All DWP staff delivering Universal Credit undergo a comprehensive learning journey designed to equip them with the tools, skills and behaviours required to provide a high quality service to all claimants, including those who have complex needs. This learning includes facilitator-led learning and skills practice, supported by multimedia learning materials.
Shettleston, Springburn, Newlands, Partick, Govan, Laurieston, Castlemilk and Drumchapel Jobcentres are all scheduled to go live with Universal Credit Full Service later this year (2018).
A full roll out schedule for Universal Credit is available via the Parliament website.
Before delivering Universal Credit Full Service Work Coaches receive a minimum of 90 hours additional training which builds on their existing skills and knowledge to prepare them for their role. New staff taking up this role will receive at least 178 hours of job-specific learning. The learning journey is blend of face-to-face and online learning, which focuses on the technical delivery of Universal Credit, the transformational change, as well as consolidation of their training post-completion.
Work Coaches will continue to receive ongoing training, ensuring that they are confident in providing claimants with the support they need. In addition, sites are supported at the time of rollout by colleagues already experienced in delivering Full Service. Following their training, we continuously develop our staff on the job to support them to deliver Universal Credit, and consolidate their learning effectively.