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Information, Advice or Guidance

Although you may well refer or signpost a client to another service or a different
member of your team, some clients will require additional support to help them
along the way.

Some clients who might need additional support are:

• People who struggle with reading or writing and may need some support
to fill in forms or having forms read to them or explained

• Clients may well be homeless and unable to access further information,
advice or guidance without your help

• A client with learning difficulties, who may need things explained to them in
a different way.

When dealing with clients, it is always important to remember that everybody is
different; some people may require very different help or guidance.

There are many different actions you can take to support your clients to undertake
further actions, be it referral or signposting.

• Provide clients with somewhere to access online forms and the internet
so they can complete additional research or complete forms if they
don’t have these facilities themselves (this is something local libraries can
often provide)

• Provide clients with materials in different formats and languages

• Break down the process for clients, providing step by step guidance

• Show clients where they can access additional support.

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