Welfare reform, increased conditionality and discretion: Jobcentre Plus advisers' experiences of targets and sanctions

This article presents empirical findings from part of a larger study on welfare reform conducted between 2007 and 2009. Semi-structured in-depth interviews occurred with eight Incapacity Benefit personal advisers, and Work Focused Interviews conducted by advisers with Incapacity Benefit claimants were observed. Two areas of advisers' experience will be discussed. First, how advisers were subjected to the need to comply with directives, and how their performance was monitored via targets. Second, the article will examine advisers' attitudes and behaviours towards sanctions, which were primarily used against those who did not attend compulsory Work Focused Interviews (DWP, 2002).