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

users of one-stop-shops and other specialist IAG providers, particularly amongst
clients who are in employment or who are unemployed but not claiming benefit.
514 The frequency with which these different factors had triggered clients’ use of IAG
services varied by both client target groups and provider type. While it is clear that
signposting by a wide range of agencies had enabled many clients to find their way
to appropriate IAG services, clients often said they would have accessed services
earlier, if they had been aware of them.
Expectations of service
515 When first approaching IAG services, few adults have either a clear understanding of
the range of services on offer, or well-formed expectations of how the service may be
able to help them. This appears to be equally true whether the individual has been
referred to the service or has stumbled upon the service by chance.
516 Signposting and referral is often made in relation to a specific service (e.g. CV
preparation) but, prior to engaging with a provider, clients often remain unaware of
the wider service on offer. Clients who self-refer often do so in response to a
recognised need for help, although without clear expectations of what form that help
might take.
517 The situation tends to be different amongst Jobcentre Plus clients. Some of this
group had prior experience of New Deal training or other contracted provision and
were, therefore, clear about what to expect following referral; others had been briefed
by their New Deal adviser. However, while expectations of the nature (e.g. job search
skills) and purpose (i.e. to get a job) of services tended to be clear amongst this
group, few clients gave any indication that they really understood what it was they
needed or were getting from IAG provision.
518 Turning to young people, most of those in our sample demonstrated an
understanding of the service offered by Connexions and a recognition of at least
some of the ways in which it might help them in relation to career-related and other
issues. Even where contact with the service had been limited, most young people
appeared to recognise that Connexions is the main point of contact for support.
519 There remains, however, some confusion about the way in which Connexions
operates for those who have left statutory education. Only those services delivered
from premises clearly branded with the Connexions logo are associated with that
service; thus, for example, college students were often not aware of the distinction
between college-led IAG provision and services delivered on college premises by
Connexions personal advisers.
520 Young people with learning difficulties/disabilities tended also to be clear about the
IAG services being offered to them. However, as the majority of IAG services for this
group are delivered on an integrated basis as part of a training or learning
programme (whether in-house or by a visiting Connexions personal adviser), IAG is
rarely perceived as a separate service.
Awareness of alternative sources of IAG
521 Once engaged with a provider, the majority of clients quickly become familiar with
the range of services and resources offered by that provider. However, knowledge
and understanding of the wider network of IAG services and providers appeared to
remain fairly limited.
522 Connexions clients often suggested tutors at training providers or colleges as an
alternative source of support, while young people contacted via colleges and training
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