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Patrick Hughes


Title: Presentation heading goes here Sub heading goes here Date Author: IT Systems Last modified by: Henry Created Date: 6/9/2010 12:28:38 PM Document presentation ... – PowerPoint PPT presentation

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Title: Patrick Hughes

ERSA Conference Breakout 6
  • Patrick Hughes
  • DWPDate 28 November 2011

Professionalism with a Purpose Personal
Advisers in DWP.
  • Around 15 thousand advisers in 750 jobcentres (an
    increasing deliver mobile or outstationed
  • A track record of investment in adviser skills
    with some validation to NVQ Level3
  • Now a 6 month mixed media learning routeway
    endorsed by Edexcel
  • Considering QCF in employment related services a
    range of advantages in sector-wide standard
  • Scale of investment in this size of workforce is
    a factor
  • Recognising that externally validated skills are
    a core component of adviser
  • effectiveness

Adviser skills at the heart of effectiveness..
Information and processes
Organisation and Culture
  • Labour market knowledge
  • Current and future vacancies
  • Supporting products and programme
  • Reliable customer data
  • Personalised Service
  • Accessible
  • Flexible
  • Frequency of contact
  • Trust and respect

Advisory Skills
  • Diagnosis
  • Relationship-building and Coaching
  • Building meta-skills especially resilience and
    personal organisation

  • Systematic structured feedback
  • Centrality within the sector
  • Reward and recognition
  • Good practice
  • Risk and initiative