Unit 5: Providing Information to Clients
Information needs of Clients
It is likely that as part of your role you will provide information and advice of some kind, whether this is to colleagues, clients, community members or to learners.
At The Training Brokers we can provide information and sometimes advice about a number of things:
- The Training Brokers courses
- Choosing the right course
- Fees and financial support
- Learning support
- Progression pathways, sharing information on what the learner can do next
- Referral and signposting including direct calls to other courses, organisations or resources
Giving information simply means providing facts to someone. If you become involved in helping them understand or interpret that information you are giving them advice.
There are many ways in which you can communicate information to clients. The timing of your communications, as well as the channels you use, is important in getting IAG. It is information available in print as well as post as digitally as this may clients access information who may not have access to a laptop or the internet.
What are the specific information needs of these clients:
Case studies
Julie has not been in school since the age of 11, because she was bullied. She has also been groomed by her mothers friend since she was 16. She is now 30. She would like to do a course for teaching assistants but is afraid about joining the classroom and being around a group of women, due to her prior learning experiences. Julie completed her initial assessment for the course and will require support for her writing.
Adam is a recovering alcoholic and drug user living in a supported accommodation for ex substance user, he is a wheelchair user. He has a number of criminal convictions linked to his drug and alcohol past. He hasn’t got many qualifications but would like to become a volunteer in youth work.
Mike is a schedule one offender and has recently be released from prison. He has contacted you to talk about his keen interest in becoming a teacher and would like to know more about the education and training courses on offer.
Victor is interested in completing a Information, Advice and Guidance course English is his second language.
Signposting and Referring
Where you don’t have specific knowledge or skills, you should signpost or refer someone for more help.
Signposting involves simply giving someone the details of who to contact and letting them do this themselves.
Referral means proactively helping them make the contact – perhaps by telephoning ahead to break the ice. If you are referring rather than signposting, there are two key things to remember:
- Refer impartially. That is, choose the best person or organisation to help someone, even if this means they take up a course elsewhere
- Refer with consent. That is, get someone’s agreement before passing on their personal details to another person or organisation.
