Page 89 - Part B

Information, Advice or Guidance

Speak with the client and explain the organisation’s or service’s position; explain what
might be achievable and what is unlikely to be achievable. Discuss with the client if
there are any changes in their requirements or any compromises that could be made.
It is worth ensuring you have identified these clearly and the client agrees with these;
failure to do so at this point might result in a difficult situation once everything has
been agreed - only for the client to reject the solution!

Return to the organisation and clarify the client’s position; where any compromises
can be reached, this is something you will have to ask from the organisation as well. It
is worth pointing out that this section may well have to be repeated a number of times,
before both the client and organisation are happy.

Once the organisation and client have agreed, ensure you have a written copy of
the plan going forward. It is also important to share these with the client and the
organisation.

C Case Study

Think about the compromises that you might have to make in the
following scenarios. Explain the process you would take and the
compromises you would have to make, in each case:

a) You are working in a debt charity with a client who has a
substantial debt; the client does not want to pay any more
than £250 a month and currently has an expensive car to run.

b) You are a housing officer working for a housing charity when
you are approached by a client with a child. She is asking for a
three-bedroom house in an area close to her work.

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