1. Housing Information and Advice software What do we need to consider?

2. Where do we start from?  Existing software systems incompatible  Internet – poorly maintained  Intranet – poor relation  Incomplete electronic and paper manuals  Inconsistent staff training  No process planning  Partner agencies add complexity

3. What results from this?  Duplication of effort  Lack of credibility & sustainability  Staff confusion about ‘authenticity’  Silo-working mentality  No advice ‘backbone’ for staff  Poor quality of public advice

4. What do we want?  Good advice, delivered by confident, well supported staff  Quick access to information, for staff  Easy public access to Housing Options  Public should be encouraged to self-refer  All types of housing advice must be made available in varied formats from a single source

5. ...but first  Decide how we want to help people  Do we need to insist on face-to-face contact?  Or does a lack of resources prohibit this?  How important is self-help and what are the dangers?  How much of what kind of advice, delivered in what way?

6. Practical considerations  How will we ensure advice is up to date?  Do we have the staff resources to maintain it?  If advice is given in different formats (e.g. Internet, leaflets, staff manuals) how do we keep them synchronised and... ...avoid inconsistency  Finally – not all LA’s have the same advice requirements– so how can we harmonise?

7. ELC Preferred Model Housing Information and Advice database Full Advice Procedure Manual for advisors and others Self-advising material at ELC Sites Self-advising material on ELC website Pdfs of topics for printing