Service Charter 2014-2017

State Public Employment Service Service Charter 2014-2017 GOBIERNO DE ESPAÑA MINISTERIO DE EMPLEO Y SEGURIDAD SOCIAL SERVICIO PÚBLICO DE EMPLEO ESTATAL

Catálogo de publicaciones de la Administración General del Estado http://publicacionesoficiales.boe.es Edited by the State Public Employment Service (SEPE for its acronym in Spanish)) Condesa de Venadito, 9. 28027 - Madrid NIPO: 274-14-175-2

Index PRESENTATION... 4 ORGANISATION AND STRUCTURE OF THE... 5 SERVICES WE OFFER... 9 GHTS OF CITIZENS AND THEIR RELATION TO SEPE... 15 HOW TO PARTICIPATE... 16 QUALITY COMMITMENTS... 17 QUALITY INDICATORS... 18 RELIEF MEASURES IN CASE OF FAILURE TO COMPLY WITH COMMITMENTS... 18 SUBMISSION OF COMPLAINTS AND SUGGESTIONS... 19 QUALITY ASSURANCE, EQUALITY, OCCUPATIONAL HEALTH MEASURES, SERVICE ACCESSIBILITY AND ENVIRONMENTAL PROTECTION... 19 MEASURES TO FACILITATE ACCESS TO OUR SERVICES... 20 UNIT RESPONSIBLE FOR THE CHARTER... 21 CONTACT DETAILS... 21 ANNEX - LEGISLATION GOVERNING SEPE SERVICES... 26

PRESENTATION The State Public Employment Service has made significant efforts to improve the quality of the services it provides. The modernisation of its management has ensured obvious achievements for citizens, ranging from telephone and electronic customer care channels - alongside faceto-face offices - to the by-appointment system or the paperless office, which ensures that the processing of most cases is carried out with a significant reduction in photocopies and hard copies of files. At the same time it has implemented the EFQM quality model in all peripheral units of the organisation and has carried out various improvement projects ensuring that the services provided exceed the standards set by legislation. The purpose of the publication of this Service Charter is to show our commitment to progress; to inform citizens and users about our services, their rights and about the quality commitments we have made in regards to those services. We launched these commitments well aware of the challenges we face during a time when demand for our services is at its highest in our history. Due to the impact the current economic situation has on unemployment figures, the workload assumed by the 761 offices located throughout the country has doubled in the last four years, from 6 million files processed in 2008 to over 12 million expected in 2013. These moments are when we are most concerned about the people we serve and the quality of that service. We must demand more of ourselves as professionals who make up this body; we total over 9,000 public employees, and we have a signature vocation to provide services. We trust that this Charter will promote the modernisation of the State Public Employment Service, serve as an internal management tool for continuous improvement and bring us closer to citizens.. The Director General of the State Public Employment Service 4

ORGANISATION AND STRUCTURE OF THE EThe State Public Employment Service (SEPE) is an autonomous body appointed to the Ministry of Employment and Social Security. It is constituted and defined as such based on the Employment Act (Law 56/2003 of December 16) that recognises it as an integral part, in addition to the Autonomous Public Employment Services, of the National Employment System, and its structure is regulated by Royal Decree 1383/2008 of August 2. Thus SEPE, which has assumed the functions of the defunct National Employment Institute (INEM for its acronym in Spanish) since 2003, is an integral part of the National Employment System. The National Employment System is the set of structures, measures and actions that are needed for the promotion and development of employment policies, the implementation of which are carried out in a decentralised manner and adapted to different territorial realities. Thus the foundation pillars are the State Public Employment Service (SEPE) and the Public Employment Services of each different autonomous community, but within the National Employment System whose objective is to strengthen coordination among all actors involved in the labour market. National Employment System State Public Employment Service (SEPE) Benefit Offices Autonomous Communities Public Employment Services Employment Offices The State Public Employment Service is responsible for managing unemployment benefits as well as developing, organising and monitoring the employment policy programmes and initiatives and for coordinating the regional network. The Autonomous Communities Employment Services are responsible for managing unemployed and employed people and company care services. The network is complemented by a wide range of institutions and entities that collaborate with the Public Employment Services in providing employment activation policy services, such as placement agencies, training centres and entities, Local Governments, business organisations, trade unions, non-profit institutions and other collaborating entities. The various employment and training programmes that the Public State Employment Service promote and coordinate are mainly managed through the autonomous communities in collaboration with various institutions and entities. 5

The coordination of the National Employment System is mainly carried out through the following instruments: The Spanish Employment Strategy. The Employment Policy Annual Plan. The Public Employment Services Information System. MISSION To contribute to the development of an employment policy, manage the unemployment protection system and guarantee the flow of information on the labour market to ensure insertion and longterm employment for workers and improvement of human capital for companies in collaboration with the Autonomous Communities Public Employment Service and other actors in the labour market. VISION Achieve excellence in the management of our citizen services, making the most of new technologies and directing contributions by the National Employment System to increase the quality of the labour market. VALUES PIn order to comply with the provision of services entrusted to us and to reach objectives of being a quality body of reference in the delivery of those services, we are governed by the following principles: Culture of service to citizens. Innovative capacity. Transparency. Collaboration with other actors in the labour market. Commitment to the body s personnel. Quality in management. 6

RESPONSIBILITIES The main responsibilities are:: Plan and promote proposals for active employment policies focused on the needs of individuals and businesses (professional guidance through individual and personalised itineraries, job training, employment promotion programmes, etc.). Manage unemployment benefits, realising the protection rights of unemployed people. Conduct research, studies, analysis and statistics collection at a state level on the situation of the labour market and provide solutions to improve it. These functions are performed proactively, by anticipating new needs, with the aim of providing a fast and efficient service. ORGANISATIONAL AND REGIONAL STRUCTURE SEPE is composed of: Central Services. A regional network comprised of: --17 Regional Coordinating units. --52 Provincial Departments. -- An extensive network of Benefit Offices distributed throughout the 50 provinces and Ceuta and Melilla, from where unemployment benefits are managed in person and spaces are physically shared with the Public Employment Services of each autonomous community. The Ceuta and Melilla offices also assume employment management and training responsibilities for their region. 7

The State Public Employment Service organisational structure and institutional participation are detailed in the following graph: GENERAL MANAGEMENT SINGLE-MEMBER BODIES COLLECTIVE BODIES REGIONAL EXECUTIVE COMMITTEES REGIONAL COORDINATING UNITS (17) AND PROVINCIAL DEPARTMENTS (52) GENERAL COUNCIL CENTRAL EXECUTIVE COMMITTEE BENEFIT OFFICES RESOURCES AND ORGANISATION DEPUTY GENERAL DIRECTORATE INSTITUTIONAL RELATIONS AND LEGAL ASSISTANCE DEPUTY GENERAL DIRECTORATE FINANCIAL MANAGEMENT DEPUTY GENERAL DIRECTORATE INFORMATION TECHNOLOGY AND COMMUNICATION DEPUTY GENERAL DIRECTORATE STATISTICS AND INFORMATION DEPUTY GENERAL DIRECTORATE UNEMPLOYMENT BENEFIT DEPUTY GENERAL DIRECTORATE ACTIVE EMPLOYMENT POLICIES DEPUTY GENERAL DIRECTORATE According to Royal Decree 1383/2008 of August 1 approving the State Public Employment Service organisational structure and institutional participation, these bodies are: The General Council. It consists of twenty-four members, with equal representation from the Public Administration, business organisations and trade unions who hold institutional representation before state bodies. The Central Executive Committee. It consists of 9 members, with equal representation from the Central Public Administration, business organisations and trade unions who are part of the General Council. The Regional Executive Committees. Regional bodies from the autonomous communities who have institutional participation in the State Public Employment Service. They consist of 18 members, with equal representation from the State Public Employment Service, business organisations and the most representative trade unions at the state level. 8

SERVICES WE OFFER INFORMATION General information and personalised assistance on: requirements for unemployment benefits, labour market, incentives and resources available to promote recruitment, measures to improve professional qualifications and aid for entrepreneurial initiatives. Institutional information: statistics on registered labour movements, application for unemployment benefits and information on the status and trends of the labour market, developed by the Occupational Observatory. 9

MANAGEMENT Depending on the target group we can determine: Services for workers: Process and payment of unemployment benefits: --Contributory unemployment benefit. --Unemployment allowances. --Active Integration Income (RAI for its acronym in Spanish). --Agricultural unemployment allowance and Agrarian income (Andalusia and Extremadura). Process and payment of accumulated unemployment benefits: --Capitalisation (or lump sum) for the promotion of self-employment. --Assistance for the Voluntary Repatriation Programme (APRE for its acronym in Spanish). Process and payment of the PREPARA programme benefits. Facilitate the search for jobs through our website in the following spaces: Portal de Empleo (Employment Portal), Portal de Autónomos (Self-Employed Portal) and the EURES network. Assess the professional skills acquired through work experience (RECEX). Issue certificates of professional competence. Services for companies Register and issue certifications to centres for training actions in the field of State Public Employment Service management. Authorise Placement Agencies which have a wider scope than an Autonomous Community and with electronic management only. Facilitate the search for professional workers through our Portal de Empleo and Portal de Autónomos websites. Facilitate the recruitment of non-eu workers using the Bottleneck Occupations Catalogue. 10

Register Economically Dependent Self-employed workers (TAED for its acronym in Spanish) contracts. Facilitate communication by electronic means for hiring through the Contrat@ application that supports businesses to meet their obligations. Facilitate communication of business licences by electronic means, through the Certific@2 application that supports businesses to meet their obligations. Authorise companies to adopt alternative measures to comply with the requirement of a 2% recruitment quota for persons with disabilities when the company has workplaces available in more than one autonomous community and less than 85 percent of the workforce come from one autonomous community. Manage vocational training for employment at a national level in collaboration with the Tripartita Foundation for Training in Employment. Services for public administrations and non-profit entities Create and qualify National Reference Centres for Vocational Training through cooperation agreements with the Autonomous Communities. Grant subsidies for cooperation with the State Administration bodies and non-profit institutions that recruit unemployed people to carry out jobs and services of general and social interest. Manage grants to Local Governments for the Agricultural Employment Development Programme. Grant subsidies for the implementation of Training Workshops, Trade Schools and Employment Workshop programmes in the field of State Public Employment Service management. Manage Vocational Training for Employment activities targeting military and navy personnel as well as persons deprived of liberty. Grant public subsidies for the development of an information technology and communications (IT) training programme and insertion of job seekers into that market. Maintain a database that is generated and shared by all Public Employment Services for job placements. 11

We also deliver services related to employment and training in the autonomous cities of Ceuta and Melilla since the management of active employment policies has not been transferred to them. Those services are: Register jobseeker applications. Guidance: Design and develop personalised employment itineraries and guidance on employment and self-employment. Job matching: Manage employment supply and demand. Training: -- Offer vocational training for employment with official qualification through the repertoire of Professional Certificates when they are associated with the National Catalogue of Qualifications and promote training related internships. -- Evaluate and, where appropriate, recognise skills acquired through work experience with official qualification. -- Monitor and manage dual training/employment programmes through Training Workshops, Trade Schools and Employment Workshops. -- Register and accredit training centres, manage the accreditation and registration processes in the Training Centres and Institutions and the State registration Of Training Centres and Institutions. Promote employment: -- Manage grants and subsidies to promote self-employment, labour cooperatives and societies -- Report and manage grants and subsidies to promote employment of people with disabilities, including labour enclaves and benefits for stable employment and integration into special employment centres. -- Report and manage subsidies to promote recruitment of unemployed people through Local Governments, government agencies and non-profit entities. -- Manage subsidies to Social Security contributions arising from the capitalisation of unemployment benefits. 12

SERVICE DELIVERY CHANNELS In-person We will attend to your requests for information on, and recognition of, your unemployment benefits at the benefit offices. In addition, the Ceuta and Melilla offices offer services related to job matching, training for employment and other active employment policies. Except for the aforementioned autonomous cities, the office is shared with the autonomous communities public employment services. Appointments are necessary and can be requested request via telephone or trough our webpage. Telephone The telephone service is available on three different numbers: Appointments 901 010 210 Employee line 901 119 999 LLocation of offices. Request certificates. Unemployment benefits services. Assistance with voluntary repatriation. Assistance with the website or online operations. Information about your first EURES job or official recognition of your professional experience. 13

Companies Line 901 010 121 Certific@2 Service benefits. Contrat@ Service for communicating contracts online. Information on official recognition of professional experience. Company registration, post job offers and search for professional workers. Assistance with the website or online operations. Electronic All the aforesaid services can also be processed electronically through our online office (https:// sede.sepe.gob.es/), with the exception of the PREPARA programme which can only be managed in person. The technical requirements for accessing electronic services are: indows XP, Windows Vista, Windows 7 and Windows 8. The supported architecture for all operating systems is 32 and 64 bit. Internet Explorer, Mozilla Firefox or Chrome Browsers. The browser should not prevent the execution of JavaScript code or pop-ups. Adobe Acrobat Reader 7.0 File Viewer or higher. 32 bit Java Virtual Machine (JRE) (1.7u55) or higher. The browser should not prevent the execution of JavaScript code, nor prevent pop-ups. Username and password provided by a State Public Employment Service, digital certificate provided by a recognised body or electronic ID. You will find this information in more detail and constantly updated on our website and our online office. 14

RIGHTS OF CITIZENS AND THEIR RELATION TO SEPE Citizens have the rights established in Article 35 of Law 30/1992 of November 26, on the Legal Regime of Public Administrations and Common Administrative Procedure, Article 6 of Law 11/2007 of June 22, on electronic access of citizens to Public Services and specific legislation on employment and unemployment protection. Worth noting is that citizens, in their relations with SEPE, are entitled to: A decision on the application for benefits or unemployment benefits within the 15 days following the submission of their complete application. Information and guidance on the requirements imposed by existing provisions in our field of competence. Access, at any time, the status of the proceedings in which they are party and copies of the documents contained in them. An electronic certificate from our offices (including the username and password) in order to manage any procedures regarding unemployment benefits on the internet. Use the electronic resources under the terms provided in Law 11/2007. Use the electronic ID or other electronic signature system, accepted by the Public Administration and publicised in our Online Office, to perform any procedure that is available there. The guarantee of security and confidentiality of their information contained in our files, systems and applications, as well as the reliability of information. Reject the request to provide documents that are not required by regulations or that are already in our possession. 15

HOW TO PARTICIPATE Citizens can participate and collaborate with SEPE in the following ways: Sending any doubts they may have through the consultation mailbox available on the web. Presenting complaints and suggestions both electronically, through the complaints and suggestions mailbox that can be accessed on our website and throughout the Electronic Office, or through hard copy, using the forms available in all our units. Answering satisfaction surveys on the services received at the benefit offices, on the telephone and through the website, which take place regularly. Direct presence and contact with citizens in specialised forums. Participating in the weekly national television programme Aquí hay trabajo, where queries regarding employment, training and unemployment benefits are resolved. From an institutional perspective, SEPE receives citizen contributions through various representative bodies: The SEPE General Council, its Central Executive Committee, the Regional Executive Committees, the Provincial Executive Committees, the County Councils and Regional and Provincial Committees have the participation of representative trades unions and employers organisations. The General Council of the National Employment System (composed of SEPE and the Autonomous Employment Services) is formed with a representative from each Autonomous Community and an equal number of members from the Central Public Administration, representative employers organisations and trades unions. The State Commission for Employment Training. Through this body, the General Council of the National Employment System performs its functions in training for employment. 16

QUALITY COMMITMENTS In regards to the services provided by SEPE, we are committed to improving quality, specifically as follows:: 1. Make appointments, whether requested by phone or via the website, within the following times: 70% between 1 and 5 working days. 20% between 6 and 10 working days. 10% within a maximum of 15 working days. 2. Address all enquiries and handle all the operations requested by telephone, within the corresponding business hours. 3. Resolve requests for contributory benefits and benefits for termination of employment contract, within 5 working days of the request, and transfer payment of the benefit on the 10th of the following month. 4. Answer electronic inquiries sent through our website within 1 and 5 working days from when they were sent. 5. Provide access to electronic procedures through the Online Office, providing 100% of new recipients of benefits with a user name and password. 6. Company registration through Portal de Empleo and Portal de Autónomos on our website within 24 hours from when the request was sent. 7. Make monthly statistics on unemployment, recruitment and unemployment benefits available to the public at 9am on the 2nd working day of each month. 8. Publish any legislative developments that affect services and the rights of citizens or that constitute relevant information on our website no later than 48 hours after publication in the Official Bulletin. 17

QUALITY INDICATORS Percentage of: 1. Appointments that have been attended to, distributed by the three time ranges. 2. Questions and requests that have been addressed with regards to all enquiries. 3. Contributory benefits settled and paid within the established timeframes. 4. Electronic enquiries answered within the established timeframes. 5. New recipients that have a password and username. 6. 6. Companies registered through the Portal de Empleo and the Portal de Autónomos within 24 hours. 7. Monthly statistics made available to the public within the established date and time. 8. New legislation published on the website within expected timeframes.. RELIEF MEASURES IN CASE OF FAILURE TO COMPLY WITH COMMITMENTS COMPLAINT OPTIONS Complaints arising from failure to comply with the commitments stated in this Charter should be addressed to the unit responsible by post or email at the addresses mentioned above. RELIEF MEASURES Once your complaint has been received, we will reply within 15 working days with a letter from the SEPE General Directorate communicating the reasons that caused the breach and relief measures that will be accordingly adopted. Failure to comply with the commitments stated in this Charter in any way will not result in liability of the Administration. 18

SUBMISSION OF COMPLAINTS AND SUGGESTIONS As a tool for continuous improvement, SEPE responds to complaints made by users, and analyses their suggestions. Complaints and suggestions can be submitted: By post or in person in any of our units: employment-benefit offices, provincial departments and central services. You can find our addresses in the Additional Information section of this Service Charter. Through our Online Office, https://sede.sepe.gob.es/ with your Digital Certificate. Under no circumstances will the complaints be classified as administrative appeals nor will their submission interrupt any of the timeframes established in current legislation. QUALITY ASSURANCE, EQUALITY, OCCUPATIONAL HEALTH MEASURES, SERVICE ACCESSIBILITY AND ENVIRONMENTAL PROTECTION QUALITY ASSURANCE SEPE has implemented a quality management system based on the European EFQM Excellence model, considering citizens the purpose of our public services and continuous improvement. We identify aspects to be improved through self-evaluation processes and internal and user surveys. Once the areas for improvement have been identified, we work on them with a project management methodology, as this is a systematic way to organise activities to ensure the effectiveness and efficiency of work plans. The result is the development of numerous projects that are executed from start to finish, by multidisciplinary SEPE teams. ENVIRONMENTAL PROTECTION We work on our impact on the environment by implementing energy saving plans; recycling and reducing the consumption of paper; avoiding energy waste through low consumption lighting systems and respecting sustainable temperatures in our facilities; recycling waste; aensuring 19

respectful destruction of paper and its treatment; using recycled paper and limiting its use in our procedures with the support of the electronic administration initiative. The efforts to make SEPE a more ecological organisation can be seen in the fact that our General Directorate and part of our Provincial Directorate have implemented consolidated plans, protocols and actual practices. GENDER EQUALITY Following the guidelines from the Central Public Administration in regards to gender equality, SEPE incorporates gender equality in all its activities, ensuring non-discrimination between women and men in their relations with people who work at SEPE, either as recipients of services or members of the staff. As of 2011, communication regarding equality is done through the intranet, creating a separate section that includes information on regulations and the results of the Conciliation Plan implementation are posted. MEASURES TO FACILITATE ACCESS TO OUR SERVICES As the entity responsible for the content management of its website and its Online Office, SEPE carries out any changes that are needed to ensure the information published is accessible to users who have impaired hearing, vision or mobility, difficulty in reading, comprehension, difficulties in using the keyboard or mouse or limitations such as having a text-only browser, a small screen or a slow connection to the internet, in accordance with Public Administration provisions for websites established by the Law on Information Society Services and Electronic Commerce. Our web site uses the automatic validation tool TAW (Test Web Accessibility) to assess the degree of accessibility our pages present. We use this symbol to indicate those SEPE units that have accessibility measures available.. 20

OCCUPATIONAL HEALTH AND SAFETY Complying with legislation on the prevention of occupational hazards in the State Administration, SEPE has developed a health and safety policy for all their units which have decision-making powers, including plans for prevention of occupational illnesses including specific training for personnel, and mandatory evacuation from the facilities programmes for cases of emergency, all reflected in 23 procedures concerning this subject, published on the intranet, and developed by a network of people responsible for prevention, Designated Public Employees (personnel designated for prevention at a provincial level) and the Health and Safety Committee. UNIT RESPONSIBLE FOR THE CHARTER The Unit responsible for the Service Charter is in charge of ensuring compliance with the commitments contained therein and of promoting improvement actions as appropriate. Resources and Organisation Sub-Directorate General C/ Condesa de Venadito, 9 28027 Madrid subdireccion.recursos@sepe.es Phone no.: 91 585 98 88 CONTACT DETAILS CENTRAL SERVICES C/ Condesa de Venadito, 9 28027 - Madrid Phone no.: 91 585 98 88 Fax: 91 377 58 81 21

BENEFITS OFFICES You can find information about the SEPE offices on our website, by calling 901 11 99 99 or the phone numbers for each area that follow. PROVINCIAL DEPARTMENTS APPOINTMENTS CITIZENS COMPANIES 901 01 02 10 901 11 99 99 901 01 01 21 PROVINCE POSTAL ADDRESS PHONE NUMBERS A CORUÑA ALBACETE ALICANTE ARABA/ÁLAVA ALMERÍA ASTURIAS ÁVILA BADAJOZ BARCELONA BIZKAIA BURGOS C/ Alejandro Barreiro Noya, 1-3 15006 - A Coruña C/ Cid, 31 02002 - Albacete C/ San Juan Bosco, 15 03005 - Alicante C/ Pintor Jesús Apellaniz, 11, Bajo 01008 - Vitoria Avda. Cabo De Gata, 120 04007 - Almería C/José Mª Martínez Cachero 17-21 33013 - Oviedo Doctor Jesús Galán 05003 - Ávila C/ Republica Dominicana, 10 06005 - Badajoz Parc De L'estacio Del Nord S/N 08018 - Barcelona Gran Vía, 50 48011 - Bilbao C/ Jesús María Ordoño 4, 8 Y 10 09004 - Burgos 981995579 981995598 981995797 967750579 967750598 967750997 965000579 965000498 965000497 945750579 945750898 945750597 950750579 950750598 950750597 984751579 984751498 984751597 920750779 920750798 920750797 924990579 924990578 924978197 936190579 936190998 936190997 944506579 944500598 944506697 947750879 947750598 947750897 22

APPOINTMENTS CITIZENS COMPANIES 901 01 02 10 901 11 99 99 901 01 01 21 PROVINCE POSTAL ADDRESS PHONE NUMBERS CÁCERES CÁDIZ CANTABRIA CASTELLÓN CEUTA CIUDAD REAL CÓRDOBA CUENCA GIPUZKOA GIRONA GRANADA GUADALAJARA HUELVA Avda. De La Hispanidad, 6 10002 - Cáceres Plaza De Madrid S/N, Edificio Carranza 11007 - Cádiz C/ Vargas, 53-2 39010 - Santander Av/Pérez Galdós, 19 12002 - Castellón C/ Salud Tejero, 16-18 Entreplanta 51001 - Ceuta C/Echegaray, 3 13004 - Ciudad Real Avda. Conde Vallellano, S/N 14071 - Córdoba Eras Del Tío Cañamón N 2 Y 4 16004 - Cuenca C/ Oquendo, 16, Planta 4 20004 - San Sebastián Avda. De Sant Narcis, 109 17005 - Girona C/ Mirlo 4 18014 - Granada Avda. Del Ejercito, 12-3A. Planta 19071 - Guadalajara C/ José Leandro Muñoz;Esq, Avda De Méjico 21001 - Huelva 927750579 927750598 927750597 956992579 956992598 956992597 942990579 942990898 942990897 964750579 964750598 964750897 956984979 956984779 956984997 926990579 926990598 926990997 957990579 957990598 957990597 969750579 969750598 969750597 943980579 943980598 943980597 972068679 972068698 972068697 958900879 958900598 958900797 949750979 949750898 949750997 959750579 959750598 959750997 23

APPOINTMENTS CITIZENS COMPANIES 901 01 02 10 901 11 99 99 901 01 01 21 PROVINCE POSTAL ADDRESS PHONE NUMBERS HUESCA ILLES BALEARS JAÉN LA RIOJA LAS PALMAS LEÓN LLEIDA LUGO MADRID MÁLAGA MELILLA MURCIA NAVARRA OURENSE C/Agustín De Carreras, 2-Bajos 22004 - Huesca Gremi De Sabaters,39 07009 - Palma de Mallorca Pza. San Francisco, 2 23071 - Jaén C/ Juan Ii, 4 Bajo 26006 - Logroño C/ Velázquez, 10 35005 - Las Palmas Gran Vía De San Marcos, 27-6ª 24001 - León C/Dr.Combelles, Nº57 25003 - Lleida Ronda De La Muralla, 50 Bajo 27003 - Lugo C/ Víctor De La Serna,43 28016 - Madrid Avda. De Andalucía, 23 29006 - Málaga C/ Álvaro De Bazán, 14-16 52005 - Melilla Plaza Vinadel, 10, Bajo 30004 - Murcia Plaza De Góngora, 5 Bajo 31006 - Pamplona Avenida De Marín 29-31 Bajo 32001 - Ourense 974750579 974750598 974750597 971980779 971998798 971998797 953990579 953990598 953990597 941750579 941750598 941750597 928990579 928990598 928990597 987990579 987990598 987990597 973990479 973990598 973990597 982750779 982750778 982768897 910504579 910504598 911774997 952998679 952997098 952998697 952990779 952990798 952990797 968991579 968991598 968991997 948990579 948990598 948990597 988750579 988750598 988750597 24

APPOINTMENTS CITIZENS COMPANIES 901 01 02 10 901 11 99 99 901 01 01 21 PROVINCE POSTAL ADDRESS PHONE NUMBERS PALENCIA PONTEVEDRA SALAMANCA SEGOVIA SEVILLA SORIA TARRAGONA S. C. TENERIFE TERUEL TOLEDO VALENCIA VALLADOLID ZAMORA ZARAGOZA Avda. Simón Nieto, 10, Planta 2 34071 - Palencia C/ Cánovas Del Castillo N.18 - Vigo 36202 - Vigo Avda. Carlos I, 78-92-12 37008 - Salamanca C/ Carretera De Villa Castin, 4 40006 - Segovia C/ Botánica S/N Polígono Empresarial, Nueva Torneo 41015 - Sevilla Santa Teresa De Jesús, 9 42003 - Soria Pere Martell, 45 43005 - Tarragona C/ Tome Cano N.12 38005 - Sta. Cruz de Tenerife Nicanor Villalta 22 44002 - Teruel C/ Reino Unido,3 45005 - Toledo C/ Trinidad, S/N. Edf. Torres Del Turia 46010 - Valencia Plaza Del Milenio, 1 47014 - Valladolid C/ Fray Toribio De Motolinia 9-11 49014 - Zamora Avda. De Tenor Fleta, 53-55 50008 - Zaragoza 979990579 979990598 979990597 986981579 986981598 986981897 923750579 923750598 923750597 921750579 921750498 921750497 955563579 955566598 955566997 975750579 975750598 975750597 977990979 977990598 977990597 922990579 922990598 922990597 978990579 978990598 978990597 925990579 925990598 925990597 963085779 963085598 963085997 983990979 983990998 983990997 980750579 980750598 980750597 976998979 976998998 976998997 25

ANNEX - LEGISLATION GOVERNING SEPE SERVICES ACTIVE EMPLOYMENT POLICIES LEGISLATION Law 56/2003 of December 16 on employment. Organic Law 5/2002 of June 19 on Qualifications and Vocational Training. Law 43/2006 of December 29 on improving growth and employment. Law 3/2012 of July 6, on urgent measures to reform the labour market. Royal Decree-Law 4/2013, of February 22 on measures to support entrepreneurs and stimulate growth and job creation. Royal Decree 395/2007 of March 23r which regulates the Vocational Trainingfor Employment Subsystem. Royal Decre 1542/2011, of October 31, approving the Spanish Employment Strategy 2012-2014. Royal Decree 1796/2010 of December 30 which regulates employment agencies. Royal Decree 34/2008 of January 18 which regulates professional certificates. Royal Decree 1224/2009 of July 17, on the recognition of skills acquired through work experience. Royal Decree 229/2008 of February 15 which regulates National Reference Centres for Vocational Training. Royal Decree 1451/1983 of May 11, which pursuant to the provisions of Law 13/1982 of April 7 regulating selective employment and measures to promote employment of workers with disabilities. Royal Decree 2273/1985 of December 4 approving regulations on the Special Employment Centres as defined in Article 42 of Law 13/1982 of April 7, on the Social Integration of People with Disabilities. 26

Royal Decree 290/2004 of February 20 which regulates labour enclaves as a measure to promote employment of people with disabilities. Royal Decree 870/2007 of July 2 which regulates the employment programme as a measure to promote employment of people with disabilities in the labour market. Royal Decree 1529/2012 of November 8, which develops the training and apprenticeship contract and establishes the foundations for dual vocational training. CONTRIBUTORY AND WELFARE BENEFITS LEGISLATIONS Title III of the Revised Text of the General Social Security Law, approved by Royal Legislative Decree 1/1994 of June 20. Royal Decree 625/1985 of April 2, which enacts Law 31/1984 of August 2 on Unemployment Protection. Royal Decree-Law 4/2008 of September 19 on cumulative and advance payment of the contributory unemployment benefit to non-eu foreign workers who voluntarily return to their country of origin. Royal Decree 1369/2006 of November 24 which regulates the active integration income programme for unemployed people who have special economic needs and difficulties in finding employment. Royal Decree 5/1997, of January 10 which regulates unemployment benefits for temporary employees included in the Special Agricultural Social Security regime. Royal Decree 426/2003, of April 11 which regulates agricultural income for temporary employees included in the Special Agricultural Social Security regime in the Autonomous Communities of Andalusia and Extremadura. Law 28/2011 of September 22, which integrates the Special Agricultural Social Security regimes into the General Social Security regime. 4th transitional provision of Law 45/2002 of December 12, on urgent measures to reform the unemployment protection system and improve employability. 27

SUBSIDIES LEGISLATION Law 38/2003 of November 17 on General Subsidies. Royal Decree 887/2006, of July 21, approving regulations of Law 38/2003 of November 17 on General Subsidies. Royal Decree-Law 1/2011, of February 11, on urgent measures to promote the transition to stable employment and professional qualifications of the unemployed. Royal Decree-Law 01/2013 of December 25 extending the professional retraining programme for people who exhaust their unemployment benefits and ensure the adoption of other emergency measures for employment and social protection of unemployed people. Resolution of February 13, 2013, by the State Public Employment Service, which determines the form and timeframes for presenting and processing supporting financial aid included in the retraining programme for people who exhaust their unemployment benefits extended by Royal Decree-Law 1/2013, of January 25. ADMINISTRATIVE REGULATIONS IN GENERAL, AND ELECTRONIC ADMINISTRATION IN PARTICULAR LLaw 30/1992 of November 26 on the legal regime of public administrations and common administrative procedure. Royal Decree 208/1996 of February 9 which regulates administrative information and customer care services. Law 11/2007 of June 22, on electronic access to Public Services. Law 15/1999 of December 13, on the Protection of Personal Data. Royal Decree 951/2005 of July 29, which establishes the general framework for quality improvement in the Central Public Administration. Organic Law 3/2007 of March 22 for effective equality between women and men. 28

State Public Employment Service www.sepe.es Appointments 901 01 02 10 Citizens 901 11 99 99 Companies 901 01 01 21 www.sepe.es We re working for you