Secrets to Mastering Ex-Employee References: A Step-by-Step Approach
Navigating the complexities of providing ex-employee references requires meticulous attention to legality and professionalism. Amidst the frequent requests for job references, organisations face significant risks of legal action if they improperly disclose information regarding a former employee’s job performance. Such tasks should not be taken lightly, given that statements about an ex-employee can lead to unfair dismissal claims, victimisation, and even legal repercussions under the data protection act if handled carelessly. Therefore, adopting a systematic approach is critical for maintaining transparency and avoiding potential pitfalls that could lead to employment tribunal cases or compensation claims. Including accurate employment references in the UK context is essential to navigate these legal waters effectively.[1] [2].
Crafting a reference demands a balancing act between honesty and adherence to the Data Protection Act, ensuring that whatever is conveyed in the reference—from employer feedback to character reference—is both fair and accurate to prevent misleading future employers. While some companies prefer to limit their responses to basic information like employment dates and job titles to sidestep defamation and discrimination claims, others recognise the importance of providing detailed employment references that contribute positively to an ex-employee’s future job prospects. This delicate handling is paramount not just to shield the organisation from legal action but also to fulfil professional courtesy without compromising the settlement agreement or stirring an employment tribunal. Understanding employment law and data protection law is crucial in this process.[3] [4].
Understanding the Value of Ex-Employee References
Ex-employee references hold a pivotal role in the recruitment process, offering a comprehensive view of a candidate’s past performance and behaviour in the workplace. They serve as a critical tool for employers to verify the information provided by applicants and to assess their suitability for a role. However, navigating the landscape of giving and obtaining references can be fraught with legal and ethical considerations.
The Dual Edge of Employee References
- Verification of Candidate InformationReferences provide a means to confirm the accuracy of the information presented by candidates, including their employment history and qualifications. This is especially crucial in sectors with high standards, such as healthcare, where confirming a candidate’s background is fundamental.[20].
- Assessment of SuitabilityBeyond verifying facts, references can offer insights into a candidate’s abilities, work ethic, and compatibility with the team. Detailed references from previous line managers, enriched with positive feedback, can be instrumental in building a picture of what the candidate can bring to the table, aiding in the decision-making process for new hires.[16].
- Legal and Ethical ConsiderationsWhile references are invaluable, they come with their share of challenges. Employers must tread carefully to avoid legal repercussions, ensuring that references are truthful, non-discriminatory, and comply with data protection laws. Misleading or inaccurate references can lead to legal liability, affecting both the former and prospective employers. It’s essential to understand that while it’s not illegal to give a bad reference, any feedback provided must be truthful and fair to avoid legal complications.[19].
Navigating Challenges
Employers encounter various challenges in both providing and obtaining references. Company policies may restrict the type of information that can be shared, often limiting references to basic employment details. Fear of legal challenges from ex-employees may also deter managers from providing detailed references. On the flip side, obtaining meaningful references can be difficult due to these restrictive policies, leaving employers with limited information to base their hiring decisions on. It’s noteworthy that while employers can refuse to give a reference, doing so must align with their policy to avoid discrimination claims.[16].
Alternative Reference Tools
In situations where obtaining traditional references proves challenging, employers can resort to alternative tools such as testimonials. These can be effective in supporting interview decisions when a thorough company reference is not available. Asking candidates for names of previous managers and structuring reference questions around job competencies can also yield more purposeful references.[16].
Ex-employee references, when handled correctly, can be a treasure trove of information, aiding employers in making informed hiring decisions. However, the process requires a delicate balance of legal compliance, ethical consideration, and practicality to ensure that it serves its intended purpose without unintended consequences.
Navigating Legal and Ethical Considerations
Navigating the intricacies of legal and ethical considerations when dealing with ex-employee references is a delicate balance that employers must manage to protect themselves and ensure fairness. This section delves into the key aspects that organisations must consider to maintain this balance effectively, with a keen understanding of employment law being paramount.
Legal Obligations and Rights
There is no overarching legal obligation for employers to provide references for former employees, with the notable exception of the financial sector where regulations dictate otherwise.[21][22][25]However, if an employer chooses to provide a reference, it must be fair, accurate, and not misleading, exercising reasonable care and skill, as they owe a duty of care not only to the former employee but also to the prospective new employer.[21][22].
The Risk of Providing Misleading References
Employers who provide references that are either overly positive or negative without factual accuracy expose themselves to legal risks. On one hand, a misleadingly positive reference can lead to claims from new employers if the employee does not meet expectations, potentially resulting in a lost job offer due to a bad reference.[21]On the other, negative references, especially if found to be untrue, can lead to claims of defamation, discrimination, or even victimisation if linked to unfair dismissal proceedings. It’s crucial to understand that while giving a bad reference is not illegal in the UK, it must be truthful and can lead to legal challenges if it’s found to be malicious or unfounded.[21][22][23].
Policies and Practices for Mitigating Risks
To mitigate these risks, many employers have adopted policies of providing only basic factual references, such as employment dates and job titles, avoiding subjective assessments of the employee’s performance.[21]Additionally, some employers include disclaimers in references to minimise liability from any potential inaccuracies.[21].
Discrimination and Defamation Concerns
Employers must be vigilant to avoid discrimination or defamation when providing references. This includes ensuring that any negative references are based on factual evidence and free from discriminatory bias, including race, age, disability, and pregnancy discrimination.[27]The legal landscape varies by jurisdiction, but the principle remains that employers should provide references that are truthful and substantiated, ensuring they reflect the truth.[22][27].
Data Protection and Employee Rights
References involve the handling of personal data, which is regulated under data protection laws. Employers must ensure that the content of a reference complies with these laws, treating the information fairly and lawfully, especially when it involves sensitive personal data.[26][28][29]Moreover, employees have the right to challenge references they believe to be unfair or misleading, potentially leading to legal claims for damages if they create a misleading impression.[23][29].
Transparency and Consent in Reference Checks
The importance of transparency and obtaining consent from candidates before conducting reference checks cannot be overstated. This approach not only aligns with data protection regulations but also fosters trust and cooperation from candidates, leading to more meaningful reference feedback.[30].
In summary, navigating the legal and ethical considerations of providing ex-employee references requires a careful and informed approach. Employers must balance their duty of care to both the former employee and the prospective employer, adhere to employment law and data protection law, and avoid any form of discrimination or defamation. By implementing clear policies and practices, employers can mitigate risks and navigate this complex landscape more effectively.
Strategies for Requesting References
When embarking on the journey of securing ex-employee references, the approach you take can significantly impact the quality and effectiveness of the references you receive. Here’s a step-by-step guide to navigating this process with professionalism and tact.
Choosing the Right Referees
- Identify Potential RefereesConsider individuals in senior positions to you at your most recent job who are familiar with your work and can vouch for your skills and character. Suitable referees might include a manager, a human resources representative, or a more senior colleague.[36].
- Verify Willingness to ReferBefore listing someone as a reference on a job application, confirm that they are willing and prepared to endorse your skills and experience. This step ensures their readiness to provide a positive reference.[36].
Making the Request
- Timing Your RequestIf you require a reference letter, ask your potential referee as early as possible. This gives them ample time to craft a letter that accurately reflects your achievements and contributions.[36].
- Method of RequestThere’s flexibility in how you ask for a reference, whether verbally or in writing. If you’re on good terms with your former boss or referee, a verbal request may suffice. However, a written request, such as an email or physical letter, provides a record of the communication.[36].
Enhancing Your Reference’s Impact
- Explain Your ChoiceBriefly share why you’ve chosen them as your referee. This not only shows appreciation but also reinforces your belief in their ability to provide a meaningful reference.[36].
- Be Polite and ConsiderateAcknowledge the time and effort involved in providing a reference. Expressing gratitude can go a long way in ensuring a positive response.[36].
- Highlight Your AchievementsRemind your referee of specific accomplishments during your tenure at the company to help them provide a detailed and positive reference.[36].
- Simplify the ProcessProvide your referee with all necessary information, including your current contact details and, if applicable, a reference template. This makes it easier for them to fulfil your request efficiently with a template reference.[36].
- Follow UpIf you haven’t received a response within a reasonable timeframe, send a polite reminder. This ensures your request hasn’t been overlooked.[36].
By following these strategies, you can effectively secure references that bolster your job application, showcasing your skills, abilities, and work ethic to potential employers.
How to Address Unavailable or Problematic References
In the professional realm, encountering unavailable or problematic references is not uncommon. Addressing these challenges requires a strategic and thoughtful approach to maintain credibility and ensure the continuation of your career journey. Here are actionable steps to navigate through such scenarios:
Follow Up and Offer Alternatives
- Initiate Follow-UpIf a reference is unresponsive, reach out to them to check if they’ve received the request or need help providing the information. Their non-response could be due to oversight or personal challenges.[41].
- Provide an Alternative ReferenceShould the original reference remain unavailable, it’s prudent to offer an alternative. Select someone who can attest to your qualifications and work ethic effectively.[41].
Transparent Communication with Employers
- Inform the EmployerCommunicate the situation regarding the non-responsive reference to the potential employer. Honesty and transparency about your efforts to rectify the situation can build trust and show your true dedication.[41].
- Explain the CircumstanceIf there’s a specific reason why a reference can’t respond, such as being out of the country or dealing with personal issues, explaining this to the employer can mitigate concerns.[41].
Leveraging Documentation and Other References
- Additional DocumentationProviding certificates, awards, or performance reviews can bolster your application, showcasing your skills and experience in the absence of a particular reference.[41].
- HR Department and Former ColleaguesFor more personalised references, reaching out to your previous firm’s HR department or former colleagues can be beneficial. They may provide a default or tailored reference, respectively.[42].
Creative Solutions and Professional Networking
- Outside-of-Work ReferencesConsider references from volunteer coordinators, community group leaders, or even clients and vendors you’ve worked with. These individuals can offer valuable insights into your professional abilities.[42][43].
- Maintain an Updated Reference ListKeeping in touch with potential referees and ensuring they are willing to provide feedback is crucial. This proactive approach can prevent future reference-related issues.[44].
Addressing Negative References
- Negotiate with Former EmployersIf faced with a negative reference, attempt to negotiate a more neutral stance. This could involve explaining any misunderstandings or highlighting your professional growth since then.[47].
- As a last resort, if a former employer continues to provide unfairly damaging references, considering the legal costs and benefits, legal action may be a viable option to protect your professional reputation.[47].
By adopting these strategies, individuals can effectively navigate the challenges of unavailable or problematic references, ensuring they do not hinder their career progression.
Leveraging LinkedIn for Reference Checks
In today’s digital age, LinkedIn has become an invaluable tool for both employers and job seekers alike, offering a platform for professional networking and career development. When it comes to.reference checksLinkedIn provides unique opportunities to validate a candidate’s experience and skills, as well as to understand their professional network and reputation. Here are some strategies for effectively leveraging LinkedIn for reference checks:
1. Verify Candidate Information
Employers can use LinkedIn to confirm the accuracy of the employment history and qualifications listed on a candidate’s resume. By reviewing the candidate’s LinkedIn profile, employers can check the dates of employment, job titles, and responsibilities against the resume to ensure consistency and accuracy.[56].
2. Assess Soft Skills and Professional Contributions
LinkedIn profiles often highlight endorsements and recommendations from colleagues and supervisors, which can provide insights into a candidate’s soft skills, such as teamwork, communication, and leadership abilities. These endorsements and recommendations can also shed light on the candidate’s contributions to previous roles and projects, offering a more comprehensive view of their professional capabilities.[56].
3. Utilise LinkedIn Talent Solutions
For a more streamlined and efficient reference-checking process, employers can take advantage of LinkedIn Talent Solutions, which offers integration with various automated reference-checking software. Some of the software partners to consider include Zinc, Xref, Crosschq, SkillSurvey, and Referoo. This integration allows employers to better track their progress and enhance their recruitment workflow, making the reference-checking process more effective and less time-consuming.[56].
4. Conduct Off-Reference Checks
In addition to contacting provided references, employers can also perform off-reference checks by reaching out to mutual connections or individuals who have worked with the candidate at previous organisations. This approach can provide additional insights into the candidate’s work ethic, performance, and interpersonal skills. However, it’s important to proceed with caution and respect privacy and confidentiality.[57].
5. Prepare References for Effective Feedback
To ensure that reference checks yield valuable and relevant information, it’s beneficial for candidates to prepare their references in advance. This preparation can include reviewing the position description, reflecting on interview questions, and providing references with key points or achievements that are important to share with the reference checker. By doing so, candidates can help their references provide coherent and polished responses that accurately reflect their qualifications and potential.[57].
In conclusion, leveraging LinkedIn for reference checks offers a multifaceted approach to validating a candidate’s professional background and capabilities. By verifying candidate information, assessing soft skills, utilising LinkedIn Talent Solutions, conducting off-reference checks, and preparing references for effective feedback, employers can make informed hiring decisions and secure the best talent for their organization.[56][57].
Best Practices for Providing References as an Employer
When providing references for former employees, employers play a crucial role in the future career prospects of their ex-employees. Adhering to best practices ensures that the process is beneficial for both the employee and the receiving organisation, while also protecting the employer from potential legal implications. Here are some guidelines to follow:
1. Decide on the Type of Reference
Employers have the flexibility to offer either a basic or detailed reference. A basic reference typically includes the employee’s job title and dates of employment, while a detailed reference may cover aspects such as skills, abilities, experience, and reasons for leaving the job.[66]The choice between a basic and detailed reference depends on the employer’s policy or the specific request from the prospective employer.[66][68].
2. Ensure Accuracy and Fairness
It is imperative that any reference provided is accurate, fair, and not misleading. This includes being mindful not to include irrelevant personal information or opinions that cannot be substantiated with evidence.[66]Employers must also be cautious of discrimination law, ensuring that references do not unfairly penalised absences related to disability or parental rights, for instance, to avoid disability discrimination.[66][67].
3. Follow Legal Obligations
While there is no overarching legal obligation to provide a reference, certain sectors and circumstances may require it. Employers should be aware of their specific industry requirements and any promises made to employees regarding references.[67][68]Failure to provide a reference, especially in dubious circumstances, can have serious consequences for the ex-employee and potentially lead to legal liabilities for the employer.[67].
4. Consider Liability
Employers can be held liable for the content of a reference, especially in cases where a reference is negligently or maliciously inaccurate, leading to a potential negligence claim or allegations of negligent misstatement. To mitigate this risk, some employers opt for providing only factual references and including disclaimers to minimise liability.[67][69].
5. Maintain Consistency and Professionalism
Adopting a consistent approach to providing references helps avoid allegations of discrimination. References should be marked as private and confidential, and all comments made should be justifiable.[68][70]Employers should also ensure that the process of providing references is aligned with their organisation’s policies and that employees responsible for drafting references are familiar with these best practices.[68].
6. Handling Negative References
If providing a negative reference is necessary, it should be based on factual information and related to the job performance. Employers should tread carefully, ensuring any negative feedback is not malicious and is supported by evidence, maintaining truthfulness.[69][63].
By adhering to these best practices, employers can provide references that are helpful, fair, and legally compliant, thereby supporting their ex-employees’ career transitions while maintaining their own reputations and minimising legal risks.
Conclusion
Throughout this comprehensive exploration, we’ve underscored the multifaceted nature of managing ex-employee references, highlighting the legal, ethical, and strategic dimensions imperative for both employers and employees. Our step-by-step approach has delineated the significance of managing references with precision and care.crafting referencesThis precision and care in managing references can significantly impact an individual’s career trajectory and an organisation’s reputation. By adhering to best practices and maintaining a balance between honesty and adherence to data protection laws, employers can mitigate legal risks while facilitating their former employee’s future employment opportunities.
As we conclude, let it be a reminder that the practice of issuing and obtaining ex-employee references, while intricate, serves as a crucial bridge in the employment continuum. For employers, the challenges it presents are counterbalanced by the opportunity to contribute positively to the professional journey of their former employees with honesty and integrity. For job seekers, understanding the nuances of references can significantly enhance their employment prospects, fostering trust and confidence across industries.
References
[1] – https://www.sigmarecruitment.co.uk/providing-references-be-careful-what-you-say/
[2] – https://oculus-hr.co.uk/blog/employment-law/dos-and-donts-of-ex-employee-references/
[3] – https://www.summitlawllp.co.uk/obligations-in-providing-employee-reference/
[4] – https://www.gov.uk/work-reference
[5] – https://harwood-hr.co.uk/do-i-need-to-provide-ex-employees-with-an-employment-reference/
[6] – https://www.linkedin.com/pulse/pros-cons-giving-employee-references-hasl-kelchner-m-b-a-j-d-
[7] – https://www.shiftbase.com/glossary/employer-reference
[8] – https://www.linkedin.com/pulse/value-reference-checks-hiring-process-theprinciplegrp-1f
[9] – https://www.pagepersonnel.co.uk/advice/management-advice/attracting-candidates/references-importance-recruitment
[11] – https://www.linkedin.com/pulse/pros-cons-giving-employee-references-hasl-kelchner-m-b-a-j-d-
[12] – https://www.pagepersonnel.co.uk/advice/management-advice/attracting-candidates/references-importance-recruitment
[13] – https://autocarealliance.org/pros-and-cons-of-providing-employment-reference-checks/
[14] – https://www.brighthr.com/articles/hiring/references/
[16] – https://www.pagepersonnel.co.uk/advice/management-advice/attracting-candidates/references-importance-recruitment
[17] – https://www.sigmarecruitment.co.uk/providing-references-be-careful-what-you-say/
[18] – https://www.cv-library.co.uk/recruitment-insight/ever-provide-bad-reference-former-employee/
[19] – https://cms-lawnow.com/en/ealerts/1999/01/the-pitfalls-for-employers-when-giving-references-for-former-employees
[20] – https://refnow.com/blog/healthcare-recruitment-why-reference-employment-history-checks-are-so-important
[21] – https://www.summitlawllp.co.uk/obligations-in-providing-employee-reference/
[22] – https://cms-lawnow.com/en/ealerts/1999/01/the-pitfalls-for-employers-when-giving-references-for-former-employees
[23] – https://www.gov.uk/work-reference
[24] – https://emlaw.co.uk/employee-references-a-guided-tour/
[25] – https://www.acas.org.uk/providing-a-job-reference
[26] – https://www.cipd.org/uk/knowledge/guides/pre-employment-checks-guidance-for-organisations/
[27] – https://harver.com/blog/the-legal-issues-of-reference-checking/
[28] – https://www.veremark.com/blog/avoiding-legal-pitfalls-around-employee-referencing
[29] – https://practiceindex.co.uk/gp/blog/handling-tricky-reference-requests-for-current-or-ex-employees/
[30] – https://www.linkedin.com/pulse/ethical-reference-checks-its-due-diligence-espionage-babu-bhaskaran-xpmwf
[31] – https://uk.indeed.com/career-advice/starting-new-job/reference-from-previous-employer
[32] – https://unlock.org.uk/advice/references/
[33] – https://www.jobsite.co.uk/advice/sample-letter-requesting-reference-from-previous-employer
[34] – https://hiverhq.com/blog/ask-employee-reference-email-templates
[35] – https://www.citizensadvice.org.uk/work/after-leaving-your-job/getting-a-job-reference/
[36] – https://uk.indeed.com/career-advice/starting-new-job/reference-from-previous-employer
[37] – https://unlock.org.uk/advice/references/
[38] – https://emlaw.co.uk/employee-references-a-guided-tour/
[39] – https://practiceindex.co.uk/gp/blog/handling-tricky-reference-requests-for-current-or-ex-employees/
[40] – https://www.sigmarecruitment.co.uk/providing-references-be-careful-what-you-say/
[41] – https://www.quora.com/What-do-you-tell-an-employer-if-one-of-your-references-does-not-respond
[42] – https://restless.co.uk/career-advice/help-finding-a-job/how-to-deal-with-unavailable-or-problem-references/
[43] – https://www.askamanager.org/2020/01/what-to-do-if-your-references-arent-available.html
[44] – https://workplace.stackexchange.com/questions/41424/obtaining-references-when-contacts-may-be-unwilling-or-unavailable
[45] – https://practiceindex.co.uk/gp/blog/handling-tricky-reference-requests-for-current-or-ex-employees/
[46] – https://www.monster.co.uk/advertise-a-job/resources/workforce-management-planning/leadership-skills-management/what-to-do-if-a-bad-employee-asks-you-for-a-reference/
[47] – https://www.topresume.com/career-advice/how-to-keep-a-bad-reference-from-ruining-your-career
[48] – https://nataliefisher.ca/bad-references-from-previous-employer-the-best-way-to-handle-it/
[49] – https://www.shiftbase.com/blog/how-to-handle-bad-reference
[50] – https://www.farleys.com/can-i-give-a-former-employee-a-bad-reference/
[51] – https://www.linkedin.com/pulse/what-should-hr-do-falsefake-employee-profiles-linkedin-geeta-raorane
[52] – https://www.reddit.com/r/lifehacks/comments/p25kb8/when_applying_for_a_new_job_you_can_use_linkedins/
[53] – https://www.linkedin.com/pulse/general-linkedin-tips-bad-references-from-former-lynne
[54] – https://www.linkedin.com/pulse/can-potential-employers-contact-your-former-
[56] – https://business.linkedin.com/talent-solutions/resources/interviewing-talent/reference-check
[57] – https://www.linkedin.com/pulse/preparing-your-references-provide-effective-reference-alan-shoho-urucc
[58] – https://www.linkedin.com/pulse/6-game-changing-tips-change-way-you-do-reference-checks-jefferson
[59] – https://www.linkedin.com/pulse/6-tips-conducting-effective-reference-checks-amrutha-murali
[60] – https://www.linkedin.com/pulse/5-tips-when-how-conduct-reference-checks-stacy-pursell?trk=mp-reader-card
[61] – https://www.myhrtoolkit.com/blog/write-a-reference-for-an-employee
[62] – https://uk.indeed.com/career-advice/cvs-cover-letters/reference-requests
[63] – https://www.thehrbooth.co.uk/blog/hr-news/i-have-been-asked-to-give-a-reference-for-a-former-employee-what-can-i-write-in-the-reference/
[64] – https://app.croneri.co.uk/topics/references/how-handle-employee-references?topic=3459
[65] – https://uk.indeed.com/career-advice/cvs-cover-letters/how-to-give-reference
[66] – https://www.acas.org.uk/providing-a-job-reference/what-employers-can-say-in-a-reference
[67] – https://cms-lawnow.com/en/ealerts/1999/01/the-pitfalls-for-employers-when-giving-references-for-former-employees
[68] – https://oculus-hr.co.uk/blog/employment-law/dos-and-donts-of-ex-employee-references/
[69] – https://www.summitlawllp.co.uk/obligations-in-providing-employee-reference/
[70] – https://www.peninsulagrouplimited.com/resource-hub/end-of-employment/reference-giving/
[71] – https://www.sigmarecruitment.co.uk/providing-references-be-careful-what-you-say/
[72] – https://www.wilsonbrowne.co.uk/guides/providing-a-reference/
[73] – https://www.aihr.com/blog/letter-of-recommendation-for-employee/
[74] – https://zincwork.com/blog/complete-guide-to-reference-checks
[75] – https://www.personio.com/hr-lexicon/how-to-write-a-reference/
[76] – https://www.personio.com/hr-lexicon/applicant-screening/
[77] – https://zincwork.com/blog/complete-guide-to-reference-checks
[78] – https://www.linkedin.com/pulse/preparing-your-references-provide-effective-reference-alan-shoho-urucc
[79] – https://nexusitgroup.com/blog/how-to-conduct-reference-checks-in-6-easy-steps
[80] – https://uk.indeed.com/career-advice/finding-a-job/bad-reference
FAQs
Question 1: What should I include when writing a reference for a former employee?
When crafting a reference for a former employee, start by listing their job title, salary history, and employment dates. To provide a comprehensive and satisfactory reference, include details about their role, performance, successes, skills, and professional conduct. Conclude by clearly stating your recommendation for the individual for future employment opportunities.
Question 2: How can I request a reference from a previous employer?
To request a reference from a former employer, send a polite and concise message. You might say something like, “I am reaching out to ask if you would be willing to provide a reference for me based on our time working together at [Former Company]. I am currently applying for jobs and would like to highlight the skills and experiences I gained under your supervision, especially [specific skills or projects]. Your support would be greatly appreciated.”
Question 3: What is the best way to ask someone to be a reference?
When asking someone to serve as a reference, it’s important to phrase your request thoughtfully to avoid putting them on the spot. Instead of a straightforward ‘Will you be a reference for me?’ consider asking if they feel comfortable or qualified to provide a reference for you. This approach allows them to decline politely if they do not feel able to provide a strong endorsement.
Question 4: How should I reconnect with an old reference?
Reconnecting with an old reference can be effectively done through a thoughtful email or, for a more personal touch, a handwritten note. If you have previously mentioned a job application to them but did not get the job, share this update and express your gratitude for their support. Let them know that you are continuing to apply for other positions and value their ongoing support.