Page 10 - Part B

Information, Advice or Guidance

The following recaps referrals, as explained Unit 1.

Referrals have some differences from signposting, partly as referrals are likely to be
done once the organisation has begun to help the client. Signposting would have been
one of the first steps. A referral is where the advisor begins the process of contacting
another agency to work with the client. This is for a range of reasons:
1. The advisor has reached their level of expertise or knowledge

2. The client has additional needs that become clear during the process
3. A breakdown in trust between the client and advisor

4. Work overload

5. Another advisor or organisation can deal with the client more effectively

6. Request by the client to be referred to another team.

Unlike signposting, the emphasis is on the advisor to arrange the referral and provide
the client with appropriate details throughout the process.

Signposting and referrals are crucial skills to master, in order to run an effective
service that helps clients meet their requirements. Without being able to signpost
or refer clients to other services at times where you have no capacity, or a lack of
knowledge in a particular area, clients are likely to end up being given inadequate
advice or missing out altogether.

Key Fact

• When referring a client, the advisor takes on the responsibility
of organising the referral

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

• A client is normally referred or signposted when you can no
longer help them.

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