Signposting Information
What signposting involves
How we respond
What we will do
Information Sources
People who deliver our signposting service:
Monitoring and Evaluation
Author
What signposting involves
Our signposting service is likely to receive requests for information in a centre, at a lunch club or at a presentation meeting where we have provided a speaker, at an exhibition and when staff or volunteers are in the street.We also receive requests by telephone, email, some via our website request service, fax and by post.
We know that questions arise when older people, their carers of all ages, organisations that do not specialise in helping older people, the media and professional workers meet new and changing circumstances in their lives. Back to top
How we respond
We attempt to record every request for information, even where the enquirer wishes to remain anonymous so that we can alter our method to the benefit of those who use our services.We will respond in a courteous and friendly manner to all enquirers as we want to maintain our reputation for accuracy and to ensure that we help and do not mislead or confuse. Back to top
What we will do
> Provide details of another agency specifically requested by the user who believes that that agency can assist them> Diagnose a user?s situation in order that an appropriate source of help or information can be identified
> Signpost users to sources of quality assured advice, and informationabout services for older people. They may also be given information about their rights.
> Signposting (as opposed to referral) leaves the responsibility for taking action or contacting another agency with the user Back to top
Information Sources
We will need up-to-date information about national and local sources of help that is available and relevant to the needs of older people. This will include theCommunity Legal Service Directory.
We will ensure that the information we have is accessible to all sections of
the community regardless of first language or disability and takes into account sexual orientation and cultural issues.
A huge range of leaflets on rights is available. We will ensure that the information we keep about rights and about services is up-to-date by the use of an Information database recording stocks ordered and received.
We provide Age Concern Factsheets That offer a great deal of information on the rights of older people on many different topics
These are available free of charge and we will order them from the Age Concern Information Line. Up to five factsheets can be sent out without charge. Alternatively we can copy or print from the Age Concern website. Written Factsheets are replaced and amended at the Age Concern centre on the day they arrive. Notification for updates is checked daily on the JANet website and information can be printed from that source. A donation is normally requested for this local service. Back to top
People who deliver our signposting service:
As indicated above, the task of signposting and providing information is notrestricted to those who provide specialist ?information? services.
All staff and volunteers will be aware of and equipped to provide a signposting service.
Induction and training of all Age Concern staff and volunteers who deal with older
people will include an introduction to information and signposting.
No-one working for the organisation and involved in signposting will attempt to give information which does not have a written/ IT source that is recognised and authorised by the Chief Officer.
Anyone who believes that they have misinformed or misdirected an enquirer must report the matter as soon as possible. All service complaints must also be recorded and passed to the Chief Officer without delay. Back to top
Monitoring and Evaluation
All leaflets will be removed when out of date, torn or dirty.Factsheets will be checked quarterly from April 2004 to ensure that they are up to date with the Age Concern web site list.
Local sources of information will be checked quarterly from the above start date.
All written or telephoned requests for information will be recorded noting the type of information given. These requests will be sample checked every six months for accuracy. Back to top