ELEMENT TWO: RESOURCES Improvement Criteria What This Might Mean Prompts Evidence Available RAG Plan Reference 2.1 The organisation Managers and staff are able to What resources (human, physical xxx x xxx explain what resources & financial) are used to deliver the – uses its resources including human, physical and IAG service/s? effectively to deliver financial are needed to deliver Are these resources sufficient? the service/s. Managers and How do you know? the service. staff are able to explain how How effectively do you believe the level of resource, in current resources are being used? relation to client needs, are established and can give examples of how effectively resources are used. 2.2 Clients are Clients and staff are able to How do you ensure that xxx x xxx describe and give examples of information you give to clients is: provided with current, the types of information they current, accurate, in plain accurate and quality were able to access and language, free from bias & takes explain how appropriate it was account of diversity? assured information to their needs. Managers and How is your website / intranet etc which is inclusive. staff are able to describe what managed and kept up to date? quality assurance systems are Who is responsible? in place to ensure information is current, accurate and is written in plain language, free from bias and takes account of diversity. Managers and staff delivering the service are able to explain how they support clients and how the resources they use are quality assured 2.3 The organisation Managers can describe and What skills, knowledge and xxx x xxx give examples of how they competencies do your staff / defines the skills, identify and define the skills, volunteers need to enable them to knowledge, knowledge and competencies deliver the IAG service/s? of staff roles linked to How do you ensure that staff / competencies and achieving the aims and volunteers know the boundaries of qualifications, objectives of the service/s their roles? including being aware of the
ELEMENT TWO: RESOURCES Criteria What This Might Mean Prompts Evidence Available RAG Improvement Plan Reference 2.1 The organisation uses its resources effectively to deliver the service. Managers and staff are able to explain what resources – including human, physical and financial are needed to deliver the service/s. Managers and staff are able to explain how the level of resource, in relation to client needs, are established and can give examples of how effectively resources are used. What resources (human, physical & financial) are used to deliver the IAG service/s? Are these resources sufficient? How do you know? How effectively do you believe current resources are being used? xxx x xxx 2.2 Clients are provided with current, accurate and quality assured information which is inclusive. Clients and staff are able to describe and give examples of the types of information they were able to access and explain how appropriate it was to their needs. Managers and staff are able to describe what quality assurance systems are in place to ensure information is current, accurate and is written in plain language, free from bias and takes account of diversity. Managers and staff delivering the service are able to explain how they support clients and how the resources they use are quality assured How do you ensure that information you give to clients is: current, accurate, in plain language, free from bias & takes account of diversity? How is your website / intranet etc managed and kept up to date? Who is responsible? xxx x xxx 2.3 The organisation defines the skills, knowledge, competencies and qualifications, Managers can describe and give examples of how they identify and define the skills, knowledge and competencies of staff roles linked to achieving the aims and objectives of the service/s including being aware of the What skills, knowledge and competencies do your staff / volunteers need to enable them to deliver the IAG service/s? How do you ensure that staff / volunteers know the boundaries of their roles? xxx x xxx