Avoiding underserving or overserving the user : personalising career guidance provision through a tiered service delivery model

Abstract

This long essay delineates, by utilising secondary data, service delivery within Public Employment Services, from an international perspective. Individual case management is discussed in relation to the personalisation of services. Subsequently, an analysis of the tiering of services ensues, featuring a three-level service delivery model, incorporating the following levels of services: [1] self-service mode, [2] group-based and brief staff-assisted services and [3] intensive case-managed services providing in-depth support. The significance of matching levels of assistance to levels of need is hence outlined, as well as the utilisation of diagnosis and screening tools. The issue of staffing the different service levels is also dealt with in this section. Additionally, two case studies are also presented, pertaining to Careers Scotland and the Lithuanian Labour Exchange, to better illustrate the rationale and management of this type of model. Subsequently, the current system of service provision within the ETC is described, after which a proposed service-delivery model, outlining three different levels of service, is discussed, highlighting both advantages and challenges inherent in the different service-levels. In conclusion, a brief overview of the main points of this work is given, with particular emphasis on the challenges and responsibility inherent in addressing the gaps evident in current service provision.