“The Covid-19 pandemic has undoubtedly accelerated the use of digital tools in the labour market and, in many ways, empowered some job-seekers to own their career decisions more, for example by being more involved in job search or decisions on their upskilling. On the other side, growing unemployment/underemployment and persistent lack of digital skills and access has pushed those that were already far from the labour market before the crisis further into low employability and the struggle with multiple barriers such as social and economic challenges, physical and mental health conditions, and impacts of long-term unemployment including lowered self-esteem.

Employment services all over the world face tough decisions on how to service their most vulnerable clients while their service infrastructure for face-to-face contacts is being dismantled in favour of more digital access. Hybrid models are a walkable path, but only if they are paired with client-focused case management and a clear nod towards digital skills training.

This masterclass presents and discusses successful approaches and recent adjustments of PES in the European Union in how to guarantee that none of their clients is left behind.”