Information Advice and Guidance (IAG) Policy

AimTo deliver a high quality, neighbourhood based, free and impartial information advice and guidance service, to enable customers to make well informed and realistic decisions on their pathway to employment.


  • To empower customers 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 customer’s employability skills in line with their agreed career goal.
  • To facilitate volunteer & work placements to develop customer skills, knowledge and experience in line with their career goal.
  • To support customers to secure and sustain work, including continued career development.

Priority customer groups are ‘out of work’ residents from the local communities within Netherthorpe Upperthorpe and Langsett. The service also supports ‘out of work’ residents from across Sheffield.

What customers 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 and qualified
  • 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

This service and policy is delivered in accordance with the principles of the nationally recognised matrix quality standard (

You can view the signed version of this policy by clicking the following link to view the PDF version, see below.

View the IAG Policy PDF.

Definitions of information, advice and guidance can be downloaded here.