Generic Units LA1 - LA30

LA1 Establish communication with clients
LA1.1 Establish communication with clients
LA1.2 Enable clients to decide whether to use the service

LA2 Support clients to make use of the service
LA2.1 Agree with clients their use of the service
LA2.2 Identify and provide the information required by clients

LA3 Develop and manage interviews with clients
LA3.1 Enable clients to explore their problems and concerns
LA3.2 Manage the interview process
LA3.3 Bring interviews to an end

LA4 Provide information and advice using the telephone
LA4.1 Establish the content and nature of the call
LA4.2 Sustain the call
LA4.3 End the call

LA5 Provide information to clients
LA5.1 Identify the information required by clients
LA5.2 Provide information to meet the needs of clients

LA6 Support clients to plan, implement and review action
LA6.1 Support clients to identify options to meet their needs
LA6.2 Plan action with clients
LA6.3 Review progress and revise plans with clients

LA7 Provide continuing support to clients
LA7.1 Enable clients to understand continuing support services available to them
LA7.2 Provide continuing support for clients who have been referred to another service
LA7.3 Monitor and review the progress of actions taken to support clients and agree future actions

LA8 Enable clients to act on their own behalf
LA8.1 Establish the nature of the client's needs and capabilities
LA8.2 Enable the client to act on their own behalf
LA8.3 Provide ongoing support for clients during the course of the action

LA9 Assist clients to gain access to other services
LA9.1 Identify the needs of clients for other services
LA9.2 Provide clients with information about other services

LA10 Provide and receive referrals on behalf of clients
LA10.1 Agree and implement referral procedures with clients
LA10.2 Review the quality of the referral process
LA10.3 Accept referrals from other agencies

LA11 Provide legal advice to clients
LA11.1 Explore and analyse the nature of the client's needs
LA11.2 Research information relevant to the client's situation
LA11.3 Provide appropriate and accurate advice to meet the client's needs

LA12 Manage legal advice cases
LA12.1 Establish the case file
LA12.2 Progress the case
LA12.3 Close the case

LA13 Act on behalf of clients in informal proceedings
LA13.1 Explore and analyse the nature of the client's needs
LA13.2 Research information relevant to the client's situation
LA13.3 Prepare to act on behalf of clients
LA13.4 Make representations on behalf of clients
LA13.5 Review cases in informal proceedings

LA14 Prepare cases for representation in formal proceedings
LA14.1 Research information relevant to cases
LA14.2 Prepare cases for formal proceedings
LA14.3 Prepare clients for formal proceedings

LA15 Represent clients in formal proceedings
LA15.1 Present cases for clients in formal proceedings
LA15.2 Review cases in formal proceedings

LA16 Negotiate on behalf of clients
LA16.1 Exchange offers on behalf of clients
LA16.2 Establish an agreement for clients

LA17 Design information materials for use in the service
LA17.1 Identify the objectives of the information materials
LA17.2 Obtain information for inclusion in the information materials
LA17.3 Design the format of the information materials
LA17.4 Create text and graphics for the information materials
LA17.5 Edit the information materials

LA18 Obtain and provide legal information materials
LA18.1 Identify the need for legal information materials
LA18.2 Obtain and supply legal information materials
LA18.3 Review the use and effectiveness of legal information materials

LA19 Manage personal caseload
LA19.1 Record and maintain case notes
LA19.2 Review personal caseload
LA19.3 Establish priorities for dealing with personal caseload

LA20 Evaluate and develop own practice
LA20.1 Evaluate own practice
LA20.2 Identify self-development needs

LA21 Evaluate the quality of client service
LA21.1 Plan how to measure customer/client service
LA21.2 Collect and analyse information on the service provided to customers/clients

LA22 Liaise with other services
LA22.1 Establish procedures for exchanging information with other services
LA22.2 Provide information to other services
LA22.3 Obtain information from other services

LA23 Operate within networks
LA23.1 Maintain membership of networks
LA23.2 Exchange information within networks

LA24 Influence changes to legislation, policy or practice
LA24.1 Identify and assess the effect of legislation, policy or practice at national or local level
LA24.2 Develop, agree and implement ways of influencing change to national or local legislation, policy or practice

LA25 Provide second-tier support to others
LA25.1 Establish the support needs of other organisations and advisers
LA25.2 Respond to the support needs of other organisations and advisers
LA25.3 Review the effectiveness of service provision with colleagues and other organisations and advisers

LA26 Set up and maintain client-referral systems
LA26.1 Establish client-referral and information-sharing principles and procedures to meet the needs of clients
LA26.2 Set up and agree systems and procedures for client-referral and information-sharing with other agencies
LA26.3 Monitor and evaluate the effectiveness of client-referral and information-sharing systems and procedures

LA27 Develop the capacity of the organisation to meet the needs of clients
LA27.1 Review and develop the capacity of the organisation
LA27.2 Develop flexible access to the service for all clients

LA28 Provide support for other practitioners
LA28.1 Agree to support other practitioners
LA28.2 Promote the effective practice of practitioners
LA28.3 Deliver support sessions to practitioners

LA29 Provide legal advice using electronic media
LA29.1 Research legal information and advice on the Internet
LA29.2 Refer clients to alternative sources of information and advice
LA29.3 Respond to client queries online

LA30 Facilitate communication using an interpreter
LA30.1 Establish and agree the communication support need of the client
LA30.2 Contract with and brief an interpreter
LA30.3 Facilitate communication through an interpreter