Guidance

Chapter 13: Case conferencing

Updated 10 May 2023

Applies to England and Wales

Data Protection Legislation and Data Sharing

You must ensure that you follow the requirements around Data Protection Legislation and General Data Protection Regulation (GDPR) taking into account your Contract Terms & Conditions.

In relation to the sharing of data, providers should also adhere to all requirements as laid out in Generic Provider Guidance Chapter 8 – Information Security.

Case Conferencing

Providers should be aware that as the Case Conference process is new to contracted provision, DWP will monitor its usage throughout the lifetime of the programme. Once DWP has an evidence base, Case Conferences will be reviewed and the way forward discussed with providers.

Future discussions may include the introduction of specific Customer Service Standards, subject to negotiations with providers.

Case Conferencing Overview

13.01. Case conferencing is an integral part of the Intensive Personalised Employment Support (IPES) provision. The purpose of the Case Conference is to maintain the relationship between the Participant, DWP and you, the Provider, to help ensure the Participant’s needs are being met through the Action Plan. It will also help to ensure that Participants are receiving the intensity of support required to move them closer to, and into, sustained employment, and to ensure that the Participant has a positive and meaningful experience whilst on provision

13.02. Case Conferences give Participants the opportunity to review their needs, bringing together the advice and support of DWP and the provider. They are about discussing the progress the Participant is making, the skills they are obtaining and how their barriers to employment are being reduced.

13.03. There is the opportunity, if the provider deems it is appropriate, for Case Conferences to be prefaced by a pre-Case Conference discussion between DWP and the provider to set the scene for the Case Conference. The Participant will not attend this meeting.

13.04. Case Conferences will be carried out on an individual basis and the expectation is that they should be face-to-face in Jobcentre premises. If a face to face meeting is not possible, for example, because the Participant cannot attend the Jobcentre in person, it should be delivered by tele-conference, or digitally.

13.05. For most cases, Case Conferencing activity will consist of 20 minutes for the pre-Case Conference, if required, (to be held at least a week before the scheduled Case Conference) and 40 minutes for the Case Conference. Where the pre-Case Conference is not required, then the full one hour of Jobcentre time may be utilised for the case conference.

13.06. All Case Conferences should be arranged and the discussion led by you, the provider.

13.07. You must meet all the costs incurred by the Participant, for example, travel expenses, or providing an interpreter.

13.08. Participants should have three Case Conferences across the Pre-Work Support period (456 days):

• the initial Case Conference, which takes place following development of the Participants’ IPES Action Plan, and maintains momentum when the relationship between the Participant and the provider has been established

• the second Case Conference, to review progress achieved and encourage participation

• the third or final Case Conference, which will be held at 15 months, and must include the next steps towards securing employment. This third Case Conference may also constitute the Warm Handback to Jobcentre Plus, where required

13.09. The timing of each Case Conference will be for you to decide, adding flexibility to suit the needs of the Participant, but Case Conferences must be appropriately spaced across the Pre-Work Support period. These timings will have been set out in your original bids to deliver the IPES Programme.

13.10. You will be required to give Jobcentre Plus 4-6 weeks’ notice to book the Case Conferences and a dedicated email address /inbox will be provided for your use.

13.11. DWP Performance Compliance Officer (PCO) checks will be put in place to establish if Case Conferences are taking place as expected.

13.12. You should record all actions, Participant’s progress and agreed next steps arising from the Case Conference on the Participants’ IPES Action Plan.

13.13. If a Participant relocates to another Contract Package Area (CPA), responsibility for the case conferencing remains with the original provider.

Living with COVID-9

Following the removal of COVID-19 easements in September 2022, Case Conferencing has been reinstated, and providers are expected to deliver Case Conferences as set out in their bids, or as agreed through subsequent Contract Variations.

Taking part in IPES Case Conferences

13.14. All Participants who start on IPES and are in the Pre-Work Support period (i.e. up to day 456) will be expected to attend Case Conferences. This includes those Participants who are claiming a DWP benefit or allowance, and non-claimants.

13.15. However, it is not mandatory for IPES Participants to take part in Case Conferences, and where a Participant is reluctant to engage in the process, you should explain to them the benefits of taking part, including the opportunity to review their needs and discuss the progress they are making

13.16. The Case Conference process should be halted if the Participant refuses to engage as the Participant is key to the process. If they will not attend, then the Case Conferences cannot be held.

13.17. Where the Participant will not engage with the Case Conference process, you should note this on their Action Plan, including all attempts made to try to get the Participant to engage. This should also be recorded on the IPES Progress Report

13.18. IPES Participants who have moved into work (and are in the In-Work Support period) or have a planned start date, are not expected to attend Case Conferences.

Who should attend the Case Conference

13.19. Alongside the Participant, Case Conference attendees should include the Participants’ key worker wherever possible and the DWP representative. For DWP claimants, this should be the Participants’ Work Coach, or the DEA, whichever is most practical.

13.20. Additional attendees should be considered and agreed by you and the Work Coach for inclusion, where appropriate. For example, it may be beneficial for any of the following to attend:

• Disability Employment Adviser (DEA)
• member of the Participants’ support network
• member of the Participants’ professional network, i.e. Support Worker

Arranging the Case Conference

13.21. Providers will:

• agree a potential date/time and location for the Case Conference meeting with the Participant, using their agreed method of contact. This will ensure the Participant’s restrictions are taken into account, for example, regular medical appointments.

• establish with the Participant whether any support arrangements are required for them to attend, for example, wheelchair access or where any other individuals, such as a carer or interpreter, need to attend the meeting.

• contact DWP via e-mail to the shared mailbox with:

  • a date/time for a pre-Case Conference discussion with DWP, if required
  • a date/time/location for the Case Conference meeting (that has provisionally been agreed with the Participant)
  • the names of those attending the meeting. This will ensure room space is considered and that the names of all visitors are provided to the Jobcentre in advance of the meeting. Any support arrangements that are required should also be included

13.22. If the appropriate Work Coach is not available at the requested date and/or time, and at the location requested, the Work Coach will send you alternative arrangements, via e-mail, for both the pre-Case Conference (where required) and the Case Conference.

Pre-Case Conference meeting

13.23. There is the opportunity, if the provider deems it is appropriate, for a pre-Case Conference discussion to take place between DWP and the provider, prior to each scheduled Case Conference - the Participant will not attend this meeting. This pre-call should preferably involve the consistent Key Worker, the Work Coach, and/or the DEA.

13.24. This should be conducted via a telephone call, and must be arranged and facilitated by you, the provider. It should be noted that this pre-Case Conference meeting should last no longer than 20 minutes to allow the maximum amount of Jobcentre time for the scheduled Case Conference.

13.25. As good practice, the pre-Case Conference discussion should take place at least a week before the scheduled Case Conference. This would allow for any actions and agreed support arrangements to be put in place, for example, booking a private interview room or ensuring an interpreter is booked.

13.26. The pre-Case Conference is an opportunity for the provider to share information with DWP that may not be appropriate to discuss with the Participant present, for example, lack of engagement, failing to attend meetings or any behavioural issues.

13.27. Some Participants may be particularly anxious about attending the Case Conference, or be reluctant to engage due to certain health conditions, for example, Autistic Spectrum conditions. You are expected to ensure that all attendees are aware of any potential issues or challenges, and agree the most conducive way to support the Participant.

13.28. At the pre-Case Conference, you should discuss with the Work Coach:

• any issues or concerns and what action is being taken to address them
• any support arrangements that may be required for the Case Conference
• any additional attendees who would be appropriate to attend the Case Conference for example, the Disability Employment Adviser (DEA)

13.29. You should also:

• give a brief overview of the Participants’ progress to date, any issues that exist and what action is being taken to address them
• explain how you, the provider, are approaching the scheduled Case Conference and what areas of the Participant journey will be discussed

13.30. The Work Coach will telephone you to undertake the pre-Case Conference discussion at the agreed date and time. In the event that you are unable to answer the call, they will make a minimum of two attempts to further contact you. If you fail to respond, no further action will be taken.

The Case Conference

13.31. The Case Conference meetings should be a positive and meaningful experience for IPES Participants. They will provide the opportunity to review and discuss the Participant’s needs, their goals or milestones, any agreed actions, and the progress they are making. It should also be used to address any issues or concerns, or take account of any changes of circumstances, especially around medical conditions and other challenging/complex issues.

13.32. You should ensure that you use the Participants’ IPES Action Plan to focus the conversation and consider progress against the Participants’ goals and milestones.

13.33. All Participants should, as set out at para 4.22, have their own copy of their IPES Action Plan, and in a format appropriate to the Participant’s disabilities and health conditions. The IPES Action Plan is personalised to the Participant and can be shared with the Work Coach/DWP representative, only where the participant gives their consent.

Note: Claimants on IPES Provision are required to meet their benefit conditionality requirements, including interviews with their work coach, whilst participating in IPES. Information on the Participant’s journey, including goals and milestones, will have been recorded on the relevant DWP system, and work coaches or the DWP representative should have access to this information to support the case conferencing process.

For non-claimants, relevant information can be shared with the DWP representative, with Participant consent.

13.34. In relation to other attendees at the Case Conference, you should consider carefully what information needs to be shared in order to allow them to support the Participant and take part in discussions.

Note: When sharing personal data with a Participant’s support network you must ensure that you comply at all times with the GDPR and other relevant data protection legislation. You must obtain the Participant’s consent if you propose to share their personal data with their support network. If a Participant does not give their consent, or gives their consent and later withdraws it, then you must not share the Participant’s personal data with their support network

13.35. Throughout the Case Conference, the Participant should be encouraged to take part in the meeting, to help shape the conversation and agree their own actions and/or next steps.

13.36. Whilst you will be leading the Case Conference discussion, the Work Coach and/or DEA (if present) must also be able to ask questions to clarify anything that is being discussed, with the aim of supporting the Participant.

13.37. You will need to consider, amongst other questions:

• is the provision supporting the Participant’s needs?
• has the provision helped with the Participant’s overall health and wellbeing?
• has the provision addressed, or is it addressing, the Participant’s complex barriers to work?

13.38. Discussions should also cover, or touch on, areas such as:

• general self-efficacy
• jobsearch self-efficacy
• job seeking activity, where relevant
• managing their health condition or disability.
• goals and aspirations

13.39. You should share how you think the Participant is progressing and discuss any relevant changes that you think should be made to the Action Plan.

Participant fails to attend the Case Conference

13.40. If the Participant fails to attend the Case Conference, you must contact the Participant to establish why they have not attended at the agreed time. If the Participant explains that they are on their way or running late, then you must decide whether the meeting needs to be cancelled or rearranged.

13.41. Where possible, the Case Conference should go ahead if the Participant is delayed. This will prevent the Participant having to come back to the Jobcentre at a later date.

13.42. The provider should attempt to contact the Participant a minimum of three times over a reasonable period of time to establish why they have not attended.

13.43. If the meeting does need to be cancelled or rearranged, you must inform the Work Coach and other attendees immediately. Where appropriate, take action to rearrange the Case Conference to another suitable date/time, taking into account the Work Coach and Participant’s availability.

Provider unable to attend the Case Conference

13.44. If the key worker (or your representative) is unable to attend the Case Conference, you should take immediate action to advise the Participant, the Work Coach and any other attendees then rearrange the Case Conference for another suitable date/time, taking into account the Work Coach and Participant’s availability.

13.45. Whilst there will be occasions where you are unable to attend, this should be minimal. Repeatedly cancelling or failing to attend Case Conferences will be escalated to DWP Performance Managers for discussion at your monthly Contract Performance Reviews (CPRs).

Recording the Case Conference Outputs

13.46. The Participant’s IPES Action Plan must be updated with the key points and agreed actions agreed at the meeting. You must ensure that completed Case Conference dates are recorded on the Participant’s records as, following future reviews as set out at the start of this chapter, the arranging and facilitating of Case Conferences may be a Customer Service Standard against which you will be measured.

13.47. Key points and agreed actions from the Case Conferences will also be recorded on the IPES Progress Report and IPES Exit Activity Plan when the Participant has reached the end of their time on provision. You will therefore need to keep a record of key points and agreed actions from the Case Conference on the Participant’s records, in order to reproduce them onto the IPES Progress Report and IPES Exit Activity Plan.

Final Case Conference: Warm Handback and Exit planning

13.48. The third and final Case Conference should take place at 15 months, before the Participant is due to end their time on provision and may also constitute the Warm Handback to Jobcentre Plus, where required. At this final Case Conference, (or Warm Handback), you must present evidence of how you have prepared the Participant to continue on their journey nearer or into employment.

13.49. Arranging and facilitating the Warm Handback will be a Customer Service Standard (CSS4) against which you will be measured.

13.50. You should look at how Participants will transition back to Jobcentre Plus, with activity to include:

• helping Participants take stock of their job search skills/needs
• helping Participants to look ahead to job search independently
• helping Participants by enabling access to appropriate medical support following IPES, including both physical and mental health support, counselling and mentoring, for example
• helping with advice on the continued engagement with the labour market
• helping with identifying other related services/interventions, as appropriate

13.51. A copy of the final Action Plan should be issued to the Participant at the last Case Conference, or Warm Handback. If the Action Plan needs to be revised following discussions, the provider must update it and send it to the Participant within 10 days of IPES provision ending.

13.52. You should also use the information gathered to complete the IPES Progress Report, which must be produced within 10 working days of provision ending and must be retained by the provider and issued to Jobcentre Plus within 10 working days of being requested. The IPES Progress Report will detail what progress the Participant has made during their time on the IPES provision.

13.53. Key points and agreed actions from Case Conferences should also be included on the Participants’ IPES Progress Report within the Further Information section on Page 3, and on the IPES Exit Activity Plan.

13.54. Completion of the IPES Progress Report and IPES Exit Activity Plan is a Customer Service Standard (CSS5) against you will be measured.

13.55. Further detail on how to complete the IPES Progress Report and IPES Exit Activity Plan can be found in Chapter 8 of this IPES guidance.

13.56. Where the Participant is not a Jobcentre Plus customer, you should have equally effective handover arrangements in place, ensuring individuals know how to access Jobcentre Plus support in future and ensuring that they have a strong professional and personal network in place.