Many clients can manage their own problem if they can find the correct information, so not all clients need to see an adviser.
Unless the client has just come in to get simple directions, it is good practice to always offer an advice interview. However, if they express a clear preference just to be given information, and your agency has access to what they need, then you should aim to respond to their request.
Your supervisor should give you more specific guidance about what information sources you can use with clients and when you should not just give information.
Information falls into three main categories:
Some clients come to find out if your agency can help with their problem, without expecting to see someone that day. You can explain:
You will find it helpful (and save time) if you have a leaflet with information about your agency’s services to give to clients.
Giving clients information about other agencies is called signposting.
Giving the address is sometimes not enough. Clients may need:
Some clients just need some information about their problem and do not need to see an adviser. You should check with your supervisor if you are unsure about giving information.
Be careful!
Some enquiries need more than information: they need a trained adviser to find out if the client is in a vulnerable situation. You may not have access to appropriate information about the client’s enquiry. There may also be a danger that you will be drawn into interpreting information and being asked for advice.
If any of these situations arise, you should refuse, saying something like:
“I am sorry, I do not have access to the information you want/the knowledge to give you advice, you need to see a qualified adviser.”
You have two main sources of information to give to clients:
Leaflets
You can give clients a leaflet, some of which are kept in the waiting area and others in the general office.
Internet
You should ask the client if they have access to the internet and, if so, give them the web address for your agency or trusted public information websites.
It is good practice to invite the client to get back in touch to talk to an adviser if they feel the information doesn’t answer their enquiry.
When you have given a client information, depending on your agency’s policy, you should then ask for their name, explaining that if they need to return to your agency the adviser will know that they have already had some information about their problem.
You should immediately write these details down (your agency may have a form for doing this). Then transfer the details to your agency’s client recording system as appropriate.
