Guidance

Chapter 4: Action planning

Updated 25 February 2022

Applies to Scotland

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

Action planning

4.01 Your evidence of action planning must comply with the Contract, including, without limitation, the Customer Service Standards (CSSs) set out in your tender and the Specification.

4.02 Following the initial engagement and provision start appointment, with the Participant, you should start high-level, initial action planning activity. Further information regarding the initial appointment can be found in JETS in Scotland Provider Guidance Chapter 3 – Referrals, initial Participant engagement and Starts.

4.03 You are required to complete a full Action Plan (JETS.S AP), which has been agreed by you and the Participant, within 10 (ten) working days of the Participant’s start date.

4.04 This is one of the CSSs which you will be performance managed against. Further information can be found in JETS in Scotland, Provider Guidance Chapter 11 Performance Management, MI Requirements, Compliance and Assurance. Where you are unable to obtain a Participant signature, annotate the Action Plan (JETS.S AP) available in Annex C on Jaggaer and your records with COVID-19.

4.05 The minimum requirements are that all activities in relation to Participants must be recorded in your evidence of action planning.

Actions

• Ensure the Participant understands what they are being asked to do, why they are being asked to do it and when it must be completed by
• Where you identify that a Participant has additional support requirements, you must carefully consider any impact these may have on the Participant’s ability to understand or comply with the requirements
• Set activities on Action Plan (JETS.S AP) which are SMART (Specific, Measurable, Achievable, Realistic and Time-bound)
• Ensure evidence of all interactions are recorded, dated, signed and held for all Participants, in line with the customer journey detailed in your tender (signatures can be electronic). If a Participant cannot or refuses to sign, you must record the reason for this. Where you are unable to obtain a Participant signature, during COVID, annotate the Action Plan (JETS.S AP) 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

4.06 You must ensure the Action Plan (JETS.S AP) is reviewed, by both you and the Participant every 10 (ten) working days. The frequency of these meetings can be amended if the Participant prefers a different arrangement.

4.07 Make the information contained in the Action Plan (JETS.S AP) available to the Participant at their request (by paper or electronically depending on their preference).

4.08 The 10 (ten) working day completion of the JETS in Scotland Action Plan forms part of your CSSs and will be checked, at regular intervals during the DWP Compliance Monitoring process, against what you agreed to deliver in your contract. Non-compliance in meeting these standards will result in failing this CSS. For further information, please see Job Entry: Targeted Support (JETS in Scotland) Provider Guidance Chapter 11 Performance Management, MI Requirements, Compliance and Assurance.