What is the role of Pole Emploi? Crossed representations among job seekers and careers advisers: Between requests for help and types of support provision

Introduction. - Since 2008, Pole Emploi (PE), the French government agency responsible for handling unemployment matters and unemployment benefits, has undergone a major restructuring, influencing the work of careers advisers (CA) and the support and follow-up services provided to job seekers (JS). This study examines the representations of PE and support among both CAs and JSs. Objectives. - The aim of the study is to contribute to a reflection on CA training. Method. - In the first study, 84 CAs and 125 JSs responded to a questionnaire using a word association task (WAT). In the second study, interviews were conducted with 22 CAs and 19 JSs. The data were analyzed based on a lexicometric analysis supplemented by discourse analysis. Results. - The core of advisers' representation was found to include support and JS autonomy with the aim of helping JSs to return to work, while JSs' representations appear to be centered around employment - specifically, appropriate job offers. In addition, when CAs referred to support, they tended to locate JSs in an asymmetrical relationship in which CAs lead the interaction while JSs remain passive. Conclusion. - The gap between the two sets of representations, together with the position implicitly adopted by CAs, has significant implications for the provision of support. This point is the subject of the discussion. (C) 2020 Published by Elsevier Masson SAS on behalf of Societe Francaise de Psychologie.