Competency Framework: signposting customers
Foundations – Knowledge and compliance
E. Signposting customers
All practitioners – no matter their job role – must be able to elicit simple, factual information from the customer in order to signpost them to appropriate sources of further support, advice or information.
Obtaining information
E1
Awareness of:
- Different reasons customers may have for seeking information.
- The type of information or areas in which support might be sought (e.g. debt, borrowing, welfare and benefits).
- The importance of timely action.
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Ask basic questions to obtain information about the customer’s circumstances.
Signpost
E2
- Signpost the customer to appropriate sources of further information or support, in line with organisational procedures.
- Where red flags are identified, alert, or refer customers to, appropriate authorities (e.g. police, food bank, shelters) – as per your organisation’s own policy.
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