the organisation will follow in What improvements have you dealing with them. Managers made as a result of evaluating and staff are able to explain feedback received? how complaints are recorded, investigated and what action is taken. 4.4 The organisation Clients, staff and other How do you measure the xxx x xxx stakeholders are able to effectiveness of your partnership evaluates the describe the evaluation and networking activities? effectiveness of its process and give examples of What examples can you, your how the information is used to staff / volunteers give of how partnerships and improve the service. Examples partnerships or networks have networks to improve should show measurable helped improve the IAG service/s? outcomes and link to the service. improvements. 4.5 The organisation Managers and staff are able to Specifically, what approaches do xxx x xxx describe how the service is you use to quality assure your IAG defines quality quality assured and what service/s? assurance plans, policies, procedures What are your QA processes and/or processes are in place telling you? approaches which are and how they are What have you done as a result? used to improve the implemented. What examples can you share of the impact quality assurance service. activity has had on service improvement? 4.6 performance, Managers and staff can How do you evaluate staff and xxx x xxx describe the process for volunteer performance in relation linked to their role evaluating performance in to IAG service, team and within the aims and relation to roles, aims and individual objectives? objectives of the service. What improvements have been objectives of the Managers are able to give made to the IAG service as a service, is reviewed measurable examples of how result of improved staff / volunteer effective staff performance has performance? and evaluated to been in relation to service improve the service. aims and objectives. 4.7 Effective use is What technologies do you use to xxx x xxx Clients, managers and are support the IAG service? made of technology to able to describe and give How have they improved the IAG improve the service. service? examples of how technology
the organisation will follow in dealing with them. Managers and staff are able to explain how complaints are recorded, investigated and what action is taken. What improvements have you made as a result of evaluating feedback received? 4.4 The organisation evaluates the effectiveness of its partnerships and networks to improve the service. Clients, staff and other stakeholders are able to describe the evaluation process and give examples of how the information is used to improve the service. Examples should show measurable outcomes and link to improvements. How do you measure the effectiveness of your partnership and networking activities? What examples can you, your staff / volunteers give of how partnerships or networks have helped improve the IAG service/s? xxx x xxx 4.5 The organisation defines quality assurance approaches which are used to improve the service. Managers and staff are able to describe how the service is quality assured and what plans, policies, procedures and/or processes are in place and how they are implemented. Specifically, what approaches do you use to quality assure your IAG service/s? What are your QA processes telling you? What have you done as a result? What examples can you share of the impact quality assurance activity has had on service improvement? xxx x xxx 4.6 performance, linked to their role within the aims and objectives of the service, is reviewed and evaluated to improve the service. Managers and staff can describe the process for evaluating performance in relation to roles, aims and objectives of the service. Managers are able to give measurable examples of how effective staff performance has been in relation to service aims and objectives. How do you evaluate staff and volunteer performance in relation to IAG service, team and individual objectives? What improvements have been made to the IAG service as a result of improved staff / volunteer performance? xxx x xxx 4.7 Effective use is made of technology to improve the service. Clients, managers and are able to describe and give examples of how technology What technologies do you use to support the IAG service? How have they improved the IAG service? xxx x xxx
The-matrix-Standard-Self-Assessment-Booklet-2017.docx