Access to Support Services

Client Access to Support Services:

  • Formal and appropriate informal interaction with clients helps to assess their needs
  • Staff should take responsibility to sign-post clients to services
    Staff members should ask for training in support areas where they feel they have a lack of knowledge
  • The peer-support of staff is important, remember that colleagues may have experience / knowledge of certain areas or situations
  • When engagement breaks down with a client we should be planning how to re-engage in the future learning lessons from our previous experiences

Banning of Clients:

  • A rigid banning policy is inappropriate, clients have different factors which must be taken into
    account, but this needs to recognise a requirement for a consistent approach following Huggard’s policies, procedures and guidelines
  • Staff directly involved in incidents should be consulted, whenever practicable, when lifting bans


Accurate data on the relationships that we have with clients provides a valuable tool for client
engagement. Huggard has a developed database resource and it is important that all interactions with
clients are captured on this in order to build a full picture of the needs, achievements and challenges
of each client. All staff members have a responsibility to keep the database updated.

‘It is important that the database captures positive as well as negative interactions’.

Effective Use of the Database Will:

  • Build a full picture of clients to enable any staff members to support them when needed
  • Support a consistent of approach as clients progress through their journey with Huggard and their main points of contact change
  • Create a strong picture of outcomes and success for creating a case for support to funders

‘It is important that we record a full picture of clients’ needs and achievements’.

As Such We Should Record:

  • Information on all support provided
  • Risk assessments
  • Health and safety issues
  • Evidence, no matter how small, of client progress and achievements
  • Attendance
  • Behavourial changes – positive and negative
  • Referrals
  • Appointments (internal and external)
  • Bans
  • Criminal activity
  • Negative behaviour
  • Engagement in activities
  • Direct client contact

We Should Not Record:

  • Personal opinions
  • Unevidenced statements / judgements
  • Hearsay

‘Staff who are unsure as to how to use the database should ask for training‘.


It is really important that we respect each other, and understand the challenges and opportunities
contained within each other’s roles. This includes the way we work with colleagues and clients. It is
possible to learn from the experiences of colleagues and this can be achieved through informal
discussion along with more formal methods such as task and finish groups. These can provide
opportunities to learn from each other on topics such as ‘engaging with the hardest to engage clients’.

‘It is also important that we spend time to understand the full scope of roles of colleagues. Systems such as buddying help us to do this’.

This understanding has a number of positive consequences including:

  • Increasing a team ethos through creating a wider understanding of roles.
  • An understanding of the full reach of job roles enables the building of effective links
    throughout the organisations to support client engagement
  • An understanding of roles and associated challenges, enables peers to identify areas that they can support each other and create effective and efficient ways of working

In Building Respect:

  • Treat people how you would wish to be treated
  • Show empathy
  • Support clients to make their own decisions
  • Respect privacy
  • Take time to get to know clients and colleagues
  • Maintain promises and commitments and don’t make unrealistic commitments
  • Ensure consistency and equality of approach
  • Maintain professional boundaries





< Building Team EthosIndex – Skills to do the Job >





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