Overview of the role

Helping people to address and overcome obstacles to secure employment.

Details of standard

Occupation summary

This occupation is found in small, medium or large organisations which sit within any of the public, private or charitable sectors. These organisations will deliver employability support through local and national contracts across different public services such as back to work programmes, careers advice and guidance, housing, probation, health, social care, apprenticeships and skills development.

The broad purpose of the occupation is to work with individuals (service users) who are distanced furthest from the labour market, helping them to address and overcome obstacles to securing suitable and sustainable employment.  Employability Practitioners may specialise in working with a specific group of service users and will devise strategies to address and overcome the multiple and complex barriers to employment, and to improve their employability prospects, with the end goal being to find employment or to progress in work if they are already employed. This requires a broad appreciation of the types of public services, community offerings and funding streams available and an understanding of how these fit together so that they can put in place a bespoke plan of support that takes a holistic approach to the whole service user. Employability practitioners will be aware of the growing green economy with the UK Government’s commitment to moving to net zero carbon emissions by 2050 and the impact this has for current and future employability needs.

In their daily work, an employee in this occupation interacts with service users. This can include individuals who have or may have one or more of the following; mental health conditions, physical health conditions, disabilities, generational unemployment, social barriers e.g. lone parenting, addiction or substance misuse, low levels of education/attainment, language barriers i.e. English is not their first language, financial difficulties, ex-forces, ex-offenders, youth unemployment barriers etc. This list is not exhaustive. Employability Practitioners are responsible for safeguarding their services users from abuse and neglect as well as adherence to the Government’s PREVENT strategy which aims to protect vulnerable people from radicalisation and/or extremism. They will also interact with their colleagues, employers who are providing employment to service users, recruitment companies, public services, other community and support organisations that the service user is accessing and other key stakeholders.  They will sit within a team of other Employability Practitioners who all report into a Team Manager and will usually work normal working hours however there may be times when they have to work evenings and weekends if any of their service users are employed and need to be contacted outside of these times.

An employee in this occupation will be responsible for supporting a caseload of the hardest to help individuals to change behaviours and develop knowledge and skills to improve their employability. All interactions and interventions that the employee has with service users will be recorded and regularly updated on the relevant in-house company computer systems. They will also be responsible for undertaking practitioner development and supporting colleagues through coaching and mentoring. The role will involve gathering data and information through research to make recommendations and inform service delivery through evidence-based improvements. They will also liaise with employers, advocating on a servicer user’s behalf, to find the right opportunity, based on their wants, needs and aspirational employment/career goals. They will be responsible for developing relationships with external stakeholders and to identify business development opportunities for the benefit of the local community and generating referrals of service users. An Employability Practitioner can be based in an office where the service users travel to meet them or equally they can be field based and will meet with service users out in the community in agreed locations.

Typical job titles include:

Advanced practitioners and key workers Career or employment coordinators Careers advisors Case managers Case workers Coaches or consultants Community support advisors Employability tutors Employment advisors Employment coach Employment consultant Housing officers Iag advisors Job coaches Lead iag advisors Lead or senior employment advisors Personal advisors Senior or lead job coaches or careers advisors Senior student support workers Student support workers Training advisors

Occupation duties

Duty KSBs

Duty 1 Manage their caseload of challenging and complex cases.


S9 S20 S22

B4 B5 B6 B7

Duty 2 Conduct holistic initial assessments, action plans, job search, job brokerage and other interventions with service users, either face-to-face or remotely, on an individual or group basis, and record them. Evaluate the effectiveness of service user interventions and make improvements where relevant.

K1 K2 K3 K16

S1 S2 S3 S4 S6 S21

B1 B2 B3 B8 B9 B10

Duty 3 Provide information, advice and guidance on employability, careers and local labour market information to service users, employers and colleagues. This may include opportunities to service the green economy in the local labour market.


S16 S17 S18 S19


Duty 4 Signpost services to relevant third-party provision, taking a multi-agency (e.g. mental health services, probation service, police, social care services, health care services, local authorities etc.) and integrated services approach.

K4 K11

S5 S13 S14

B3 B4 B5 B9 B10 B11

Duty 5 Use non-clinical behavioural change techniques with service users.

K9 K10

S10 S11 S23

B2 B3 B5 B6 B7 B8

Duty 6 Coach and mentor both service users and colleagues to support their development.



B2 B3 B5 B6 B7 B8

Duty 7 Provide appropriate in work support to the service user which can then support them to stay and progress in employment.



B4 B5 B6 B7 B8 B9

Duty 8 Identify internal and external networking opportunities for partnership building and establishing working relationships with key stakeholders.

K11 K13


B3 B5 B10 B11

Duty 9 Manage challenging and complicated situations within own level of authority and make recommendations to enable and deliver change to improve service delivery.


S6 S8 S11

B1 B2 B3 B5 B6 B9 B10

Duty 10 Participate in practice development sessions, self-reflection, caseload reviews and observations to support own and others’ development via peer to peer support.

K12 K18


B2 B3 B4 B6 B7 B8 B10

Duty 11 Proactively gather service user feedback, critically analyse it, evaluate the meaning / implications and act upon it. Make recommendations to inform service delivery.


S6 S17 S19 S21

B4 B5 B9 B10

Duty 12 Be responsible for and maintain own continuing professional and personal development, particularly within own specialism such as the labour market needs of the green economy and the move to net zero carbon emissions by 2050.

K12 K18

S15 S23

B2 B3 B4 B6 B7 B8 B10

Duty 13 Adhere to and apply safeguarding and PREVENT policies, procedures and best practice.


S8 S22

B1 B3 B6 B7 B8 B9

Duty 14 Understand the employability industry including professional standards, welfare benefits, funding systems and key stakeholders.

K4 K11 K13

S12 S13 S14

B3 B11

Duty 15 Adhere to, and support others to adhere to, relevant legislation and company vision, mission, values, policies and procedures.

K14 K19

S19 S22


Duty 16 Promote equality of opportunity, embrace diversity and inclusion.


S6 S19

B3 B5 B6 B7 B8

Duty 17 Meet minimum service levels and adhere to contractual requirements and support others to do so as well.



B1 B4 B6 B8 B9 B10 B11



K1: Holistic Assessments & Diagnostics - How to use a wide range of holistic assessments and diagnostics that take into consideration the whole person, not just employability related factors. For example, physical health, mental well-being and external factors such as housing, financial situations, family etc. Back to Duty

K2: Holistic Action Plans & Reviews - How to develop and use SMART, holistic and in-depth work-focused action plans that are user-led and agreed with representatives from other agencies and which considers the specific needs of different groups (e.g. those with physical disabilities and those with mental, learning, emotional and behavioural challenges, including autism and dyslexia). How to conduct regular reviews. Back to Duty

K3: Job Search & Other Interventions - How to deliver a wide range of interventions (either face-to-face or remotely) that are tailored to consider the specific needs of individual service users and different groups (e.g. those with physical disabilities and those with mental, learning, emotional and behavioural challenges, including autism and dyslexia). Not just employability related interventions but those that impact on health and well-being etc. Different methods of evaluating interventions for continuous improvement. Back to Duty

K4: Integrated Services - Multi-agency (e.g. mental health services, probation services, police, social care services, health care services, local authorities etc.) approaches to service delivery where local third-party provision is integrated with other services and knowledge of outreach, mobile and flexible working practices. Facilitate “service user focused” meetings with external multi-agency caseworkers, utilising all available sources of support to help assist service users move into work, ensuring synergy and non-duplication of other agency work. Back to Duty

K5: Customer Service - How to deal with complaints, Different methods of gathering service user feedback, approaches to evaluate it, critically analyse it and use it for service delivery improvements. Back to Duty

K6: Coaching & Mentoring - A wide range of coaching and mentoring techniques for use with service users and colleagues. The differences between coaching and mentoring and knowing when to coach and when to mentor. Methods of reviewing and improving coaching and mentoring practice. Back to Duty

K7: Supported Employment - In work support, supported employment models, individual placement and support models. Other models that support those with complex needs to stay in work. How to manage the employer relationship to provide supported employment. Back to Duty

K8: Challenging & Complex Caseloads - How to manage caseloads effectively. Knowledge of caseload management techniques and time management techniques. Obstacles and factors that affect caseload management and how to deal with complex and challenging cases. Back to Duty

K9: Non-Clinical Behavioural Change - Different types of non-clinical behavioural change techniques. Back to Duty

K10: Challenging Situations - A wide range of managing challenging behaviour techniques, change management techniques, when to use them and company referral/escalation processes. Back to Duty

K11: Employability Industry - Funding systems, welfare benefits and professional boundaries.The different types of public services, community offerings and funding streams available and an understanding of how these fit together so that they can put in place a bespoke plan of support that takes a holistic approach to the whole service user. Back to Duty

K12: Practice Development - Participate in practice development sessions, caseload reviews and observations to support the development of themselves and others. Back to Duty

K13: Careers, Employability & Labour Market Information - Career choice theories and concepts, how to use these to provide advice and guidance, an understanding of employers and how to work with them, advocating on the behalf of individual service users to broker suitable employment based on their individual circumstances and considering any reasonable adjustments that might need to be made, how to analyse and interpret labour market information for service delivery improvement. This may include the impact of a move to net carbon zero emission economy by 2050 on the local labour market. Back to Duty

K14: Legislation & Company Vision, Mission, Values - Industry relevant legislation and company’s own vision, mission and values, how to adhere to these and how they inform service delivery. Back to Duty

K15: Minimum Service Levels & Contractual Requirements - Current contractual requirements and minimum service levels, how to meet them, how to highlight and address issues with service level requirements. Back to Duty

K16: IT Systems & Record Keeping - How to use IT Systems for management of information to inform service delivery and how to conduct routine compliance checks of records. Back to Duty

K17: Safeguarding - The context for legal and policy frameworks, family and environmental context and how to deal with safeguarding and PREVENT concerns and knowing when to escalate. Knows and understands the government’s Prevent strategy. Back to Duty

K18: Continuing Professional Development (CPD) - The importance of effective management of own and others’ CPD. Back to Duty

K19: Equality, Diversity & Inclusion - Equality, diversity and inclusion, what they are, how to embed them within daily practice. Back to Duty


S1: Holistic Assessments & Diagnostics - Use holistic assessment and diagnostic skills to identify servicer user employability, career goals and aspirations and health and well-being barriers. Assess service users’ strengths and obstacles to building healthier lives through returning to work. Back to Duty

S2: Interviewing & Effective Questioning - Apply effective interviewing and questioning techniques to identify servicer user employability, career goals and aspirations and potential barriers to these Back to Duty

S3: Attention to detail & Record Keeping- Conduct routine compliance checks of service user records for own caseload and others, identifying areas for improvement and making recommendations. Back to Duty

S4: Design & Deliver Interventions - Utilise evidence-based solutions to design and deliver employability, health and wellbeing related programmes, services and interventions to service users which considers the specific needs of different groups (e.g. those with physical disabilities and those with mental, learning, emotional and behavioural challenges, including autism and dyslexia). These can be either on a one-to-one basis (face-to-face or remotely) or in groups at a central office or out in the community. Back to Duty

S5: Flexible Working - Where required, work flexibly across different locations by undertaking outreach work to make services accessible for service users or even co-locating with other community services. Where required, work flexibly outside of normal office working hours as there may be times when they have to work evenings and weekends if any of their service users are employed and need to be contacted and provided with support outside of these times Back to Duty

S6: Communication - Communicate to a high standard, both verbally and written, using a wide variety of different methods and adapting for different audiences, evaluating the effectiveness for continuous improvement. Back to Duty

S7: Coaching & Mentoring - Coach and mentor service users and colleagues and actively improve coaching and mentoring skills for themselves and others. Back to Duty

S8: Problem Solving & Risk/Crisis Management - Uses advanced problem solving, and negotiation skills to establish win-win situations with service users where possible. Identifying when they might potentially fall out of work and rapidly respond to minimise the risk. Address safeguarding and PREVENT concerns maturely, dealing with service users when they present in crisis, minimising risks/crises in the future through pastoral support and effective risk assessment. Back to Duty

S9: Managing Complex Caseloads - Application of specialist knowledge to deal with particular complex and challenging cases. Back to Duty

S10: Behaviour Management - Anticipate and de-escalate challenging behaviour in service users, managing challenging behaviour as it presents itself using relevant non-clinical behaviour change tools and techniques. Back to Duty

S11: Change Management - Manage change effectively with the on-boarding/off-boarding of contracts and services Back to Duty

S12: Business Development - Identify, seek out and establish business development and commercial opportunities for the organisation including new referral streams. This may include the impact of a move to net carbon zero emission economy by 2050 on the local labour market. Back to Duty

S13: Networking - Network with internal and external customers and key stakeholders to build relationships and identify business opportunities. Back to Duty

S14: Stakeholder Management & Engagement - Build and maintain strong working relationships with key stakeholders to support service delivery by taking a multi-agency and integrated services approach. Back to Duty

S15: Giving Feedback - Give constructive and timely feedback to service users and colleagues. Back to Duty

S16: Evaluation & Critical Analysis - Evaluates and analyses programmes, services and interventions, using data to make recommendations for improvements and to inform service delivery. Back to Duty

S17: Research Skills - Gather labour market, employability and careers information, analyse it, spot trends and patterns, draw conclusions to inform information, advice and guidance given to service users and employers. Research skills are used to further specialism knowledge and experience, as well as to support service design and delivery. This may include the impact of a move to net carbon zero emission economy by 2050 on the local labour market. Back to Duty

S18: Deliver Information, Advice & Guidance - Apply employability, careers and labour market knowledge to deliver high quality information, advice and guidance that is tailored to the needs of the service users and key stakeholders. Back to Duty

S19: Service Delivery - Adheres to company vision, mission and values, embedding them in all service delivery. Back to Duty

S20: Performance Management - Independently manage own performance to meet and exceed minimum service levels, contractual requirements and service level agreements. Back to Duty

S21: ICT & Digital Skills - ICT skills are used for record keeping and digital skills are used to support service users with finding employment through social media and the internet. Back to Duty

S22: Assertiveness - Assertively directs and challenges service users to reach their potential. Will also be used when dealing with key stakeholders. Back to Duty

S23: Manage CPD - Manage your own and support the professional development of others. Promote best practice through learning opportunities as they arise. Back to Duty


B1: Pro-Active & Efficient - Gets own job done and where relevant gets tasks done through others, always achieving high standard results, taking a pro-active approach to all work areas. Back to Duty

B2: Positive - Has a 'can do' attitude, is enthusiastic and can inspire service users and colleagues. Back to Duty

B3: Professional - Demonstrates a genuine commitment to the personal, health & well-being and occupational success of individual service users by meeting industry standards. Back to Duty

B4: Target Driven - Ambitious and determined to succeed, finding better ways of achieving business objectives even in the light of sustained pressure. Back to Duty

B5: Flexible & Adaptable - Adapting to changing circumstances and implementing change effectively. Back to Duty

B6: Resilient - Has the capacity to respond to and recover from difficulties. Back to Duty

B7: Emotional Intelligence - Recognises, understands and manages own emotions and recognises, understands and be proactive in influencing the emotions of others. Can handle interpersonal relationships establishing trust and rapport effectively. Back to Duty

B8: Supportive - Provide encouragement and emotional help and support appropriately and where needed to service users and colleagues. Back to Duty

B9: Analytical - Seeks and interprets information from a variety of sources, comparing and contrasting to identify key issues and make sound decisions. Back to Duty

B10: Innovative & Creative - Quickly appreciates diverse and complex information, using it to challenge current methods and generate innovative ideas and solutions to improve business performance and act upon potential business opportunities. Back to Duty

B11: Commercially Aware - Understands the business, its strategy, goals and priorities as well as the business environment. Back to Duty


English and Maths

Apprentices without level 2 English and maths will need to achieve this level prior to taking the End-Point Assessment. For those with an education, health and care plan or a legacy statement, the apprenticeship’s English and maths minimum requirement is Entry Level 3. A British Sign Language (BSL) qualification is an alternative to the English qualification for those whose primary language is BSL.

Professional recognition

This standard aligns with the following professional recognition:

  • Institute of Employability Professionals for Associate or Member

Additional details

Occupational Level:


Duration (months):



this apprenticeship will be reviewed in accordance with our change request policy.

Status: Approved for delivery
Level: 4
Reference: ST0663
Version: 1.0
Date updated: 31/05/2022
Approved for delivery: 18 February 2019
Route: Business and administration
Typical duration to gateway: 24 months (this does not include EPA period)
Maximum funding: £6000
LARS Code: 415
EQA Provider: Ofqual
Employers involved in creating the standard: Seetec Group, Reed in Partnership, APM, Orbit, The Salvation Army, Ingeus, Career Connect, Working Links, PeoplePlus, MAXIMUS People Services/Remploy Ltd, Serco, Belina, G4S - Employment Support Services, London Borough of Tower Hamlets, RBLI, Jobskilla, Clarion Futures, Education Development Trust, Papworth Trust, Intraining/Rathbone

Version log

Version Change detail Earliest start date Latest start date Latest end date
1.0 Approved for delivery 18/02/2019 Not set Not set

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