Page 57 - Part B

Information, Advice or Guidance

You may be able to provide interpreting services for your client or be in the lucky
position of having a member of staff who can speak the required language. Ensuring
that your key services and literature are available in multiple formats and languages
will help the client.

As mentioned previously, it is important that your service is available to all members of
the public. You must not discriminate against clients who may not have specific access
to technology or the training or knowledge to use them. Whilst providing materials
online and on mobile phones may be fantastic for some clients, other clients may not
be able to access or use them.

Ensure that your materials are available in printed format, not just electronically:
some people find it difficult to read materials on a screen and may prefer paper. It
is important to ensure that where technology is used, there are alternatives: it is no
replacement for a well-qualified advisor with excellent communication skills!

Poor mobility and a service that is badly accessible are barriers to clients receiving the
help they need. People may be unable to attend your premises due to it being difficult
to access. This may be because it is away from public transport, or the opening hours
are not suitable for the typical client to attend. For example, a service designed for
working families should, ideally, have opening hours after normal work times.

Clients may have mobility issues, and cannot get to your premises if your building does
not have ramps for wheelchairs instead of steps. The design of the building should be
considered, and the location of your office within it, to make sure people with mobility
issues can access your premises.

Cultural barriers can be caused by a number of issues, such as differing
languages, different practices relating to medical procedures, and a different way
of thinking about gender and sexuality. These barriers can lead to confusion and
miscommunication between people who have different cultural backgrounds.

A skilled communicator must be aware of these barriers – and try to reduce their
impact – by continually checking understanding and by offering appropriate feedback.

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