Making appropriate referrals

It is important to establish whether a case should be referred to a specialist or more experienced adviser, and whether there is a mechanism in place for referring cases, if appropriate, to other outside organisations.

Record key dates (eg, court hearings) and time limits so they are not missed, and adequate preparation can be made. It may be appropriate to keep a record of referrals to track the outcome.

Once a case is opened, keep a record of the case and the client’s name and address to ensure the file can be accessed in the future should the client return after the case is closed.

In some situations, you may not do any work for the client, but instead signpost them to a more appropriate organisation.