A secondary analysis to develop a scale for measuring unemployed workers’ experiences of Australian employment services

Article type: Research Article

Authors: O’Halloran, David^{a; *} | Thomacos, Nikos^{a; 1} | Casey, Simone^{b; 2} | Farnworth, Louise^{a; 3}

Affiliations: [a] Department of Occupational Therapy, School of Primary and Allied Health Care, Monash University Peninsula Campus, Frankston, VIC, Australia | [b] Future Social Service Institute, RMIT University, Carlton, VIC, Australia

Correspondence: [*] Address for correspondence: David O’Halloran, Department of Occupational Therapy, School of Primary and Allied Health Care, Monash University Peninsula Campus, McMahons Road, Frankston, VIC 3199, Australia. Tel.: +61 4 0821 1944; E-mail: david.oh.ot@bigpond.com; ORCID: orcid.org/0000-0001-6447-0325.

Note: [1] ORCID: orcid.org/0000-0002-5467-7119

Note: [2] ORCID: orcid.org/0000-0003-1705-3777

Note: [3] ORCID: orcid.org/0000-0001-7740-4706

Abstract: BACKGROUND:Research consistently shows that Australian employment services are failing those they are intended to serve. Based on findings in other human service areas, a valid and reliable instrument to measure unemployed workers’ experiences may provide an opportunity for improvement in this sector. OBJECTIVE:To establish a basis for developing a suitable rating scale. METHODS:An exploratory factor analysis combined with qualitative cross check for face validity of an existing large survey of Australian unemployed workers. RESULTS:Six factors appear to be important elements of service delivery: (F1) useful and competent, (F2) client-centred, (F3) receptive to feedback, (F4) trustworthy, (F5) fair, and (F6) friendly. CONCLUSIONS:While each of these factors have been either described explicitly or referred to implicitly in previous studies, this study is the first to attempt to combine these factors and is a precursor to establishing a valid and reliable rating scale for use by unemployed workers in evaluating their employment service providers. At a time when Australia is exploring new approaches to employment services, such a scale using a robust set of factors may allow for the improvement of employment services and thus be held accountable to a significant stakeholder group whom they aim to serve –unemployed workers.

Keywords: Unemployment, rating scale, quality improvement, service delivery, exploratory factor analysis

DOI: 10.3233/WOR-205120

Journal: Work, vol. 70, no. 3, pp. 805-813, 2021