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

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CHECKLIST FOR DISCUSSION WITH PRACTITIONERS INTRODUCTION • Overview of research project • Purpose of pilot interview • Assurance of confidentiality A. BACKGROUND TO PROVIDER ORGANISATION A.1 What services are offered by the provider (IAG and other services) A.2 What is the role of the interviewee in delivering services A.3 How do IAG and other services complement each another A.4 What are the priority target groups for IAG in local area A.5 What are the main target client groups of the provider A.6 How does the provider link to other local services (Focus on practitioner links.) B. SIGNPOSTING AND REFERRAL NB It may be necessary to clarify use of the terms ‘signposting’ and ‘referral’ prior to exploring the issues in this section. B.1 What are the common patterns of signposting and referral of clients to other services (internally and to other providers) B.2 What are the common reasons for signposting/referring clients to other IAG services B.3 What systems are used for signposting/referring clients to the IAG services they need Are they effective and adequately resourced B.4 How are basic skills needs identified At what stage (e.g. at initial point of contact or only after further IAG) B.5 How comfortable do you feel about signposting/referring clients to other IAG services in the locality/outside the locality B.6 What are the general rules re. exchange of client information Are difficulties experienced in not receiving information from referral agencies B.7 How do you ensure that the client’s needs are met during and after signposting/referral B.8 To what extent is there trust between agencies in the quality of each others’ assessments, and quality of other IAG services B.9 Are there occasions when you are unable to meet the needs of clients B.10 What are the gaps in local services B.11 What do you do if you are not able to meet the client’s needs (either in-house, or through signposting/referral) B.12 Do you use client feedback to identify gaps in service delivery/to improve service delivery B.13 What are the main barriers to helping clients meet their needs C. LINKS WITH OTHER PROVIDERS C.1 Do practitioners have a clear understanding of other IAG services (incl. learndirect, Jobcentre Plus, Connexions) C.2 What systems are in place to ensure practitioners maintain up-to-date information about other IAG services C.3 What links does the provider have – at practitioner level – with other local and national IAG services How are links developed and maintained Are they effective 67
C.4 Are there links with HE careers services (Is HE careers Service seen as part of network etc.) C.5 What links does the provider have – at practitioner level - with employers, employer services (e.g. Small Business Service) and trades unions How are links developed and maintained Are they effective C.6 How are links between providers developed and maintained (i.e. personal/individual links/contacts, or more formalised systems) C.7 Has the local IAG Partnership had an impact on links between services In what way C.8 How is LLMI collected/used/shared amongst IAG providers How good is LLMI How is LLMI used to support services to clients C.9 Are local services coherent from the perspective of front-line providers What does IAG service “coherence” mean from the front-line practitioner’s perspective What are the benefits of coherence D. CLIENT NEEDS FOR COHERENCE D.1 How do you explain to clients the benefits of using IAG D.2 How do you ensure that clients have realistic expectations of IAG services D.3 How do you ensure that clients are aware of the full range of services that are relevant to their needs D.4 What do you do if the client does not understand their own needs D.5 What are the main barriers that prevent clients from accessing the full range of IAG services that are relevant to their needs How could barriers be overcome D.6 How can IAG services be made more coherent for clients 68
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RESEARCH Client Needs for Coherent
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CONTENTS Chapter Page EXECUTIVE SUM
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EXECUTIVE SUMMARY INTRODUCTION 1. T
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• many clients said they would ha
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development of directories and data
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I: BACKGROUND AND PURPOSE INTRODUCT
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II: METHODOLOGY INTRODUCTION 201 Th
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215 Several adaptations were introd
Page 17 and 18: III: CLIENTS AND PROVIDERS IN THE S
Page 19 and 20: Services Table 3.2: Breakdown of
Page 21 and 22: Services Table 3.4: Breakdown of cl
Page 23 and 24: 326 Our synthesis and analysis of c
Page 25 and 26: • a student who is part of a grou
Page 27 and 28: 420 In terms of patterns of referra
Page 29 and 30: RECOMMENDATIONS 434 We were not for
Page 31 and 32: targeted at them. This point was ma
Page 33 and 34: providers demonstrated a high level
Page 35 and 36: 536 Many clients do appear to find
Page 37 and 38: service can help them; rather it su
Page 39 and 40: esource management practice; thus s
Page 41 and 42: Transfer of client records 579 The
Page 43 and 44: who graduated several years earlier
Page 45 and 46: exacerbated by media pressure to ge
Page 47 and 48: • In practice, there are often di
Page 49 and 50: 621 Referral to learning providers
Page 51 and 52: was minimal. The main exception was
Page 53 and 54: 649 In some areas, the IAGP itself
Page 55 and 56: combine their visit with other acti
Page 57 and 58: 681 There was a lack of suitable pr
Page 59 and 60: • Some advisers working with the
Page 61 and 62: APPENDIX A KEY DIFFERENCES BETWEEN
Page 63 and 64: other providers, including a number
Page 65 and 66: 52. Many providers’ staff express
Page 67: C. COHERENCE OF IAG SERVICES C.1 Pl
Page 71: Copies of this publication can be o
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