2.3. Describe ways in which clients can be supported to undertake further action

This guide will help you answer 2.3. Describe ways in which clients can be supported to undertake further action.

Clients seeking information, advice, or guidance may often need help taking the next steps to act on the options available to them. Supporting clients in undertaking further action involves offering practical, emotional, and structured assistance tailored to their circumstances. In this guide, we cover the ways this support can be provided effectively while maintaining a client-centred approach.

Building Trust and Rapport

Establishing a good relationship with the client is the starting point. Trust makes it easier for clients to share concerns and feel confident about the guidance provided.

Ways to build trust may include:

• Listening actively: Give the client time to express their feelings and thoughts without interruption or judgment.
• Showing empathy: Acknowledge their concerns and challenges to demonstrate understanding.
• Maintaining a non-judgmental attitude: Show acceptance of their situation or decisions.

When trust exists, the client is more likely to feel comfortable discussing their barriers and working with the adviser on next steps.

Providing Clear Information

Clients can only act with confidence when they understand their options fully. Provide information that is clear, relevant, and free from jargon. Ensure it is tailored to the client’s situation, and focus on areas they are ready to address.

Tips for delivering clear information include:

• Explaining processes step-by-step, so they know what to expect.
• Using simple language when describing complex topics.
• Providing written material or online resources they can review in their own time.

For example, if a client is interested in employment, list practical steps, such as updating a CV, registering for job alerts, or contacting local employment agencies.

Setting Realistic Goals

Goals give clients a sense of direction. Setting realistic and manageable goals ensures clients feel motivated rather than overwhelmed by the process.

Help them break tasks into smaller, actionable steps. For example:

• If a client wishes to return to education, the first step could be researching courses of interest.
• For a client looking to improve their finances, the initial step could involve accessing financial advice services.

Support the client in identifying priorities and timelines for achieving these goals.

Signposting to Appropriate Services

If a client requires specialised support, signposting them to the right services is important. This involves directing them to trusted organisations or professionals who can provide the required help.

Examples of services to signpost clients to include:

• Educational courses for clients wanting to gain new skills.
• Mental health support services for those experiencing stress, anxiety, or depression.
• Housing associations for clients facing accommodation issues.
• Debt counselling services for clients struggling with financial difficulties.

When providing referrals, confirm the service is relevant to the client’s needs. Offer assistance in contacting the service if necessary, such as providing phone numbers, email addresses, or websites.

Action Planning

Creating an action plan gives structure to the client’s next steps. An action plan clearly outlines tasks, who will undertake them, and deadlines for completion.

A typical action plan might include:

• The specific steps the client will take (e.g., applying for a training programme).
• Resources or support they need for each step.
• Dates for progress reviews to address any challenges.

Writing down the action plan helps both the adviser and client stay accountable.

Providing Emotional Support

Clients may feel anxious or lack confidence when taking steps to improve their situation. Offering encouragement and emotional support helps them overcome these feelings.

Consider the following approaches:

• Reassurance: Remind the client that challenges are common and can be tackled one step at a time.
• Positive reinforcement: Highlight their efforts and progress as a way to build self-esteem.
• Encouragement: Motivate them by focusing on the benefits of achieving their goals.

Emotional support helps the client build resilience, which is key for maintaining progress.

Offering Advocacy

Some clients may struggle to make their voice heard or feel powerless when interacting with authorities or services. Acting as an advocate involves representing or supporting the client in situations they find challenging.

Examples of advocacy work include:

• Speaking on a client’s behalf during a meeting or phone call.
• Helping them write letters or emails to organisations.
• Accompanying them to appointments they feel anxious about attending.

Advocacy empowers the client while helping them take further steps towards resolving their issues.

Using Follow-Up Sessions

Regular follow-up appointments allow advisers to track the client’s progress and offer additional support if needed. During follow-ups, the adviser can:

• Review what has been achieved since the last session.
• Tackle any obstacles the client has faced.
• Adjust the action plan if necessary.

Follow-up sessions show the client that help is ongoing and not limited to one appointment. This continuity of support increases the likelihood of success.

Equipping Clients with Skills

Helping clients develop key skills enables them to take action independently. Depending on the client, these skills might include:

• Job application and interview techniques.
• Budgeting and financial planning.
• Research skills, such as searching online for housing or employment opportunities.

Providing workshops, one-on-one coaching, or signposting to training resources are effective ways to build these skills.

Encouraging Peer Support

Clients can benefit from connecting with others in similar circumstances. Group sessions or peer networks provide a space where clients feel understood and supported by individuals sharing similar experiences.

Arrange opportunities for peer support, such as:

• Group workshops related to the client’s goals.
• Support groups for individuals facing similar challenges.
• Social events where clients can share advice and encouragement.

Hearing from others who have succeeded can inspire clients to move forward with their own plans.

Removing Barriers

Clients often face external obstacles preventing them from taking action. Part of the adviser’s role is to identify these barriers and explore potential solutions.

Examples of common barriers and support methods:

• Transport issues: Provide information about travel assistance schemes.
• Lack of childcare: Help find affordable childcare options.
• Financial constraints: Signpost to funding options or grants.
• Mental or physical health difficulties: Refer to appropriate healthcare professionals.

Addressing these barriers builds the client’s capacity to act.

Final Thoughts

Supporting clients to undertake further action involves building trust, providing clear information, setting realistic goals, creating action plans, and addressing barriers. By offering practical resources, emotional encouragement, and connection to the right services, advisers empower clients to feel confident and capable of improving their situations. Regular follow-ups, advocacy, and skill-building play a crucial role in maintaining progress. Each client’s needs are unique, so strategies should remain individualised. Supporting clients effectively helps put them on a path towards long-term self-reliance and success.