Initial Assessment

An Information Assistant will go through an Initial Assessment form with you to check:

• what you need help with
• if your problem can be solved with self-help
• if we are the right service to support you going forward

They will then give you information, point you to the right service for your needs, or make an appointment with an Adviser if it’s appropriate.

Appointments

Appointments with Advisers are reserved for people who aren’t able to resolve their problems through self-help, or for people who have complex problems.

Appointments are for set periods of time, and may be in person or by telephone.

During an appointment, an Adviser will explore the problem in more detail, and talk about the options available – helping to take action if it’s appropriate to do so. This could involve filling in a form, or making a call on your behalf.

Appointments can’t be offered for some cases where legal regulations require professional or specialist advice, or if we are at maximum capacity.

Why we are working this way

As a charity run mostly by volunteers, our resources are limited, and a lot of people want to talk to us.

By working this way, we can speak to more people, and make sure that everyone gets the help they need, and the right level of support.

Our staff and volunteers know our service well, and are best-placed to decide if ours is the right service to help.