Hot Topic
"The business case for the matrix Standard is clear. It has changed our culture to one in which we really measure the effectiveness of what we do, and we have improved our service as a result."
Bury College-Student Services-Learning Resource Centres-Customer Services Business Solutions-Bury College Apprenticeship
Click here to see what other organisations have to say about the matrix Standard
Heading in the right direction
"Sat Nav, that’s what you need," insisted my helpful 21st Century friend. I countered, "But Sat Nav isn’t always reliable and sometimes takes you down the wrong route; it doesn’t always do what it says on the can. And whatever happened to winding down your window and asking for directions?" He was not to be beaten, "You still need to have an idea of where you are heading. And you might not want to ask directions if you are a stranger in the middle of an undesirable place or cannot speak the lingo."
As with most conversations, his wise words can be transferred to the matrix Standard. 'Signposting and referral to other relevant services where appropriate' feature in criterion 2e, but for me they hold strong links to criteria 4b and 6c in knowing the limitations of IAG and staff operating within the boundaries of their role.
What do we do with the initial enquirer who cannot effectively communicate his/her intentions or needs? Do we seek to assist or shake our head and point them to the exit? Increasingly, there are people who turn up at the inappropriate location because they have thought it was the place to learn English, develop computer skills or receive careers advice. So what do we tell them? Where do we send them? Do we take an interest in making sure that they end up in the most appropriate place?
Sadly, selling an unwanted product can also happen. My worst (but true) story of this came from a young man who went to a College to ask for advice as to whether he should seek to do a course as a plumber or an electrician. "You don't want to be either of those, you want to be a hairdresser," was the response. "Why do I want to be a hairdresser?" "Because my sister's boyfriend has just taken up hairdressing and he's earning mega bucks, more than you'll get as an electrician or a plumber," said the lady. "But that's not what I want," the lad pleaded. "Well that's your advice," she curtly concluded. I was intrigued to follow up his story, tracked down the person who had given this 'advice' and asked, "Why did you suggest to him that he should become a hairdresser?" "I know I'm only the Receptionist but I just like to try to help people," was her reply born of innocence.
The moral of the story is to ensure front-line members of staff are trained on how to deal with such situations and keep within their limitations. Managers need to check that employees hold awareness on how/where to re-direct enquirers.
And that is where criterion 5g kicks in – appropriate partnerships and networks are those that you have to cultivate to make sure that they are the appropriate other services. They should not be viewed as a convenient way of offloading a problem. How many of us do our best to ensure that the bewildered enquirer actually ends up where we have sent them? In many instances the potential client will have had to pluck up courage to cross our threshold – to imply that they have made a mistake will be a further dent in their confidence. Do we subsequently check with our partners whether or not they were able to help or were in fact the most suitable? If we are getting it right, we will be in regular dialogue with partners and within networks to exchange knowledge on how to reciprocally operate signposting and referral.
As for me, having recently relied on my road atlas to reach my destination and encountered new roads, a diversion scheme and delays caused by an accident I realised how vital the right information and direction is. But I got there because people were prepared to be helpful, precise in what they were saying and sufficiently knowledgeable to not send me the wrong way. I’m still not sure if I need Sat Nav!