Deferrals in Jobcentre Plus : research into staff understanding and application of deferral guidance for non-Jobseeker’s Allowance customers

The overall objective of the research was to explore Jobcentre Plus staff understanding of deferrals and waivers for non-JSA customers, following the revised guidance provided to local offices in April 2002. The research also intended to evaluate the impact of the guidance and, more specifically, aimed to: • explore staff attitudes to the process of applying deferrals and waivers; • explore staff attitudes and understanding of the new guidance on waivers and deferrals; • ascertain whether guidance is being adopted at local level, how, and whether it works well; • obtain examples of good practice; • determine whether staff think that systems have improved since the new guidelines have been issued; • check that the ‘right’ customers are being deferred; • examine customers’ views and experiences of deferrals; and • see whether systems are in place for picking up deferred customers. This research included face-to-face interviews with a wide range of staff from the Public Offices and Contact Centres and with non-JSA customers. Non-JSA customers included in the research included lone parents, carers, bereaved customers, and sick or disabled customers. The research was carried out in four case-study areas. The areas were chosen to ensure a good mix of deferral rates (based on averages May- October 2002), geographical spread (urban/rural), and whether the Pathfinders had been included in previous phases of the Jobcentre Plus research (these were avoided).