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

was minimal. The main exception was Connexions, where protocols for exchanging
client data is a sensitive issue and the subject of current development work.
636 A few advisers commented that it would be useful for a ‘summary of IAG’ to
accompany the client when referred specifically for further IAG. Without this, the
IAG adviser to whom the client had been referred was obliged to start from scratch,
with disadvantage to the client as well as the receiving agency. This practice was
adopted in a few of the providers we visited, albeit on an exceptional basis, rather
than general practice – and only after discussion with, and agreement from, the
client.
637 There were two other concerns raised, but with less general applicability:-
• in one instance, the resources of a job and training shop were supplemented by
an IAG worker employed by the IAGP. The IAG worker’s practice of entering
client details on the IAGP database was in conflict with the project’s policy of
retaining client confidentiality;
• another adviser recalled a recent case where an in-depth guidance interview had
identified a need for psychometric testing. When arranging an appointment for
this service elsewhere, the adviser was told that the client would first have to
book in for an interview with one of their own advisers before being able to
undertake the testing session. Even when a ‘summary of guidance given’ was
offered to the receiving provider, the adviser was unwilling to waive this stage of
the process.
Follow-up and aftercare
638 Few providers, with the exceptions of Jobcentres, follow up or track clients to find
out if they take up services following referral. Jobcentre tracking is often concerned
with monitoring attendance, although regular meetings between clients and New
Deal advisers provide opportunities to collect feedback on the success of the referral
option. Other providers that are used by clients over an extended period (e.g. dropin
centres for the unemployed) may receive feedback on services received elsewhere;
many advisers admit that this has an important influence on their future referral
behaviour.
639 Client satisfaction surveys are common and almost always show high levels of client
satisfaction. However, such surveys rarely provide constructive criticism or
feedback on clients’ subsequent IAG activity, and are therefore of less value as tools
for future planning than they may initially appear.
640 In at least one area, 28 the IAGP has attempted to introduce a paper-based referral
and tracking system, but many of the advisers interviewed reported that they did not
regularly use the system. Nevertheless, many advisers across all areas did
acknowledge that tracking would be useful, even though the paperwork involved was
often felt to be top-heavy for a client-centred service.
641 One organisation organises a Forum for users to discuss issues of interest to them
and to provide feedback on services received. This seems an excellent idea that
would benefit from an area-based approach (i.e. providing feedback on the full range
of services and their perceived coherence across the IAGP). On a related point, our
impression was that the feedback loops to providers of education and training from
both providers of IAG and from clients themselves were not as well developed as they
might be. This also argues for an area-wide feedback mechanism. 29
28 London South
29 We are aware that area -wide feedback structures are being explored by Learning Partnerships in some areas.
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