The Standard

This element is about the way in which the organisation is led and managed to develop an effective service.

1.1 The service has clearly defined measurable aims and objectives which link to any wider organisational strategic aims.

1.2 The service is provided with clear leadership and direction.

1.3 The organisation implements policies to promote equality and diversity, impartiality, confidentiality and professional integrity in all aspects of service delivery.

1.4 The organisation complies with existing and new legislation which might impact upon the service.

1.5 The organisation defines client outcomes and uses them as a measure of success for the service.

1.6 The organisation promotes the service in ways which are accessible to all those eligible to use it.

1.7 Clients and staff influence the design and development of the service.

1.8 The organisation establishes effective links with other appropriate partnerships and networks to enhance the service.

This element describes the assets invested and applied in providing an effective service.

2.1 The organisation uses its resources effectively to deliver the service.

2.2 Clients are provided with current, accurate and quality assured information which is inclusive.

2.3 The organisation defines the skills, knowledge, competencies and qualifications, in line with current national recognised professional qualifications and frameworks, for individual staff roles, linked to the aims and objectives of the service.

2.4 Staff are supported in undertaking continuous professional development and provided with opportunities for career progression.

2.5 Effective induction processes are in place for all staff.

This element describes the way in which the service is delivered effectively.

3.1 The service is defined so that clients are clear about what they might expect.

3.2 The service is delivered effectively to meet its aims and objectives.

3.3 The service provided is impartial and objective.

3.4 Clients are given appropriate options to explore and understand that they are responsible for making their own decisions.

3.5 When exploring options, clients are provided with and supported to use appropriate resources including access to technology.

3.6 Clients benefit from signposting and referral to other appropriate agencies or organisations.

This element describes the way in which the service provided is reviewed and improved on an ongoing basis.

4.1 The organisation measures and evaluates the service against its stated aims and objectives and identifies improvements.

4.2 The organisation monitors and evaluates client outcomes to support and improve service delivery.

4.3 The organisation evaluates feedback on the service to build upon its strengths and addresses any areas for improvement.

4.4 The organisation evaluates the effectiveness of its partnerships and networks to improve the service.

4.5 The organisation defines quality assurance approaches which are used to improve the service.

4.6 Staff performance, linked to their role within the aims and objectives of the service, is reviewed and evaluated to improve the service.

4.7 Effective use is made of technology to improve the service.

4.8 The organisation continually reviews improvements to help inform the future aims and objectives of the service.