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

VI:
COHERENCE OF IAG SERVICES: PERCEPTIONS OF
ADVISERS
INTRODUCTION
601 This chapter focuses on the experiences and perceptions of service providers. As
with Chapter V (the parallel discussion of client views), the material is presented in
some depth as it provides the source for the briefer discussions in Chapter IV and
Appendix A. Provider interviews were conducted both with managers and with frontline
advisers, working in a variety of different contexts and with varying levels of
involvement in the direct delivery of IAG services.
602 The purpose of the research with providers was defined as:-
• to identify common patterns of signposting and referral, both within and
between providers;
• to identify common approaches and practices aimed at ensuring services are
coherent from the client perspective;
• to highlight barriers to coherence from the perspective of front-line advisers.
603 This chapter is based loosely on this framework. The principal sections are headed:-
• services and priority target groups;
• signposting and referral;
• links between providers;
• gaps and barriers.
SERVICES AND PRIORITY TARGET GROUPS
Services and target client groups
604 The starting point for a discussion on providers’ views should properly be a brief
description of the organisations consulted, the range of services offered and their
target client groups. However, this material has already been summarised in
Chapter III; and a full list of participating organisations is added as Appendix C.
605 For the purposes of this brief introduction, therefore, a few headline points only are
noted.
• There is much overlap of services. Most providers, for example, hold basic
information on local learning opportunities and offer first level advice. Fewer
offer in-depth guidance, however.
• Some IAG is delivered on a standalone basis (e.g. Connexions), whilst other
services are delivered as part of an integrated package (e.g. training programme).
• Most services are delivered on a face-to-face basis, but there are significant
exceptions (e.g. by telephone and, less common, by email).
• Whilst most services define client groups to be targeted (e.g. by disadvantage,
residence, age or labour market status), the criteria are often interpreted flexibly.
To put this another way, most clients would be eligible to use several different
services (even though, as we saw in Chapter V, they are often unaware of the
actual range).
• The priority target groups for the majority of providers involved in the study were
unemployed or otherwise disadvantaged groups. These included lone parents,
people with disabilities, those with basic skills and ESOL needs, the low skilled,
and residents of post-code areas designated as disadvantaged.
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