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Information, Advice or Guidance

Referral

A ‘referral’ is when the advisor takes at least some responsibility for contacting other
organisations, to help the client. This may be because they are no longer able to assist
the client.

A referral usually involves the advisor making contact with the organisation to arrange
an appointment and make any other necessary arrangements to ensure that the case
continues smoothly.

Often this takes place after the advisor has begun to help the client. Sometimes
however, it will be necessary to do a referral on the first visit - if, for example, the client
would be better suited talking to another organisation.

Signposting

Signposting is about the client taking (or being given) responsibility for contacting
other organisations to help them resolve their problem.

Organisations providing telephone helplines may undertake a lot of signposting. An
information worker or receptionist, who deals with initial queries from clients, may
also signpost a lot as part of their job. Advisors undertake signposting and discuss
alternative sources of help with clients when they have identified that the organisation
cannot help any further.

This may take place before an organisation has started in-depth work with a client. In
many organisations though, advisors will see a particular client many times and on
some occasions will signpost them.

There are a large number of places to which you might refer or signpost a client,
depending on the client’s needs and your level of experience and knowledge. On the
next page is a list of some major organisations in different sectors. However, be sure
to familiarise yourself with organisations you might deal with regularly.

Reasons for signpost or refer

While a client will be signposted or referred on for many different reasons, most of
these will fall into the following categories:

• The problem falls outside the advisor’s (and organisation’s) subject area/
level of expertise

• The client falls outside the organisation’s target group – e.g. BME groups,
those with specific access needs, older people, homelessness etc.

• There is a breakdown of trust between the client and advisor

• There is a conflict of interest

• The client requires help outside of the advisor’s level of knowledge or
experience.

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