Joined up for Jobs

Customer Charter

A new customer charter has been launched in Edinburgh, which is probably the first of its kind. It aims to ensure that all job-seekers in Edinburgh will get a high standard of service which meets the aims of Joined Up For Jobs (JUFJ), the city’s jobs strategy. A key point in this is that providers should commit to giving customers access to all appropriate services in the city and make referrals to other organisations where this is best for the customer. It also covers services for employers.

The Joined Up for Jobs Provider Network

Within Edinburgh’s Joined Up for Jobs network there are more than 80 diverse services working with customers – both jobseekers and employers.  Members of the network vary in size, focus and target groups supported.   While all may strive to provide the best possible service to their customers, the challenge for the jobs strategy is to get the contribution from each joined-up so that job-seekers get the best possible outcomes from the whole network working together.

The JUFJ Customer Charter Award

The Charter arose from discussions among Jobs Strategy Group members about the implementation of the strategy’s offer to jobseekers and employers.  As well as guaranteeing quality of service, they wanted to ensure that the strategy’s stated aim of being joined up was really reflected ‘on the ground’ among the service providers..

Key criteria for a quality standard were agreed:

• That the framework should be short, simple and a close match to what the service providers do.
• It must be applicable to the range of organisations in JUFJ.
• It must encompass work with employers as well as jobseekers.
• It should encourage providers to support the JUFJ operational plan.

• It would not be about targets, contract compliance or value for money – these matters are the concern of funders and contract managers rather than customers.

Existing quality standards were examined but none met all of these criteria.  In particular none covered the area of joint working and customer referral adequately.  The closest match in terms of process was learndirect scotland’s ‘Pledge to Learners’ which is expressed as a promise to service users. Learning providers are audited to ensure that they do deliver on the pledge, and are only permitted to use learndirect branding once they have completed an assessment process.  Unfortunately the content of the pledge did not have a close fit with employability service provision, so it was decided to develop a JUFJ standard.

The proposal to develop a local standard was endorsed by the JUFJ Providers’ Forum, and its development has been informed at every stage by input from service providers.  The following seven commitments have been agreed:

• We will ensure that our service is accessible to all eligible jobseekers.
• We will provide a professional and responsive service to employers.
• We will ensure that customers have up to date and relevant information.
• We will provide the most appropriate services to each customer’s needs.
• If we cannot provide a service that customers need, we will refer them to a service that can.
• We will engage with customers to ensure that our services are high standard and meet customer needs.

• We will respect customers’ right to privacy.

Assessment Process

Organisations applying for charter status provide a portfolio of evidence covering the 7  commitments. An assessment pack has been developed  which provides guidelines and standard forms, and an assessor supports the process.  Each organisation or service is assessed in the context of the nature of the organisation and the needs of its customers.  The assessor presents a short report with recommendation to the JUFJ Charter Board, which may approve or reject the recommendation; or may approve subject to conditions being met by the applicant organisation. Successful applicants receive a certificate for display, and their status as charter holders is indicated on the JUFJ on-line directory.  The award is for 3 years, after which re-assessment will be required.

A pilot group – Access to Industry, The Action Group (Real Jobs), Community Renewal, Women Onto Work, and Working Links – successfully completed the process prior to the launch of the Charter, and the assessment pack has since been revised in the light of their experience. 

Underpinning the JUFJ Operational Plan

This initiative supports the implementation of the key elements of the JUFJ Operational Plan. It promotes a high level of service to customers, both jobseekers and employers.  Over time it will drive up quality through fostering a quality improvement culture and facilitating the sharing of best practice.   It will support greater customer reach by giving partner agencies confidence to refer their clients/patients to employability services.  It rewards employability service providers by recognizing the work they do and their commitment to service users. Most importantly it reinforces the culture of referral between JUFJ member organisations.

For further information contact Jenny Ewing:  jennyewing@capitalcitypartnership.org 0131 270 6045