Parking the Disabled BBC Scotland Investigates


Parking the Disabled

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This man is helping save the British economy. Until three months

:00:06.:00:09.

ago he was one of millions of unemployed claiming incapacity

:00:09.:00:16.

benefits. The Government is trying to get these people back to work.

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There's not a week that goes by without me hitting something. Do

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you think anyone would consider It's failing thousands of people up

:00:30.:00:40.
:00:40.:00:51.

and down the country. You're a Who were? The clients.

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There are two and a half million long-term sick and disabled

:00:53.:00:56.

unemployed people in the UK, currently costing taxpayers �13

:00:56.:01:05.

billion every year. More than a quarter of a million of them of

:01:05.:01:08.

them live in Scotland. The Government says it wants as many as

:01:08.:01:15.

possible who are able to work off Those who can work will look for

:01:15.:01:18.

work and join the Work Programme. Those with a disability must and

:01:18.:01:23.

can no longer be left behind. It is a vital pledge we must make to

:01:23.:01:33.
:01:33.:01:36.

those who have those disabilities. Two years ago, BBC Scotland

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investigated the Government's plans to end this so-called "sick-note

:01:38.:01:40.

culture". We scrutinised the private assessment process, which

:01:41.:01:44.

was wrongly deciding many sick and disabled people were fit for work.

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18 months on from the launch of the Government's most ambitious welfare

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reforms yet, how successful has the pledge been to get disabled people

:01:50.:02:00.
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who are able to work off benefits and into employment?

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This is Michael Docherty from East Kilbride. Michael has learning

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difficulties and a personality disorder. He has never managed to

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hold down a job for very long, and has previously required intensive

:02:12.:02:17.

support in the workplace. When it comes to myself, having a

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disability, it's a lot harder and I'm a bit slow. It takes a bit

:02:24.:02:29.

longer to do the task in a certain time. I'd probably need a worker

:02:29.:02:33.

from ten o'clock that morning till when I finish at six o'clock at

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night time so I'm not alone in case something happens.

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As much as he wants to work, he's had numerous opportunities in the

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past and even with quite very well- supported care packages in place,

:02:41.:02:48.

it hasn't been successful for him. Despite his difficulties, Michael

:02:48.:02:55.

has been declared fit for work. He is appealing against that decision

:02:55.:02:59.

but, if that fails, he will have no choice but to attempt to return to

:02:59.:03:02.

the workplace. He's not the only one who says the Government's

:03:02.:03:04.

assessment process is pushing them inappropriately towards the working

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A cemetery on the south side of Edinburgh is where Mark Gould finds

:03:13.:03:18.

his inspiration. His passion is photography. In 2008 he developed

:03:18.:03:28.
:03:28.:03:28.

serious mental health problems and Depression for the record is not

:03:28.:03:34.

feeling a little bit down or sad or anything. It's feeling nothing.

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It's, you know, inside, inside there's You may as well be dead.

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Mark's been receiving incapacity benefits for the past four years

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and doesn't feel he's currently employable, struggling with anxiety

:03:47.:03:57.
:03:57.:03:58.

and his temper. How bad is it?

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Right, there's not a week that goes by without me hitting something. Do

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you think anyone should be stuck with that as an employee? Do you

:04:08.:04:18.
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think anyone in their right mind When I'm frustrated, I smash things

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Can this not be controlled? You've managed to control this in a very

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stressful environment of doing an interview. (BEEP) off. Can this be

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controlled? (BEEP) off. It can to some extent. And it, I knew today

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was going to be a bit like this, so I did a certain amount of

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preparation for being here. How do you prepare? How do you try and

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control it? How are you controlling it now? Through breathing

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:05:04.:05:11.

techniques. But what's going I'm not going to say anything about

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Mark's girlfriend Lauren, who has her own struggles with mental

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health, also thinks Mark is currently unemployable. Both worry

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about becoming one of those put on the Government's new scheme.

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The threat of the Work Programme is having a really negative effect on

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both our lives. Neither of us are in any fit state to cope with the

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sort of things that involves. I think Mark would end up on assault

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charges very quickly. Mark's difficulties are very

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different from Michael's. But like Michael, he feels he's been wrongly

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assessed, and it's a case of can't work rather than won't work. The

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Department for Work and Pensions said it was unable to comment on

:06:02.:06:12.
:06:12.:06:33.

individual cases but in a statement But what's happening to those

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disabled people who can work and want to work? 68,000 have been

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placed into the Work Programme, the Government's �5 billion answer to

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tackling unemployment. And here's how it's supposed to work. There

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are 18 main work providers. These are largely private companies. Each

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is contracted to deliver the Work Programme for all long-term

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unemployed, not just those with disabilities. It's based on

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financial reward. For every person placed with them, that main

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provider receives a referral payment of up to �400. For those on

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incapacity benefits, called "hard- to-place" clients, the figure is

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�600. If the main provider manages to get a client into employment for

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more than six months, it receives a second payment, which is �1,200.

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For a "hard-to-place" client it could be as much as �3,500. After

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two years, if a client is still in paid employment, the main provider

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gets a third payout, this time of up to �5,000. For a "hard-to-place"

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client, it's �9,600. It's called payment by results. The

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hope of the incentive means providers would work harder to

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reduce unemployment and put equal effort into those in the hard-to-

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:08:04.:08:05.

place category. And for some, it's This is Andrew Collins. After seven

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years of unemployment because of depression, in August 2011, he was

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put on the Work Programme. He was sent on confidence-building courses,

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showed where to look for work, and he was given a new, smarter

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appearance. These sound very small things to

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some people, new shoes, haircut, shave, but that was a big deal for

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you? In some ways, yes. Much as it's small in material things, it's

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a very good symbol of the sort of support that they were willing to

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offer and how they'd go out of their way and do stuff to make sure

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And you got the job. Yeah. Andrew now works part-time in a

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care home. He's an example of what the Work Programme was designed to

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achieve. Yet figures revealed in November, just 13 months into the

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initiative, are suggestive of Andrew being the exception rather

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New figures have been released showing that the Government

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flagship Work Programme has failed to meet a key target.

:09:15.:09:18.

Not one of the private companies delivering the Work Programme met

:09:18.:09:23.

their targets for getting any of the groups into work. Out of 68,000

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referrals of people from the hard- to-place group, providers only

:09:26.:09:36.
:09:36.:09:40.

found jobs lasting three months or Tony Wilson has had a history of

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mental illness. At 34, he's been unemployed and receiving disability

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benefits for almost nine years. I have been diagnosed with

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depression, anxiety disorder and borderline personality disorder.

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When I'm anxious, I can't go out. And if I have to go out, I have to

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be medicated. Tony was placed with Triage, a

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large Scottish company which provides support and training for

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the unemployed. Its website states it has one of the highest

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employment success rates in the country. Tony lives in

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Middlesbrough, where Triage also delivers the Work Programme. Yet

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his experience once placed on the programme hasn't matched up to what

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Triage promises. He's only seen his adviser sporadically. Some of the

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courses he was told he'd be sent on have failed to materialise. Triage

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says he has missed appointments, which Tony disputes.

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What have they done to get you job- ready? Nothing. Not at all?

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Absolutely nothing. This isn't because you're rejecting it and

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saying no, I mean they actually haven't actively done anything?

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They haven't done a single thing to help me in any way.

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Under the payment by results model, Tony is worth up to �6,500 to a

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provider. To try and understand why he wasn't getting the support he

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needs, we found someone who had been paid to implement Triage

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policy and was prepared to talk to me. Linda Smith worked as an

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employment advisor with Triage in Aberdeen, and often dealt with

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clients from the hard-to-place group.

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These people were probably more difficult to place in employment

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for us as employment workers, but for them, these people were bigger

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money. These people were the bucks, the ker-ching, that's what we were

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told. These people were money- makers. Oh, yeah, they were the

:11:53.:12:03.
:12:03.:12:08.

bucks. These people were money- makers.

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After seven months on the Work Programme, nothing had changed for

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Tony and his contact with Triage was becoming increasingly sporadic.

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Then, last month, he says his adviser left a message on his phone

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on the day of his appointment. She said, hello Tony, just checking

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how you're doing. We'll see you next year. That was it, that was

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all it said? Yeah, that's what she said. She didn't say come in, or

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don't come in, she didn't say you don't need to come in any more. She

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didn't actually mention the appointment. Was this an unusual

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phone call? Had you had anything like this before? No. No. It was

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out of the blue, it was bizarre. But for Linda, who worked at Triage,

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this type of phone call comes as no surprise.

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If some of the clients that you met were too difficult to put into

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employment, what would happen? would be put on telephone

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interviews, so they didn't even have to come into the centre. They

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would be double-booked, triple booked sometimes in a diary. Just

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to make sure that there was this contact made, so they could tick a

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box to say, yeah, they're still on the Work Programme. But efforts to

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gain them employment stopped? Yeah, they would call it parking.

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That was the word that was used, you'll park them. Management would

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say that? It was them that told us to do it. It was their idea. You

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don't spend as much time with these people, because you are never going

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to get the money out of them. you think you were parked? Yes. I

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can't get a job, so they won't get their big reward for getting me a

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job. I spoke with other former Triage

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employees who told me similar stories to Linda. Triage told us it

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couldn't comment directly on Tony's case due to Data Protection.

:13:51.:14:01.
:14:01.:14:25.

However, in a statement it said The experience of those we've

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spoken to suggest the financial model is working against those the

:14:28.:14:34.

scheme was set up to help the most those in the hard-to-place group.

:14:34.:14:37.

We asked a financial analyst to examine the Work Programme and the

:14:37.:14:44.

payment by results model upon which it is built. From the second I walk

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into the door as a participant of the programme, in the eyes of the

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provider, I have a price tag? Effectively. You have a value. You

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have a value, and as a referral, there's That's your income. Once

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you've been a referral, how much more money am I going to earn out

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of you? So which ones are you going to deal with first? Those that are

:15:05.:15:08.

easiest to get into work. So I can cherry-pick quite quickly. So, from

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what you're saying, it's cherry- pick the good and park the not-so-

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good. Absolutely. Order, order. Can I welcome you to

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this afternoon's evidence session. Labour MP Dame Anne Begg is the

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chair of a Parliamentary select committee assessing the

:15:22.:15:27.

effectiveness of the Work Programme. Was she aware that providers were

:15:27.:15:32.

cherry-picking? They won't help someone if they are expecting to

:15:32.:15:34.

get, say, �5,000 from the Government for getting them into

:15:34.:15:37.

work, but if they spend �6,000 on that individual getting them into

:15:37.:15:44.

sustained work then that is loss- making for the company. So it is

:15:44.:15:47.

clear that what has been happening, they have been selecting the

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easiest ones out of those groups, and worked with them and not

:15:50.:15:53.

working with those they have assessed as being too far from the

:15:53.:16:03.
:16:03.:16:17.

labour market and too difficult to The whole point of paying by

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results was to stop providers from this kind of cherry-picking,

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because the financial incentives would be so attractive that the

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hard-to-place wouldn't be ignored? And, when bidding for these

:16:24.:16:27.

lucrative contracts, the providers promised to do everything they

:16:27.:16:33.

could to help those who needed it Jemma Brown lives in Southampton

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and is registered blind. She's been unemployed for four years. She was

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placed on the Work Programme in March last year.

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I was really hopeful. I think that's how I'd described it. I was

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hopeful that it was going to make a difference and that things would

:16:53.:16:55.

change and I'd at least get some interviews.

:16:55.:16:57.

Jemma was placed with employment agency A4e, the second-biggest

:16:57.:17:04.

contractor to the Work Programme. It claims to have saved the tax-

:17:04.:17:09.

payer �24 million a year by getting long-term unemployed into work.

:17:09.:17:15.

That's on their website. Now, I've got a copy of their bid to deliver

:17:16.:17:24.

the Work Programme in the south east. In it they say they will

:17:24.:17:27.

provide an accessible service for all clients, tailor the programme

:17:27.:17:30.

to the needs of the individual, and each client will be seen monthly by

:17:30.:17:36.

a work adviser. Not so, according to Jemma Brown. I can kind of go,

:17:36.:17:41.

like, two or three months without seeing him. Two or three months?

:17:41.:17:45.

Before then I've kind of waited that couple of months and then

:17:45.:17:47.

actually had my appointment cancelled the day before and had to

:17:47.:17:50.

wait another month or something. How many jobs has A4e found you or

:17:50.:18:00.
:18:00.:18:02.

Jemma is not an isolated case. Mark Cooper lives in Edinburgh. He's a

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politics graduate and a former Labour Party candidate. Mark has

:18:08.:18:12.

cerebral palsy, but unlike Jemma he's not in the hard-to-place group.

:18:12.:18:15.

He volunteered to join the Work Programme and has been with A4e for

:18:15.:18:20.

a year. In that time he's applied for over a hundred jobs, most if

:18:20.:18:28.

which he's found himself. He now has serious doubts as to whether

:18:28.:18:36.

A4e can help him get a job. What's the problem, then? Why are you not

:18:36.:18:40.

getting the job through A4e? Because they have got too many, too

:18:40.:18:50.
:18:50.:18:53.

many people to help. Their staff do not have the time that they or I

:18:53.:18:56.

would like to help me. Would you say you're not getting that

:18:56.:18:59.

intensive job support? No. No, I'm But what about A4e's promise to

:18:59.:19:07.

provide an accessible service for all clients? They can't do things

:19:07.:19:12.

in large print. I can't use their computers. Everywhere I've turned

:19:12.:19:15.

in the Work Programme there's been a barrier in the way for me

:19:15.:19:18.

accessing it. Did you get the feeling almost like you were the

:19:18.:19:22.

first disabled person they'd come across? It really was like they had

:19:22.:19:32.
:19:32.:20:04.

no clue about disability whatsoever. The system was set up in such a way

:20:04.:20:07.

that providers weren't expected to have the expertise in every single

:20:07.:20:12.

disability field. But this was where charities and support

:20:12.:20:16.

organisations with specialist skills would come into their own.

:20:17.:20:19.

When the main providers competed for the multi-million pound Work

:20:19.:20:21.

Programme contracts, they included in their bids lists of charities

:20:22.:20:30.

and organisations they said they would be using to help clients.

:20:30.:20:33.

Around 1,000 of these support groups were signed up. They

:20:33.:20:36.

anticipated an exciting time. They would be paid by the main provider

:20:36.:20:41.

every time their support services were used. One of them is a group

:20:42.:20:44.

offering support to single parents, some of whom have mental health

:20:44.:20:50.

problems. It agreed to provide a helpline service for clients on the

:20:50.:21:00.
:21:00.:21:01.

work programme. To date, it's only had three phone calls.

:21:01.:21:03.

We had to dedicate substantial staff time to actually negotiating

:21:03.:21:06.

with and preparing the information for the bids that we submitted to

:21:06.:21:10.

the Work Programme, and yet this resource isn't being used. And I

:21:10.:21:13.

think that's what I find so, so disappointing about the whole thing.

:21:13.:21:20.

Was One Parent Family Scotland's experience unusual? We conducted a

:21:20.:21:23.

survey of 348 voluntary organisations listed on the DWP

:21:23.:21:25.

website as being subcontractors to the Work Programme in July last

:21:25.:21:30.

year. Surprisingly, 40% of the 184 who responded said they weren't

:21:30.:21:33.

part of the Work Programme, therefore shouldn't even be on the

:21:33.:21:40.

list. Then there was the number of referrals. In Scotland, 75% of

:21:40.:21:43.

organisations correctly listed as being subcontractors said they had

:21:43.:21:51.

received fewer referrals than expected. And across the UK, 41%

:21:51.:21:57.

hadn't received any at all. Why do you think organisations like

:21:57.:21:59.

yourselves were included in the first place if there isn't this

:21:59.:22:05.

desire to actually engage? I think it looked good. I think it was

:22:05.:22:10.

window-dressing. I think it helped people win contracts if they showed

:22:10.:22:12.

they were engaging with local organisations and charities who had

:22:12.:22:15.

decades of experience working with the groups the Work Programme was

:22:15.:22:22.

targeting. These concerns were echoed by some

:22:22.:22:32.
:22:32.:22:47.

of the other Scottish organisations From the evidence we have gathered,

:22:47.:22:53.

it seems that finance is driving this system. Some providers are

:22:53.:22:56.

going for the quick return, focusing on those most likely to

:22:56.:23:00.

get a job. And others are failing to refer clients to much-needed

:23:00.:23:03.

support because they have to pay for that support, thereby cutting

:23:03.:23:10.

their profit. Is this pursuit of financial reward

:23:10.:23:12.

leading to a culture of indifference to those who need help

:23:12.:23:19.

the most? Never ever ask how they are. When you go out to greet them,

:23:19.:23:21.

to bring them in to their appointment, their meeting time,

:23:22.:23:27.

never ask how they are. Why not? Because you might, you'll spend too

:23:27.:23:31.

much time then, because they would want to tell you all about what was

:23:31.:23:36.

wrong with them. Their words, not mine, I have to say. Never, ever

:23:36.:23:42.

ask anybody with a disability benefit how they are.

:23:42.:23:46.

It was difficult to accept what Linda Smith was about to tell me.

:23:46.:23:51.

According to her, this was how some staff talked about clients. They

:23:51.:24:01.
:24:01.:24:02.

were all "LTBs". Lying, thieving bustards. Who were? The clients.

:24:02.:24:05.

That's how they're referred to as clients. You're a lying, thieving

:24:05.:24:12.

bustard. These were clients that you had been employed to help?

:24:12.:24:20.

help and support back into employment. Yeah. That's offensive.

:24:20.:24:25.

It's unprofessional. It's so many words I could say about that. It's

:24:25.:24:30.

just wrong. We've spoken to a number of former

:24:30.:24:32.

Triage employees who have confirmed they, too, had heard this term

:24:32.:24:42.
:24:42.:24:54.

being used. In a statement, Triage "This is not a phraseology used or

:24:54.:24:57.

accepted by Triage. We believe this relates to a single incident,

:24:57.:25:00.

apparently almost a year ago." In relation to not asking how clients

:25:00.:25:03.

are, Triage told us: "This is a misinterpretation of a constructive

:25:03.:25:05.

approach to positively working with Health Benefit clients. We have

:25:05.:25:08.

found more effective ways of greeting a client without using

:25:08.:25:11.

words that may refocus them on their health concerns." We asked

:25:11.:25:15.

Dame Anne Begg, who is chairing the inquiry into the Work Programme, to

:25:15.:25:18.

look at some of our evidence. At Tony, who feels he has been parked

:25:18.:25:21.

by the system. Jemma, who says her disability isn't being catered for.

:25:21.:25:23.

And former Triage employee Linda Smith.

:25:23.:25:26.

What they have done to get you job- ready? Nothing. Not at all.

:25:26.:25:31.

Absolutely nothing. The longer it goes on, the harder it will be to

:25:31.:25:34.

be able to pick himself up and put himself back into the workforce.

:25:35.:25:37.

Everywhere I have turned in the Work Programme there has been a

:25:38.:25:41.

barrier to me accessing it. They shouldn't be working with people

:25:41.:25:43.

with disabilities, and they shouldn't be advocating on their

:25:43.:25:46.

behalf if they can't do it themselves. This is A4e we're

:25:46.:25:49.

talking about. That's a company that should know better. Lying,

:25:49.:25:56.

thieving bustards. Who were? clients. That is shocking, and I

:25:56.:26:04.

hope this is a rare example of that. If that is widespread, then that is

:26:04.:26:14.

terrible. Will you be feeding our evidence into your ongoing inquiry?

:26:14.:26:17.

I think what you have shown here in your programme will certainly form

:26:17.:26:20.

part of the evidence that we will use when we reach our conclusions

:26:21.:26:23.

and make recommendations to Government as to what should happen

:26:23.:26:25.

to the Work Programme as it develops.

:26:25.:26:28.

Those recommendations will come here, to the Department for Work

:26:28.:26:33.

and Pensions. I wanted to put all the evidence we had gathered to the

:26:33.:26:40.

man in charge. Do you think that cherry-picking is

:26:40.:26:43.

taking place? I think that we've set some very clear incentives for

:26:43.:26:47.

the WP providers. They know they're only going to make money if they

:26:47.:26:50.

get these people into work. They know they're only going to make

:26:50.:26:53.

money if they provide the right support. With respect, you haven't

:26:53.:26:56.

answered my question. Do you think that cherry-picking is taking

:26:56.:27:01.

place? If people have got evidence of cherry-picking, if people are

:27:01.:27:04.

concerned about that, there is a complaints mechanism, there is an

:27:04.:27:06.

independent case examiner who can respond to those details. But the

:27:06.:27:09.

incentives are in place to ensure that people get the right support.

:27:09.:27:12.

One person who worked within the industry, she told us that clients

:27:12.:27:17.

were referred to by staff as LTBs, lying, thieving bustards. Well,

:27:17.:27:19.

that sort of language is inappropriate and is wrong, and I

:27:19.:27:22.

would want to make sure that where that language is used, that

:27:22.:27:25.

appropriate disciplinary action is taken against the employees with

:27:25.:27:31.

the provider. Looking at the supply chain, we carried out a survey, and

:27:31.:27:34.

what we discovered was that the expertise and the knowledge of many

:27:34.:27:37.

outside support organisations weren't being used. They feel

:27:37.:27:46.

they've been used as bid candy to window-dress. I think that prime

:27:46.:27:49.

contractors have identified people who they believe could help could

:27:49.:27:56.

deliver an effective service. They've got to decide whether that

:27:56.:27:59.

works in the long term. They've got to decide whether those

:27:59.:28:01.

organisations provide the right service. I think there'd be some

:28:01.:28:04.

organisations that haven't had the volume of referrals that they

:28:04.:28:06.

expected. I've a got relentless focus on ensuring that the Work

:28:06.:28:10.

Programme delivers to the people who take part in it. I want to see

:28:10.:28:12.

this programme to get more people into work.

:28:12.:28:15.

Few will disagree that supporting long-term sick and disabled

:28:15.:28:18.

unemployed back into work is a good thing. But is the Work Programme

:28:18.:28:22.

the best way of achieving these results? The Select Committee will

:28:22.:28:32.

report its findings to Government in April. Will the financial model,

:28:32.:28:35.

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