28 February 2006 - Publication of DWP research report 326: Maximising the Role of Outreach in Client Engagement
New research recently published by the Department for Work and Pensions presents the findings of an investigation into the factors that maximize the role of outreach in welfare to work policy.
Outreach has been used as a mechanism to deliver elements of welfare to work services in local community settings and this research sets out to determine what makes for effective outreach provision, and conversely to look at the factors that serve to inhibit successful outreach services. The research had two main strands: a literature review and a series of interviews with policy personnel, local stakeholders and outreach project managers.
The main findings are:
Key findings
- Outreach is a term that is often used but rarely defined. Outreach is used both to raise awareness of mainstream services to engage customers and to deliver welfare to work services in the community.
- Outreach activities aimed at raising awareness and engagement include distributing leaflets and newsletters, local advertising, holding open days and sponsored events. Outreach services tend to be delivered much closer to customers’ homes and typically offer one-to-one help with an adviser, benefit advice, CV preparation, in-work support and referral to partner organisations.
- Outreach services are provided by different welfare to work organisations including Jobcentre Plus, their contractors, local authorities and community and voluntary organisations. Some providers believe that outreach services are more successful if there is distance between the service and mainstream providers, ie Jobcentre Plus. Other providers believe it is the attributes and skills of outreach workers (including Jobcentre Plus staff) which make a success of provision.
- The attributes and skills of staff are key to effective outreach, especially enthusiasm, a passion for the work, good communication skills, ability to work flexibly and a clear understanding of local communities, the local labour market and the tax and benefits system.
- Outreach services benefit from having clear goals and targets from the outset, as well as good support from mainstream and partner organisations including adequate and sustained staffing and funding levels.
- Assessing the effectiveness of outcomes from outreach services is difficult. Long time frames are required to embed an outreach service, to work with customers who are harder-to-reach and to address the needs of harder-to-help customers who may require lengthy interventions to overcome barriers to work. However, providers report successes from using outreach with key customer groups. More analysis is required to understand who makes use of outreach services and what the outcomes from this type of intervention are. A robust assessment of outreach services and their relationship to mainstream provision may then be possible.
Notes to Editors
- The report is based on independent research undertaken by the Institute for Employment Studies as part of wider research into the effectiveness of local approaches to welfare to work policies commissioned by the Department for Work and Pensions.
- The findings are based on a literature review examining evidence from UK, US and international sources. Interviews were conducted with individuals experienced in managing or running outreach projects in UK welfare to work services.
- Research Report 326 – Maximising the Role of Outreach in Client Engagement will be published on February 28 2006. The report is available on the DWP website and hard copies can be obtained from Paul Noakes, Room 4-26, The Adelphi, 1-11 John Adam Street, London WC2N 6HT.
DWP Press office: 020 7238 0751
Out of hours: 07659 108 883
Public enquiries: 020 7712 2171
Website: www.dwp.gov.uk/asd/asd5/
Prepared by: Department for Work and Pensions Information and Analysis Directorate