Personal Adviser Interviews With Benefits Claimants in UK Jobcentres

Abstract

We report on a study commissioned by the UK government of the ways in which advisers conduct mandatory interviews with unemployment benefits claimants. Among other results, we identified practices in soliciting claimants’ job goals and job plans that were more, or less, effective in achieving desired outcomes during these interactions. Moreover, we found that making a calculation of how much better off a claimant would be by retaining some benefit and working part-time was ineffective. Our reports, recommendations, and presentation to officials of the Department of Work & Pensions were acknowledged to have influenced policy changes concerning Jobcentre service delivery. Data are in British English.