Investigating the needs of the recently unemployed - 2009 Research for Consumer Focus
Consumer Focus' in-depth research with forty recently unemployed people shows that, although many acknowledge that advisers are under pressure, some customers are unhappy with the poor service they are receiving. They feel the service is rushed and their needs aren't listened to. Many are also not signposted to other support services and can be frustrated with the six month wait to access training and help with starting a business.
The needs of the recently unemployed are diverse reflecting the many different circumstances and backgrounds of this group. Just as these needs vary, so do their experiences and expectations of the services in place to support them and help them get back into work.
On a day-to-day level, boredom, frustration and loss of daily routine are seen as the most obvious impacts of unemployment. It is clear the financial impact caused by loss of earnings affects all jobseekers, many of whom now need to budget carefully and adjust their lifestyles appropriately. Of the other impacts raised by jobseekers some cite a loss of confidence in their employability. Others who do not raise this tend, instead, to blame the wider economic situation. These jobseekers remain positive they will find work when the job market improves.
Given the wide-ranging impacts of unemployment, the need for many to get back into work quickly was evident to alleviate boredom, improve their financial situation and build their confidence. However, some jobseekers have found positive impacts of being unemployed, including the chance to spend more time with their family, to carry out home improvements and to pursue other interests.
The research has uncovered a number of areas in which customers believe Jobcentre Plus can improve the service provided. The list below - based on suggestions by those who participated in the research - includes services which Jobcentre Plus may already be delivering, but this is contrary to some jobseekers' perceptions and experiences. * Greater consistency in the advice given to customers of employment and support services available both across and within Jobcentre Plus offices * More advice on financial assistance and how to budget whilst unemployed * Managing customer expectations better, for example by informing jobseekers when they sign on of the six month threshold for training * More personalised advice on job opportunities available, including an email service * Ensuring Jobkit is handed out to all jobseekers and discussing with them how the booklet will help their job search * Forge more relationships with relevant employers in growing sectors which could provide a greater number of job opportunities for those who describe themselves as `professionals', as well as less highly skilled jobseekers
Methodology Ipsos conducted semi-structured in-depth interviews with 40 customers of Jobcentre Plus across five locations in England, Scotland and Wales (locations are detailed within the appendices). Interviews were conducted between May and June 2009. All interviewees are recently unemployed, i.e. they had been unemployed for between three and nine months at the time of recruitment.
For further information please contact Sarah Jenkins on 0207 3473143
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