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

• encouragement and support, especially when frustrations are experienced;
• periodic reviews and feeding in of new ideas.
414 Whilst these components are described in a positive way, most examples (as noted in
paragraph 412) were given the negative way round. Thus lack of coherence is
associated, for example, with advisers’ failure to listen or by referrals to inappropriate
services.
415 Coherence is achieved most often when clients have an on-going relationship with an
adviser, who understands their needs and acts as a sounding board and point of
referral. When such a relationship is in place, it does not matter whether the
components of the action plan are achieved through the adviser’s own service,
through other linked services, or through the client’s own development activity; in
practice, there is likely to be a mix of these elements.
416 Perceptions of coherence are influenced significantly by the different motivations of
individuals ( see paragraph 404 above):-
• those whose IAG is prescribed by others (e.g. on benefits) will be least likely to
feel any ownership of the process; for them, coherence is seen relatively
superficially. Factors appearing important are whether advisers listen and
empathise – and whether the outcome is as desired (most often finding a job);
• for those whose IAG comes as part of a package with which they feel reasonably
comfortable (e.g. as part of a course), coherence will be associated most with
relevance and helping them to achieve their goal. At the risk of labouring the
point, it should be stressed, however, that it will be the course which will have
been the original trigger for action, not the IAG;
• those accessing specialist IAG providers on their own initiative will have the most
marked ownership of the process. Key factors for them will be the extent to
which advisers are able to help them define personally relevant and achievable
goals, and the encouragement and support provided towards their delivery.
417 Other selected findings include the following:-
• often front-line advisers struggled also (i.e. as well as clients) to define the key
ingredients of coherence, other than supply-side factors, such as mechanisms
for efficient referrals;
• some clients (a minority) had difficulties with the model of an on-going
relationship with a single adviser. They felt providers’ ‘hung on’ to clients for
their own purposes (e.g. to provide evidence of high usage to funding bodies);
• Connexions is seen as more coherent than adult services, although younger
clients are unsure about transition at 19+. They often have little awareness of
adult services;
• in general, clients appreciated follow-up and after care, although this was far
from standard practice across all agencies. Subsequent contacts to check on
progress provided evidence of a caring service and promoted coherence.
SIGNPOSTING AND REFERRAL
418 The terms ‘signposting’ and ‘referral’ are used inconsistently. However, signposting
is used most often to describe situations in which clients are made aware of the
services of another adviser or provider at an early stage of the process – similar, in
practice, to information giving. Referral tends to be used when clients are directed
towards a different adviser or service to facilitate further progress, after an initial
exploration of the needs as presented.
419 More accurate signposting and referral would be achieved if entries in IAGP
directories were more detailed.
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