Jobcentre SPOC. (For example if the WPER2 form was sent to the provider on Monday 3 June 2013, the deadline for the return of the Exit Report is Friday 14 June 2013). The Work Programme Completer interview should be booked and undertaken within 3 weeks (15 working days) of the claimant s Work Programme end date. (For example if the claimant s Work Programme end date is Monday 3 June 2013 then the WP Completer interview should be booked and undertaken by Monday 24 June 2013). For JSA claimants, where possible, the Work Programme Completer interview should be by booked on the claimant s normal signing day. For detail on booking the completer interview see the Post Work Programme Support JSA guidance. Workflow (or send a list of JSA appointments) to the Jobcentre SPOC to arrange for JSA letters to be issued at claimant s next Jobsearch Review (JR) or to contact claimant by telephone if no JR is due before the date of the Work Programme completer interview.

3 For ESA claimants the District SPOC will need to check the Work Programme Participant Marker on LMS to identify if the current status is mandatory or voluntary. See ESA PWPS guidance for details on checking their participation status. Note: For ESA claimants, Exit Reports should be requested for both voluntary and mandatory claimants as it is a requirement to request an Exit Report for all participants still in receipt of benefit at the end of the Work Programme. For mandatory ESA claimants, the District SPOC should book an ESA WP completer Mandatory appointment and post the appointment letter to the claimant. For voluntary ESA claimants or IB claimants the District SPOC should workflow the Jobcentre SPOC to offer the claimant a voluntary Work Programme Completer Interview. Receive Exit Reports back from providers (initially by post then by electronic route) and distribute to Jobcentre SPOC at the relevant offices; Update LMS Work Programme Details box that Exit Report has been returned. This date must be no later than the day the Exit Report is received by the District SPOC; By setting workflows monitor requests to establish if any Exit Reports have not been returned within timescales and issue WPER3E or WPER3 reminder templates where needed; Maintain relevant provider contacts and addresses by working with the Performance Managers for their Work Programme providers. For cases where within the District where the holding office on LMS is a Contact Centre, the District SPOC should check the address details for the claimant. If the address is still in the area of referring office the case should handled as normal way. A workflow should be sent to the Jobcentre SPOC to pull in the LMS record to the correct site. For Contact Centre cases where the claimant address is outside the area of the referring office the process for where a Claimant has moved since Work Programme referral should be used. Jobcentre Single Point of Contact Role (SPOC) 14. Each Jobcentre should have a Single Point of contact for dealing with Work Programme completers. Contact details for each Jobcentre SPOC within the District should be notified to District SPOC. 15. The Jobcentre SPOC will arrange for the following functions to be undertaken: Upon receipt of the workflow (or the list of appointments) for JSA claimants from the District SPOC, the Jobcentre SPOC should arrange for appointment letter to be issued to the claimant and to read the Welcome Back Script to the claimant or to telephone claimant with appointment details and the Welcome Back Script. An LMS conversation should be recorded when the letter is issued or the claimant is contacted with details of the appointment and that the Welcome Back Script has been read to the claimant.

4 Upon receipt of workflow, contact any voluntary ESA claimants to ask whether they wish to have an appointment booked, see ESA PWPS guidance for details. Upon receipt of workflow update LMS records for cases where Contact Centre is showing as the holding office. Receives Exit Reports and passes to relevant advisers. Ensures that where electronic Exit Reports are being issued that the specific box is maintained and has access restrictions in place so that only the correct staff can view the Exit Reports. Ensures that electronic Exit Reports are saved in the Jobcentre Exit Report folder and that the files are named so they can easily be identified. For JSA claimants the Adviser will be responsible for updating the LMS pilot markers in accordance with the Post Work Programme Support guidance (link will be available when guidance published) once the WP Completer interview is completed. For ESA claimants the ESA PWPS pilot marker will be set as part of the action to conclude the Work Programme Completer Interview (if appropriate), see ESA PWPS guidance for details. If an Exit Report is received for an IS claimant, the adviser will consider if an interview is required as detailed in Chapter 18 of the Work Focused Interviews for Lone Parents and Other IS Claimants Guidance. If an Exit Report is received for an IB claimant, contact the claimant to ask whether they wish to have a voluntary appointment booked; see ESA PWPS guidance for details. Any Ad-Hoc demand for Exit Reports should be sent to the District SPOC Team so the request is sent from the correct mail box and sent back to the correct mail box. Capturing Off Flow between initial contact script and Completer Interview 16. When the PWPS script has been read to the claimant, LMS should be updated as follows: 17. In view client details screen, click on IntHist in the toolbar

5 18. Click on Inter n 19. Click on NActn

6 20. Select O&C Contact unsuccessful 21. As the O&C activity in LMS is no longer used, it has been adopted by PWPS to record the claimants who have had the PWPS script read to them. This will allow an MI report to be built, to identify claimants who sign off benefit before the WP completer interview has been conducted.

7 Updating LMS records 22. To keep LMS records up to date the relevant claimants LMS records are accessed and in the claimants WP details window click amend and select the date the Exit Report has been requested in the Request Date field. 23. The District SPOC should save the record and then set a workflow for the date the report is due back. Booking the Completer Interview 24. District SPOCs will need to set up a process to ensure completer interviews are booked. The following is a list of activities that should be undertaken: After booking the WP completer interview, the District SPOC will need to create a workflow to the relevant Jobcentre SPOC to arrange for the appointment letter for JSA claimants to be issued at the claimant's next Jobsearch Review. Appointment letters for ESA claimants should be issued by post. For details on action to take when booking a Work Programme Completer Interview for ESA claimants, see ESA PWPS guidance. Upon receipt of the workflow for JSA claimants the Jobcentre SPOC to arrange for appointment letter to be issued to the claimant along with PWPS Jobsearch Review Welcome Back Script. If a Jobsearch Review is not scheduled prior to the date of the Work Programme completer interview, the Jobcentre SPOC should arrange for the appointment letter to be posted and the claimant should be contacted by telephone to advise of them of the interview and to go through the PWPS Jobsearch Review Welcome Back script with the claimant. Claimant has moved since Work Programme Referral 25. When the LMS MIS report is received and the NINO record has been transferred to a different District, the District SPOC notifies the relevant SPOC for the new District of all the details from the LMS MIS report by workflow or

8 . The District SPOC in the new District then actions the case in the normal way. 26. When the LMS MIS report is received and the NINO record is held locally but the WP provider is outside the Contract Package Area, the District SPOC sends request template to the provider named on the report using Provider contact details. Completing Exit Report Templates WPER2 and WPER2E 27. The boxes at the top of the WPER2 and WPER2E should be completed with the relevant details. The request date is the date that the Exit Report is requested from the provider. The Deadline for return date is 10 working days from the date of request. 28. Add the claimant s details to the relevant provider WPER2 or WPER2E templates by copying and pasting from the LMS MIS report, this is for initial requests to the provider. The WPER2 is to be used for requesting details via the postal system and the WPER2E is for sending the details via It is important that the LMS Exit Report Request date on the claimant record matches the date on the Exit Report Template. 30.As the WPER2E will involve sending National Insurance Numbers via , an exemption for this has been obtained in respect of Security Notice 1/11 and its issue is approved providing the following steps are taken: The WPER2E should never contain more than 40 claimant records. No other versions of the template are to be used. The subject should always be headed up; Work Programme Exit Report Request The should be sent from a dedicated box for the purpose of requesting the reports 31. Failure to comply with the above will result in the being subject to security vetting and possible individual sanctions for the staff involved. 32. The following information is required to be added to the WPER2 and WPER2E: At the top of the form type in: Provider Name District /Jobcentre Request Date Report Return Deadline Return Postal Address Return Address Note: Return Postal & must both be completed, the provider will use the appropriate return method. Then, select & copy the information from the following columns within the LMS MIS report: NINO Benefit Type End Date Jobcentre

9 Note: Care should be taken to only select and copy information in the first four columns (NiNo, Benefit Type, End Date, Jobcentre) from the LMS MIS report. Excel Work Programme Exit Reports and Workplace Transformation 33. An issue has arisen in sites that have gone through Workplace Transformation. Typically when an Excel Document is saved in a Workplace transformed site it is saved as an.xlsx file as opposed to an.xls file by default. 34. When the WP Exit Reports Excel document is then ed to the provider as an.xlsx document some providers are experiencing difficulty using the information as a number of provider systems are designed to extract data from.xls WP Exit Reports documents as opposed to.xlsx WP Exit Reports documents. 35. Due to the above issues sites that have gone through Workplace Transformation need to ensure that WP Exit Report Excel document is in an.xls format before being issued to the provider. 36.This can be done using the following method: Complete the WPER2E in the usual way Click on File Click on Save As The Save As Window will open. Decide where you wish to save the document 37. Then within the Save As window navigate to the Save As Type drop down menu and save the document as an Excel Workbook. 38. The screenshot below (Fig 4) is similar to the Save As window that will appear in Excel 2010.

10 (Fig 4) 39. This will ensure when the file is issued to the provider the correct format is created. 40. If the number of individual records being requested from one provider exceeds 40 records then an additional must be sent with the remaining records as detailed above. 41. If the LMS record contains the Contact Centre as the Jobcentre the LMS MIS report will return the Jobcentre which referred the claimant to the Work Programme. 42. In certain circumstances claimants will have transferred to new locations and the LMS MIS report will show the owning office. However in the situation in paragraph above the address of the claimant needs to be reviewed to establish if they are still in your area. If not contact the nearest office to the claimant s address to see if they are claiming there. 43. When sending the WPER2E by , care should be taken to ensure the correct provider dedicated address is selected and that only one form is attached. A read receipt must be set for each to providers containing the WPER2E. 44. Provider SPOC s should check their designated inbox on a daily basis and ensure that each has been sent from a designated JCP District SPOC address. On receipt the Provider SPOC should accept the read/receipt. 45. If you do not receive the read/receipt within 24 hours of you sending the , you should telephone the provider to confirm whether they have received the . If they have not received an containing the WPER2E form then JCP District SPOC will need to re-send the WPER2E form.

11 46. Once known a full list of provider dedicated addresses will be published in this guidance. We will issue the requests to the Prime providers only but returned reports may come back in from provider sub contractors. 47. Where an Exit Report is required for a Special Customer Record case then this must be requested clerically using the WPER2 and sent to a nominated officer at the provider. ing the WPER2E (Electronic Request Form) 48. An initial trial of requesting Exit Reports electronically will commence in early November 2013 in Wales, which will be followed quickly by the electronic return trial of the reports in all the Welsh Districts and the roll out of electronic requests nationally. 49. It is imperative that the District Exit Report box is only used for requesting and receiving Exit Reports, failure to do this may result in capacity problems with the box. Requests for Exit Reports should never be sent from any individual or other box as this will result in a potential security breach. If your site is undergoing Workplace Transformation and problems arise when trying to access the District Exit Report box please use this process: Process when problems arise accessing the District Exit Report inbox 50. To ensure the box has sufficient capacity to operate efficiently it is advised that the requests are stored once sent in a specific folder and deleted from the sent area. This folder could be then subdivided by day, week or month according to volumes generated and the files deleted when confirmation that all the requests have been cleared. 51. The District Exit Report box will have the following naming convention-district Name and WPExit dwp---. When completing form UA11 to set this up you must ensure the form emphasises the specific users who will be accessing the in box and sending requests. 52. Sites are free to choose the way they manage the District Exit Report box however when considering capacity issues of a District Exit Report box please note: If you are in your own inbox profile any sent from the shared inbox will count as capacity in the your Outlook account as the will go into the sent items of your Outlook account If you have accessed the District Exit Report box profile any sent from there will count as capacity in the District Exit Report box as the will go into the sent items of the District Exit Report box. You can check whether you are able to access a District Exit Report box via the inbox profile as you will be given a choose profile box when first accessing Outlook. In the example below the user has two choices, their own inbox default outlook profile or the DWP Freedoms & Flexibilities profile.

12 53. If you wish to have access to your shared inbox via its profile please contact your ITSM Team. 54. The information contained in this link below gives useful information about sending mail from a District Exit Report box via your own Outlook profile. Transmission of Work Programme Provider (WPP) exit reports by unencrypted Aide Memoir 55. Please click the link below to access the Transmission of Work Programme Provider (WPP) exit reports by unencrypted Aide Memoir Transmission of Work Programme Provider (WPP) exit reports by unencrypted Aide Memoir Naming convention of shared mailboxes 56.In order for the IT Service Management (ITSM) Team to create a mailbox with the desired name within the My Office admin tool the following protocols need to be considered when requesting a shared mailbox: Example: producing the mailbox name/address: address redacted for data protection purposes. 57. The mailbox needs to be created under the DWP agency - with a name of 'WP Exit Report' and a friendly name of 'South Yorkshire'. This will appear in the Global Address list as: DWP South Yorkshire WP Exit Report The mailbox request is submitted on a UA11 form.

13 58. You must specify in the body text of the that you need the district name including in the friendly name for the district so the local ITSMs will format it correctly. Failure to submit a friendly name will result in the building name being added as a suffix as in the example below: address redacted for data protection purposes Increasing the capacity of the inbox: 59. Once the mailbox has been created a succession of Request to Pay integration (RTPi) requisitions for catalogue ref 602-DWP341B must be submitted to increase the mailbox capacity from Band A (25MB) to band D (500MB). Under RTPi process only one increment is allowed per request so we need 3 - A to B then B to C and finally C to D. 60. Once known a full list of provider dedicated addresses will be published in this guidance. We will issue the requests to the Prime providers only but returned reports may come back in from provider sub contractors. Exit Report Returned Electronically 61. Security clearance has now been granted for Work Programme providers to return Exit Reports electronically -see Security Notice 1/11 section 35. An initial trial of the process will commence in late November in all the Welsh Districts. 62. A dedicated address will be used for the return of individual Exit Reports. The address will be entered on the WPER2E and providers will return Exit Reports to this address only. 63. Access to the in box will need to be controlled and it is suggested that requests to providers go out from the same address. A UA11 form will need to be completed to create a shared inbox. Upon creation access restrictions must be set up. 64. When the individual Exit Reports have been sent to the relevant Jobcentre you must ensure that the is deleted as soon as possible from the sent area to avoid the box reaching capacity. 65. Careful management of the Exit Report Box will be needed to ensure it is not locked due to capacity problems. Whilst it is possible to increase the capacity poor management would soon fill any increased capacity level. Exit Report Returned within Deadline 66. Where the Exit Report has been returned within the 10 working day deadline the LMS record needs to be updated. Within the WP Details screen click amend and enter the Exit Report Return Date and save. This should be the date the Exit Report was received by the District SPOC.

14 67. The Exit Report should now be used to influence booking further interventions and Post Work Programme Support. The owning office should be work flowed to transfer the claimant back into their office. Exit Report Requested in Error 68. It may be possible for a request to be made where a claimant has signed off throughout the last weeks of their participation. If a provider identifies that a request has been made in error then they will mark the template Not appropriate CoC received and will request a safe date be entered into LMS to clear the target from being impacted. It is suggested the day after the request is added so these cases are clearly visible on MI. It is important to check before sending the request that the case is live, this will avoid unnecessary work Storage of Electronic Exit Report Files 69. Providers have been instructed to send all electronic Exit Reports in a Word format. The files will need to be saved in the dedicated secure shared folder with access only to staff that need to view the Exit Reports. 70. We recommend that within this folder a sub folder is set up for each individual claimant in a common format, so that the current version of the Exit Report can be saved. For example, [SURNAME] [INITIAL] [LAST 3 DIGITS OF THE NINO]). 71. Files should also be grouped in a date or month folder to assist with deletion. It is recommended that Exit Reports are retained for no more than 3 months in an electronic format. If file storage pressures exist then discretion can be used to delete earlier. Exit Report Not Returned within the Deadline

15 72. Currently the Exit Report Reminder process is suspended for clerical requests; this will continue until further notice and will also be applied to the electronic process. 73. If the workflow has matured and an Exit Report has not been returned complete the WPER3 (Postal version) which is the reminder template as per above guidance or the WPER3E (Electronic). Follow the same process as above. The original request date and the 5 working day return deadline date must be entered. 74. If the Exit Report has not been returned within the 5 working day timescale then the WP Performance Manager or Third Party Provision Team are to be informed. 75. If the Exit Report is returned within the next deadline then the LMS record is updated. 76. The Exit Report should now be used to influence booking further interventions and Post Work Programme Support. No Exit Report Received 77. If there is no Exit Report returned after this process then to enable Post Work Programme Support to be established the claimant should be asked to provide as much evidence as possible to enable decisions to be made. This may include checking previous Action Plans and JSAg s together with the LMS record. This action will be detailed in the Post Work Programme Support Guidance. Exit Report Request Made in Error 78. In some cases an incorrect request may be identified by either the provider SPOC or the District SPOC. It is the responsibility of either party to phone the other as soon as an error has been identified. 79. Possible scenarios are that the WPER2E was sent to the wrong provider SPOC or WPER2E includes participants with incorrect details or includes participants who do not belong to the provider. 80. When agreement is reached between the District SPOC and the Provider SPOC that an error has been made, for all scenarios the provider must delete the WPER2E and report the incident to DWP security as per Chapter 8 of generic provider guidance. 81. The District SPOC will issue a further WPER2E to the correct provider SPOC or re-issue the WPER2E to the original provider SPOC without errors. The District SPOC will re-set the Exit Report request date on LMS to give the provider the full 10 days to return the Exit Report. Retention of Electronic Exit Reports 82. It is recommended that Exit Reports are retained for no more than 3 months in an electronic format. If file storage pressures exist then discretion can be used to delete earlier. Return of Exit Reports for out of CPA Transfers 83. Until the electronic process is in place when an address will be supplied to providers for the return of Exit Reports, it is essential when

16 requesting Exit Reports from outside of your CPA to enclose the return address and contact details. This can be handwritten just below the DWP logo. New Claim Made After Completion 84. Work Programme completers may not have a live benefit claim at the point of completion. This will mean their details will not appear on the Work Programme Exit Report return and an Exit Report will not be requested. 85. If the completer returns to benefits within 6 months of completion an Exit Report may be required. If the adviser feels that a report will add value to the Post Work Programme Support diagnosis then the claimant s details should be added to the Exit Report Template WPER2/WPER2E (Postal or Electronic when available). 86. There is no requirement to request an Exit Report where the claimant returns to benefits 6 months or over after completion. Provider Contact Details 87. Please click the link below to access a list of Provider Contact Details. The list will be updated as we receive the missing Provider SPOC details. Provider Contact Details (postal) Provider Contact Details ( addresses) District SPOC Details and Contact Information 88. Please click the link below to access a list of District SPOC s and contact information and District inbox addresses. SPOC Details and contact information list. Provider address Details from which Exit Report Returns will be sent. 89. Please click the link below to access a list of Provider addresses from which the exit reports will be sent. The list separates Providers who are authorised to return reports electronically and those who are not currently cleared. Provider address Details from which Exit Report Returns will be sent Process Not in Place or Breakdown of the Process. 90. At present not all providers are committed to utilising the electronic process. When the National rollout commences your Change Team will ensure that you are aware of which providers are using the electronic process. Unfortunately due to providers not choosing this option Districts could be asked to use both clerical and electronic processes at the same time. 91. There may be occasions when due to circumstances such as IT failure you are temporarily unable to send Exit Report requests or receive exit reports via unencrypted . In these circumstances, you must ensure you inform JCP Labour Market Products Team via if possible at JCP Labour Market Products Team. Labour Market Products Team will inform relevant providers of the temporary suspension of the use of unencrypted

17 and update Work Programme Division. In the event of total IT failure and an cannot be sent from the District telephone the JCP Labour Market Products Team. 92. You must keep JCP Labour Market Products Team informed of the situation and inform them of how long you anticipate it lasting. If you anticipate the situation will continue for 48 hours or longer you must ensure you inform JCP Labour Market Products Team via at: JCP Labour Market Products Team and you must revert to receiving and/or returning exit reports via clerical means until the problem is resolved and you are able to use the unencrypted again. You must inform when you will be able to use unencrypted again prior to starting to use it. JCP Labour Market Products Team will notify WPD colleagues when the clerical process is being used and when unencrypted is to be re-introduced. 93. Similarly if your providers have an I.T. failure you must suspend using unencrypted if you are notified to do so by JCP Labour Market Products Team. JCP Labour Market Products Team will notify you if the problem will last for longer than 48 hours and will ask you to revert to the clerical process if appropriate. Once resolved, JCP Labour Market Products Team will notify you when the unencrypted process can be re-introduced. FORMS WPER2E Work Programme Exit Report Request Electronic Click this link to access the WPER2E Work Programme Exit Report Request Electronic. WPER2 Work Programme Exit Report Request Postal Click this link to access the WPER2 Work Programme Exit Report Request Postal. WPER3E Reminder Work Programme Exit Report Request Electronic Click this link to access the WPER3E Reminder Work Programme Exit Report Request Electronic. WPER3 Reminder Work Programme Exit Report Request Postal Click this link to access the WPER3 Reminder Work Programme Exit Report Request Postal.