Youth Access

Advice News - Youth Access Agencies Test the New Quality Standards

12 February, 2010

Youth Access members, Mancroft Advice Project (MAP), Camborne Share and the Bridge Doncaster have successfully finished piloting the New Quality Mark standards, developed by the Advice Sector as part of the lottery funded Working Together for Advice Project. 

The pilot agencies were involved in a considerable amount of work as they tested not only the new standards but a range of delivery methods for Quality of Advice Assessments, such as client interviews, mystery shopping, taped interviews and self assessing case files with external verification.

What worked...

MAP found the observations and taped sessions worked very well and added value to the quality of advice assessment process. 

Camborne found the client interview process useful and are considering introducing it on a permanent basis. They also got valuable feedback on access issues from the mystery shopping exercise.

All the agencies agreed that the process has helped them review and develop their case recording and case management systems and to think objectively about quality of advice issues.  MAP’s Robert Lancaster rated the experience as very helpful, not burdensome and he welcomed the support in putting in place improvements which MAP had already identified as necessary. 

Some reservations though...

Agencies that carried out the self assessment liked the structure of the forms and found them useful in drawing attention to areas missed in the case notes. However they felt that external assessors were unable to fully appreciate the context of the work, nor the young people they work with. They felt that the assessors would have gained more understanding and insight if they had actually visited the agencies. 

Some Youth Access pilots feel that the new Quality Mark lacks an element that assesses the extra support YIACS provide to young people, such as independent life skills and emotional support. Whilst there may be scope to pick this up in considering Client Care, there was a feeling that the particular style and skills used by youth advice workers was not recognised by the assessors. Youth Access will continue to make the case that a strong relationship between client and adviser is instrumental in achieving quality outcomes.

What next?

ADP consultancy is currently undertaking an independent evaluation of quality pilots, taking into consideration feedback from all of the agencies involved, the advice networks, assessors and auditors. Following this evaluation, the Workstream intends to produce a road map of further work needed and future plans, plus a further round of consultation.

For further information on the New Quality Mark email Pamela Verma here at Youth Access.

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