QUALITY MARK REVIEW Intrductin This review cnsiders a number f quality marks r qualificatins available t the advice sectr and summarises the key infrmatin fr each. The Cnnecting Advice in Drset prject may wish t prvide training, supprt and cnsultancy services t enable advice prviders and individual advisers in Burnemuth, Drset and Ple t achieve the standard. Benefits f achieving a quality mark Achieving a quality mark brings a number f benefits fr advice prviders. It demnstrates that an rganisatin is well-managed and cmmitted t prviding a quality service. The quality mark can be used as an indicatr fr thse lking t use an advice service r ther rganisatins wanting t signpst r refer their clients. In additin, a quality mark can be seen by funders as an indicatr f value fr mney and psitive utcmes fr clients. Summary f Quality s available fr Advice Prviders The fllwing quality marks were cnsidered (see table belw): Advice Quality Standard PQASSO ISO 9001 (2008) EFQM Excellence Mdel Investrs in Peple Specialist Quality Lexcel Matrix Standard NVQ in Advice and Guidance (fr individual advisers) Discussin and Recmmendatin Frm the summary table belw, it is clear that the mst apprpriate quality mark fr the sectr is the Advice Quality Standard which incrprates a number f requirements arund staffing, training and capability, case recrding and allcatin and file review. The 9 CABx in the area will already have achieved this standard as part f their Citizens Advice membership requirement.
The Matrix Standard, althugh specifically fr rganisatins prviding advice arund learning and wrk, sets ut fur elements which culd be applied t any advice rganisatin. The Matrix Standard website includes a free self- tl which culd be used as a checklist. Hwever, the csts f applying fr the majrity f the quality marks under cnsideratin are high and increase fr larger rganisatins. Review prcesses incur additinal csts. Organisatins will need t be persuaded f the benefits befre cmmitting t this expense. The prject may wish t cnsider a number f ptins t supprt and imprve the quality f advice in Burnemuth, Drset and Ple.
ADVICE QUALITY STANDARD Owned by Advice Services Alliance Assessment Bdy Recgnising Excellence Previusly knwn as the General Help Quality, and was wned by the Legal Services Cmmissin. Available t rganisatins prviding legal advice general infrmatin abut the law, giving advice as t hw the law applies Levels Advice Only Advice with Casewrk Advice Only with Telephne Services Advice with Casewrk and Telephne Services As part f their membership arrangement with Citizens Advice, bureaux wh meet the membership audit are currently passprted t the Advice Quality Standard Email: Amanda.Jrdan@recgnisingexcellence.c.uk Phne: 07584 355486 www.advicequalitystandard.rg.uk Organisatins are required t: Meet standards arund case recrding Ensure staff have access t relevant legal material and keep up t date with the law Meet standards abut adviser experience and cmpetence Have an advice supervisr wh has tw years experience and up-t-date practical experience and legal knwledge Allcate casewrk t casewrkers in line with their experience Ensure casewrkers have nging experience in casewrk categries Operate an internal file review prcedure Have systems in place t ensure crrective actin is taken. Initial Applicatin 1 Applicatin 2 Applicatin Accepted 3 Desktp Review 4 Full Initial Audit 5 Decisin 6 Certificatin Re- Mnitring Audit every tw years Desktp Audit: 400 Full Initial Audit; Frm 787.50 t 1837.50, depending n size f rganisatin Mnitring Audit; Frm 787.50 t 1837.50, depending n size f rganisatin N supprt available frm RE as yet - cnsidering develping a handbk CAB managers will have experience f meeting the standard may be able t ffer supprt/cnsulta ncy at cst Sme natinal rganisatins ffer supprt e.g. Advice UK
PQASSIO The leading quality standard develped fr the third sectr, by the sectr. Used systematically, it will help yu t run yur rganisatin mre effectively and efficiently. Supprted by Charities Evaluatin Service 3 Levels: Level 1 fr smaller rganisatins Level 2 larger r mre cmplex rganisatins Level 3 rganisatins which as well established systems in place, which are well resurced, and which aspire t being leaders in their field. Email: pqm@ces-vl.rg.uk Phne: 020 7713 5722 www.ces-vl.rg.uk 12 elements: 1. Planning 2. Gvernance 3. Leadership and management 4. User-centred service 5. Managing peple 6. Learning and develpment 7. Managing mney 8. Managing resurces 9. Cmmunicatins and prmtin 10. Wrking with thers 11. Mnitring and evaluatin 12. Results 1. Implement PQASSO standards 2. Submit applicatin 3. Desktp Review 4. Site visit 5. Reprting 6. Receiving the Award Re Required after 3 years Level One frm 1,350 t 3000 Level Tw frm 2,025 t 3,900 Level Three frm 3000 t 5,200 Charges depend n size f rganisatin Re Csts as per initial applicatin Training curses - 295 (2 days) PQASSO Wrk pack - 105 1-2-1 Supprt and cnsultancy available frm CES
ISO9001 (2008) Cnsensus f gd practice, nt a certificatin in itself. Organisatins can be audited and certified t ISO9001 standard by United Kingdm Accreditatin Service (UKAS) T be updated by end 2015 www.is.rg/is/is_9000 Eight principles: 1. Custmer Fcus 2. Leadership 3. Invlvement f Peple 4. Prcess Apprach 5. System Apprach t Management 6. Cntinual imprvement 7. Factual apprach t decisin making 8. Mutually beneficial supplier relatinships 1. Applicatin 2. Pre- visit 3. Initial visit 4. Annual surveillance visit Applicatin - 1500 Re-certificatin Fur years full re Pre visit: Frm 1030 Initial : Frm 1030 Csts are dependent n size f rganisatin Many rganisatins and cnsultants ffering supprt, cnsultancy and training Annual fee: 150
EFQM Excellence Mdel Nt fr prfit fundatin A framewrk used t drive sustainable rganisatinal develpment Uses the RADAR apprach t assess the rganisatin: Required Results => Plan Appraches=>Deply Appraches=>Assess and Refine Email: inf@efqm.rg Mdel criteria: 1. Leadership 2. Strategy 3. Peple 4. Partnerships & Resurces 5. Prcesses, prducts and services 6. Custmer Results 7. Peple Results 8. Sciety Results 9. Business Results Self-Assessment submissin f imprvement plans 1 day n site Feedback reprt Cmmitted t Excellence recgnitin EFQM Member: frm 2,930 Nnmember: frm 3663 A netwrk f members sharing gd practice Training fr internal assessrs Free nline webinars Assessment tl and free training fr members www.efqm.rg Membership = 1172
INVESTORS IN PEOPLE Excellence thrugh peple management It recgnises yur cmmitment t develping yur peple and shws yur ambitin, drive and fcus t the rest f the wrld. 4 levels Standard, Brnze, Silver and Gld 3 Principles Plan, D, Review IIP is delivered by Inspiring Business Perfrmance (IBP) fr Suth f England Tel: 0800 612 3098 Email: inf@ibp.uk.cm www.investrsinpeple.c.uk www.ibp.uk.cm 39 standards based n 10 framewrk indicatrs: 1. Business Strategy 2. Learning Strategy 3. Peple Management Strategy 4. Leadership & Management Strategy 5. Management Effectiveness 6. Recgnitin & Reward 7. Invlvement & Empwerment 8. Learning & Develpment 9. Perfrmance Measurement 10. Cntinuus Imprvement Wrk with a Specialist t meet the required standard Onsite Recertificatin Every 3 years Less than 10 peple 1800 10 14 peple = 2000 Recertificati n = same cst as Free ne day training fr ne delegate, ther delegates at 50
SPECIALIST QUALITY MARK LEXCEL A quality management system fr legal aid prviders. Owned by the LSC SQM Delivery Partnership has been appinted as the Natinal Auditing Bdy The LSC will cntinue t require legal aid prviders t hld either the SQM r Lexcel (the Law Sciety's quality standard). Email: jsieaddletn@ibp.uk.cm Phne: 0161 875 2243 www.sqm.uk.cm Law Sciety's internatinal practice management standard Awarded t slicitrs wh meet the highest management and custmer care standards Email: lexcel@lawsciety.rg.uk Phne: 020 7320 5933 www.lawsciety.rg.uk Based n seven key areas: 1. Access t Service 2. Seamless service 3. Running the Organisatin 4. Peple Management 5. Running the Service 6. Meeting Peple s Needs 7. Cmmitment t Quality Requirements under headings: 1. Structures & Plicies 2. Strategic Plans 3. Financial Management 4. Infrmatin Management 5. Peple Management 6. Risk Management 7. Client care 8. File and case management 1. Desktp Assessment 2. Pre audit 3. Pst audit Re- 1. Pst audit 1. Self- Assessment 2. Applicatin fr 3. Assessment Re valid fr three years with annual mnitring visits Desktp 262-287 Pre-audit 1050-1725 Pst audit 1050-1725 Existing SQM hlders: 1050 t 1725 Annual Registratin fee: 60-865 Assessment fee: varies accrding t size f practice and bdy Preparing fr yur SQM audit wrkshps - 175 per persn Cnsultancy and training available frm a number f rganisatins
MATRIX STANDARD Framewrk fr the effective delivery f 4 key elements: 1. Selfinfrmatin, advice and guidance, specifically 1. Leadership and Assessment fcussed n advice arund learning and wrk. Management (free nline Hwever, the criteria fr each elements culd 2. Resurces ) be applied t any advice prvider. 3. Service delivery 2. Request an 4. Cntinuus quality emqc Ltd is appinted by the Department fr imprvement 3. External Business Innvatin and Skills as the rganisatin respnsible fr the 4. Feedback management, administratin and delivery f 5. Develp a the matrix Standard cntinuus imprvement plan 6. Annual checks Phne: 0845 304 8600 Email: inf@emqc.c.uk www.matrixstandard.cm Re Every 3 years 1,600 t 12,200 depending n size f rganisatin Wrkshps @ 30 per persn Advisers available at cst
NVQ ADVICE & GUIDANCE LEVEL 3 New wrk-based qualificatins endrsed by Lifelng Learning UK Tw levels: Level 3 NVQ Certificate in Advice & Guidance Level 4 NVQ Diplma in Advice & Guidance Level 3 - aimed at peple wh undertake activities at level 3 wrking directly with clients, disseminating infrmatin, advice and sme level f guidance. Learners will be wrking with infrmatin that is ften interpreted by thers, usually wrking within sme clear guidelines.. 21 credits (12 mandatry, 9 ptinal units). Mandatry units include: Establish cmmunicatin with clients fr advice and guidance Supprt clients t make use f the advice and guidance service Review wn cntributin t the service Understand imprtance f legislatin and prcedures Open University = 1430 per persn Advice UK 1267 +vat per persn
NVQ ADVICE & GUIDANCE LEVEL 4 New wrk-based qualificatins endrsed by Lifelng Learning UK Tw levels: Level 3 NVQ Certificate in Advice & Guidance Level 4 NVQ Diplma in Advice & Guidance Level 4 - aimed at experienced practitiners wh wrk directly with clients, disseminating infrmatin, advice and guidance and frmal advcacy. Prspective learners may als sme have managerial r training respnsibilities and culd be creating infrmatin, advice and guidance publicatins. Learners als have t shw that they have dynamic relatinships with ther rganisatins. 37 credits (17 mandatry, 20 ptinal units) Mandatry units include: Develp interactins with advice and guidance clients Manage persnal caselad Evaluate and develp wn cntributin t the service Operate within netwrks Understand imprtance f legislatin and prcedures Open University = 1950 per persn Advice UK 1603 +vat per persn