Dáil Éireann Debate, Thursday - 30 July 2020
838. Deputy Claire Kerrane asked the Minister for Employment Affairs and Social Protection the oversight her Department has had on JobPath providers; and the number of inspections, both notified and unannounced, respectively, that have been carried out. [20076/20]
View answerThere are a number of key features which enable my Department to monitor all aspects of the JobPath providers’ performance and ensure contract compliance.
Every participant is provided with a service guarantee - a baseline level of service covering frequency of engagement, personal progression planning, geographic accessibility and in-employment support.
As part of their contractual obligations, the provider is required to have a comprehensive Complaints Process and this is advertised in all JobPath provider office locations. The process contains various levels of escalation, allowing complaints to be dealt with at a level appropriate to the concern.
Should a customer remain dissatisfied having exhausted the contractor's Complaint Process, they can request my Department to carry out a review. In this way it can be established if the complaint has been fully dealt with, and in a fair and reasonable manner. If the customer remains dissatisfied following a review, they have the option to refer the matter to the Office of the Ombudsman.
As at end of June 2020, a total of 111 inspections have been carried out at JobPath service delivery locations; 66 have been notified and 45 were un-notified.
The inspections monitor compliance with the service level agreement and the contract generally, including, for example, the suitability and standard of accommodation, staffing levels, Irish language compliance, customer service and customer feedback, checking the client’s Personal Progression Plan, Review Meetings compliance, the checking of Job Sustainment Fee Evidence Types and Exit Plans. The inspections will be conducted for the duration of the JobPath contract.
I trust this clarifies the matter for the Deputy.
