At this follow-up meeting, the Estonian PES (Töötukassa) provided the Greek PES (OAED) with an overview of its counselling system in terms of both the organisation and quality assurance of work-focused counselling. The event is part of the ongoing activities of the Mutual Assistance Project (MAP) in support of the Greek PES.

The workshop consisted in two parts covering:

• How the counselling process is supported in the Estonian model, covering counsellors’ everyday work, including the division of client-groups between counsellors, management of customers and portfolios of clients, and the internal digital dashboard and decision-making tool (TARU).
• Counselling Quality Assurance methods, including hiring criteria, workplace and staff development support (training, appraisals, self-assessment, coaching…) and overview of the counselling quality framework.

Event participants exchanged and reflected on the elements of the Estonian PES model that could be transferred and adapted to fit the Greek PES context, mandate and activities.

The workshop built upon the outcomes from the first major activity of the Greek MAP of 26-27 May 2020 and the more recent ad-hoc workshop on Key Performance Indicators of 13 October 2020.