Project optimising caseworker meetings in PES

When someone becomes unemployed or faces the prospect of unemployment, the first step is often to register with a regional job centre (public employment services or PES), where they will be assigned a caseworker. Following an in-depth initial consultation, meetings are then held at a regularly basis. In Switzerland, more than 120 regional PES centres conduct over 1.5 million meetings between caseworkers and job seekers of this kind every year.

Caseworker meetings play a key role in active labour-market policy. Depending on their standard and frequency, they can help focus job seekers’efforts and keep motivation levels high. Caseworkers advise them first on rules and regulations, while later testing whether they meet the specified job-search requirements (eligibility criteria). In Switzerland, further measures such as training courses or internships can be taken in these meetings.

A research project was initiated and conducted by the State Secretariat for Economic Affairs (SECO) to systematically find ways to improve the quality of caseworker meetings at regional employment centres (RAVs).

The project on optimization of the RAV was initiated by the unemployment insurance compensation office, which is part of the State Secretariat for Economic Affairs (SECO). It was developed with the participating cantonal authorities.

The project consists of two field tests to improve and develop advisory practice: one on the quality of the advisory meetings, and the other on the frequency of such meetings. The sub-project on quality was launched in May 2021 and was completed in autumn 2025 with an evaluation report (PDF, 3 MB, 13.11.2025). The sub-project on frequency started in April 2022 and the results of the evaluation are expected by the end of 2027.

The field test on the quality of caseworker meetings aimed to improve the advisory service offered by RAVs through a training programme for caseworkers with individual behavioural coaching and support from managers. Previous research points to three success factors that help jobseekers back to work: offering a clear roadmap, providing empathic support and bringing the right resources into play.

The training timetable was selected at random. A scientific assessment examined the extent to which training improves the advisory sessions, with the knock-on effect in terms of rapid and lasting reintegration. A survey of jobseekers was also conducted as part of the assessment. In addition, video recordings from caseworker meetings were used for training sessions. Learn more about data protection below.

The project involved regional employment centres from the cantons of Basel-Stadt, Fribourg, Geneva, Graubünden, Schaffhausen, St Gallen, Thurgau, Vaud and Valais.

The evaluation results show that the training has no significant effect on rapid and lasting reintegration. However, the results provide valuable information about potential mechanisms of action in advisory services, and aspects that should be taken into account in the training of caseworkers.

The evaluation report can be downloaded here (in German and French):

Schlussbericht:
Optimierung RAV Beratung: Teilprojekt Beratungsqualität (PDF, 3 MB, 13.11.2025)

Rapport final:
Optimisation du conseil ORP: projet partiel Qualité du conseil (PDF, 9 MB, 13.11.2025)

Abstract in German, French and Italian:
Optimierung RAV Beratung: Teilprojekt Beratungsqualität (PDF, 305 kB, 13.11.2025)

The second field test provides regional PES centres with additional resources to roughly double the number of caseworker meetings for a (randomly) selected group of job seekers. The intention is to give caseworkers time and space to develop their ability to provide individual and development-oriented support to job seekers. The additional meetings are not used to monitor job search requirements.

The project is closely followed and evaluated by a team of independent researchers. They examine the extent to which these resources contribute to supporting rapid and durable reintegration. As part of the evaluation, both job seekers and caseworkers will receive repeated questionnaires and the video recordings of the case worker meetings will be analysed. Learn more about data protection below.

Regional PES centres from the cantons of Basel-Land, Bern, Lucerne, Obwalden and Nidwalden, Solothurn and Zurich are participating in the project.

As part of the project ‘Optimising caseworker meetings in PES’ and the incentive programme ‘Jobseekers aged 50+’, the Freiburg Institute developed two products on advisory methods.

The first, the methods handbook, summarises a wealth of interesting methods that can be used by caseworkers in a targeted way in their day-to-day advisory work.
Methods handbook (PDF, 1 MB, 12.08.2024) (in German)

The second product is an e-manual focusing on counselling jobseekers aged 50 or over. This e-manual, which contains many suggested ways of developing advisory services, was developed as part of the incentive programme and enables caseworkers to reflect on their own counselling practices.
E-manual (PDF, 2 MB, 19.08.2024) (in German)

Both products are available in German and French.

The project aims to improve and enhance the meetings between caseworkers and job seekers. Issues relating to data protection arise in two situations, each of which is subject to separate regulations:

• Regulations (PDF, 661 kB, 10.05.2021) on the handling of video recordings from the meetings
  Please note that no hidden video recordings are made. Before any video recording, written consent must be obtained from the job seeker and the caseworker. This consent is voluntary and can be withdrawn at any time, without any consequences.
  
  
• Regulations (PDF, 545 kB, 04.03.2020) on the handling of survey data (available in German)