All practitioners – no matter their job role – must be able to elicit simple, factual information from the customer in order to signpost them to appropriate sources of further support, advice or information.

E1	Obtaining information Awareness of: Different reasons customers may have for seeking information. The type of information or areas in which support might be sought (e.g. debt, borrowing, welfare and benefits). The importance of timely action. Ask basic questions to obtain information about the customer’s circumstances.
E2	Signpost the customer to appropriate sources of further information or support, in line with organisational procedures. Where red flags are identified, alert, or refer customers to, appropriate authorities (e.g. police, food bank, shelters) – as per your organisation’s own policy.