3.1. Describe boundaries of own role in meeting information, advice or guidance requirements of clients

This guide will help you answer 3.1. Describe boundaries of own role in meeting information, advice or guidance requirements of clients.

When working in information, advice, or guidance (IAG), understanding the boundaries of your role is essential. Boundaries refer to the limits of your responsibilities and the areas where your competence or authority ends. These boundaries protect both you and the client, ensuring professional, ethical, and legal practices.

In the context of IAG, your role may involve listening to clients, identifying their needs, and helping them access the right information, advice, or guidance. However, it is not your role to take over their situation, provide support beyond your expertise, or act in ways that go outside your job description. This distinction is essential to maintaining trust, safeguarding clients, and adhering to workplace policies.

Areas of Boundaries

Scope of Knowledge and Expertise

Your role involves offering accurate and relevant information or guidance based on your training and expertise. However, you must avoid giving advice in areas where you lack the required skills or qualifications. For instance:

• If a client requires financial advice, and you are not a qualified financial advisor, you should direct them to someone with the appropriate expertise.
• If a client discloses mental health issues, and you are not trained in counselling or therapy, you should signpost them to a recognised professional or service.

Giving advice outside your expertise could harm the client or lead to legal consequences for your organisation and yourself.

Professional Boundaries

Professional boundaries ensure that you remain impartial and maintain a healthy client-worker relationship. This includes:

• Avoiding personal relationships: Do not engage in friendships or romantic relationships with clients, as this could create conflicts of interest or impact professional judgement.
• Setting limits on availability: While being approachable and responsive is essential, you should not be constantly available to clients. Establish clear times for appointments and follow-up communications.
• Avoiding over-involvement: It can be tempting to solve all of a client’s problems, but your focus should be on empowering them to make informed decisions themselves.

Confidentiality and Data Protection

Confidentiality is a key part of any IAG role. You should only share information about a client when it is appropriate, following legal and organisational guidelines. For instance:

• Share client information only with colleagues or external agencies if the client has provided informed consent, or legislation requires it (e.g., safeguarding concerns).
• Keep records secure, follow GDPR (General Data Protection Regulation) principles, and limit access to authorised personnel.
• Avoid discussing client details in public spaces or with people not involved in their case.

Failing to maintain confidentiality can harm your relationship with the client and breach legal obligations.

Working Within Organisational Policies

Your organisation will have policies and procedures that define your responsibilities and guide your actions. These policies ensure consistency, fairness, and compliance with laws. For example:

• If a client needs housing advice and your role does not include this specialisation, your organisation may have guidelines on how to refer clients to housing services.
• Internal reporting procedures will outline how to handle complaints, disputes, or safeguarding issues, ensuring that these are managed effectively and within the boundaries of your role.

Always refer to your organisation’s framework for guidance if you are unsure about your responsibilities.

Legal Responsibilities

Your role involves adhering to all relevant laws and guidelines that govern IAG. This includes:

• Equality Act 2010: Ensuring that services are accessible and fair, and avoiding discriminatory practices.
• Health and Safety at Work Act 1974: Ensuring safe practices when interacting with clients, such as meeting in appropriate environments.
• Children Act 1989 and 2004: Following safeguarding procedures if a child is at risk of harm.
• Data Protection Act 2018 and GDPR: Maintaining confidentiality, as previously outlined.

Understanding the specific legal boundaries attached to your casework ensures both client and worker protection.

Managing Expectations

Clients may have expectations that go beyond the scope of your role. For example:

• A client might expect you to solve an issue immediately when it requires input from another professional or service.
• They might seek personal or emotional support that requires counselling, which is outside your remit unless you are trained in that field.

It is your responsibility to manage these expectations from the outset. Be clear about what you can and cannot do. Avoid making promises that you are not able to fulfil. If a client appears frustrated or disappointed, explain why certain tasks are outside your role and provide alternative solutions, such as referrals.

Safeguarding Boundaries

In cases where clients are at risk of harm, safeguarding laws and organisational policies take precedence. These situations include:

• Children and vulnerable adults who may be experiencing abuse or neglect.
• Clients exhibiting behaviour that suggests harm to themselves or others.

Your responsibility is to report concerns in these instances, even if it means overriding confidentiality. Follow your organisation’s safeguarding procedures and only share information with those who need to know.

Handling Pressure and Ethical Challenges

Clients may sometimes pressure you to act outside your role or personal comfort level. For example:

• A client may ask you to bend rules or act informally to assist them.
• They may offer you gifts, services, or personal favours in exchange for quicker or additional support.

In such scenarios, rely on your organisation’s policies and seek support from your line manager or supervisor if you are unsure how to proceed. Uphold your professional boundaries and remain consistent, even if the client reacts negatively.

Steps to Maintain Boundaries

Reflect on Your Role

Understand what your job description requires and stick to it. If ever in doubt, ask yourself:

• Is this request aligned with my responsibilities?
• Do I feel qualified to provide advice or guidance on this matter?
• Does this action follow organisational policies and legal guidance?

Training and Development

Keep your skills and knowledge up to date. Regular training ensures you understand current legislation, policies, and best practices. It also boosts confidence in setting boundaries.

Use Supervision and Team Support

Supervision provides a space to discuss challenges and seek advice on tricky situations. Team meetings are another opportunity to learn strategies for maintaining professional boundaries.

Keep Clear Records

Documenting your interactions with clients ensures transparency. Accurate records help you demonstrate that you stayed within the boundaries of your role. This is vital if a decision is ever questioned.

Examples of Staying Within Boundaries

• Scenario 1: A client requests advice on immigration rights, but you are not qualified to provide this advice. In such a case, refer them to an accredited immigration advisor or legal professional.
• Scenario 2: A client revisits the office multiple times to discuss personal problems but does not require further guidance from your service. Politely remind them of your scope and redirect them to services offering appropriate support, such as therapy.
• Scenario 3: A safeguarding concern arises for a vulnerable adult who shares details of abuse. Report your concerns to the safeguarding lead in your organisation immediately, even if confidentiality appears compromised.

Risks of Ignoring Boundaries

Failing to stay within the boundaries of your role can have serious consequences, including:

• Loss of trust between you and the client.
• Harm to the client due to poor-quality advice or inappropriate action.
• Legal action or disciplinary measures against you.
• Damaging your professional reputation or that of your organisation.

Final Thoughts

Setting role boundaries does not mean being inflexible. It means knowing your responsibilities, staying within them, and referring clients elsewhere if their needs fall outside your expertise. This practice ensures ethical, safe, and effective service delivery.

By maintaining clear boundaries, you protect clients, yourself, and your organisation. Always seek advice from colleagues or managers when faced with uncertain situations, and remember that the client’s welfare is your top priority.