Dumfries, Scotland, DG1 2PQ : Annan, Scotland, DG12 6JJ : Stranraer, Scotland, DG9 7EL : Barrhead, Scotland, G78 1NF : Clydebank, Scotland, G81 2JL : Dumbarton, Scotland, G82 1SJ : Alexandria, Scotland, G83 0UP : Helensburgh, Scotland, G84 7PH : Kilmarnock, Scotland, KA1 2DF : Irvine, Scotland, KA12 8AA : Cumnock, Scotland, KA18 1JZ : Saltcoats, Scotland, KA21 5EZ : Kilbirnie, Scotland, KA25 6HL : Girvan, Scotland, KA26 9AL : Ayr, Scotland, KA8 0BX : Paisley, Scotland, PA1 2AN : Port Glasgow, Scotland, PA14 5EY : Greenock, Scotland, PA15 1QL : Rothesay, Scotland, PA20 0DF : Dunoon, Scotland, PA23 8BB : Cambeltown, Scotland, PA28 6BZ : Oban, Scotland, PA34 4AF : Renfrew, Scotland, PA4 8QL : Johnstone, Scotland, PA5 8QT
About the job
About the Department for Work and Pensions
Do you have a passion for public service? Would you like to make a difference to someone’s life? If so we would like to hear from you. DWP delivers services to 22 million claimants and customers a year. DWP is responsible for helping people move into employment, supporting pensioners and protecting some of the most vulnerable in our society. We help people lift themselves out of poverty and to stay out of poverty, through work, saving and support. This is a hugely important public service and our challenge is bigger than ever.
We must become an extraordinary Department and we need people like you to help us deliver this. We are looking for people who can provide excellent customer service, can demonstrate good communication skills and a positive attitude to change, and are able to work under pressure. You must have a clear commitment to, and where possible, show examples of delivering an effective service to customers
Our immediate vacancies are for Work Coach opportunities based in Jobcentres.
About the Work Coach role
The Work Coach role requires face to face, digital and phone interventions with claimants on a daily basis and typically involves:
• Having an assigned caseload of Universal Credit, Jobseekers Allowance, Employment Support Allowance & Income Support claimants for whom they will be responsible, providing consistency and continuity of service
• Offering quality, dynamic, flexible advice and support to underpin claimants’ personalised commitment to job search actions, and support them to develop the skills and activities they need to look for and obtain work in a digital environment.
• Building positive relationships with claimants that encourage, motivate and build trust through recognition, praise and reinforcing of positive behaviours and completion of tasks, encouraging the achievements of further more stretching goals and achievements.
• Proactively developing in-depth knowledge of the local labour market and provision, recognising the roles that our Partners and Employers have in helping our customers secure employment.
• The ability to confidently use Digital services, navigate and coach others to use digital job search methods i.e. job search websites, email, uploading documents, social media
• Promoting the benefits of claimants planning their own Work Search or Work Preparation Activities
• Supporting Universal Credit customers to make the most of their work and earnings potential and become financially independent.
• Being accountable for the level, frequency and intensity of contact they have with each claimant by managing their own diary
• Making timely decisions, based on the needs of the claimant, to refer them to appropriate support
• Promoting high attendance rates at group sessions by explaining benefits to the claimant
• Being accountable for the decisions made during interviews with claimants to help move them back into sustained employment or prepare for work
• A very few roles involve home visits e.g. to help customers make applications for benefit or to obtain information
To be successful you will need to demonstrate effective communication skills across a wide range of diverse customers, along with the ability to understand complex information and give explanations to the customer.
You must be able to navigate a range of computer systems to action tasks as well as coach others to use digital work searching. You will also be required to handle telephony queries and have the ability to manage difficult situations.
You will be required to undertake a work based qualification, in the form of an apprenticeship that will support you in further developing your professional knowledge and skills for this role, and your future career development. The qualifications will be undertaken in work time.
More information on the typical duties of a Work Coach is provided in the Candidate Information pack along with information on some other Executive Officer job roles within DWP.
• Good standards of literacy and numeracy;
• Ability to confidently use Digital services, navigate and coach others to use digital job search methods i.e. job search websites, email, uploading documents, social media;
• Ability to communicate face to face and by phone;
• The ability to communicate effectively with a wide range of diverse people/customers;
• The ability to understand complex information and give explanations to people/customers;
• The ability to navigate a range of computer systems;
• The ability to handle sensitive and challenging situations with people/ customers.
You gain these from previous jobs, projects, voluntary work, hobbies and interests.
Could you adapt these skills to become an exceptional Work Coach? Some examples below:
• Do you have previous experience as self-employed?
• Are you self-motivated and can motivate others?
• Can you develop relationships with a diverse range of people?
• Do you have good negotiation and influencing skills?
We'll assess you against these competencies during the selection process:
- Managing a quality service
- Making effective decisions
- Building capability for all
- Leading and communicating
You must provide evidence against the following on your application form:
- Managing a quality service
- Making effective decisions
Civil Service Competency Framework
For successful candidates, pension schemes are available
Things you need to know
Successful candidates must pass a disclosure and barring security check.
Candidates will be subject to UK immigration
requirements as well as Civil Service nationality rules
If you're applying for a role requiring security clearance please be aware that foreign or dual nationality is not an automatic bar. However certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with certain countries outside the UK.
Selection process details
Before starting your application you should read the candidate pack. An application process with an initial sift being conducted using the civil service online sift tool. A further sift, based on the lead competencies ‘Managing a Quality Service and Making Effective Decisions’ may be held if a large number of applications are received.
To apply you must complete the application form and provide evidence against two competencies Managing a Quality Service and Making Effective Decisions. To complete the two competencies you will need to refer to the attached Competency Framework.
Your competencies must be attached to your application and submitted by the closing date advertised. If it is not attached, your application will not be considered. Each competency should not exceed 250 words.
After submission of your application you will be invited to complete an online test that takes up to 30 minutes to complete. Please complete the online test as soon as you can. You will have until midnight on 27 June 2017 to submit your completed test. If you fail to complete the online test before the deadline your application will be withdrawn. Further details are in the candidate pack
Guidance for each test will be available when you are invited to take the test.
The test is administered online and accessed via the CS Jobs website.
Some applicants may have difficulty using the test, for different reasons. While the tests should work on most operating systems and modern browsers with a good internet connection, we cannot guarantee that every combination will work. At the beginning, the test will check what browser you are using, and alert you if it is likely to be incompatible.
You CANNOT complete the Test on a mobile phone or tablet.
For Online Test information please refer to attachments below.
Those who pass the on-line test with the required score and the competency sift if required will be invited to interview via an electronic notification to your Communication Centre. If you are invited to an interview this will be to assess how well you can demonstrate you have the competencies listed below.
Please note – if you apply for multiple Work Coach Adverts within Central England as listed in the vacancy title your other applications will be automatically be moved to ‘Campaign Duplicate’ status. We may sift and interview you only once and the first application you submit will be used to inform where this may take place, your scores will be automatically carried across to any other applications made.
All communications will be electronic therefore it is vitally important that you check your Communication Centre regularly.
Once you receive the invite to interview you will need to access the system and book yourself an interview slot.
Preparing for the interview:
If successful and invited for interview, candidates will be required to demonstrate effectiveness against the following four competencies:
Managing a Quality Service
Making Effective Decisions
Building Capability, and
Leading and Communicating
You will need to provide the interview panel with examples of how you have demonstrated each of the competencies. To prepare for the interview you will need to refer to the attached Competency Framework and Applying for a Job booklet
Selecting preferred locations:
If invited to interview you will be sent a list of locations where we have vacancies, you will be asked to tick each location you wish to be considered for. As posts are offered in strict merit order, if all the locations you have ticked have been filled you will be placed on a reserve list for 6 months. As further vacancies arise we will revisit the reserve lists and make offers.
Please note that for some of the locations currently listed in this vacancy, we may not be able to immediately offer a position based on the needs of the business at the time.
The majority of posts are based in jobcentres. A very few posts involve regular travel to visit customers in their homes. This would be discussed with you if you are successful at the point of making the offer to you. A current driving licence is an essential requirement for such posts.
After the interview:
Once all interviews have been completed, candidates will be notified of the outcome by email.
Successful candidates offered a posting based on their preferred locations will be notified of a start date, which is likely to be from September 2017. These posting offers will be made in strict merit order.
Successful candidates not offered a posting will be placed on the reserve list which will be held for 6 months. This period may be extended up to a maximum of 12 months. The reserve list will be used to offer future vacancies arising in your preferred locations. These further posting offers will also be made in strict merit order.
The reserve lists may also be used to offer future vacancies not necessarily restricted to the current locations included in the advert. They may also extend to FTA or permanent vacancies which arise across the wider DWP network – further details of other job roles are contained in the attached candidate pack. Any such offers would be made in strict merit order to all candidates remaining on the reserve list. The location and job role would be fully explained to you. Refusal of the offer would not change your reserve list position.
Feedback will only be provided if you attend an interview or assessment.
Candidates in their probationary period are eligible to apply for vacancies within this department.
Working for the Civil Service
The Civil Service Code
sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles
The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.
Apply and further information
Contact point for applicants
Name: Elizabeth Castle
Tel: 01475 494003
Online test instructions
Please complete the online test at your earliest convenience as you will have until midnight on 27/06/2017 to submit your completed test. If you fail to complete the online test before the deadline your application will be withdrawn.
Sift/interview dates and location
You will have up until midnight on the closing date to complete the application on-line.
Interviews are to be held between 19 July 2017 and 08 August 2017, but these dates may shift depending on numbers being interviewed. We can only consider your application if you can attend an interview within the dates above.
Things you need to know
If you are a successful candidate you will be expected to undertake a Disclosure and Barring Security check.
If you are a successful candidate you will be expected to undertake Basic Checks.
Candidates will be subject to UK immigration requirements as well as Civil Service Nationality Rules.
If applying for a role requiring security clearance, be aware that foreign or dual nationality is not an automatic bar, but certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with countries outside the UK.
This is a Non Reserved post and is therefore open to UK, British Commonwealth and European Economic Area (EEA) Nationals and certain non EEA members
Working for the Civil Service
The Civil Service embraces diversity and promotes equality of opportunity. Applications from the UK Reserve Forces are welcome, as we aspire to be a model employer of those who serve their country. We also offer a guaranteed interview scheme (GIS) for disabled applicants who meet our minimum selection criteria. We will not tolerate any form of discrimination.
The Civil Service recruits by merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles.
School leaving age statement
Candidates will be subject to UK school leaving age legislation.
• The Civil Service is an equal opportunities employer and can offer many development and progression opportunities for those who display the right talent and commitment.
• The full time working week for DWP is 37 hours. You may be required to work at any time between the hours of 7.45am and 8pm on any day between Monday to Friday and 8.45am to 5pm on Saturday. You will be given advance notice of your personal schedule
• DWP is a family-friendly employer and we try to accommodate the widest range of working patterns, including part-time and job-sharing, but we cannot guarantee doing so because our ability to deliver our business locally must always be taken into account.
• Full learning and development for the role will be provided including Diversity & Equality. Initial training and consolidation will take up to 10 weeks to complete, dependent on the role, usually at the office location.
• Candidates will be required to work full time Monday to Friday during the initial training and consolidation period.
• Work Coach roles are based in Jobcentres and require face to face contact with claimants.
• These posts are subject to a 6 month probation period. Security checks will also be undertaken.
Please note - A reserve list will be held for a period of 6 months from which further appointments can be made as and when the business resources require expansion.
We will only accept paper applications from those who have a disability that prevents them from applying online. Once you submit your application it cannot be changed. We will not accept late applications.
Applicants who are successful at interview will be, as part of pre-employment screening subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk.