Written evidence from Department for Work and Pensions

DWP Work Coach Accreditation

The introduction of Universal Credit (UC) means that Work Coaches must develop new ways of
engaging with claimants, including those in paid employment, helping them plan and focus their
work search and to reinforce the message that work is the best route to financial independence.

To help ensure that Work Coaches have the necessary skills to meet the challenges ahead, the
Universal Credit Work Coach Accreditation (UCWCA) proof of concept was introduced from 22
June 2015. Participants in the proof of concept will progress through a preliminary level of
accreditation before starting an online learning journey towards an externally accredited
qualification in operational delivery.

The UCWCA proof of concept provides an excellent opportunity to build peoples capability and
professionalism in line with our expectation of extraordinary performance, both for individuals
and their line managers. UCWCA provides a formal, externally recognised accreditation for
Work Coaches. Undertaking formal accreditation will provide additional recognition for the
professionalism of operational delivery colleagues, bringing them more in line with established
professions such as HR.

There are 3 accreditation stages essentials, certificate and diploma and around 300 work
coaches are taking part in the trial, over a 15 month period.

Essential level is internal accreditation based on completion of the externally accredited Work
Coach Learning Journey and Wok Service Managers observing work coaches as part of the
Departments Quality Assessment Framework (QAF) process. Work coaches will need to be
assessed as achieving best practice in all QAF observations to achieve the Essential standard.
Essentials level was completed by the majority of the Work Coaches involved in the proof of
concept by 31 December 2015.

Work Coaches then progress to the City and Guilds level 4 Certificate in Managing the
Delivery of Services to Customers (Operational Delivery), an online assessment against an
externally assessed Operational Delivery Profession (ODP) learning journey. This consists of
four mandatory modules, plus one out of three additional modules. Two of the mandatory
modules have been developed specifically for the Work Coach role on understanding the labour
market and coaching. It is anticipated that it will take around 6 months to complete the
certificate level.

A number of Work Coaches with relevant staff management experience will be suitable to
progress to the City and Guilds level 4 Diploma in operational delivery (management). This
is an online assessment against an advanced externally assessed ODP learning journey. The
level 4 Diploma consists of two mandatory modules. It is anticipated that Diploma level will take
between 2 and 5 months to complete.

Formal evaluation of the proof of concept will inform possible national rollout. A final evaluation
of the Proof of Concept will be completed by February 2017.

April 2016