| The problem | What needs to change? | that resourses are needed? | What help from national networks? | What is beyond the agency’s control? |
| Long waiting times & limited opening hours | Gateway triage system & extend opening hours | More staff time invested in reception | Single national advice telephone line | External demand for services |
| Clients can’t get through on the phone | Increase telephone advice capacity & system for call handlng | Planning & staff training & skills development | Training provision | Commissioning strategies (eg CLACs) & national policies |
| Demand exceeds capacity | More advisers; continuity within advice teams | Funding for expansion | Co-ordinated support on funding applications | Funding cuts & policies/availability of funds |
| Unsuitable premises | Funds for suitable premises | Time to make funding bids | Demonstrate value of advice | |
| Clients don’t understand what the agency does/make inappropriate demands | Clear statement of the purpose of the agency & services provided | Free or low-cost interpreters | Self-help info sheets for clients | Behaviour & life style of clients |
| Clients don’t attend appointments | More appointments | Remote access for advisers – ability to work from home | Lobbying for funds for advice services | Clients attending for their appointments |
| Advisers lack essential skills & knowledge | Training & supervision for advisers | Technical support & training | Good practice models | Advisers hostile to change |
| Lack of specialist advice in some categories | More specialist advisers esp. to deal with emergencies | Better IT support | IT support & software programmes | Money for IT solutions |
| Difficulties in referring | Better referral arrangements & collaboration between agencies | Time to develop referral networks | Lobby for appropriate commissioning models | Other services |
