2.1.12 - Clients dealt with in the most efficient Triage policy, procedure and flow chart and effective manner Customer Journey Policy and Procedure Evidence channels of advice that centre can offer 2.1.13 - Range of contact methods available to Website include telephone advice, appointments, face Annual report to face provision and email access as a Promotional materials/signage minimum Social media Digital access webchat, app etc, email – 2.1.14 - There should be a waiting area for Observation of waiting area clients of sufficient size for the nature of the provision 2.2.1 - A secure system is compliant with Case management guide relevant legislation and regulations should exist IT policy and procedure for regular management checking of case Case recording systems records Data Protection policy and procedure 2.2.2 - The level of risk associated with each Induction policy and procedure adviser should determine the frequency and Probation policy and procedure extent of case record checking (i.e. new Case management policy and procedure advisers or those who have shown poor Case File Review policy and procedure performance should be checked regularly, Quality of Advice Audit policy and procedure other less frequently) Conflict of Interest policy and procedure Case management policy and procedure 2.2.3 - There should be record of case Case File Reviews 2.2 - Case checking and any action taken to address (i.e. Quality of Advice Audits management staff training, clients contacted, etc.) Adviser Feedback from Quality Assurance Adviser Training Records 2.2.4 - Case records are comprehensive and Case File Reviews relevant Quality of Advice Audits 2.2.5 - Records do not contain unnecessary Case File Reviews detail Quality of Advice Audits 2.2.6 - Records clearly show the analysis of Case File Reviews client’s Quality of Advice Audits 2.2.7 - Records clearly show evidence of Case File Reviews appropriate information sources used Quality of Advice Audits 2.2.8 - There is a record of advice given to the Case File Reviews client Quality of Advice Audits
2.1.12 - Clients dealt with in the most efficient and effective manner Triage policy, procedure and flow chart Customer Journey Policy and Procedure 2.1.13 - Range of contact methods available to include telephone advice, appointments, face to face provision and email access as a minimum Evidence channels of advice that centre can offer Website Annual report Promotional materials/signage Social media Digital access – webchat, app etc, email 2.1.14 - There should be a waiting area for clients of sufficient size for the nature of the provision Observation of waiting area 2.2 - Case management 2.2.1 - A secure system is compliant with relevant legislation and regulations should exist for regular management checking of case records Case management guide IT policy and procedure Case recording systems Data Protection policy and procedure 2.2.2 - The level of risk associated with each adviser should determine the frequency and extent of case record checking (i.e. new advisers or those who have shown poor performance should be checked regularly, other less frequently) Induction policy and procedure Probation policy and procedure Case management policy and procedure Case File Review policy and procedure Quality of Advice Audit policy and procedure Conflict of Interest policy and procedure 2.2.3 - There should be record of case checking and any action taken to address (i.e. staff training, clients contacted, etc.) Case management policy and procedure Case File Reviews Quality of Advice Audits Adviser Feedback from Quality Assurance Adviser Training Records 2.2.4 - Case records are comprehensive and relevant Case File Reviews Quality of Advice Audits 2.2.5 - Records do not contain unnecessary detail Case File Reviews Quality of Advice Audits 2.2.6 - Records clearly show the analysis of client’s Case File Reviews Quality of Advice Audits 2.2.7 - Records clearly show evidence of appropriate information sources used Case File Reviews Quality of Advice Audits 2.2.8 - There is a record of advice given to the client Case File Reviews Quality of Advice Audits
niaqs_example_evidence_for_gap_analysis.docx