3.3. Describe how to refer or signpost individual clients to other agencies

This guide will help you answer 3.3. Describe how to refer or signpost individual clients to other agencies.

When working in information, advice, or guidance roles, it is common to encounter situations where a client needs support outside your expertise or capacity. Referring or signposting involves directing people to appropriate organisations or services that can better meet their specific needs. This is an essential part of providing holistic support, ensuring clients access the right services efficiently.

The Difference Between Referral and Signposting

Though similar, referral and signposting have distinct meanings:

• Referral: This is when you actively facilitate the connection between a client and another agency. It often involves contacting the other organisation on the client’s behalf, sharing relevant information (with consent), and sometimes following up to ensure the client receives the service.
• Signposting: Here, you provide the client with information about another organisation and leave them to make contact on their own. It involves handing over details, such as telephone numbers, website links, or addresses, but without direct involvement beyond that.

Knowing which method to use depends on the client’s level of confidence, ability, and personal circumstances. Some clients may only need a gentle nudge, while others require more structured support.

Identifying Clients’ Needs

Before referring or signposting, you must fully understand the client’s situation. Having a clear conversation allows you to identify their needs and determine the most appropriate support they require. Key steps include:

• Listen actively: Pay attention to what the client is saying, both verbally and non-verbally.
• Ask relevant questions: Clarify anything that’s unclear. For example, ask about their issues in detail—whether financial, medical, housing-related, or emotional.
• Establish goals: Understand what the client hopes to achieve and what outcomes they are looking for.

For example, if a client discusses housing difficulties, you may determine they need support from housing charities or their local council. Similarly, if financial difficulties arise, you might suggest organisations offering debt advice.

Researching Available Services

You must know what services exist in your area and beyond. This knowledge helps make suitable recommendations. Key tips for researching and keeping information up to date include:

• Use online directories: Websites like Gov.uk, Citizens Advice, or local council resources often list local services and organisations.
• Build a contact list: Maintain a database of agencies, including those focusing on specific groups (e.g., children, people with disabilities, or survivors of domestic abuse).
• Network with professionals: Attend local networking events or forums where agencies share information about their services.
• Request brochures or leaflets: Some organisations provide up-to-date promotional materials about what they offer, including eligibility criteria.

Always verify the credibility of any organisation before referring clients. This ensures they receive reliable support, helping avoid scams or disreputable services.

Gaining Client Consent

Before contacting another organisation on a client’s behalf, you must get their permission. Consent is a legal and ethical requirement under the Data Protection Act 2018 and UK GDPR. These laws protect a person’s private information, ensuring it is processed only with their agreement.

When obtaining consent:

• Explain why you are referring/signposting: Make it clear to the client what action you will take and why it’s beneficial.
• Outline what information will be shared: Let them know the specific details needed, such as their name, contact information, and relevant issues.
• Be clear on their rights: Explain that they have a choice to refuse the referral or withdraw their consent at any time.
• Document consent: Use a written or recorded verbal consent form, depending on your organisation’s policies.

For example, if a client needs counselling for mental health issues, explain that you will share basic details with the counselling service to ensure they receive proper access.

Providing Clear and Useful Information

When signposting, it is essential to give the client all the information they need to contact the agency themselves. This should include:

• The name of the agency
• Contact details, such as telephone numbers, email addresses, or website URLs
• Their opening times or operating hours
• Details of the services the agency provides
• Any eligibility requirements that the client must meet

Provide printed information if possible. For online references, guide them on how to use the website, for example, by showing them the relevant sections. Use language that is simple and easy to understand.

For instance, if referring someone for benefits advice, give them the direct phone number for an organisation like Citizens Advice. Mention the type of help they can request, such as completing forms or understanding entitlements.

Making Personalised Referrals

A referral works more effectively when it is tailored to the individual’s specific situation. Avoid generic advice where one solution applies to everyone. Ask the following questions:

• What are the client’s preferences? For example, would they rather meet in person or have a phone consultation? Some organisations offer both options.
• Are there barriers affecting their ability to access support? For instance, clients with mobility issues may need options close to home or accessible premises.
• Are there cultural or language considerations? If the client requires a service in a specific language or from an organisation understanding particular cultural needs, this must be accounted for.

Following Organisational Procedures

Every employer within the information, advice, or guidance sector has its own procedures for referral and signposting. Following these keeps your actions consistent with best practice.

Organisational procedures typically include:

• Documenting referrals: Recording the agency contacted, the client’s details (with their consent), and the date of the referral.
• Using referral forms: Some organisations require you to complete standard forms containing all relevant information.
• Following up: Certain procedures involve checking whether the client successfully accessed the service. For signposting, the follow-up may not be necessary unless the client requests assistance.

Always check internal policies before referring or signposting, and consult your supervisor if uncertain.

Supporting Clients Throughout the Process

Some clients may need support beyond just providing the initial information. They could feel anxious, uncertain, or lack the confidence to contact an external organisation. Offer encouragement and reassurance to help them feel supported.

Ways to help include:

• Helping them make contact: Sometimes, a client prefers you to assist by making a phone call or writing an email in their presence. This provides moral support.
• Exploring options together: Sit with the individual and research possible agencies online, explaining choices as you go.
• Explaining procedures: Give them a step-by-step outline of what they might expect. For example, inform them about assessment processes, waiting lists, or fees (if applicable).
• Arranging transport: Clients with mobility issues, financial struggles, or limited access to public transport may need help getting to the service.

When appropriate, consider a warm referral. This involves contacting the agency first to prepare them for the client’s specific needs, ensuring the client receives tailored support.

Dealing With Barriers

Clients may face challenges accessing other services. Be prepared to address these barriers to ensure they receive the help they need. Common issues include:

• Language problems: Help by finding agencies offering services in the client’s language or that provide interpreters.
• Limited access to technology: Not everyone has access to the internet or a computer. Suggest libraries or community centres that provide free computer use.
• Disability or illness: Refer clients to organisations offering home visits or remote support, where applicable.
• Fear or stigma: Clients may be reluctant to seek help because of perceived judgement or previous bad experiences. Reassure them and share positive feedback related to the agency when possible.

Monitoring Outcomes

Although not always possible when signposting, try to follow up with clients after a referral. Ask if they’ve succeeded in accessing the service and whether it met their needs. This provides valuable feedback for future client referrals.

If the client faced difficulties, provide further assistance. For example, explore whether another agency may be more suitable or suggest alternative solutions.

Knowing Your Limits

As much as you may want to help in every way, there are limits to what you can do. It is not your role to solve all issues directly. Instead, focus on acting as a bridge to other services.

Be honest about your professional boundaries. If a client needs legal advice, for example, explain that while you cannot offer legal expertise, you can refer them to specialists. Clients will appreciate your transparency and value the support provided.

Final Thoughts

Referring or signposting is about connecting individuals to the services that best meet their needs. Doing it effectively involves understanding the client, researching available resources, gaining consent, and providing personalised guidance. By following organisational procedures and supporting individuals throughout the process, you ensure clients receive the help they need.

Keeping communication open and approachable makes the referral process more comfortable for the individual, encouraging them to engage with the support available. Your role is key to empowering clients to take the next step.