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

providers demonstrated a high level of awareness of Connexions. Many of the young
people contacted via Connexions also mentioned a number of other agencies (e.g.
concerned with housing or benefits advice), with which they had been in contact
independently, or with the support of a personal adviser.
523 However, when young people were asked where they would go for help in relation to
work or learning when the Connexions service was no longer open to them, the
majority were only able to name the Jobcentre. A large number suggested they
would return to Connexions or their training provider as a first point of call. Like
adults, few young people have any concept of a generally available adult IAG service.
524 When asked initially about sources of IAG other than their current provider, the
response from the majority of adult clients was “this is the only place I know where
you can get this type of help”. Again, the pattern was slightly different amongst
Jobcentre clients, many of whom were aware that their current provider was one of a
number of training providers that are contracted to Jobcentre Plus to deliver similar
services. However, few spontaneously named other potential providers.
525 However, this point was explored further in focus groups and interviews. When
prompted to think more deeply, several adult clients were able to suggest alternative
sources of IAG, some of which they had used in the past. The suggestions varied
between individuals and from group to group, and were as likely to include services
that are not related to learning and work (e.g. Citizen’s Advice Bureau or council
services), as they were to focus on alternative IAG specialists. However, a few clients
were able to identify providers that are part of the wider IAG network, such as
volunteer bureaux and libraries.
526 College and university prospectuses, the internet and newspapers were all
mentioned as potential sources of information; benefits advice agencies were also
suggested as an important source of IAG amongst unemployed groups and adults
with disabilities. Some interviewees mentioned employment agencies, perhaps
confirming a difficulty in disentangling the task of job finding from the concept of
IAG. However, awareness varied considerably and, in almost all groups, there were
individual members with very low levels of awareness of IAG or related services that
would potentially have been of help to them.
527 Clients rarely mentioned business start-up or related services until prompted,
although two Jobcentre Plus clients stated that they were seeking to access business
start-up training and the support package offered through the Jobcentre. When
asked directly, a few other clients indicated that they were aware of one or more
sources of advice in relation to business and enterprise activities, but only two had
used such services in the past. Only a small minority of clients had considered selfemployment
but many said that, if they were to do so, they would approach their
current provider as a first point of call.
528 A small number of respondents (including both young people and adults) suggested
learndirect, and a few volunteered straightaway that they had called the helpline.
Once prompted, most clients indicated that they recognised the brand name and
several more reported having used the service. However, it emerged through
discussion that it was often the learning line (call centre for learndirect centres and
courses) that were being referred to, rather than the impartial learning advice line.
Most people tended to have heard of learndirect through television and other media
advertisements; the down side was that they often had little or no idea about what
the service comprised. Comments such as “Is that the Gremlins” and references to
other television advertisements were common.
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