Channels of advice giving are well promoted (e.g. website, promotional materials etc.) Triage Policies and Procedures Accessibility Policies and Procedures Referral agreements 1.4.3 - Clients are given advice in the manner Case File Reviews most suited to their needs and circumstances Quality of Advice Audits Shadowing/Observation/Call Listening Training and CPD records inc. case recording – Interpreting policies and procedures Service Level Agreement for alternative arrangements Case File Reviews Quality of Advice Audits 1.4.4 - All advisers show the ability to their Shadowing/Observation/Call Listening interview style and language to suit individual Training and CPD records inc. case recording – client’s circumstances, abilities or disabilities Complaints policy Suggestion box Comments, complements and Comments policy Channels of advice giving are well promoted (e.g. website, promotional materials etc.) Triage Policies and Procedures 1.4.5 - Advice is provided in a cost effective Accessibility Policies and Procedures way which does not compromise respect for Referral agreements clients or limits the effectiveness of the support Case File Reviews given Quality of Advice Audits Shadowing/Observation/Call Listening Training and CPD records inc. case recording – Service Level Agreement for alternative arrangements Referral procedures/agreements/memorandum of 1.5.1 - Provider has access to and utilises a understandings with other organisations wide range of relevant, high quality referral Referral statistical reports mechanisms Data Protection Policies and Procedures Mapping of local and regional services to signpost / 1.5 - Signposting refer too and referral Using specialist services Specialist Support/Business – 1.5.2 - Advisers are aware of a full range of Debtline/HMRC tax and benefits/City Wide Tribunal alternative sources of information Training Team meetings and presentation Evidence of active promotion
1.4.3 - Clients are given advice in the manner most suited to their needs and circumstances Channels of advice giving are well promoted (e.g. website, promotional materials etc.) Triage Policies and Procedures Accessibility Policies and Procedures Referral agreements Case File Reviews Quality of Advice Audits Shadowing/Observation/Call Listening Training and CPD records – inc. case recording Interpreting policies and procedures Service Level Agreement for alternative arrangements 1.4.4 - All advisers show the ability to their interview style and language to suit individual client’s circumstances, abilities or disabilities Case File Reviews Quality of Advice Audits Shadowing/Observation/Call Listening Training and CPD records – inc. case recording Complaints policy Suggestion box Comments, complements and Comments policy 1.4.5 - Advice is provided in a cost effective way which does not compromise respect for clients or limits the effectiveness of the support given Channels of advice giving are well promoted (e.g. website, promotional materials etc.) Triage Policies and Procedures Accessibility Policies and Procedures Referral agreements Case File Reviews Quality of Advice Audits Shadowing/Observation/Call Listening Training and CPD records – inc. case recording Service Level Agreement for alternative arrangements 1.5 - Signposting and referral 1.5.1 - Provider has access to and utilises a wide range of relevant, high quality referral mechanisms Referral procedures/agreements/memorandum of understandings with other organisations Referral statistical reports Data Protection Policies and Procedures 1.5.2 - Advisers are aware of a full range of alternative sources of information Mapping of local and regional services to signpost / refer too Using specialist services – Specialist Support/Business Debtline/HMRC tax and benefits/City Wide Tribunal Training Team meetings and presentation Evidence of active promotion
niaqs_example_evidence_for_gap_analysis.docx