JobPath is a new approach to employment activation that will support people who are long-term unemployed and those most at risk of becoming long-term unemployed to secure and sustain paid employment. All participants on JobPath have a right to be treated fairly and in a professional manner. As part of the contractual arrangements with the providers they are required to honour a service guarantee and to provide each client with a copy of that guarantee. The minimum elements of the guarantee have been specified by the Department and include a fair and transparent complaints process. Clients can also complain or make representations directly to the Department and all such complaints will be investigated. Each case will be examined on its merits and appropriate action will be taken.
As part of the process of assuring service quality JobPath providers will be subject to regular on-site inspections and audits to ensure that JobPath is delivered in accordance with contractual obligations. In addition the Department will commission customer satisfaction surveys to independently assess if customers who are referred to JobPath are satisfied with the level, and quality, of service delivered by the contractors. Failure by the contractors to satisfy the Department’s inspectors or to achieve a satisfactory score in the independent survey will result in payment penalties being applied.
