Guidance

Chapter 3: Referrals, initial participant engagement and starts on programme

Updated 25 February 2022

Applies to Scotland

This is Job Entry: Targeted Support (JETS) in Scotland provider guidance.

Potential Participant referrals from Jobcentre Plus

3.01 As part of the referral Jobcentre Plus will send over information on the potential Participant to support the initial engagement.

3.02 DWP may send you personal and sensitive information about the potential Participant. Information sent as part of the referral is sensitive personal data within the meaning of the General Data Protection Regulation (GDPR), therefore handling, processing and transmission rules apply. The information sent as an anticipated minimum will include:

• full name, including title
• National Insurance number (NINo)
• full address including postcode
• telephone number Inc. area code
• other telephone number (mobile)
• email address where known
• Driving Licence (if appropriate)
• if the potential Participant has been mandated to attend the first appointment
• Incident Marker – notification where a potential Participant has had an incident recorded while working with Jobcentre Plus. The Jobcentre will issue you with a notification of control measures form by post to make you aware of any measures following an incident. Further information on incidents can be requested by contacting Jobcentre Plus
• Disability Status – notification that the potential Participant has informed Jobcentre Plus that they are disabled. Disabled potential Participant may require special arrangements when you meet with them
• referral ID
• provision ID
• date of referral; and
• Potential Participant who require additional support – this will be notified by the inclusion of the wording “May require reasonable adjustment or additional support” on their action plan

3.03 You will need to work with DWP and your local Jobcentre Plus contacts to ensure an effective referral and engagement process with the potential Participant.

3.04 Information will be transmitted to you via the Provider Referral and Payment (PRaP) system interface.

Provider acknowledges referral

3.05 You are required to ‘acknowledge’ the potential Participant’s referral in PRaP within 2 (two) working days of the referral being received by you. This is a Customer Service Standard (CSS) and will be measured and performance managed. Further information can be found in JETS in Scotland Provider Guidance Chapter 11: Performance Management, MI Requirements, Compliance and Assurance.

Actions

• Access PRaP
• Acknowledge Referral

Consequence – Failure to acknowledge a referral will mean that you will:

• fail to meet your CSS
• be unable to work with a potential Participant
• be unable to record a start date; and
• be unable to receive any performance outcomes

Referral – Multi Agency Public Protection Arrangements (MAPPA) cases

3.06 MAPPA are statutory arrangements for managing sexual, violent and certain other offenders in the community in Scotland, England and Wales.

3.07 MAPPA is not a statutory body but a mechanism through which agencies can better discharge their statutory responsibilities and protect the public in a co-ordinated manner.

3.08 MAPPA cases who have not been given Special Customer Record (SCR) status will be referred through PRaP (see process below). You will receive the referral, minus the address, postcode and contact telephone number.

Actions

• The nominated officer from Jobcentre Plus will contact your nominated officer to give contact details and any restrictions that should be in place for each MAPPA referral. They may decide to forward to you a copy of the MAPPA J form which will detail the restrictions. Risks or restrictions will be different for every MAPPA case

• The MAPPA J form and any other clerical documents for each claim must be held securely, with restricted access, following the same process as you would for SL2’s

• Take the same action on PRaP as for non-MAPPA cases to acknowledge and start the Participant

3.09 You can set up normal electronic records on your IT systems for MAPPA Participants. However, the record must only contain minimal information and should be marked restricted as per MAPPA Guidance and that further information can be obtained from your nominated officer. Therefore, access to this record does not need to be restricted.

Special Customer Record (SCR) Referrals (including MAPPA cases given SCR status)

3.10 Certain potential Participants are allocated SCR status, for cases where unrestricted access to potential Participants data poses a demonstrable risk to the potential Participants safety. These potential Participants must not have their details held on any electronic systems. Potential Participants who have been granted SCR status will be referred to you clerically via the SL2 process. There is no clerical equivalent of acknowledging an electronic referral for SCR cases, so this step does not apply in these instances.

3.11 In rare cases, some MAPPA potential Participants may be given SCR status. You must ensure that you treat these cases as you would any other SCR Participants. Access to a SCR must be restricted to a set period of time and on an event-by-event basis.

Actions

• DWP will complete page one (of three) of the SL2 form, forwarding the entire form to your nominated officer
• Undertake start activity following receipt of SL2 form from DWP (retaining pages two and three of the SL2 form) and complete and return page one to the DWP nominated officer
• Send a photocopy of page two of the SL2 form to the Provider Payment Validation Team (PPVT)

3.12 You must ensure you have a full understanding of who these Participants are and how you should deal with them. You must ensure full compliance with the SCR clerical record process.

3.13 The clerical completion and return of SL2 Forms for SCR Participants should always be undertaken by your nominated officer, who must ensure that “SCR Participant” is clearly marked at the top of each form.

3.14 All information on SCR Participants whether received from Jobcentre Plus or generated by yourselves must be stored securely at all times.

3.15 DWP expects you to have effective processes in place to meet all the above requirement and be able to demonstrate that you have conducted the necessary actions.

3.16 Should you require a copy of any of the forms mentioned in this chapter, please email: jetsscotland.policy@dwp.gov.uk

Initial engagement activity (Voluntary Referrals only)

Initial Appointment for Voluntary Potential Participants

3.17 The initial appointment with the potential Participant, refers to the meeting arranged between both of you. Following your receipt of the PRaP referral from DWP, you must discuss the provision, and potentially agree the potential Participant’s start on the programme. This appointment must take place within 15 (fifteen) working days of you receiving the referral, to meet your Customer Service Standards (CSSs).

3.18 You must engage with the potential Participant and book an initial appointment with them, which may be by telephone call, video conference or any other method permitted by the contract, sending out details to the potential Participant to confirm. This must be confirmed on the JSA VAL JETS.S letter for New Style JSA potential Participants or the UC VAL JETS.S for UC potential Participants via email or post. If it has not been possible to contact the potential Participant, you should still book an initial appointment, sending out details to the potential Participant to confirm. This activity must take place within two working days of receiving the referral from DWP to meet your CSSs.

3.19 You must keep records of all the actions you have taken to contact the potential Participant to arrange the initial Appointment and by what means (that is, telephone, email or letter).

3.20 You must also take into account any additional support requirements.

3.21 If, when you contact them, the potential Participant informs you that they no longer wish to join the programme, you should enter a Did Not Start (DNS) into PRaP. This should be done immediately where possible but no later than 15 (fifteen) working days following receipt of the referral and update your records. You do not need to book an initial appointment in these circumstances.

3.22 The initial appointment must take place within 15 working days of the provider receiving the referral from DWP to meet your Customer Service Standards (CCSs). It must also be recorded on PRaP within 15 working days of receiving the referral from DWP, in line with your CSSs.

3.23 If the potential Participant contacts you prior to the date of the appointment to request an alternative date. You may choose to agree to re-arrange the appointment, or you may request that they attend on the original date. If an alternative date is arranged, you must issue an updated JSA VAL JETS.S or UC VAL JETS.S letter to the potential Participant with the new appointment details.

3.24 If a potential Participant fails to attend the initial appointment (and they have not contacted, you or let you know that they no longer wish to participate). In these circumstances, it would be good practice to continue to make use of the full 15 working days from your receipt of the referral to continue to try to arrange the initial appointment with them.

For example: where a voluntary potential Participant has failed to attend their initial appointment, to maximise their opportunity to engage with the programme you may consider offering at least two further appointment dates before inputting a Did Not Attend (DNA) into PRaP by the 15th working day. Any subsequent appointments should be notified to the potential Participant via the JSA VAL JETS.S for New Style JSA potential Participants or the UC VAL JETS.S for UC potential Participants.

3.25 Where a potential Participant attends their initial appointment and informs you that they no longer wish to participate on the programme you should input a Did Not Start (DNS) into PRaP within 15 (fifteen) working days of your receipt of the referral. You should signpost the potential Participant back to Jobcentre Plus.

3.26 Where the initial appointment does not take place within 15 (fifteen) working days of you receiving the referral and you have not entered DNA into PRaP, you will fail to meet your CSS. You should take action to input the DNA as soon as possible to ensure you do not fail any further CSSs. The line will automatically close 30 calendar days from the referral being made.

3.27 If a voluntary potential Participant fails to attend the initial appointment and you input DNA into PRaP, or the 30 calendar day period has lapsed. The Jobcentre Plus work coach at their discretion may make a new referral to you, if the potential Participant still wishes to take part in the programme.

Initial engagement activity (for potential Participants who are mandated to attend and participate in their first appointment with the Provider)

First Appointment (Mandatory)

3.28 DWP may mandate some potential Participants to attend and participate in their first appointment with you. You will be able to identify these potential Participants via PRaP as they will be referred on the mandatory opportunity type on PRaP.

3.29 The potential Participant can be sanctioned for failing to attend (FTA) the first appointment with the provider, that the work coach has mandated them to attend and participate in. Participation in every element of JETS in Scotland after the first appointment is voluntary for all potential Participants.

3.30 Once you have acknowledged the mandatory referral in PRaP, you must notify the potential Participant of the arrangements for them to attend their first appointment with you via the letter JSA MAL JETS.S for New Style JSA potential Participants or the UC MAL JETS.S for UC potential Participants to enable their attendance. You must undertake this activity within 2 (two) working days from your receipt of the referral from DWP to meet your CSSs.

Please note: It is only during the first appointment that you will notify the potential Participant that they have been mandated to attend and participate in. For any subsequent appointments you may book following this appointment, their attendance will be on a voluntary basis.

3.31 It is always necessary to ensure that the timeframe between issuing the Mandatory Appointment Notification letter (JSA MAL JETS.S or UC MAL JETS.S) and the potential Participant attending the appointment is reasonable. Where the letter is posted to the potential Participant, the assumption is that they will have received the notification on the second working day after posting (not including Saturday, Sunday, or bank holidays). It is advisable to allow additional time for the potential Participant to make any necessary arrangements to attend the appointment.

For example: if the appointment is due to start on the Tuesday at 9am, it would be advisable to send the JSA MAL JETS.S or the UC MAL JETS.S on the preceding Tuesday. It could then be assumed to have been received in good time.

3.32 The first appointment is the only appointment that you will need to use a JSA MAL JETS.S or the UC MAL JETS.S letter to invite the potential Participant to the appointment. The purpose of this appointment is the same as the Initial Appointment that takes place with voluntary Participant to enable them to join provision.

Method of sending the First Mandatory Appointment Notification Letter

3.33 It is not acceptable to use electronic methods, such as text or email, to send the Mandatory Appointment Notification letter to the potential Participant. The letter must be posted to their home address, or handed to them. Where a potential Participant is of no fixed abode use the potential Participant’s correspondence address. You may choose to use registered post to ensure delivery.

3.34 It is acceptable to communicate electronically with the potential Participant to remind them of their appointment after issuing the letter.

Potential Participant fails to attend or attends and fails to participate the first appointment with you (Mandatory Referral – mandated to attend and participate in first appointment)

3.35 The only exception to this is if the potential Participant contacted you prior to the date of the appointment to request an alternative date. You may choose to agree to re-arrange the appointment, or you may request that they attend on the original date. If an alternative date is arranged, you must issue an updated JSA MAL JETS.S or UC MAL JETS.S letter to the potential Participant with the new appointment details.

3.36 For potential Participants who didn’t attend and/or participate in their first appointment which you notified them of via the JSA MAL JETS.S or the UC MAL JETS.S letter. You must:

• immediately notify DWP of their non-attendance by completing JETS.S01 for UC potential Participants or JETS.S02 for New style JSA potential Participants and sending it back to the designated email inbox address notified to you by DWP, via unencrypted email; and
• continue to try to re-engage with the potential Participant up until the 15th (fifteen) working day from receipt of the referral and continue to try to arrange their attendance at their initial appointment with you

Please note: These subsequent appointments will be voluntary appointments therefore, you should not use the JSA MAL JETS.S or the UC MAL JETS.S to notify the potential Participant of these. Please use the JSA VAL JETS.S or the UC VAL JETS.S for voluntary appointments.

For example: where a potential Participant has failed to attend and participate in their first appointment date, to maximise their opportunity to engage with the programme you may consider offering further appointments before inputting DNA into PRaP by the 15th working day.

3.37 If by the 15th working day from receiving the referral, you have attempted to arrange for the potential Participant to attend their first appointment to discuss their potential start on the programme and they have not attended, you should enter DNA into PRaP by the 15th working day to meet your CSSs. You must also notify DWP of this by completing form UC194 JETS.S and emailing it to the designated email inbox address notified to you by DWP.

3.38 When completing the form; note the date the potential Participant failed to attend the first appointment in the ‘Date they failed to undertake the ‘original mandatory activity’ section. Tick the box stating that it is no longer appropriate for the participant to complete the activity, and note the date you entered the Did Not Attend into PRaP in the date of compliance or activity no longer applicable section.

Potential Participant attends first appointment but does not start on the programme (Mandatory Referral – mandated to attend and participate in first appointment)

3.39 For potential Participants who have attended and participated in their first appointment with you and informed you that they do not wish to participate on the programme, you should input a DNS into PRaP within 15 (fifteen) working days of receiving the referral. You must complete a JETS.S07 form to notify the work coach that the Participant attended and participated in the initial appointment and signpost the potential Participant back to Jobcentre Plus.

3.40 On the JETS.S07 note the date the potential Participant attended and participated in the appointment, and note they don’t want to start on the programme. In the free text box note appointment attended. When notifying Jobcentre Plus that the potential Participant attended and participated but has informed you they do not wish to participate on the programme, the JETS.S07 form must include details of the referring office and work coach.

3.41 The email subject field must contain the following:

• JETS in Scotland Participant attended and participated but does not wish to start on programme; or
• JETS in Scotland Participant “alternative support discussion”
• Participant surname; and
• last three digits of their National Insurance Number (NINo)

3.42 The JETS.S07 must be sent via unencrypted email and only one notification form per email.

Potential Participant attends subsequent appointment following failure to attend first mandated appointment (Potential Participant mandated to attend and participate in first appointment)

3.43 If the potential Participant attends a subsequent appointment up to the 15th working day from receipt of referral and agrees to start on JETS in Scotland, you should input the start date into PRaP. However, if the potential Participant does not want to start on JETS in Scotland, you should input a DNS into PRaP. After the potential Participant attends the appointment, you must notify DWP immediately of this by completing the form UC194 JETS.S and email it to the designated email inbox address notified to you by DWP

3.44 When completing the form:

• Select the tick box ‘Participant has now fully complied’ option on the form
• You must note the date the potential Participant failed to attend the first appointment in the ‘date they failed to undertake the original mandatory activity’ section
• In the ‘date of compliance’ section, the date you enter should be the date the Participant re-booked the appointment, provided they then attended the appointment.

Please note: you should use the UC194 JETS.S form for both UC and New Style JSA claimants and return to the designated email inboxes notified to you by DWP.

3.45 Each email sent by you to the Service Centre must adhere to the standard e-mail protocols to comply with DWP security requirements. Each email must contain ONLY the following standard content:

• Standard wording to be displayed in e-mail ‘Subject Box’ including:
  • Name of relevant form
  • Participant’s surname; and
  • NINo – only last three characters

• Standard wording to be displayed in e-mail ‘Narrative Box’ including:

  • Sender contact details
  • Email attachment; and
  • One UC194 JETS.S form

Please note: Each e-mail must never contain more than one form. If you are unable to use unencrypted e-mail, in exceptional circumstances such as complete IT failure, referrals by post will need to be sent securely to the Mail Opening Unit at:

Universal Credit
Post Handling Site B
Wolverhampton
WV99 1AJ

3.46 The point at which the potential Participant agrees to participate in the programme, following an initial appointment is their start on the programme.

3.47 Where you are unable to arrange for the potential Participant to attend a subsequent appointment, because doing so would cause you to fail your CSS target, the DNA date you input to PRaP must be the latest date the potential Participant contacted you to try to arrange another appointment.

3.48 You must notify DWP immediately of the potential Participants attempt to rearrange the appointment by completing form UC194 JETS.S form and emailing it to the designated email inbox address notified to you by DWP.

3.49 When completing the form, note the date they failed to attend the first appointment in the ‘Date’ they failed to undertake the ‘original mandatory activity’ section in the date of compliance section. Note the date the potential Participant contacted you and that you were unable to accommodate their request to attend further appointments.

3.50 Where the first appointment does not take place within 15 (fifteen) working days of you receiving the referral and you have not entered DNA in PRaP, you will fail your CSS. You should take action to input a DNA as soon as possible to ensure you do not fail any further CSS’s. The line will be automatically closed after 30 calendar days after the referral being made. After the potential Participant attends the appointment, you must notify DWP immediately of this by completing form UC194 JETS.S form and emailing it to the designated email inbox address notified to you by DWP.

Potential Participant starts work or has a job offer between referral and start

3.51 Potential Participants may report that they have a job offer or have started employment or self-employment in-between their referral interview with Jobcentre Plus and engaging with you. These potential Participants should not continue to take part on the Programme.

Actions

• If the potential Participant informs you prior to acknowledgement, signpost the potential Participant back to Jobcentre Plus (if appropriate) and update PRaP with cancellation reason ‘inappropriate referral’.
• If the error is discovered after acknowledgment but you have not claimed the start line, then use reason ‘no contact’
• If the Participant informs you after acknowledged and recorded a start date, complete a PRaP14 and send to the JETS in Scotland Policy inbox at JETSSCOTLAND.POLICY@DWP.GOV.UK and copy in the PRaP Operational Support Team (POST) at PRAP.SUPPORT@DWP.GOV.UK. The policy team will then consider the request and you will be notified of the outcome. This form can be found on Annex J on Jaggaer
• You will be notified via email once approved and you should update PRaP with an end date and exit reason ‘46 – exceptional circumstances. The end date is the day after the start date
• You should then signpost the potential Participant back to Jobcentre Plus (if appropriate)
• POST will complete the actions to back the referral out and will contact you via email to notify you that this has been completed
• Upon receipt of the email you must promptly cancel the referral in PRaP, recording a cancellation reason of ‘No Contact’

Identity checks

3.52 You must ensure that in all communications with Participants you are satisfied you are engaging with the correct person.

3.53 To do this, you may decide to ask them to state a combination of their personal information such as:

• Full name
• Address
• NINo
• Other information, such as details that were included within the original referral from Jobcentre Plus
• Details you hold on your records

Actions to take when potential Participant confirms they want to start on programme (Voluntary initial appointment and Participant Mandated to the first appointment)

3.54 You must check that the potential Participant is not in any form of employment including zero hour contracts. For further information, where a potential Participant finds work or receives a job offer between referral and the initial appointment (voluntary) and the first appointment (mandatory) please refer to potential Participants starts work or has a job offer between referral and start section of this chapter.

3.55 Check that the potential Participant is not in receipt of payments from the Self-Employed Income Support Scheme (SEISS).

Please note: If the potential Participant is registered as self-employed with HMRC, they do not need to de-register to participate in JETS in Scotland.

3.56 You must capture the potential Participant’s preferred method of communication at this appointment and begin action planning with them by keeping evidence of the discussion. Further information can be found in JETS in Scotland Provider Guidance Chapter 4 – Action Planning.

3.57 You will provide the Participant with an induction pack, privacy notice and a copy of your customer service standards within one Working Day of them starting on the programme. Failure to do so will result in failing the CSS.

3.58 You must take into account any additional support requirements and ensure this is recorded in the Action Plan (JETS.S AP). This can be found on Annex C on Jaggaer.

Provider registers a start

3.59 The start is the point at which the Participant agrees to participate in the programme following or at the initial/first appointment. The start date you record in PRaP must always be the point at which the potential Participant agrees to participate following or at the initial appointment, this may be a retrospective date if you are entering the start date after the appointment was conducted.

3.60 You must retain evidence of the start date. Examples of acceptable evidence will include evidence of initial action planning activity.

3.61 The Start Date is day one of the 182 calendar day period that you have to work with the Participant.

3.62 Once you have acknowledged the referral and engaged with the Participant you are required to register the start in PRaP. To meet the CSSs initial engagement and start activity, this must take place within 15 (fifteen) working days of receiving the referral from DWP.

3.63 After 30 calendar days of the referral from Jobcentre Plus, the potential Participant record will automatically show as DNA in PRaP, unless you have, prior to the 30th day, input the potential Participant start date, DNA or DNS. If this occurs the potential Participant will not be a Participant on the Programme unless subsequently Jobcentre Plus makes a new referral for that potential Participant which results in a start.

3.64 Any potential Participant not recorded as a Start within 30 calendar days should be referred back to DWP, if appropriate.

Consequence

Failure to register a start as soon as you have conducted the initial appointment will mean that:

• RTE tracking will not start promptly; and
• You will fail to meet your CSS

3.65 If a Participant starts, input into PRaP the delivery location or end to end sub-contractor you allocate the Participant to.

Awareness of an Ineligible Payment

3.66 You must inform DWP if you become aware of the following payments so that an Outcome Payment is not triggered. These payments are:

• Tax refunds
• payments in lieu of notice
• holiday pay
• payments made as a part of being Armed Forces Reservists
• other retainer payments; and
• payments that are not related to qualifying employment generated whilst on JETS in Scotland

3.67 You must notify DWP PRaP team of any of these payments using the Non-JETS in Scotland Earnings Notification Form Non-JETS.S EENF and send to the Department’s PRaP Operational Support Team Central Inbox: prap.support@dwp.gov.uk

3.68 The Non-JETS in Scotland Earnings Notification Form Non-JETS.S EENF can be found in Annex E on Jaggaer.

3.69 In circumstances where an outcome payment has been triggered, the Participants record on PRaP will have automatically closed. For you to continue working with the Participant and help them into employment, you will need to consider whether a re-referral is required.

3.70 You will need to consider the following with the Participant:

• length of time you have already supported the Participant i.e. is the 6 months coming to an end

• Does the customer need ongoing support?

• Does the customer agree to a re-referral?

• Is there any further support available you could offer the Participant to support them into employment?

3.71 If, after considering all of the above and the Participant and you agree to continue to support the Participant, you will need to contact a Work Coach at the local JCP to request a re-referral to be made.

3.72 If the Participant and you do not agree to continue the support, you will need to complete an Exit Report. Further details can be found in Chapter 6: Programme Completers and Early Exits.

3.73 Once a re-referral has been made, all PRaP actions will need to be actioned as per the usual process. For further information please see the Re-Referral Process.

3.74 In the rare occurrence that someone starts JETS in Scotland, having just moved to Scotland and had recently been participating in the Work and Health programme (England or Wales), please email jetsscotland.policy@dwp.gov.uk. In some circumstances an overlap in tracking can occur and we may need to take actions to rectify

Participant contact after start on programme

3.75 The Provider will engage with the Participant (by telephone/video conference or any other method permitted by the Contract) every 10 (ten) Working Days as a minimum, to discuss the Participant’s wellbeing, Action Plan and job goals (“Booked Meeting”). The frequency of the Booked Meetings can be amended if the Participant prefers a different arrangement as per the CSS. Failure to do so will result in failing the CSS.

3.76 Any change in the frequency of contact should be documented by the Provider and Participant’s records should be updated.

3.77 If the Participant misses a booked meeting and the Provider is not contacted by the Participant with an explanation as to why, the Provider will attempt to contact the Participant within 2 (two) working days with a view to resolve any issues as per the CSS. Failure to do so will result in failing the CSS.

Inappropriate referrals

3.78 We recognise that there may be instances where someone is referred to the JETS in Scotland programme when they should not have been. For example, a Participant’s who:

• Do not meet mandatory or voluntary eligibility criteria will be removed from provision. This enables them to access other, more appropriate support and removes the risk of the department paying for ineligible Job Outcomes
• Do not meet the mandatory eligibility criteria but meet the voluntary eligibility criteria will be given the choice whether to continue taking part in JETS in Scotland
• Meet the eligibility criteria but do not meet the suitability criteria, except taking part in another Contracted Employment Provision (CEP) will be given the choice whether to continue taking part in JETS in Scotland
• Meet the eligibility criteria but do not meet the suitability criteria because they are taking part in another CEP will be removed from the JETS in Scotland, to enable them to continue taking part in the first provision

3.79 We recognise that there may be instances where errors are made during a claimant’s referral to JETS in Scotland. For example:

• Where potential Participants have been referred to JETS in Scotland more than once but have not started, the first referral is deemed correct. Subsequent referrals are deemed inappropriate
• Where Participants have been referred to JETS in Scotland more than once and have started, the referral with the (earliest) start date is deemed correct. Referrals with no/later start dates are deemed inappropriate
• where you identify that a referral may have been sent incorrectly. For example, where the opportunity type is a mandatory referral but the referral check box indicates a voluntary referral. In these circumstances you should contact the work coach to confirm referral status. Where the work coach confirms the referral was erroneous you should take the below actions

Participant is ineligible for JETS in Scotland or Participant referred as mandatory when they should be a voluntary referral

Actions

• If the error is discovered prior to acknowledgement in PRaP, signpost the Participant back to Jobcentre Plus and reject the referral. You should enter the end date and rejection reason ’10 – Other’ for ineligible participants or rejection reason ‘inappropriate referral’ for Participant referred as mandatory when they should be a voluntary referral into PRaP to end their time on programme.
• If the error is discovered after acknowledgement but you have not claimed the start line, then use reason ‘no contact’
• If the error is discovered after acknowledgement and claimed a start line in PRaP, complete a PRaP14 and send to the JETS in Scotland Policy inbox at JETSSCOTLAND.POLICY@DWP.GOV.UK and copy in the PRaP Operational Support Team (POST) at PRAP.SUPPORT@DWP.GOV.UK. The policy team will then consider the request and you will be notified of the outcome. who will consider the request. If the request is rejected, you will be notified via email and you should continue to work with the Participant. This form can be found on Annex J on Jaggaer
• If the request is approved, you will be notified via email and you should update PRaP with the end date and completer reason ‘46 – Exceptional Circumstances’ to end their time on programme. The end date is the day after the start date
• You should then signpost the Participant back to Jobcentre Plus
• The POST team will complete the actions to back the referral out and will contact you via email to notify you that this has been completed
• Upon receipt of the email you must promptly cancel the referral in PRaP recording a cancellation reason of No Contact

Actions for Duplicate referrals

• If the error is discovered prior to acknowledgement in PRaP, you will need to reject the duplicate referral by updating PRaP with an end date and rejection reason ’10 – Other’ to end that record
• If the error is discovered after acknowledgement but you have not claimed the start line then use reason ‘no contact’
• If the error is discovered after acknowledgement and started in PRaP, complete a PRaP14 and send to the JETS in Scotland Policy inbox at JETSSCOTLAND.POLICY@DWP.GOV.UK and copy in the PRaP Operational Support Team (POST) POST at PRAP.SUPPORT@DWP.GOV.UK The policy team will then consider the request and you will be notified of the outcome. who will then consider the request. This form can be found on Annex J on Jaggaer
• If the request is rejected, you will be notified via email and you should continue to work with the Participant
• If the request is approved, you will be notified via email, you should update the Participant record in PRaP with the end date and completer reason ‘46 – exceptional circumstances’ to end that record. The end date is the day after the start date
• POST will complete the actions to back the referral out and will contact you via email to notify you that this has been completed
• Upon receipt of the email you must promptly cancel the referral in PRaP recording a cancellation reason of No Contact

Please Note: You must ensure that action is taken as RTE tracking and any subsequent automated payments are linked to the first referral.

Re-Referral Process

3.80 A Participant can be considered for re-referral, subject to their Jobcentre work coach’s re-assessment on whether a re-referral is the most suitable option

3.81 To be eligible to be considered for re-referral, all of the following criteria must be met:

• the Participant still meets the eligibility and suitability criteria

• an eligible employment or self-employment Outcome Payment must not have been payable from previous participation on JETS Scotland

• 299 calendar days must have lapsed since the Participant previously started on provision

• the Participant has not been re-referred to JETS Scotland previously

3.82 There is an exception to bullet point 3 above. When any non-qualifying earnings have triggered an outcome and ended the PRaP journey, but the participant still needs support, the customer can be re-referred without having to wait for day 299 – this is because the customer will have been removed from PRaP altogether and tracking of outcomes will not apply. For further information please see “Awareness of an Ineligible Payment”

Action Planning – minimum requirements

3.83 Following the initial/first appointment with the Participant, you should begin high level initial action planning activity.

3.84 You are required to complete a full Action Plan, which has been agreed by you and the Participant, within 10 (ten) working days of the Participant’s start date. Ensure evidence of all interactions are recorded, dated, signed and held for all Participants, in line with the customer journey detailed in your tender. Where you are unable to obtain a Participant signature, during COVID, annotate the Action Plan with COVID-19. However, for the majority of the time signatures should be obtained electronically where they cannot be obtained in person. Providers should follow government guidelines on restrictions and customer’s preferences/needs when considering any Face to Face activity.

3.85 The initial meeting will allow the Participant and the Provider to start the Action Plan. A first draft of the Action Plan must be created at the initial meeting and signed by the Participant and the Provider on the day of the initial meeting. This Action Plan will be developed over the next 10 working days after the initial meeting. The Action Plan must be issued to the Participant and a copy retained by the Provider and forms part of the evidence of a Start on provision.

3.86 Further information can be found in JETS in Scotland provider guidance Chapter 4 Action Planning.

Standard Email Protocols

3.87 Each e-mail sent by you to the UC Service Centre must adhere to the standard e-mail protocols listed below to comply with DWP security requirements.

3.88 Each e-mail must contain ONLY the following standard content:

• Standard wording to be displayed in e-mail ‘Subject Box’, including:
  • Name of relevant form
  • Participant’s surname; and
  • NINo – only last three characters
• Standard wording to be displayed in e-mail ‘Narrative Box’, including:
  • Sender contact details
  • E-mail attachment; and
  • One UC194 JETS.S form

Please note: Each e-mail must never contain more than one form. It is important that you adhere to these standards.

Should you require a copy of any of the forms mentioned in this chapter, please email: jetsscotland.policy@dwp.gov.uk