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IAG Policy

Information Advice and Guidance (IAG) Policy
To deliver a high quality, free and impartial information advice and guidance service, to enable our users to make well informed and realistic decisions on their future prospects.
-To empower users to become more self-reliant and better positioned to manage their personal circumstances, health and wellbeing in order to achieve their career goal.
-To develop users employability skills in line with their agreed career goal.
-To facilitate volunteer & work placements to develop user skills, knowledge and experience in line with their career goal.
-To support users to secure and sustain work, including continued career development.
Priority users groups are NEET (Not in Education, Employment or Training) Young People from the local communities within Luton Borough.
What users should expect
An IAG service that:
• is free
• confidential
• individually tailored to meet your needs
• takes into account personal circumstances; a whole household approach
• provides information that is easy to access and understand, clear, relevant and up to date
• embeds equality and diversity throughout all of the provision
• treats you with respect
• provides a clean, safe and comfortable environment
IAG staff who:
• are experienced
• continually undertake relevant training to update their knowledge and understanding
• are friendly, helpful and professional

A minimum level of service that:
• will introduce you to the service and have an agreement with you about expectations
• provide you with a personalised action plan and define your career goal(s)
• ensures regular contact and reviews i.e. once a month face to face appointments
• tracks and measures personal progression
• facilitates a range of interventions to address your health needs including CBT courses, 1-2-1 lifestyle advice and peer to peer support
• offers mock interviews, voluntary opportunities and access to an IT suite for job searching and online training
• will work with employers to match you to vacancies and facilitate ‘working interviews’.
• will provide support to you whilst in work to help you stay in work and progress your career.
• will signpost you to other services when it is beyond their expertise
An IAG service that will embed quality by:-
• undertaking service observations to ensure we offer impartial, unbiased IAG
• auditing customer records to ensure that minimum service levels are being offered
• fostering partnerships to maximise the opportunities available to help you progress
• retaining relevant quality standards including Investors In People status and The Matrix Standard assessment.
• being a disability confident employer
• adopting a ‘test and learn’ approach
How you can work with us to co-design our service:
We will:-
• work with you to ascertain and understand your IAG needs and how you think these can be best met.
• welcome suggestions for improvement
• offer you the chance to say what you think about the IAG and provision you were offered/given
• tell you who to contact and what to do if you’re unhappy with any part of our service
• collate and analyse feedback from customer, volunteer and staff forums in a ‘you said, we did’ format

Definitions of Information Advice & Guidance (IAG) according to NCFE
Information is considered to be any fact, set of facts or knowledge. Information is communicated by others or obtained by personal study or investigation.
• From leaflets or articles regarding your organisation.
Information is factual and not based on opinion or one person’s point of view; therefore it is normally something you can rely on.
Advice is a recommendation and is not always based on fact. Advice is normally given if a person provides more information about their situation.
Examples of advice within the workplace include:
• A recommendation to speak to a certain department or person
• A recommendation of who to speak to based on a question or information provided by the client. (For example, a client explaining they have had problems with their rubbish collection and are unsure who to speak to, you may well advise them to speak to the refuse department.)
Advice is based on the person’s experience and knowledge. Advice is not always based on information and therefore can often be wrong or misguided. It is important to be as accurate as possible when giving advice to clients.
Advice is normally based on short conversations and is not normally reviewed once given.
Guidance is commonly known as the act of guiding, leading or providing direction. Guidance is often carried out over a long period of time. It is normally given by an experienced and appropriately qualified person, such as a careers’ advisor or counsellor.
Examples of guidance within the workplace could be:
• A newly appointed member of staff being given a mentor within that organisation.
• A housing advisor helping a client and explaining the different options and available to them.
The key differences between information, advice and guidance
Information in the workplace is often obtained by:
• Clients either coming into the workplace in person or by calling on the telephone to ask questions. (For example, ‘What are your opening times?’ or ‘Could you give me the phone number for…’).
The main differences between information, advice and guidance are listed in the table below.

Fact or Judgement Experience needed Qualification needed One off or reviewed
Information Fact No No One off
Advice Judgement Yes No One off
Guidance Judgement Yes Normally Reviewed

As you can see from the table above, information is factual and is normally given by someone who knows the answer. It does not normally require any experience or qualifications and is normally not reviewed. Examples of information are opening times of a department or the name of the complaints manager. Information may be given by junior members of the team.
Advice is based on a person’s judgement rather than fact. It is normally given by people with experience who do not always need a specific qualification and again is not normally reviewed. For example, a senior member of the helpdesk advising a client of the best person to talk to.
Guidance is also based on a person’s judgement rather than fact. It is normally given out by more experienced members of staff with a specific qualification and is reviewed over time. For example, a careers’ officer giving guidance to a client regarding work opportunities

• Information is considered to be any fact or set of facts or knowledge either communicated by others or obtained by personal study or investigation.

• Advice is recommended with some action and is not always based on fact.

• Guidance is commonly known as the act of guiding, leading or providing direction.