The Advice Centre will give advice and information to the following:
If resources permit, the Advice Centre will also advise:
Callers who do not fit into the above client groups should be signposted to an appropriate alternative agency.
In certain circumstances the Advice Centre may withdraw the service, permanently or temporarily, from someone within the client group. This may apply in the following circumstances:
Students will be informed in writing of the reasons and terms of any withdrawal of service and will be referred to Bolton SU's Complaints Procedure.
The Advice Centre prides itself in providing an exceptional service. However, there are times and situations where it may have fallen short of your expectation. If this is the case, then we would like you to inform us so we can investigate the situation and take any necessary steps to resolve the situation and improve our service. Please complete the Complaints Form and refer to Bolton SU's Complaints Procedure.
If we are unable to continue advising you, we can signpost you to an alternative advice agency.
The need for signposting will usually arise when an individual makes initial contact to the Advice Centre and provides information about the nature of their problem. Signposting will be appropriate if the caller does not fit into the Advice Centre's client group or if they seek help which is outside the scope of the Advice Centre (e.g. judical review). Signposting may also be appropriate when an existing client presents with an additional issue that is outside the scope of the Advice Centre's work.
The need for referral will arise when the Advice Centre has an established relationship with a client in a current matter and the advisor believes that the Advice Centre cannot offer further help in this matter. This may happen when the Advice Centre lacks either the resources or expertise to continue to help the client effectively.
When making a referral, the Advice Centre can arrange for the client to see someone from another agency (if appropriate). If any case records are to be transferred then a request must be made directly by the client or from the agency with an acceptable form of authority.
Prior to signposting or referring people to other agencies, the Advice Centre will listen to the client's enquiry to ascertain the type of assistance required and will provide immediate support if the need should arise. The information gathered will help to identify an appropriate alternative source of help.
The Advice Centre will aim to signpost or refer to agencies which do not charge for their service. The adviser will discuss with the client any cost implications of using a new service provider (e.g. a solicitor).
The Advice Centre can record any client feedback, whether positive or negative, about services following signposting or referral. This should be recorded on the case file.
The Advice Centre Coordinator will conduct regular reviews of referrals. The review will consider: