Page 41 - Part B

Information, Advice or Guidance

Clients with specific time constraints

When dealing with these clients, there are a range of things you can do to assist them
to make the appropriate choices. It is important to identify any particular needs the
client has at the outset, by using strong questioning and listening skills. Once you have
identified that the client is under time pressure, think about the following options:

• Having initial discussions over the telephone, followed up by a written or
emailed plan of action, to ensure you fully understood the client’s
requirements

• Ensuring the client has time to fully understand the options available to
them

• Providing the client with written or emailed next steps – so the client can
spend time away from the meeting to decide on the right course of action
for them.

Clients without access to certain resources

When dealing with people without certain resources – for example, no access to a
computer or telephone at home:

• Ensure that, if your advice or guidance requires your client to access a
computer, you either provide access in your organisation or explain where
they might be able to get access – for example, at a public library

• Provide documentation or resources in an alternative format, such as paper.

Clients with disabilities

When dealing with people with a disability there are a number of approaches you
could take:

• It is important to understand the client’s disability and the steps you need
to take to ensure they can access the service effectively. Not every client
with the same disability needs the same assistance

• Think about providing resources in alternative formats – for example, in
braille or through ‘spoken services’

• Think about the possibility of providing support through telephone contact
or email rather than face to face.

Some people will need support to access, make sense of, and use information on local
services. Without such support, these individuals are unlikely to benefit from services
available to them.

When dealing with clients who may require assistance, ensure you discuss what you
can put in place to help your client make the right choices for them.

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