Partnership Action for Continuing Employment: client experience survey 2022
Research into the experiences of clients receiving redundancy support services through Partnership Action for Continuing Employment (PACE). This research is the seventh iteration of research assessing client experiences of PACE.
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4 Post-redundancy outcomes and the influence of PACE
This chapter details the outcomes for PACE clients post their redundancy, in terms of wider benefits, overall satisfaction and employment outcomes. Below is a summary of findings from the chapter.
Overall, 75% of clients were satisfied with the services they received from PACE.
Overall outcomes from PACE continue to be very positive: around nine in ten clients (89%) had entered employment before or after their redundancy. The majority of these (77%) had secured work post-redundancy and 12% secured work prior to their redundancy.
Of those that had secured work with an employer after redundancy, four in five (82%) were working full-time and around one in six (17%) were working part-time.
A third (34%) of clients had undertaken training or personal development outside of PACE since their redundancy, with the majority upskilling (41%) or reskilling (37%).
Among those that had secured work post-redundancy, seven in ten (70%) said their role required at least the same level of skills, including 31% reporting a higher skill level requirement than in the job they were made redundant from.
Nearly half (45%) of clients felt PACE had helped at least to some extent in them securing employment, with 10% saying it had made all the difference. However most (53%) said PACE did not help them to secure employment.
43% of clients reported an increase in their confidence in getting a job, with 16% of these saying their confidence had increased greatly. 38% reported an increase in overall career prospects and skills in applying for new roles. A third said their mental health and wellbeing was improved.
Around two-thirds (63%) of clients felt that the support they had received through PACE had met or exceeded their expectations.
The majority of clients (82%) reported they were likely to recommend PACE to individuals at threat or in the process of redundancy, with around half (49%) reporting they were ‘very likely’ to recommend PACE services.
4.1 This chapter looks at the current employment situation of PACE clients and what influence they felt accessing the PACE service has had on their employment outcomes. It also considers the wider benefits clients felt they gained from PACE and their overall satisfaction with the experience. These clients received PACE services from January 2020 to January 2022 and were asked about their work status in the new client survey in February and March 2022.
4.2 Clients were asked whether or not their redundancy was related to the impact of the COVID-19 pandemic. More than three-fifths (62%) reported that their redundancy was due to the impact of the pandemic, while 37% reported it was not, and 2% were unsure. Clients aged under 40 were more likely to report that their redundancy was due to the impact of the COVID-19 pandemic than those aged 50 and over (72% compared to 54% respectively).
Post-redundancy work outcomes
4.3 Overall outcomes from PACE have improved: almost nine in ten clients (89%) had secured work before or after their redundancy, a significant increase on previous years (81% in 2020 and 80% in 2018). The majority of these (77%) had secured work post-redundancy and 12% secured work prior to their redundancy.
4.4 Results varied by age sub-group: whilst on the whole, there were positive outcomes for all age groups, those aged 50 and over were less likely to have secured work before or after their redundancy (83%) than those aged under 40 (93%) and aged 40 to 49 (92%). That being said, those aged 50 and above saw the largest increase in the proportion securing work since 2020 (a nine percentage point increase).
4.5 In terms of socio-economic grade, those at Grade D/E were less likely to have secured work either before or after being made redundant (71%, compared to 93% of Grade A/B, 91% of Grade C1 and 94% of Grade C2).
4.6 Clients with qualifications above degree level (95%) or at degree level or equivalent (91%) were most likely to have secured work either before or after being made redundant. Those with National 4 or National 5 level or equivalent qualifications were the least likely to have done so (82%). Figure 4.1 shows the proportion of PACE clients who secured work either before or after leaving their role selected for redundancy, by age, social economic grade, and highest level of qualification.
Base: All clients 2022 - (852), 2020 – (736)
4.7 Among those that had secured work post-redundancy, just under three-quarters (73%) had done so within six months (52% within three months and 21% in three to six months). This is a lower proportion than in 2020, when 91% secured new employment within six months. Younger clients were more likely to have secured employment soon after their redundancy; around three in five (58%) of those aged under 40 had done so, compared with half (49%) of those aged 40 and over.
4.8 Figure 4.2 outlines the post-redundancy outcomes of clients across the seven waves of the research. The figure presents the proportion of clients who have secured work at some point following redundancy, the proportion that have not secured work since their redundancy but have undertaken training, as well as those that have not secured work but are currently looking for work. The remaining clients were not seeking work at the time of interview and are here classified as ‘economically inactive’.
Base: All 2022 – (852), 2020 – (736), 2018 – (1065), 2016 – (1045), 2014 - (879), 2012 - (505), 2010 – (405)
4.9 Overall, the proportion who have secured work at some point since being made redundant has increased since 2020. The proportion of clients actively looking for work has decreased compared with 2020, while the proportions in education or training, as well as those who are economically inactive have remained stable.
4.10 Among those that had secured work with an employer after redundancy, four in five (82%) were working full-time and 17% were working part-time. These are similar proportions to 2020, where 83% had found full-time employment and 16% were working part-time. Male clients were more likely than female clients to have found full-time employment (88% and 67% respectively). There were also differences by age, with those aged 50 and over less likely to be working full-time than their younger counterparts (75%, compared with 85% of those aged under 40 and 85% aged 40 to 49).
4.11 Three quarters (75%) of clients that secured work with an employer were on permanent contracts (similar to 78% in 2020). Of the remaining clients, 16% were in contracted positions evenly split between those on contracts for a year or more (8%) and those contracted for less than a year (8%), while a further 8% were in casual positions with no fixed terms of employment.
Characteristics of post-redundancy employment
4.12 Figure 4.3 illustrates how clients who had secured work with an employer or self-employment following their redundancy assessed the characteristics of their employment (relative to the job they were made redundant from) in terms of skill levels, their level of responsibility and pay.
4.13 Considering skills levels first, seven in ten (70%) said their role required at least the same level of skills, including 31% reporting a higher skill level requirement than in the job they were made redundant from. A quarter (26%) secured roles that were less skilled.
4.14 Close to two thirds of clients (64%) said their level of responsibility in the work they had secured was at least the same level of the role that they were in prior to redundancy, with 39% saying they had a higher level of responsibility. Around a third (34%) saw a decline in their level of responsibility post-redundancy.
4.15 In terms of pay, the majority of clients (55%) found work with at least the same level of pay, with 37% earning more than they had prior to redundancy. However, it was most common for clients to say the work their pay levels had decreased (43%).
Base: All who secured work either pre-redundancy or after made redundant (722)
4.16 Across all three sets of characteristics, clients aged 50 and over were less likely than their younger counterparts to report improvements.
- 21% of those aged 50 and over had secured a job requiring a higher level of skills, compared to 39% of those aged under 40 and 33% aged 40 to 49;
- 26% of those 50 and over had found a job with higher levels of responsibility compared to 49% of those aged under 40 and 41% of those aged 40 to 49; and
- 27% of those 50 and over had found a higher paid job compared to 45% of those aged under 40.
Base: All who had secured a work either pre-redundancy or after made redundant: 2022 – (722) 2020 – (567) 2018 – (784), 2016 – (741), 2014 - (634), 2012 – (373), 2010 – (202)
4.17 Figure 4.4 shows that there was little change compared with the 2020 survey in terms of the proportion reporting positive outcomes in terms of skills, responsibilities and pay, consolidating improvements seen over the longer time series.
4.18 Clients who had moved to work in a different industry or were using a different skill set in their new employment were asked what impact the COVID-19 pandemic had made on this career change. Over half (55%) of those who had moved industry reported that the COVID-19 pandemic had no impact on their choice to change career, while 44% said it made an impact, and 1% reported they were unsure.
The influence of PACE services on the move back to work
4.19 Clients who had entered employment were asked what influence, if any, PACE services had on this transition. Results are shown in Figure 4.5. Approaching half (45%) felt PACE had helped at least to some extent in them securing employment, with 10% saying it had made all the difference. However most (53%) said PACE did not help them to secure employment. These results are broadly consistent with 2020, when 47% of clients said PACE helped and 52% said it made no difference in helping them to find employment.
4.20 Male clients were less likely to feel that PACE services had helped them to secure employment; 42% said PACE had contributed to at least some extent, compared with around half (49%) of female clients.
4.21 Clients who felt PACE services had contributed to them finding work with an employer were asked which services had helped them. The most common service mentioned was support with CVs, applications, and letters (29%), though it was less influential than in 2020 (37%). Information about training and funding was the next most helpful service (23%, up from 10% in 2020). Other services mentioned included help with interviews and job search strategies (11%), career guidance interviews (10%), the PACE presentation and information pack (5%) and benefits information (4%).
4.22 The PACE services accessed also influenced the extent to which clients perceived PACE services to have helped them back into employment. As in 2020, clients who only received the PACE presentation and information pack were significantly less likely to feel PACE had helped them in getting back into work (11% felt it had done so), compared to those who had accessed other services in addition to the PACE presentation (56%), or those who received other services but not the presentation (41%). This suggests that the presentation plays an important introductory role but should be complemented with other services if possible.
Base: All who secured work either pre-redundancy or after made redundant (722)
Base: All who had said PACE services helped move back into employment (273)
Note that other services cited as most helpful by less than 3% of clients are not shown
Engagement with learning, training and development post-redundancy
4.23 Overall, around a third (34%) of clients had undertaken training or personal development outside of PACE since their redundancy (regardless of whether they were currently in work or not). This is an increase on 2020, at which point only around two in five (22%) had done so. Older clients were less likely to have undertaken any training or personal development: 28% of those aged 50 and above had done so, compared with 37% of those aged under 40. There was also variation by highest level of qualification; more than half (54%) of those whose highest level of qualification was above degree level had undertaken training. In contrast, further training was only undertaken by around a quarter (24%) of those whose highest level of qualification was at National 4 or 5 level or equivalent.
4.24 Clients that had undertaken training or personal development were asked whether they had reskilled (i.e. gained different skills, such as to help a career change) or upskilled (gained skills at a higher level). Among clients that had undertaken training outside of PACE since their redundancy, two in five (41%) indicated that they had upskilled, with 37% reskilling (19% said they had neither reskilled nor upskilled). Those in socio-economic grade D/E were far more likely to say they had reskilled (54%).
4.25 When clients that had undertaken training were asked what qualifications they had, or were working towards, they most commonly said they were not working towards a qualification (32%), while 26% mentioned training related to ‘job specific qualifications’. The most common specific type of qualification mentioned were Scottish Highers or equivalent (11%) and degree level qualifications (10%).
Base: All who are not in education or training (841)
Base: All who have undertaken training and development other than PACE (275)
The influence of PACE on client motivation and confidence
4.26 Clients were asked to rate the influence of PACE on their mental health and wellbeing, skills needed to apply for job, confidence in getting a job, and careers prospects. Their responses are shown in Figure 4.7. The aspect that clients most commonly cited an improvement in was their confidence in getting a job: 43% reported any improvement and 16% said this had improved greatly. Two in five (38%) said their overall career prospects had improved and the same proportion saw improvement in the skills needed to apply for jobs (12% and 10% respectively said these skills had improved greatly). The least likely area to improve was clients’ mental health and wellbeing, though still a third (33%) saw improvement with one in ten saying this had improved greatly due to PACE.
4.27 Female clients were more likely to be positive about the influence of PACE on their mental health and wellbeing during redundancy (39%) compared to male clients (29%).
Base: All clients (852)
4.28 Mirroring previous waves’ results, clients that had accessed services beyond the PACE presentation and guide were more likely to have seen improvements. These differences are illustrated in Figure 4.8.
4.29 Among those who had received the PACE presentation and accessed at least one additional service, two in five or more experienced any improvement with each prompted aspect of their development, ranging from 41% who saw an improvement in their mental health and wellbeing to 55% who felt their confidence in getting a job had improved. In contrast, the proportion citing improvements among those that only received the PACE presentation and guide ranged from 8% who felt their career prospects had improved to 16% who saw an improvement in their mental health and wellbeing.
Base: All clients (852)
Base: Client receiving PACE presentation and no other services (56); Clients receiving PACE presentation and other services (367)
What was missing from PACE
4.30 Clients were asked for their unprompted views on what was missing from the PACE service. These results are shown in Figure 4.9.
4.31 The most common aspects mentioned were the need for more follow-up help and ongoing support (16%), a more personalised service (12%), and more face-to-face contact (8%) – though it should be noted that the third most common response was that no improvement was necessary (12%). The desire for more face-to-face contact was more common among those aged 50 and above than it was among those aged under 40 (11% and 3% respectively).
Base: All clients (852)
Note that other services cited as missing by less than 3% of clients not shown
Satisfaction with the overall experience of PACE
4.32 As shown in Figure 4.10, satisfaction with PACE services remains high; three quarters (75%) of clients were satisfied overall, including 37% who were ‘very satisfied’. However, satisfaction has decreased since the 2020 survey (82% satisfied overall; 45% very satisfied), dropping back to levels reported in 2018 (76%). Compared to 2020, younger clients under 40 saw a decrease in the proportion saying they were satisfied overall with PACE services (87% in 2020 compared with 79% in 2022). Additionally, those in A/B (70% satisfied) and C1 (76% satisfied) social groups were less likely to say they were satisfied overall in 2022 than in 2020 (85% respectively in 2020).
4.33 Unsurprisingly, positive work outcomes led to a more positive experience overall. Over three quarters (77%) of clients that had secured work post-redundancy were satisfied, compared with 65% that had not.
4.34 The more PACE services accessed by clients, the more likely they were to be satisfied overall with PACE services. For those that accessed one PACE service, just over half (55%) were satisfied, compared to four in five (79%) of those that accessed 2 to 4 services, and more than nine in ten (93%) who accessed 5 or more.
Base: All clients (852), Secured work (707), Not secured work or training (128), Under 40 (214), 40-49 years (220), 50+ years (395), PACE presentation only (56), PACE presentation and other services (367)
4.35 In terms of demographic differences, female clients were more likely to be satisfied overall (82% compared to 73% of male clients) and also to say they were ‘very satisfied’ (44% and 34% respectively). There were no statistically significant differences by age. Following similar patterns elsewhere, a more extensive set of provision led to higher satisfaction, with those receiving the PACE presentation and at least one other service more likely to be satisfied than those who only engaged with the presentation (86% and 49% respectively). This pattern was also found in previous surveys.
4.36 Overall, approaching two thirds (63%) of clients felt that the support they had received through PACE had met (41%) or exceeded (22%) their expectations. This again represents a decrease on the corresponding 2020 result (72%). There were no statistically significant differences by age, nor by gender. However, some similar patterns to the overall satisfaction measure were evident, with those who secured work more likely to say their expectations had been matched or exceeded than those who had not found work (65% and 47% respectively) and those who had received other PACE services in addition to the PACE presentation more likely to report matched or exceeded expectations than those who only received the presentation (77% and 32% respectively).
4.37 Around four in five (82%) clients said they would be likely to recommend PACE to other individuals at threat or in the process of redundancy, a decrease from 2020 levels (87%), but in line with 2018 (80%). Around half of clients (49%) said they were ‘very likely’ to recommend PACE services. Again, clients who only received the PACE presentation were less likely to recommend PACE compared to those who also accessed other services (64% and 91% respectively), demonstrating the importance of providing a wide range of services to clients.
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