Getting started with a new Client

When meeting a new client for the first time, it is important to get to know them and to ask questions that will help you to understand their needs. This will then help you to decide what it is that they need support with and whether you (or your wider group) are best placed to provide that support.

We understand that it can sometimes feel quite daunting to have these initial conversations with your client. If you are not sure where to begin, read the information below to help guide your conversation. You do not need to ask these questions in a prescriptive way. These are simply here to raise awareness of the types of topics that may be useful to consider. You are able to record all of this information directly in the Client Record either during this conversation or at a later date if you decide that it is relevant to supporting your client.

Previous support history

Find out whether they have received support from your Group before.

If they have, what did this involve? Is this support still needed?

Reason for contacting your Group

Try to understand why your Group has been contacted.

  • Has the Client requested support?

  • Has the request come from someone else?

  • What support is being requested?

Independence Level

Try to understand how independent they are during day to day living.

  • Do they live on their own?

  • Are they currently receiving support? If so, who from (e.g. family, friends, carers, volunteers), what does it involve and are they dependable?

  • Do they prepare their own food?

  • Do they do their own shopping?

    • If no, who provides their food?

    • Do they get it delivered?

    • Does someone do their shopping for them?

  • Are they responsible for the upkeep of their property?

Recent changes to circumstances

Are there any recent changes to the individuals circumstances that could be impacting the Client’s ability to cope?

For example:

  • A recent bereavement,

  • hospital visit,

  • house move,

  • recent accident,

  • or a friend has moved away.

Social isolation

Try to identify whether the Client is at risk of being socially isolated or lonely.

Add this as option to include more information:

  • Do they have a social network?

  • Do they interact with others in the local community?

  • Do they have neighbours? If so, are they friendly with them and do they live there permanently?

  • Do they have family that live nearby?

  • Are they computer literate and able to access the internet?

Underlying medical conditions

Does your Client have any medical conditions?

  • If yes, try to understand whether they need help to manage that condition.

  • How do they currently receive their medication, how do they travel to appointments?

  • Does the condition impact their daily life?

Pet care

Does your Client have pets?

  • If so, do they need regular exercise and can your Client manage this?

General Observations

You may also pick up information about your Client’s needs by observing your surroundings during the visit:

  • Overall is there evidence that the Client is managing to look after their living space and surroundings or is there reason for concern?

    • Is their home particularly untidy or unhygienic?

    • If the property has a garden, is it significantly overgrown?

  • Is there anything about the individual’s looks, speech or mannerisms that may be a concern or suggest that the individual may not be managing to look after themselves as well as would be expected?

  • Is the Client’s capacity to look after themselves limited in any way?

    For example, concerns with their eyesight, hearing, mobility, confidence, lack of mental capacity.

Next Steps

After having an initial conversation with your Client, you will decide what support they need and whether you are best placed to provide it. If you are able to offer support, please go to the CHAI Client Record and complete the Support being offered by our group form.

As you are now aware of the support that your Client needs and you have completed the CHAI Training Exercise, you should be fully equipped with everything that you need to start using CHAI to help support your Client. If you require further assistance then please refer to the User Guide.

If your Client was initially assigned to the Arrivals Team then please make sure the Client is re-assigned to the appropriate CHAI Team. Seek advice from your Team or Group Manager if you are unsure of this process.