EUROPEAN SOCIAL FUND

LTU project KS1 - Purpose of Policy

LTU project KS1 - Purpose of Policy

Key Step 1 - Purpose of PolicyKey Step 2 - Shared Case History ScopeKey Step 3 - Policy StatementKey Step 4 - ProceduresKey Step 5 - Stakeholder Buy-InKey Step 6 - Preventing Exclusion RiskKey Step 7 - Assessing ImpactKey Step 8 - EvolutionKey Step 9 - EvaluationKey Step 1 - Purpose of PolicyKey Step 2 - Shared Case History ScopeKey Step 3 - Policy StatementKey Step 4 - ProceduresKey Step 5 - Stakeholder Buy-InKey Step 6 - Preventing Exclusion RiskKey Step 7 - Assessing ImpactKey Step 8 - EvolutionKey Step 9 - Evaluation

Identifying a single point of contact for clients...

... How LTU persons access the system?

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LTU Project - Key Steps 1 - Purpose of Policy
Key objective of KS1:
Ensuring key actors agree process for client access. 
This step is necessary to ensure that LTU persons can receive customer-focussed support when accessing a Single Point Of Customer Contact (SPOC).
Further info:
KS1 elements:
The European Council Recommendation of 15th February 2016 on the integration of the Long-Term Unemployed (LTU) into the labour market (2016/c67/01) calls for LTU persons to be offered a job-integration agreement comprising an individual service offer aimed at their finding a job and the identification of a single point of contact.
  • The Recommendation also encourages the registration of jobseekers with an employment service, in particular through improved provision of information on the support available. Employment services, together with other partners supporting labour market integration, should provide personalised guidance.
  • The Recommendation also seeks to encourage and develop partnerships between employers, social partners, employment services, government authorities, social services and education and training providers to provide services that better meet the needs of enterprises and registered long-term unemployed persons.
  • Member States are recommended to monitor the extent to which LTU persons have regained employment, whether the integration is sustainable, and the use of job integration agreements.
In order to ensure that LTU persons remain connected to support services organisations providing, these must maintain a “single customer view”. This will enable them to target, acquire, assist, and retain citizens using these services. To achieve this, organisations rely on up to date customer information and insight. The individual subjects of the single view often vary as widely as the customers.
Creating a single customer view can be hindered by barriers such as internal politics, lack of organisational sponsorship, heterogeneity of internal IT systems, lack of integration between operational and analytic systems, the inability to acquire sufficient customer insight, and especially data – quality problems.
Effective customer relationship management requires organisational units to work together to establish a single customer view and shared end to end process. Tracking and analysing a customers’ integration journey are essential. Without the right customer information, it is extremely difficult if not impossible to achieve the policy goal of LTU integration.
Those people most vulnerable to LTU are people with low skills or qualifications, third country nationals, persons with disabilities and disadvantaged minorities such as the Roma. In developing a single customer view, it is vital to consider clients’ wants, needs, abilities, and cultural traditions. The design of client records systems should take full account of the characteristics of service users, including culture, ethnicity, gender, disability, literacy, and economic status.
Milestones or key points with potential influence on the outcomes:
(the “Rationale” describes why the corresponding Milestone has been identified; the “Actions to consider” indicates some directions to meet the “Rationale”; and Examples or highlights of some Cases or Videos sections are provided when specifically connected.)
KS1-M01 - Identifying a single point of contact for clients
Rationale
Actions to consider
LTU Recommendation calls for persons to be helped through identification of a single point of contact.
Actors involved in supporting LTU integration should agree the process enabling LTU persons to access the system.
Related info/Example:
See as well Case Study C01 - Intreo Activation Model
KS1-M02 - Encouragement of registration with an employment service
Rationale
Actions to consider
Need for improved provision of information on support available.
Actors supporting integration are required to provide personalised guidance.
Related info/Example:
See as well Case Study C01 - Intreo Activation Model
KS1-M03 - Development of partnerships
Rationale
Actions to consider
Meeting the needs of enterprises and LTU persons.
Encouraging Partnerships between employers, social partners, employment services, government, social services, education and training providers.
Related info/Example:
See as well Case Study C01 - Intreo Activation Model
KS1-M04 - Monitoring the extent to which LTU persons have gained employment
Rationale
Actions to consider
Importance of sustainable employment and use of job integration agreements.
Quantitative and Qualitative Performance Metrics should be introduced.
Related info/Example:
- See as well Case Study C01 - Intreo Activation Model
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EMCO (European Employment Committee) LTU Recommendation monitoring packages.
KS1-M05 - Providing a single customer view
Rationale
Actions to consider
Essential to keep LTU people connected to support services enabling targeting of assistance.
Up to date customer information and insight is required.
Related info/Example:
See as well Case Study C01 - Intreo Activation Model
KS1-M06 - Overcoming barriers to case history development
Rationale
Actions to consider
Case histories depend upon Integrated operational and analytical systems.
Shared organisational sponsorship, and homogeneous IT systems, needed to ensure meaningful customer insight and quality data.
Related info/Example:
See as well Case Study C01 - Intreo Activation Model
KS1-M07 - Tracking and analysing a customer journey
Rationale
Actions to consider
Essential to develop a single view of the end to end process in order to achieve LTU integration.
Integration partners must work together to establish a shared view of LTU integration journey.
Related info/Example:
See as well Case Study C01 - Intreo Activation Model
KS1-M08 - Assisting the most vulnerable people
Rationale
Actions to consider
People most vulnerable to LTU are those with low qualifications, third country nationals, persons with disabilities, and disadvantaged minorities, i.e. Roma.
It is essential to consider clients’ wants, needs, abilities, and cultural traditions. The design of client record systems should take full account of the characteristics of service users including ethnicity, gender, disability, literacy, and economic status.
Related info/Example:
See as well Case Study C01 - Intreo Activation Model

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LTU Project - Key Steps 1 - Purpose of Policy