Quality Assurance
Scoop Aid strives to deliver quality services and does this by working to quality standards set by a variety of awarding organisations.
We were awarded the Matrix Quality Standard for information, advice and guidance services in January 2008 (valid for 3 years).
Evidence to show we meet this standard was gathered in a variety of ways including:
- Face to face interviews with staff and clients
- Telephone interviews with partners
- Observation of the premises and of staff with clients
- Document review
- Business Plan,
- Management reports,
- Performance reports,
- Policies,
- Marketing materials,
- Feedback forms and reports,
- Complaints procedures and
- Evaluation reports.
During the assesment three strengths were identified:
- Scoop Aid benefits greatly from its national policy connections. This ensures the Executive officer being able to provide very clear leadershop and direction. All staff are overwhelmingly in support of the mission, aims and values of Scoop Aid. There is clear direction for this lone parent service.
- Client are, without doubt, fully clear about how the support process will be conducted. Not only are clients clear about this, but also the personal efforts of staff evidenced during the assessment are exceptional. Client testimonies are heart-warming.
- Linked to the point above, there is an immense sense of client choice offered. Staff are clear in both thought and action that they are providing truly impartial information, advice and guidance. Staff are very knowledgeable about support for lone parents from other providers and are good at researching gaps in provision.
In June 2010 (valid for 2 years) we were awarded the CLS Quality Mark for General Help with Casework in Welfare Benefits (held since 2003) and an additional CLS Quality Mark for General Help with Casework working with women.
Evidence to show we meet these standards was gathered in a variety of ways including:
- Face to face interviews with 4 staff members
- Examination of case files selected randomly by the auditor
- Examination of central records
- Document review
- Business Plan,
- Annual report,
- Insurance held,
- Policies (equality, referrals, induction, supervision/appraisals case management etc),
- Marketing materials,
- Feedback analysis,
- Complaints procedures and
- Staff training records.
The assessment summary states:
"They say the best things come in small packages and I can certainly say this is the case with Scoop Aid!
The organization is operating in a tough economic climate and against this backdrop their accomplishments are due to great team effort which has the quality, spirit and the ability to work together.
It was indeed a pleasure to audit such a conscientious organization with an obvious commitment to quality. The assessor found that the charity does operate with many good practices but due to their informal culture does not always document these as well as they should.
It is said that success is a journey not a destination and there is no doub that Scoop Aid has clearly embraced the Legal Service's Commission Quality Mark standard in order to help it achieve business excellence.
Many congratulations on all your achievements to date and my best wishes for the future".