More time for Reed's employability specialists to support job seekers into work

Employment advisers are motivated by helping people overcome barriers and move into work. But delivering that support also requires detailed documentation. 

Every appointment needs case notes, systems must be updated, and actions need to be evidenced to meet programme and compliance requirements. 

For many advisers, these administrative tasks can take up to half of the working day. 

Reed in Partnership wanted to reduce this administrative burden and give their employment advisers more time to support participants, so they piloted Notes.

The challenge

Balancing participant support with documentation 

During appointments, advisers needed to capture detailed notes while also listening to participants and guiding the conversation. 

After each meeting, those notes then had to be reviewed, structured and entered into programme systems to meet compliance requirements. This meant advisers were spending significant time both during and after appointments on documentation.

As a result, less time was available for the hands-on support that helps participants move closer to employment, such as refining CVs, practising interview techniques, or working through individual barriers to work.

The approach

In September 2024, Reed in Partnership began a pilot of Notes within the delivery of the DWP’s Work and Health Programme, commissioned by the South London Partnership. 

Over a 2-month pilot, a pilot group of employment advisers used Notes to record participant appointments, generate structured summaries and complete case records.

The impact 

Time savings

Advisers reduced the time spent writing notes after appointments by 64%.

Instead of manually writing up conversations from memory, advisers had a structured summary ready immediately after each session, allowing notes to be reviewed and finalised quickly. 

As one team member shared:

“It saved me a lot of time and helped me write detailed notes for appointments. It was great for setting actions for participant and adviser alike.”

80% also said Notes saved time on other administrative tasks, including CVs, cover letters and good news stories. This meant advisers had more time to focus on supporting participants with practical next steps.

“I have been able to focus more on completing CVs and working on things with participants. As I took less time for admin, I could spend it on other work I had.”

More focused conversations

With less pressure to document conversations in real time, advisers were able to focus more fully on their conversations with participants.

80% reported being able to concentrate more on the conversation itself, helping them better understand participants’ barriers and support needs.

One adviser said:

“Using Notes has enabled me to have more of an emotional connection with the customer as I can put my full focus into supporting them with their specific barrier.”

100% of advisers want to keep using Notes 

Give your team the tools they’re asking for. Book a demo to see what it could look like in your organisation.