Page 7 - Part B

Information, Advice or Guidance

How the referral procedure is implemented within your

own organisation

There are many reasons why you may need to refer or signpost to another advisor
or organisation. Identifying these reasons early will ensure that the client obtains
the best advice, information and guidance as early as possible, without having to go
through unnecessary steps if you are unable to help them.

It is likely to be appropriate to refer a client if the following criteria are met:

• The client requires information outside your area of knowledge – for
example, careers advice about the armed services or a client requiring
specialist tax knowledge

• Your workload would prevent the client from receiving the help they need in
the right timeframe

• You have a potential conflict of interest with the client – for example, they
might be a personal friend.

Referrals should not be made for the following reasons:

• The client is difficult

• You struggle to empathise with them or their issue

• You have ethical issues with the client.

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