The changes in the pattern of work of public employment services (PES) in the European Union, in Bulgaria – Employment Agency (EA), in response to recent challenges to optimize operations and increase their efficiency, require the use of new approaches and tools for impact not only on target groups, but also on the employees of the PES. The development of human resources is seen as a major task in the overall strategy for the future. The study was instigated namely by this need to develop programmes based on competences and oriented to learners to ensure the acquisition of knowledge and skills. Emphasis is placed on achieving the desired performance in the implementation of the activities in the Agency.
Improvement of the effectiveness of work in public employment services through introductory and development trainings