Referral Policy Statement
Birmingham Libraries and Information Services offer a free, high quality, impartial information service to anyone who lives, works or studies in Birmingham.
When Birmingham Libraries cannot provide an answer, we will refer to an alternative source of help. Referral also happens when another organisation offers services that match the needs of the customer more closely.
All staff will be trained to the Birmingham Libraries Enquiry Standard. Training will enable staff to recognise when, and how, to refer enquiries to other information providers. As a member of nextstep - advice and on learning and work for Birmingham and Solihull, all referrals will reflect the impartiality of the Libraries Service as an information provider
All information relating to a customer's enquiry will be treated confidentially. Staff will be sensitive to the nature of any discussion and individual circumstances. Where an informal setting is inappropriate, staff will offer a more suitable place and time with the customer's agreement.
All personal details will be treated in accordance with the Data Protection Act.
Birmingham and Solihull Information, Advice and Guidance (IAG)