Experiences, needs and expectations of welfare benefits recipients regarding the welfare to work services and their caseworker - preliminary results from a mixed methods study.

EM Oude Geerdink, RA Sewdas, HMA van Kempen, Jaap van Weeghel, JR Anema, MA Huijsmans

Research output: Contribution to conferencePosterAcademic


Introduction: This study explored experiences, needs and expectations of welfare benefits recipients from a large municipality in the Netherlands, regarding their caseworker and the welfare to work (WTW) services. Preliminary results are presented, final and more extensive results will be published in a peer reviewed journal.

Material and Methods: We used quantitative data from a client satisfaction survey that was held between July and December 2019 and filled in by 213 people who had received WTW services (response rate 15,6%). General satisfaction rate and agreement with 31 statements were assessed. Four group interviews with a total of 15 people receiving WTW services were conducted using a semi-structured interview guide. Verbatim transcripts were analysed using the principles of thematic analysis.

Results: The survey showed that the majority of clients is reasonably satisfied with the WTW services. The qualitative data showed positive and negative experiences of clients. Most clients described the relationship with their caseworker as hierarchic and expressed the need for a collaborative and trusting relationship. Clients want to work together with their caseworker and do not want to be pushed or forced to accept any job.

Conclusions: Our findings illustrate there is room for improvement in the WTW services. It is likely that WTW services that match the needs and expectations of welfare benefits recipients are more effective in terms of clients finding and keeping a job and thus no longer being dependent on welfare benefits.
Original languageEnglish
Publication statusPublished - 2022

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