Client needs for coherent information, advice and guidance services ...

IV:
KEY FINDINGS BY THEME
INTRODUCTION
401 This chapter presents the headline findings in a summary format. The material is
presented by theme (e.g. referral), rather than by key player (e.g. front-line adviser).
The data on which this summary is based is set out in greater depth in Chapters V
(clients) and VI (providers).
402 The following structure is adopted:-
• segmentation of clients by motivation;
• awareness and understanding of IAG;
• coherence;
• signposting and referral;
• links between providers;
• barriers and gaps;
• comment on specific topics;
• recommendations to the National IAG Board.
SEGMENTATION OF CLIENTS BY PERCEIVED MOTIVATION
403 It was recognised from the outset that client motivation and prior expectations of
IAG services would have a significant impact on subsequent perceptions of IAG
coherence. Our analysis of the sample as a whole suggested that there are two main
groups of clients, when segmented by motivation (as opposed to other contextual
factors).
404 These two groups can be distinguished, as follows:-
• clients who were receiving IAG as part of an integrated package (e.g. a
programme of learning or training). This group can be subdivided further into:
- those who are participating in learning or training as a requirement of a
benefit claim
- clients who have taken up learning or training for non-benefit related reasons;
• clients who were accessing specialist IAG services direct (e.g. one-stop shop
users, users of student careers services), specifically in order to obtain IAG on
learning and work.
405 Clients receiving IAG as a consequence of participating in learning or training are
motivated chiefly by the desire to gain skills and/or to continue to receive benefit;
the latter group includes many Jobcentre Plus clients. The key point is that IAG is
brought to them (e.g. in response to a course enquiry, as an input to a tutorial or as
an integrated element of the learning programme) at the instigation of an external
agent. Furthermore, these individuals may not have identified a personal need for
IAG, prior to receiving these services.
406 By way of contrast, clients accessing specialist IAG services direct are motivated by
an identified need for IAG support. They are themselves proactive in seeking
services to address those needs.
407 There are, of course, some clients who could be deemed to fall into both groups.
Examples would include:-
• an individual on New Deal who is also accessing job seeking support from a onestop-shop;
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