Practitioners' guides on employment service centres: Providing effective counselling services (Volume 3)

The Practitioners’ guides on employment service centres are a collection of resource manuals on public employment services delivery, focusing specifically on the practical operations of employment service centres and the delivery of employer and counselling services. Volume 3 is the second of three procedural manuals on employment services which, when used together, are intended to guide management and staff in delivering effective and efficient assistance to jobseeker clients. It aims to assist employment service staff to develop a clear understanding of: a. the elements and flow of employment service functions; b. interviewing and counselling techniques; and c. factors to consider when providing counselling services to clients.

The Guides are a collection of resource manuals on public employment services delivery. There are four volumes in this collection. Training of trainers on operations, counselling, and employer services (Volume 1) is a companion to the three other procedural manuals on employment services: Operating employment service centres (Volume 2); Providing effective counselling services (Volume 3); and Providing effective employer services (Volume 4).

Providing effective counselling services (Volume 3) is intended to be used as an ongoing resource guide by the managers and staff of ESC as they execute their mandate to provide fair and accessible employment services to all jobseekers and enterprises who seek their assistance. It can also be used as a self-help instruction guide for new staff as they become oriented in their new job. While much of the information contained in this guide will be universally applicable for ESC operations, some sections may require some customization in order to accurately reflect procedures within individual countries. This adaptation would most appropriately occur at the national level in each country.

The overall responsibility for maintaining this manual should rest at the national headquarters level within the appropriate department of a ministry providing oversight and technical guidance in the area of skills development and employment services.

It is recommended that this manual, as well as the other procedural manuals on employment services in this collection, be published in a format that makes it possible to add or delete sections of the guide without the need to reproduce the full document. Producing the guide in a loose-leaf binder format would be an ideal way to ensure maximum flexibility.