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© Rocket Science UK Ltd 2015

Ingeus

Work Programme: Customer insights Final report

8 December 15

Richard Scothorne Director Rocket Science UK Ltd 2 Melville Street EH3 7NS 0131 226 4949 [email protected]

Rocket Science and the galaxy logo are registered trademarks of

Rocket Science UK Ltd.

8 December 15

Ingeus – Customer Insights Final Report

Rocket Science 2015

Contents

Executive Summary ............................................................................................................................................... 3

1 Introduction ......................................................................................................................................................... 9

2 Analysis of the changing profile of Ingeus WP clients ......................................................................... 11

3 Review of existing research ......................................................................................................................... 28

4 Feedback from Clients ................................................................................................................................... 36

Appendix: Profile of participants on focus groups ................................................................................... 43


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Executive Summary

Following the devolution of Department for Work and Pensions contracted employment

programmes to the Scottish Government, Rocket Science was commissioned to inform Ingeus’

contribution to discussions on the design of replacement programmes. We were asked to:

Review the existing research on clients’ experience of Work Programme

Draw on Ingeus data to explore the changing profile of clients between the start of the

Work Programme and now, drawing out conclusions about the likely profile in April

2017 when the replacement programme will start and what the implications might be

for the design of the replacement programme.

Carry out a series of focus groups with present and past Work Programme clients who

had been supported by Ingeus in Scotland.

The key points from our work are:

The group currently eligible for Work Programme will be significantly different in April 2017 compared with its profile in 2011 when Work Programme was introduced:

o There is a higher proportion of those on Employment Support Allowance (ESA)

o More of those on ESA have a 3 or 6 month prognosis.

The Work Programme still has a significant proportion of very long term unemployed people and this proportion has not changed noticeably in recent years.

There appears to be a convergence between the issues facing ESA and Jobseeker Allowance (JSA) Work Programme clients – that is, ESA clients are displaying fewer health related barriers to work and JSA clients are displaying more. This reinforces the growing appreciation that, while there is appeal in having two different services for ESA and JSA clients, there is currently a significant overlap between these two groups in terms of situation and needs. The data suggests that this overlap is becoming more of an issue and that an increasing proportion of those on JSA need a service similar to those on ESA.

Overall, then, the client group for Work Programme is now further from work and a

benefit based distinction between JSA and ESA is becoming less useful.

This suggests a growing need for the replacement programme to be locally integrated with other related services such as health, social care and education related services. This does not necessarily mean, however, that the service should be locally contracted.

Client motivation appears to be central to success in terms of progression into work

and the proportion displaying low motivation appears to be growing. This suggests


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that there will be a need for any replacement programme to have a focus on building motivation.

The quality of advisers is central to client motivation and satisfaction and the quality of their experience. We came across numerous stories of advisers going well beyond their expected duties to help their clients. This suggests that any ITT/contract should ensure that the provider will recruit, retain and develop committed, high quality staff.

The changing profile of clients

The number of referrals per year has fallen steadily over the years of Work

Programme.

There has been a trend towards a greater proportion of clients in the ESA payment

groups, who made up 8% of all referrals in 2011/12 but 34% in 2014/15.

There has been a steady increase in the proportion of all clients who are in the ‘ESA

Mandatory IB WRAG 12 month’ client group within Payment Group 6. This suggests

that the Work Programme in 2017 should plan to work with a large proportion of

people who have been assessed as having the particularly complex needs associated

with a 12 month prognosis.

Associated with the rise in the proportion of ESA clients, the proportion living with

one or more health conditions has risen from 27% to 50%. The replacement

programme in 2017 should expect to work with a high proportion of clients with one

or more health condition.

Between 2011/12 and 2014/15, a greater proportion of JSA clients had 2 or more

health conditions but a smaller proportion of the ESA clients had 2 or more health

conditions, suggesting a convergence in terms of the level of health needs of these

groups.

There was a rise in the proportion of clients who are lone parents, from 6% in 2011/12

to 14% in 2014/15. The replacement programme in 2017 should therefore be

planning to provide support services tailored to the needs of lone parents, who no

longer comprise a small minority of clients.

Very long duration of unemployment is almost as prevalent amongst clients referred

in 2014/15 as is was when the Work Programme began. The clients with long duration

unemployment are not limited to ESA groups, with many JSA clients engaged by

Ingeus in 2014/15 having been unemployed for over 3 years. This suggests that JSA

client group may present an even greater challenge to providers in terms of their

readiness to move into work.

Overall, the proportion of people reporting that they have been very long term

unemployed (over 3 years) has remained static, suggesting that in 2017 we might

expect that one third of new clients will have been unemployed for 3 years or more.


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The proportion of clients with concerns over qualifications has reduced slightly and

the proportion of clients with Standard Grade English / Mathematics has stayed fairly

static / seen a slight increase respectively. That said, around 20% of all clients in

2014/15 had concerns about their qualifications, and in the ESA payment groups (who

make up an increasingly large proportion of clients) this figure is slightly higher at 23%.

Existing research

There is limited existing research which contains significant surveys of client insights. The

main points emerging from our rapid review of this research were:

Motivation is the basis for individual success on Work Programme and the quality of

initial contact with a Work Programme provider was a significant factor in

determining an individual’s willingness and motivation to engage with the programme.

Perceived reliability, personal manner and pro-activity of an adviser were all identified

as factors determining a participant’s level of engagement1.

Reports of early experiences with Work Programme were largely positive. Six in ten

participants recalled attending an initial information session, a significant majority of

whom stated that they found sessions “useful”.

While the high rate of satisfaction expressed is of interest, the perceived usefulness of

the service was not necessarily reflected in employment success with 10.9% of the

‘first wave’ gaining employment during the 2 years of the programme.

This phenomenon was repeated with the ‘second wave’ with 62.2% of participants

feeling that they had received enough support for finding work through the Work

Programme while 32.5% felt that support had been insufficient.

Satisfaction with the service was largely attributed to receiving a more personalised

level of support, and time spent with advisers. Those who expressed dissatisfaction

noted an infrequency of contact with advisers and a poor fit with their personal goals.

Those whose opinion of the service was indifferent or negative stemmed from the

opinion that the input of advisers offered little over and above their own ability and

motivation to find work.

Participants with specific health or disability requirements were less likely to want

more meetings with advisers but were considerably more likely to require support

tailored to their specific personal requirements.

1 Newton et al. (2012:6)


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Those with specific health conditions, disabled participants, those with higher levels of

qualifications and older participants were generally more negative about the service,

being more likely to feel that they were not receiving adequate support. This is

reflected in the poorer performance noted by those participants who were harder to

help – either because of their need for more specialist support, or the lack of jobs in

the market (eg the jobs were for more highly qualified people).

Evidence points to the acceptance of the need for conditionality and sanctions among

participants. However, it also suggests that there is some way to go in improving the

effectiveness and efficiency of their implementation.

In terms of in work support, participants expressed an appreciation of support offered by providers in the early weeks of a new job. Support was generally conducted through telephone calls with a participant’s adviser with the aim of identifying problems and providing assurance that help was available should it be required. However, support was occasionally offered by a member of staff other than a participant’s original adviser: advisers could change at different points throughout the process and this was less welcome.

Many participants did not want to be contacted following successful employment.

Advisers felt this was due to participants failing to understand the reason for the contact, not realising that they would be tracked for two years and/or not wanting to be reminded that they had been unemployed.

During the first wave survey, those who expressed some caring responsibility were significantly more likely to have received in-work support. By the time of the second wave survey, however, this difference was no longer statistically significant (perhaps suggesting an early priority among providers for those with caring responsibilities).

At the first wave survey, those who had never been in work previously were less likely

to receive in-work support while those who had previously been employed but had

spent a long time out of the labour market were more likely to receive assistance.

However, these differences were again statistically insignificant by the time of the

second wave survey.

Ingeus Focus Groups

The feedback from the 8 focus group was overwhelmingly positive about their experience

with Work Programme and Ingeus. Participants reported largely positive experiences with

the services received, reporting them to be relevant, holistic and tailored to their needs.

They also largely reported that they found Ingeus and its staff to be welcoming, friendly, and

understanding people with whom they had built a real bond.

Some participants noted that the longer they had participated in Work Programme the less

helpful the service became. For example, several reported that the nearer to the 2 year limit

clients got, the more likely they were to be put in for any and every job vacancy rather than

ones that were suitable for their skills and situation.


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Almost all participants actively identified the contribution Work Programme had on their

mental health and confidence levels. It helped to build the confidence, trust, verbal

presentation skills and motivation of a large number of the participants.

Participants noted the improvement from their experience with JCP - due to both the formal

workshops and programmes and the informal support received by the Advisors. The Health

and Wellbeing workshops received a frequent mention by participations as a service that has

really helped them.

Many participants said that the training and upskilling they received had been the most

valuable element to their experience with Work Programme, with the following elements

identified by a number of participants:

· The financial help individuals received to retrain

· The services offered that provided certifications were particularly useful

· The opportunity to retrain in an area different from the clients’ backgrounds enabled clients to explore other career opportunities.

The third area identified by participants was the support they received in order to find and apply for jobs. Feedback included:

· The ability to use the Ingeus office and supplies such as computers, phones, stationary,

and stamps made the job application process much easier

· Having a dedicated place to go to job search was appreciated by several participants

· Ingeus cared about them getting sustainable employment that was right for them, not

just any job.

· Clients felt they would benefit from more feedback about their unsuccessful

applications and interviews.

The most valuable element of the service participants received from Ingeus identified was

that their support was flexible and tailored to their circumstances. The majority of participants had positive things to say about the staff at Ingeus. They found staff to be proactive, enthusiastic, morale boosting, warm, dedicated, and able to empathise with difficult personal situations. They appreciated that staff took the time to get to know them and they felt that the staff treated them with respect. Most respondents that discussed staff continuity said that they had a consistent person with whom they worked. Several participants in one focus group said that they had three different advisors during their time with Ingeus, but noted that they didn’t think that this affected the quality of the service they received. Several other respondents across two focus groups said that they would prefer a single advisor to work with, as opening up to a new advisor on a regular basis was difficult. It appeared that those clients with mental health or confidence issues were more likely to value continuity of staff.


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Several participants identified that the way Work Programme is presented can be intimidating. The initial referral letter they receive and the title ‘Work Programme’ was described as off putting. It increased anxiety amongst clients that they may be expected to move into employment they felt they would be unable to do. One client recommended that the service be renamed ‘Return to Work Support’.

One focus group said that Work Programme can be a ‘lonely experience’ with little ability for clients to support each other. They recommended that clients be progressed through Work Programme in small groups so that they can develop peer support networks to help them through the Programme. The key design feature identified as a problem by all focus groups was the 2 year limit on Work Programme support:

· Many participants said that their journey towards employment was going to take much longer than 2 years and that they needed more time

· Others reported that they have found short term work but that this is just a step along the path towards sustainable work, which once again, would take more than 2 years.


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1 Introduction

As part of the UK Government’s response to the Smith Commission Report, the Department

for Work and Pensions contracted employment provision is being devolved to the Scottish

Government. The Scottish Government is now consulting on how this new responsibility

should be taken forward. The consultation document places the replacement programme(s) in

the context of the wider employability service in Scotland and the replacement programme is

seen as an opportunity to encourage and support some wider shifts in the design and

performance of employability support in Scotland.

In part this is a response to the Cambridge Policy Consultants Report on the funding and

performance of employability services in Scotland. This concluded that some £660m was

spent on these services a year (of which Work Programme made up 7%, or 10% of the sum

without relevant FE College spend - £533m) but it was not possible to draw conclusions about

the performance of any part of this spend in terms of sustained employability outcomes – with

the exception of DWP programmes. This meant that the different approaches and projects

across Scotland could not be compared. In practice, Work Programme is the only part of the

total spend on employment for which detailed data exists on client profile and outcomes as

well as other important insights for clients – for example the probability of still being

employed after 6 months in different sectors.

The current consultation – together with associated evidence sessions – is therefore

fundamental to helping the Scottish Government explore how to position, structure and

commission the replacement programme in ways that enhance overall outcomes.

This research was commissioned to help Ingeus contribute to the Welfare Reform

Committee’s Report on The Future Delivery of Social Security in Scotland (Employment

Support - Work Programme). It is aimed at providing an improved understanding of how the

client profile for Work Programme is changing and the views of clients in terms of the value of

their experience and what the replacement programme needs to be like to of most value to

them.

The use of client perspectives and experience has proved invaluable in designing or re-

designing services. Some of the most successful uses have been those which moved beyond

consultation to involving clients in the design of services, with this being used in a range of the

previous New Deal programmes – in most cases leading to stronger performance in terms of

outcomes.


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Drawing on the client experience is therefore a central part of any redesign. Rocket Science

was asked to:

Review the existing research on clients’ experience of Work Programme

Carry out a series of focus groups with present and past clients on Work Programme

in Scotland

Draw on Ingeus data to explore the changing profile of clients between the start of the

Work Programme and now, drawing out conclusions about the likely profile in April

2017 when the replacement programme will start and what the implications might be

for the design of the programme.

Our report is structured as follows:

The changing profile of Work Programme clients and what this may mean for the

design and delivery of the replacement programme in 2017 and beyond.

What existing research tells us about the client experience on Work Programme and

the implications for design and delivery of the replacement programme

The experience of Ingeus WP clients and the implications for design and delivery of

the replacement programme

Finally, we draw on the insights from all of these to draw on the headlines in terms of

the implications for design and delivery of the replacement programme.


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2 Analysis of the changing profile of Ingeus WP clients

Ingeus provided a set of data on the profile of clients referred to Work Programme in each of

the years of its operation, namely:

· Year 1: May 2011 – May 2012

· Year 2: June 2012 – May 2013

· Year 3: June 2013 – May 2014

· Year 4: June 2014 – May 2015

· Year 5: June 2015 - present (partial year)

The total referrals each year has steadily fallen, as expected from the initial high volume of

people eligible for Work Programme in Year 1 (Figure 1 below).

FIGURE 1 Number of entries to WP over the last 5 years [Source: Ingeus]

39676

22425

15188

8524

5490

50001000015000200002500030000350004000045000

Year 1 Year 2 Year 3 Year 4 Year 5(partial)

Tota

l WP

Re

ferr

als


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Because of the time on the programme there is a lagged response to this pattern of new

attachments in terms of cumulative WP clients over the same period – with a rough estimate

of the cumulative numbers of clients in the different Programme Groups set out in Figure 2

below (NB these estimates are rough and do not take into account people leaving the

programme early or indeed staying on the programme later due to finding work towards the

end of the programme). The figure shows that JSA numbers peaked in Year 2 before falling

steeply; ESA numbers rose more gradually and only started falling after Year 3.

FIGURE 2 Cumulative numbers of WP clients by Programme Group [Source: Ingeus estimates]

Overleaf we explore the way that these client groups have changed. For these further

analyses we have only used Years 1 to 4.


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Change in case mix from JSA to ESA: The case mix of different payment groups has changed

markedly over the four years to May 2015. In Figure 3 we have grouped these into “Broad

payment groups” as follows:

JSA broad payment group (PG1, PG2, PG3, PG4)

ESA broad payment group (PG5, PG6, PG7)

Ex-offenders payment group (PG9)

The proportion in the ESA group has risen noticeably, alongside a fall in the proportions in the

JSA group. The ESA group made up 8% of all referrals in 2011/12 but 34% in 2014/15.

FIGURE 3: The proportion of those on JSA has been falling while proportion on ESA has been rising

[Source: Ingeus data]

Associated with the above figure are two main trends:

Between Year 1 and Year 2:

o A drop of the proportion of ‘Voluntary’ referrals of 33% in Year 1 to less

than 3% in each of the following years.

From Years 2 to 4:

o A steady increase in the proportion of all clients who are in the ‘ESA

Mandatory IR WRAG 12 month’ within Payment Group 6, as shown in

Figure 4 below. This suggests that the Work Programme in 2017 should

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Year 1 Year 2 Year 3 Year 4

Pro

prt

ion

of

WP

re

ferr

als

in b

roa

d p

ay

me

nt

gro

up

PG 01 to 04("JSA")

PG 05 to 07("ESA")

PG 09 ("ExOffenders")


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plan to work with a large proportion of people who have been assessed as

having the particularly complex needs associated with a 12 month

prognosis.

JSA group. The ESA group made up 8% of all referrals in 2011/12 but 34% in

2014/15.

FIGURE 4: The proportion of all clients who are in PG6 ESA Mandatory IR WRAG 12 month

has been rising steadily and in Year 4 formed nearly a fifth of all clients [Source: Ingeus data]

Health conditions. Figure 5 overleaf shows that the proportion of referred clients with

one or more health conditions has risen year on year. This rise is associated with the

increasing proportion of clients in the ESA, who are more likely to report having health

conditions.

5%

12%

19%

0%

5%

10%

15%

20%

25%

Year 2 Year 3 Year 4

% of all clients in "06 ESA Mandatory IR WRAG 12m,Mandatory referral"


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FIGURE 5: The proportion of all clients with 1 or 2 health conditions has been increasing year on

year [Source: Ingeus data]

Although the increasing proportion of clients with one or more health conditions is

associated with the rise in numbers in the ESA group, Figure 6 shows that, in terms of the

health condition profile, the trends within JSA and ESA groups are interesting and the two

groups are converging. The proportion of people in the JSA group with 2 or more health

conditions has risen from 6% to 19%, while this has fallen in the ESA group to 43% from a

high of 66% in Year 2.

FIGURE 5: The health profile of the ESA and JSA groups in WP are converging [Source: Ingeus

data]

73%56% 51% 50%

17%

21% 23% 23%

10%23% 26% 27%

0%10%20%30%40%50%60%70%80%90%

100%


% of allreferralswith 2HealthConditions

% of allreferralswith 1HealthCondition

55%

66%

51%

43%

6% 9%15%

19%

0%

10%

20%

30%

40%

50%

60%

70%


% of "ESA" group with 2+ Health Conditions

% of "JSA" group with 2+ Health Conditions


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To try to unpick the apparent increase in complexity of health needs within the JSA broad

group, analysis shows that Payment Group 1 (JSA claimants aged 18 to 24) had a

particularly noticeable rise in the proportion with 2+ health conditions, from 2% in Year 1

to 14% in Year 4, although all of the four JSA payment groups had a rise between Year 1

and Year 4.

Lone parents. There has been a rise in the proportion who are lone parents (Figure 6).

FIGURE 6: The proportion of all clients who are lone parents rose steadily to a peak in Year 3

before falling back slightly [Source: Ingeus data]

6%

10%

15% 14%

0%

5%

10%

15%

20%


% Children, lone parent family

% Children, lone parent family


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Age: There has been a fairly static age profile across the whole client group (Figure 7)

FIGURE 7: The age profile of WP clients has remained stable [Source: Ingeus data]

Age: The ESA group has been getting slightly younger overall (Figure 8).

FIGURE 8: The proportion of under 34s in the ESA group has been increasing [Source: Ingeus

data]

28% 26% 23% 25%

22% 23% 23% 21%

22% 22% 23% 21%

20% 21% 22% 21%

8% 9% 10% 11%

0%

20%

40%

60%

80%

100%


All Clients

18-24 25-34 35-44 45-54 55+

0%

5%

10%

15%

20%

25%

30%

35%

40%


% of "ESA" group under 34 years of age


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The proportion of people with very long lengths of unemployment (6 years plus) has risen over

2011/12 to 2014/15. The notion that JSA clients generally engage with Work Programme after

being 9-12 months unemployed is not borne out by the evidence:

Overall, very long term unemployment of new work programme clients is higher than

it was in Year 1 – ie., the notion that the ‘stock’ of very long term unemployed people

has now been seen by the Work Programme, and that new clients are shorter term

unemployed, is not true (see Figure 9 below).

Furthermore, this is not limited to the ESA payment groups – in each year of the Work

Programme to date, many JSA clients referred have been unemployed for much longer

than 12 months (see Figure 10 overleaf).

FIGURE 9: The proportion of very long term unemployed clients has grown over time

[Source: Ingeus data]

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Length of Unemployment at Engagement with WP

All Clients

11 years+

6-10 years

3-5 years

1-2 years

7-12 months

Under 6 months


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However, the total JSA 18 – 24 client group and 25+ age group still include roughly the same

proportion of very long term unemployed people as in Year 1 (Figures 11 and 12).

FIGURE 11: The proportion of JSA 18 – 24 clients who are very long term unemployed has remained

at roughly the same level [Source: Ingeus data]

FIGURE 12: The proportion of JSA 18 – 24 clients who are very long term unemployed has remained

at roughly the same level [Source: Ingeus data]

0%

10%

20%

30%

40%

50%

Under 6months

7-12months

1-2years

3-5years

6-10years

11years+

Length of unemployment at engagement with WP

JSA 18-24 Group

Year 1

Year 2

Year 3

Year 4

0%

10%

20%

30%

40%

50%

60%

Under 6months

7-12months

1-2years

3-5years

6-10years

11years+

Length of unemployment at engagement with WP

JSA 25+ Group

Year 1

Year 2

Year 3

Year 4


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Within the individual payment groups, the proportion of clients reporting unemployment

length of 3 years or more has been quite static since Year 2 of the Work Programme…

FIGURE 13: The proportion of clients reporting unemployment length of 3 years or more [Source:

Ingeus data]

Overall the proportion of people reporting that they have been very long term unemployed (over 3 years) has remained static, suggesting that the replacement programme in 2017 should expect that a significant proportion will have been unemployed for 3 years or more (Figure 14). However, if the proportion of ESA clients continues to increase, so too will this proportion of people reporting having been very long term unemployed.

FIGURE 14: The proportion of clients unemployed 3 years + has remained stable [Source: Ingeus data]

0%

20%

40%

60%

80%

100%

01 02 03 04 05 06 07 09

% of clients in each payment group reporting 3 years+ unemployment


14445 8535 6727 3404

25231 13890 8461 5120

0%

20%

40%

60%

80%

100%


# Unemployed 3 Years+


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Qualifications: Overall there has been a reduction in the proportion of clients who are

concerned about their qualifications over Years 1 to 4 (Figure 15). That said, around 20% of all

clients in 2014/15 had concerns about their qualifications, and in the ESA payment groups

this figure is slightly higher at 23%.

The trend in a reduction of concerns about qualifications is seen across all payment groups

except Payment Group 7 (ESA ex-Incapacity Benefit clients), 36% of whom each year report

concerns about their qualifications (the highest percentage of any Payment Group). However,

the number of people in this payment group is small – only 3% of all clients in 2014/15. It is

not clear whether the relative lack of concern is related to a lack of awareness of employer

requirements or genuinely reflects their experience (ie it isn’t an issue).

FIGURE 15: The proportion of clients who are concerned about their qualifications has fallen [Source:

Ingeus data]

The proportion of all clients with Mathematics and English Standard Grade or equivalent has

stayed roughly the same over the last three years, with a slight improvement in the proportion

with Standard Grade Maths qualifications overall (Figure 16).

12414 6247 3495 1651

27262 16178 11693 6873

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


No concerns around qualifications

Has concerns about qualifications


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FIGURE 16: The proportion of clients with core qualifications [Source: Ingeus data]

53% 56% 57%

55% 58% 55%

12% 8% 14%

0%

20%

40%

60%

80%

100%


Unknown

No, or below this level

Standard Grade English or Equivalent

50% 53% 55%

42% 41% 37%

8% 5% 9%

0%10%20%30%40%50%60%70%80%90%

100%


SG Maths or EquivalentNo, or below this levelUnknown


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Gender: The gender profile of clients accessing Work Programme is now close to an even split

of male and female clients (41% female amongst clients whose gender is known) (Figure 17).

This is to do with the shift towards a greater proportion of ESA clients, and also an increasing

proportion of females in the JSA 25+ client group (Payment Group 2). Across all years, the

proportion reporting a gender different from male or female was extremely small (much less

than 0.1% of clients).

FIGURE 17: The proportion of clients who are female has risen [Source: Ingeus data]

Within most payment groups, the gender profile has been fairly steady over Years 2 – 4, with

the main increases occurring in PGs 1, 2, 3 and 7 (Figure 18).


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FIGURE 18: The overall increase in the proportion of female clients has been accounted for by PGs 1,

2, 3 and 7 [Source: Ingeus data]

In terms of job outcome successes, there appears to be a lower success rate amongst females

in payment groups 1 to 4 (JSA) but little difference in success rates across genders in payment

groups 5 to 7 (ESA) (Figure 19). Further detailed hypothesis testing could be used to unpick

the statistically significant differences at individual payment group levels.


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FIGURE 19: A higher proportion of females than males have found work in PGs 1 - 4 [Source: Ingeus

data]


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Summary

In terms of the changing profile of clients during the lifetime of WP – and the implications of

this for the client group for a replacement programme in April 2017 – we have identified the

following features and trends:

The number of referrals per year has fallen steadily over the years of Work

Programme.

There has been a trend towards a greater proportion of clients in the ESA payment

groups, who made up 8% of all referrals in 2011/12 but 34% in 2014/15.

There has been a steady increase in the proportion of all clients who are in the “ESA

Mandatory IR WRAG 12 month” client group within Payment Group 6. This suggests

that a replacement programme in 2017 should plan to work with a large proportion of

people who have been assessed as having the particularly complex needs associated

with a 12 month prognosis.

Associated with the rise in the proportion of ESA clients, the proportion living with

one or more health conditions has risen from 27% to 50%. A replacement programme

in 2017 should expect to work with a high proportion of clients with one or more

health condition.

Between 2011/12 and 2014/15, a greater proportion of JSA clients had 2 or more

health conditions but a smaller proportion of the ESA clients had 2 or more health

conditions, suggesting a convergence in terms of the level of health needs of these

groups.

There was a rise in the proportion of clients who are lone parents, from 6% in 2011/12

to 14% in 2014/15. A replacement programme in 2017 should therefore be planning

to provide support services tailored to the needs of lone parents, who no longer

comprise a small minority of clients.

Very long duration of unemployment is almost as prevalent amongst clients referred

in 2014/15 as is was when the Work Programme began. The clients with long duration

unemployment are not limited to ESA groups, with many JSA clients engaged by

Ingeus in 2014/15 having been unemployed for over 3 years. This suggests that the

JSA client group may present an even greater challenge to providers in terms of their

readiness to move into work.

Overall, the proportion of people reporting that they have been very long term

unemployed (over 3 years) has remained static, suggesting that in 2017 we might

expect that one third of new clients (in terms of current Work Programme eligibility)

will have been unemployed for 3 years or more.


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The proportion of clients with concerns over qualifications has reduced slightly and

the proportion of clients with Standard Grade English / Mathematics has stayed fairly

static / seen a slight increase respectively. That said, around 20% of all clients in

2014/15 had concerns about their qualifications, and in the ESA payment groups (who

make up an increasingly large proportion of clients) this figure is slightly higher at 23%.


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3 Review of existing research

This Chapter provides a summary of the existing research on customer views and experience

of Work Programme, and existing analyses of the profile of Work Programme clients.

The range of literature covering the personal experience and views of Work Programme

participants is limited. As such, this section will focus on general, UK-wide statistics but is

unable to provide specific testimony from end users. This report will follow the journey taken

by participants from initial engagement with the programme, regular use of its services, the

implications of sanctions, and the provision of in-work support.

It should be noted that while the University of York survey reports (Newton et al. (2012),

Meager et al. (2014)) give details of the Work Programme from the point of view of

participants, they give little or no detail regarding the composition of particular groups

referenced.

Primary data sources

In summer/autumn 2012 a national (UK) telephone survey was conducted by the University

of York examining the experience of those accessing the Work Programme. No Scotland-

specific data or literature was available, so the findings outlined here may not be entirely

representative of the implementation of the Work Programme in Scotland.2 Survey

participants were selected to be representative of those joining the Work Programme across

the UK and so may present a slightly different picture to the Scottish average:

· Two thirds were male

· Three quarters were under 45

· Eight in ten were white

· A fifth had a physical or mental health condition lasting a year or more

· A quarter had no qualifications and only one in ten were qualified to Level 4

(bachelor’s degree or equivalent) or higher

· Most were single

· Most lived in rented accommodation

· One in ten had never worked; two thirds had not worked in a year or more3

2 Dar (2015:8) 3 Meager et al. (2014:18)


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Over 4,700 individuals were surveyed between six and nine months into their experience

with the Work Programme. A follow-up survey of over 1,800 of the same participants was

conducted in early 2014, with respondents having completed the two-year programme

period4. Evidence shows that the Work Programme largely followed the dominant

contemporary approach to employment programmes in the UK: that is, emphasis on work-

first type interventions with a development of skills and attributes to help in finding

employment.5 Work-first interventions aim to direct users into any available work, rather

than focusing on skills development to enable the pursuit of more highly paid positions. (It is

worth noting that in England Work Programme providers were able to attract additional

funding to support required skills training, but in Scotland providers were not able to draw

down any comparable support from Skills Development Scotland.)

Attitudes and motivation

Research into previous employment programmes6 has shown that motivation and attitude

can be important factors in determining how participants move through a programme. There

was, on the whole, an understanding among participants of the Work Programme’s aims, and a

willingness to engage with them in order to find employment, but nearly half of participants

stated that they had been required to join the Work Programme (ie they had not joined

voluntarily). Three in ten expressed a degree of personal motivation to find work.

Participants showed a wide variation in underlying attitudes and motivations: these were

found to be influencing factors on engagement. It is important to note that Work Programme

providers have reported concerns that conditionality and sanctioning (or the threat of their

imposition) could negatively impact levels of motivation, particularly among those in most

need of support.7 Similar effects were noted in an earlier welfare to work programme for

disabled people (Pathways to Work)8.

The first wave telephone survey (2012) revealed that almost all Work Programme

participants expressed a wish to work either immediately or at some point in the future. There

was a broad range of engagement with employment opportunities ranging from specific

career aspirations (eg chef, builder, painter and decorator), desire to apply previously

developed professional skills and participants seeking to take any available job9.

For those who had been long-term unemployed before the introduction of Work Programme,

attitudes expressed towards finding work, prior to being handed over to the Work

Programme, showed a lack of motivation to engage over and above what was required by the

Jobcentre Plus process.

4 Newton et al. (2012); Meager et al. (2014) 5 Meager et al. (2014:75) 6 Green (2008) 7 Newton et al. (2012:90) 8 Conden and Nice (2006) 9 Newton et al. (2012:90)


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This was put down to months and sometimes years of unsuccessful job searches and

perceived barriers to employment: age, lack of employment experience, low literacy and

numeracy or a criminal record10.

In early stages of engagement with the Work Programme:

Data covering initial contact with the Work Programme is drawn from the first wave study

from the University of York11 and reveals a range of initial experiences.

Some participants began their contact with the programme through one to one meetings,

others through group sessions. Findings showed that the quality of initial contact with a Work

Programme provider, was a significant factor in determining an individual’s willingness and

motivation to engage with the programme. Perceived reliability, personal manner and pro-

activity of an adviser were all identified as factors determining a participant’s level of

engagement12.

Participants who felt more optimistic following their first contact with the programme

covered all demographics: many reported that they felt the assistance they had received had

given them a sense of direction and purpose sometimes beyond employment.

However, others struggled to see any benefit and expressed concerns that they would be

expected to do things they considered to be inappropriate. Concerns were raised about the

environment of providers’ offices with crowded reception areas and open plan offices,

emphasising the fact that so many were competing for a small number of jobs. One participant

described the experience as being like a “cattle market” while another stated that he had been

asked to engage in a “group wind-up”13.

However, reports of early experiences were largely positive. Six in ten participants recalled

attending an initial information session, a significant majority of whom stated that they found

sessions “useful”. Those participants who did not recall an initial session nevertheless felt

well-informed of the service14 suggesting that providers were largely effective in informing

participants.

10 Newton et al. (2012:90) 11 Newton et al. (2012) 12 Newton et al. (2012:6) 13 Newton et al. (2012:91) 14 Meager et al. (2014:19)


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During provision of the Work Programme:

The findings from the first wave survey regarding participants’ overall experience of Work

Programme engagement, were largely positive. 70-80% of participants stated that support

offered by providers was very or fairly useful and the majority of this number described the

support as ‘very useful’. Similarly, assistance with personal job-search skills, including

assistance with CVs, applications and interviews were reported by more than 50% of

participants as “very useful”15. Responses did not vary significantly by ethnicity, gender, time

out of work or caring responsibilities.

However, while a significant majority of participants found the service they received to be

fairly or very useful, evidence suggests that this generally did not correlate with the success of

the programme.

Analysis of the 954,040 participants who had completed 104 weeks on the Work Programme

by September 201416 showed that 10.9% (188,290) had both entered employment and

achieved the maximum number of sustainment payments, with an additional 4.6% (79,120) in

employment with sustainment payments still being made to the provider.17 Over half (53.3%

or 921,670) had returned to Jobcentre Plus provision. Therefore, while the high rate of

satisfaction expressed is of interest, the perceived usefulness of the service is not necessarily

reflected in their employment success.

These findings were largely replicated in the second wave survey: 62.2% of participants felt

that they had received enough support for finding work through the Work Programme while

32.5% felt that support had been insufficient. Again, this level of satisfaction with the service

wasn’t necessarily reflected in their gaining successful employment outcomes.

15 Meager et al. (2014:89) 16 DWP, Work Programme Official Statistics to March 2015 – table 1.7, 18 June 2015 17 Dar (2015:7)


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Satisfaction with the service was largely attributed to receiving a more personalised level of

support and time spent with advisers. Those who expressed dissatisfaction noted an

infrequency of contact with advisers and a poor fit with their personal goals. Those whose

opinion of the service was indifferent or negative felt that the input of advisers offered little

over and above their own ability and motivation to find work.18

Participants with specific health or disability requirements were less likely to want more

meetings with advisers but considerably more likely to require support tailored to their

specific personal requirements.19

For participants who had not been in any paid work since their referral to the Work

Programme, two in three felt that the Work Programme had made them “a little” (36.9%) or “a

lot” (25.6%) more likely to find work. Where one in three felt support had had “no effect”

(33.1%) on their chances of finding work. The majority of those who noted difficulties in

finding employment stated that the support they received had helped them to move closer to

work.

18 Meager et al. (2014:87), First Wave Participant Survey Newton et al. (2012) 19 Meager et al. (2014:86), First Wave Participant Survey Newton et al. (2012)


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Those with specific health conditions, disabled participants and older participants were

generally more negative about the service, being more likely to express that they were not

receiving adequate support. This is reflected in the lower performance noted for those

participants hardest to help.20 Those with higher levels of qualifications were also more

negative about the service – but this was more likely to be about the focus of the service on

those with lower skills.

Sanctions and continuity21

Evidence points to the majority of the sanctions received stemming from a failure to attend

Work Programme meetings as opposed to failure to comply with the conditions of the Work

Programme. Issues were identified by participants such as poor quality information passed to

them by Jobcentre Plus staff and generally poor communication between providers and

Jobcentre Plus staff.

Research does not indicate levels of sanctions understanding among specific groups.

However, it is noted that there is generally a reasonable understanding of the way in which

conditionality and sanctions apply to the Work Programme. Participants being largely aware

of the need to attend meetings and that benefits will be stopped should they fail to attend;

however, the need to engage with other Work Programme activity is less well understood.

Evidence points to the acceptance of the need for conditionality and sanctions among

participants. However, it also suggests that there is some way to go in improving the

effectiveness and efficiency of their implementation.

In-work support

Sustainment payments, incorporated into the Work Programme, are designed to incentivise

providers to ensure participants remain in work rather than risk “churning” between low-paid

and/or temporary positions, periods of unemployment and repeated participation in

government employment programmes. Thus the level of support provided once participants

have found employment is of interest.

20 Dar (2015) 21 Meager et al. (2014)


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Studies have highlighted the success of in-work support in previous UK programmes such as support offered in Employment Zones (EZs). EZs offered telephone and financial support outside working hours, noting that the initial weeks of new employment could be the most challenging22. Kay (2008) highlights the financial disincentives facing those coming off benefits and entering low-paid work, a pilot of the In-Work Emergency Fund (IWEF) under the New Deal for Lone Parents suggested that small-scale financial support was crucial to allowing a smooth transition into new work. Newton et al. (2012) noted a degree of satisfaction among the few participants who had been helped into work during the first wave research. Participants expressed an appreciation of support offered by providers in the early weeks of a new job. Support was generally conducted through telephone calls with a participant’s adviser with the aim of identifying problems and assuring that help was available should it be required. However, support was occasionally offered by a member of staff other than a participant’s original adviser: advisers could change at different points throughout the process and this was less welcome. However, staff across providers also noted that many participants did not want to be contacted following successful employment. Many advisers felt this was due to participants failing to understand the reason for the contact, not realising that they would be tracked for two years and/or not wanting to be reminded that they had been unemployed. Staff noted occasional refusals to engage with providers once in employment. 23 During the first wave survey, just over half of respondents who had been in work at some point since their referral to the service had received in-work support. This proportion was very similar in the second wave survey conducted 18 months later. There was no significant variation in terms of gender, age, ethnicity, level of qualification or existence or extent of a disability. During the first wave survey, those who expressed some caring responsibility were significantly more likely to have received in-work support. By the time of the second wave survey however, this difference was no longer statistically significant (perhaps suggesting an early priority among providers for those with caring responsibilities).

At the first wave survey, those who had never been in work previously were less likely to

receive in-work support while those who had previously been employed but had spent a long

time out of the labour market were more likely to receive assistance. However, these

differences were again statistically insignificant by the time of the second wave survey.

A range of opinions were expressed regarding the extent to which in-work support was

beneficial both in its style of delivery and in its frequency.

22 Devins et al. (2011) 23 Meager et al. (2014:92)


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The extent of variation in support offered once participants were in employment was

considerable. Interaction with advisers ranged from text message contact to a case in which a

participant with severe and interrelated health issues described how her adviser had

contacted her employer at the application stage to explain the participant’s health issues as

she had felt uncomfortable doing so. Once in employment, this contact was sustained on both

sides.

Summary

Participant views and experience of engagement shows the WP service providing a degree of

satisfaction in its delivery, though this is not necessarily reflected in successful employment

outcomes24. However, it is important to note that the lack of literature on qualitative data

gathered from those engaged with the programme limits the scope of any analysis. Most of

this Chapter draws on two surveys conducted by the University of York (in 2012 and 2014).

While both give useful statistical data and an overall picture of Work Programme

engagement, they give no direct voice to individual participants.

In the following Chapter we set out our findings from focus groups with both on- and post-

Work Programme clients of Ingeus.

24 Meager et al. (2014)

0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

5

First wave (2012) Second wave (2014)

Do you feel support received was...

Too much About right Not enough Don't know


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4 Feedback from Clients

This Chapter outlines the key messages arising from consultation with current and past

Ingeus clients. Between 20 and 22 October 2015, we ran 8 focus groups: two each in

Motherwell, Glasgow, Edinburgh, and Perth. At each location we ran one focus group with

current Ingeus clients, and one with past Ingeus clients. All the participants the clients were

identified and invited by Ingeus or their subcontractor. A total of 39 current and past Ingeus

clients participated across these 8 focus groups – their profile is described in Figures 20 – 26

in the Appendix (page 43).

Overall view from clients

The feedback from the 8 focus group was overwhelmingly positive about their experience

with Work Programme and Ingeus, with quotes from clients including:

· “Can’t fault them at all”

· “Never had a bad service”

· “I wish the job centre was more like this”

· “Wouldn’t change a thing”

· “They joke around with me when I’m in here”.

Participants reported largely positive experiences with the services received, reporting them

to be relevant, holistic and tailored to their needs. Most reported that they found Ingeus and

its staff to be welcoming, friendly, and understanding people with whom they had built a real

bond. No participants suggested fundamental changes to improve the Ingeus service.

Some participants noted that the longer they had participated in Work Programme the less

helpful the service had become. For example, several reported that the nearer to the 2 year

limit clients got, the more likely they were to be put in for any and every job vacancy rather

than ones that were most suitable for their skills and situation. One participant reported that

they felt like they were being pushed through a pipeline of standard services.

Specific areas of feedback from the focus groups are outlined below. It is worth noting that

the themes identified are largely consistent across all the focus groups, with most focus

groups identifying similar strengths and weaknesses of the service.


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Feedback on services received while with Ingeus

Three type of services were identified as being valuable by all focus groups:

Confidence building and mental health support

Almost all participants explicitly identified the contribution Work Programme had made to

their mental health and confidence levels. It seemed to have helped to build the confidence,

trust, verbal presentation skills and motivation of a large number of the participants. Many

participants identified that the support they received at Ingeus for their confidence and

mental health was far superior to the support previously received at Jobcentre Plus.

This improvement was identified as being due to both the formal workshops and programmes

and the informal support received from the advisors. The Health and Wellbeing workshops

received a frequent mention by participations as a service that has really helped them.

Specific feedback about these formal and informal services included:

· It made “all the difference in the world” to an individual who is now employed

· It “saved my life” to an individual who is also now employed.

Training and upskilling

Many participants said that the training and upskilling they received had been the most

valuable element to their experience with Work Programme. The following elements were

identified a valuable by a number of participants:

· The financial help individuals received to retrain was described as being essential, with

retraining unlikely to have been affordable for the individuals without it

· The services offered that provided certifications were particularly useful

· The opportunity to retrain in an area different from the clients’ backgrounds enabled

clients to explore other career opportunities that might be more likely to lead to

employment, or where prior careers were no longer an option due to injury.

One younger client, who was interested in attending College, reported that she felt that she

wasn’t encouraged to pursue this and would have liked help to fill in the application. [Our

discussions with advisors indicates that this is likely to be because further and higher

education are not considered positive outcomes in Ingeus’ Work Programme contract with

DWP.]


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Job search support

The third area identified by participants was the support they received in order to find and

apply for jobs. Feedback included:

· The ability to use the Ingeus office and supplies such as computers, phones, stationary,

and stamps made the job application process much easier

· Having a dedicated place to go to job search was appreciated by several participants

· Participants felt that Ingeus cared about them getting sustainable employment that

was right for them, not just any job. The fact that advisors didn’t make clients apply for

any and every job was identified by all focus groups as a strength. Instead, advisors

worked with clients to identify appropriate jobs. Once again, this was considered

better than the service they had previously received at Jobcentre Plus. Although, as

identified earlier, several focus groups identified that that the nearer to the 2 year

limit clients got, the more likely they were to be put for all job vacancy rather than

ones that were suitable for their skills and situation.

· One area identified by several focus groups is that clients felt they would benefit from

more feedback about their unsuccessful applications and interviews. One group

suggested that Ingeus could actively seek this feedback for the client from the

employer, while another group suggested that the form used in the process include a

standard ‘feedback’ section for the employer to complete.

· Another issue identified by one focus group was that their advisor had put them for

jobs in locations that were inaccessible by public transport. They concluded that this

was likely because the advisor did not have a good understanding of the public

transport network because the advisor owned a car.

Feedback on the approach taken by Ingeus

The overwhelming feedback from the focus groups related to the approach taken by Ingeus

where they felt that:

· The Ingeus staff made them feel welcomed, respected and understood

· Their support was tailored to suit their circumstances rather than clients being

expected to fit a standard service framework.

Participants described the Ingeus offices as:

· “Totally different to a job centre”

· “A really nice, friendly place”.


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Flexible and tailored services

The most valuable element of the service that participants received from Ingeus was

identified as the flexibility and tailoring of support to their circumstances. They identified that

the support was personalised, with only one respondent saying that they felt like they were

being pushed through a standard service. Several respondents identified that advisers were

happy to explore alternative career opportunities with clients instead of relying on their past

work experience.

Ingeus staff

The majority of participants had positive things to say about the staff at Ingeus. They found

staff to be proactive, enthusiastic, morale boosting, warm, dedicated, and able to empathise

with difficult personal situations. They appreciated that staff took the time to get to know

them and that they felt that the staff treated them with respect, and they contrasted this with

their prior experiences with Jobcentre Plus.

There was also an appreciation amongst participants that staff took the time to respond

quickly, and tailor their support to the clients’ needs. One older participant said that he had

previously been sanctioned by Jobcentre Plus for not using a computer to complete his job

search requirements despite being willing to do the equivalent work in person and in hard

copy. He said that the Ingeus staff had happily accommodated this preference.

Having someone to open up to and talk about issues was also identified as a benefit across the

focus groups. One participant suggested that the quality of staff wasn’t consistent. This

appeared to be related to a particular incident where information wasn’t provided by Ingeus

to a potential employer prior to the client’s interview.

Continuity of staff

Most respondents that discussed staff continuity said that they had one adviser that they had

worked with. On the importance of consistency of staff, there appeared to be two opinions

amongst participants:

· Several participants in one focus group said that they had three different advisors

during their time with Ingeus, but noted that they didn’t think that this affected the

quality of the service they had received

· Several other respondents across two focus groups said that they would prefer a

single advisor to work with as opening up to a new advisor on a regular basis was

difficult. It appeared that those clients with mental health or confidence issues were

more likely to value continuity of staff.


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The presentation of Work Programme

Several participants identified that the way Work Programme is presented can be

intimidating. The initial referral letter they receive and the title ‘Work Programme’ was

described as off putting, and increased anxiety amongst clients that they may be expected to

move into employment before they felt ready to do so. One client recommended that the

service be renamed “Return to Work Support”.

Respondents did note, however, that their actual experience was a lot more positive than they

expected based on the way Work Programme is presented.

Peer support

One focus group said that Work Programme can be a ‘lonely experience’ with little ability to

build support networks among their peers. The other clients they encounter at workshops are

different each time, and other support is largely one-on-one support. This focus group

recommended that clients be taken through Work Programme in small groups so that they

can develop peer support networks to help them through the Programme.

Feedback on Work Programme design features

The key design feature identified as a problem by all focus groups was the 2 year limit on

Work Programme support:

· Many participants said that their journey towards employment was going to take

much longer than 2 years and that they needed more time

· Others reported that they have found short term work but that this is just a step along

the path towards sustainable path, which, once again, was likely to take more than 2

years.

One client said that the expectation to find work was still present on Work Programme,

despite her not being ready for work. She cited that when she was in hospital recovering from

an operation, she had her benefits sanctioned as she was unable to meet her job search

obligations.


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Additional quotes from clients

Motherwell Group one – off programme

“It comes down to the enthusiasm of the staff here: I would still be unemployed if it wasn’t for Ingeus.” “I had lost motivation to find work and without that it’s really hard to do what the Job Centre want, Ingeus are so positive they keep you motivated and make you believe there is a job out there for you.” “I found it really annoying – I had my adviser changed about three times and every time I had to go through my whole story again.” “I wouldn’t have been able to sit in this group a year ago – Ingeus have boosted my confidence so much.” “I’ve worked all over but the job centre wouldn’t help me find a job. Ingeus will give me stamps and let me use the phone to look for work.” Motherwell – on programme

“I’m about to start a job and I know for a fact it was Ingeus that got me into work.” “I’m getting towards the end of the Work Programme and I’m worried about losing the support I get here.” “Ingeus listen to you and treat you like a human being – in the job centre, you’re just a number I’ve got an interview tomorrow, Ingeus have got me feeling pretty confident about walking in there.” Edinburgh – on programme

“They listened to what I had to say and we ended up talking about jobs I hadn’t thought about – I’ve now started working in a care home, very happy with the service here.” “Ingeus have saved my life.” “18 months ago I couldn’t leave my room, now I’m volunteering and getting ready to apply for jobs.” Glasgow – on programme

“I don’t think the staff here are from Glasgow, they don’t know the bus routes – what’s the point of sending me for a job in Paisley?”


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“They start off working for you, but towards the end, they’re just putting you up for every job that’s going.” “The confidence workshops have been a help to me after I lost my mum.” “I want to go to college but my advisor won’t help with the forms, I’m not confident to fill it in myself.” “I’ve had a lot of help, they don’t mind if you’ve been in the nick, they’ll still try to get you work.” “You get out what you put in. Some people are too lazy to take the help but it’s there if you can be bothered.”

Glasgow – off programme

“Really great bunch of guys – I was sceptical at first – but they’ve got me into a great job.” “Really brought me out of my shell.” “Allowed me to take ECDL and I think that got me a job.” “There are a lot of people who don’t want to work, if you want to work, these guys will help.”

Perth – on programme

“I’ve had a lot of help with my CV.” Perth – off programme

“The workshops have been great.”


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Appendix: Profile of participants on focus groups

FIGURE 20: Gender of focus group participants

Figure 1

FIGURE 21: Benefit claim type of focus group participants

Figure 2 Benefit claim type of focus group participants

18

21

16 18 20 22

Male

Female

Total number of clients 39

26

13

0 10 20 30

JSA

ESA



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FIGURE 22: Current participation status of focus group participants

FIGURE 23: Duration on Work Programme for focus group participants

19

12

1

7

0 5 10 15 20

Currently on theprogramme

Now in work

Now volunteering

Now off theprogramme


6

15

9

9

0 5 10 15 20

6 months or less

7 - 12 months

13 - 18 months

19-24 months



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FIGURE 24: Duration on Work Programme for focus group participants who are now in work

2

5

4

1

0 2 4 6

6 months or less

7 - 12 months

13 - 18 months

19-24 months

Total number of clients in work 12


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FIGURE 25: Duration on Work Programme for focus group participants who are not in work

FIGURE 26: Duration on Work Programme for focus group participants who are currently on Work

Programme with Ingeus

1

6

0 2 4 6 8

6 months or less

7 - 12 months

13 - 18 months

19-24 months

Total number of clients off the programme 7

4

10

4

1

0 5 10 15

6 months or less

7 - 12 months

13 - 18 months

19-24 months

Total number of clients currently on…

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