Page 95 - Part B

Information, Advice or Guidance

• Manage client’s expectations in responding to their information needs, in
terms of potential benefits, limitations, timescales and any costs involved.

When dealing with clients, it’s important to remember there may well be deadlines to
provide them with advice, guidance or information. For example, if a client is seeking
help around a housing difficulty, they may have been given notice to leave. Some
services may also have deadlines and specific timeframes that need to be met, in
order to accept signposting or referrals.

Another factor clients might not be aware of is the fact that some organisations may
charge for their services. This should be explained at the start of the conversation, to
help manage the client’s expectations appropriately.

It is important to do this at the outset when dealing with clients, otherwise a client may
miss an important deadline. Explaining the timescales and costs upfront with clients
and getting their consent is vital to ensure you meet their expectations.

• Direct clients who need specialist information or advice to those qualified
to provide such support: provide contact details, make introductions or
appointments, where appropriate

• Make sure that your clients understand the scope of the services offered by
your organisation

• Keep up-to-date and accurate records of client contact, at all stages of the
process

• End contact with a client in a way that encourages them to contact you in
the future.

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