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

649 In some areas, the IAGP itself employs a team of IAG development workers who
deliver one-to-one information and advice services from a range of premises,
including libraries and voluntary sector organisations. These advisers also deliver
information and advice services on the premises of other IAG providers (including a
one-stop-shop, Connexions drop-in centre, and a job and training workshop) where
they provide an additional resource.
650 Some advisers had reservations about this arrangement. While the extra help was
welcomed, IAG workers’ inputs were part-time and limited to information and advice
(guidance was not funded). In practice, this made it difficult to integrate these
individuals with a team of staff committed to delivering a full range of services.
Links between Jobcentres and IAG providers
651 The links between Jobcentres and other adult providers were said to be improving,
although progress varies between and within areas. However, relatively few
Jobcentre advisers seemed to be aware of the IAG Partnership itself, and its role.
652 A number of Jobcentres now contract with IAG providers as intermediaries and can
claim outcomes achieved by the intermediary as counting towards Jobcentre Plus
targets. There were also examples of IAG providers offering one-to-one services on
Jobcentre premises, and New Deal advisers having the option to refer clients for
independent guidance.
653 Advisers from a variety of providers refer clients to the Jobcentre in relation to
claims for benefit or entitlement to training. However, some advisers told us that
their clients had negative views about the Jobcentre and this sometimes made
referrals more difficult in practice.
General links between IAG providers
654 For most providers, there was what might be described as an inner and outer circle
of linked providers. The inner circle of providers would include:-
• nearby providers which provided a different, but complementary range of
services. Here, there would be a steady stream of client referrals in both
directions;
• similar types of providers in other areas. Here, the contacts would be more
about professional development (e.g. exchanging information or convening joint
training events).
655 The outer circle of providers would include all the others listed in IAGP
directories/databases. Here, the contacts would be more ad hoc, but providers
recognised clear benefits from being able to find out more about other agencies in
the area, as and when a need arose. Most front-line advisers had a pragmatic view
on this; in practice, it was not feasible to keep in regular touch with large numbers
of neighbouring organisations.
Maintaining links
656 One of the reasons given by providers for failing to maintain up to date knowledge of
the services offered by other providers was the constant change experienced by the
sector. It was suggested that now is an important time for consolidating services
and taking stock, following major changes. Advisers argued that too much change
in government-funded programmes, in particular, has made it difficult to convey to
clients a clear and unambiguous offer of IAG services to adults.
657 Many providers were keen on undertaking visits to other providers or in hosting
communications events that bring local providers together to share information and
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