1. New customer journey Self Help Referral Assessment Solution
Referral
Client self refers by calling a central number
Client self refers through website
Agency refers using a direct line for professionals
Assessment
Triage process by telephone conducted by trained adviser to determine needs and establish next steps
Solution
Advice needs addressed within triage process
Appointment made at local bureaux
Signpost/referral to more specialist service
Client accesses self help support through website(s)
Data Capture
Client record created on central database
Outcome = Evidence

2. Data Capture/Tracking
New customer journey
Referral
Assessment
Solution
Data Capture/Tracking