The Work Programme provides personalised support for benefit claimants who need more help looking for and staying in work. Service providers, in this case The Island Partnership, have freedom to decide how best to support Work Programme participants while meeting minimum standards for delivering the service.
This is a major change in the way people are helped to move from welfare to work in this country. The Work Programme is structured so that it treats people as individuals and allows providers greater freedom to tailor the right support to the individual needs of each claimant.
Most minor problems and grievances regarding training can be settled quickly, through discussion with your Tutor or Adviser. However if this should not be the case and the problem cannot be resolved then the following steps would be taken:
Complete Trainee Complaint form A (which can be obtained from any member of staff) and return it to your Tutor or Adviser.
The Tutor or Adviser will set up an initial meeting with the Trainee within a 48 hour time scale (where possible).
Should the complaint be unresolved within this period of time the Tutor or Adviser will pass on the complaint in writing to the Manager who will respond to the complaint in writing within a 2 week period.
Should the complaint be from a client on the Work Programme the complaint will be escalated to partner Medway Council and G4S and the procedure outlined in the document G4S Complaints Procedure V1 4 followed.