Statement of Service
Liverpool JET service ensures that all clients can expect the same standard of service from all JET offices. To ensure that this happens, we have a Statement of servie that is given to all clients when they register with us. <%=Server.CreateObject("cd_link.BinaryLink").getLinkAsString("tcm:0-156-1", "tcm:156-165600", "", "JET Statement of Service", "title=""MS Word: [689Kb]. Statement of Service"" target=""multimedia""", True)%>.
Liverpool City Council's JET (Jobs, Education and Training) and Streets Ahead service was successful in achieving the matrix Quality Standard award for Internal and External Information, Advice and Guidance. The external award relates to Information Advice and Guidance (IAG) services given to clients and businesses and the internal award relates to IAG given to staff.
The matrix Standard is the national quality standard for information, advice and/or guidance on learning and work. It provides a straightforward quality framework that is made up of eight elements, each of which has a set of criteria that clearly describe what is required.
Proof of a quality assurance framework and a recognised quality standard is a requirement of funding when competing for funding contracts for Career Advice and Guidance and it enables JET to be recognised by national contractors e.g. Jobcentre Plus, Connexions, Reed in Partnership as a quality service adhering to the Guidance Code of Principles.
Following an independent review (2006) of the service it was highlighted that JET offices were operating differently and in order to develop as one cohesive service this would be need to be addressed. The service then set key 'Working Groups' to address this; they are Neighbourhood Employment Group, Quality Assurance Group, Senior Guidance Officer Group, Business Group & Marketing Group and latterly Matrix Accreditation Group.
The Quality Assurance Group (QAG) were tasked with 'Standardisation' and to this end developed the working document 'Common Procedures Manual' which explains what, why & how to do things. The manual also holds standard forms & letters and is updated centrally with the approval from the QAG who meet on a four weekly basis. The QAG also undertakes audits to ensure practitioners are following the instruction from the manual.
The matrix group is tasked with ensuring all procedures meet and exceed guidance accreditation standards and guidance code of principles and develop further procedures to enhance the service given to customers; it also focused on enhancing the induction, training and development of staff and ensure elements adhere to LCC business plan procedures. Suggestions are passed through the QAG and implemented through common procedures and any major decisions through NEG.
Individually, JETs had previously been accredited the matrix Quality Standard award so following the JET restructure it was natural progression for the whole service to achieve this national award and cement the standardisation of quality advice and guidance across the city.
The Matrix Elements
Element 1 - People are made aware of the service and how to engage with it
Element 2 - People's use of the service is defined and understood
Element 3 - People are provided with access to information and supporting using it
Element 4 - People are supported in exploring options and making choices
Element 5 - Service delivery is planned and maintained
Element 6 - Staff competence and support they are given are sufficient to deliver the service
Element 7 - Feedback on the quality of the service is obtained
Element 8 - Continuous quality improvement is ensured through monitoring, evaluation and action
The Assessment
A rigorous assessment was carried out over a four day period including interviews with 42 clients (local residents) and a variety of partners, local businesses and staff to gain a good all round view of the standard of service JET offers within the community.
The assessor confirmed he was delighted with the quality standards of the service and clients reported that JET had 'been a real life-line to them.'
During the assessment a number of strengths were highlighted including the standardised approach, underpinned by the provision of a Common Procedures Manual that contains all the relevant processes for Information, Advice and Guidance (IAG) staff and the use of the CORE database that allows staff at all JET locations to access the records of registered clients. These facilities enable registered clients to call at any JET and receive a consistent and continuous level of service.
In addition to the JET offices across the city the assessor was impressed with the number of outreach centres and job cafes across the city delivered by JET and Streets Ahead. These are established in a number of community-based locations and enable JET and its partner organisations to take their services out to hard to reach groups and individuals.
The assessor commented on JET and Streets Ahead's effective operational partnership links with a range of organisations to meet the many needs of their clients. For example the links with the Citizens Advice Bureau, now based in each neighbourhood JET to allow clients to access support regarding debt issues and to work out examples of how JET clients can be financially better off once they return to work by taking advantage of all support available to them. Another example highlighted was the range of agencies that help JET clients with disabilities and long term illnesses to get back to work.
A particular area of strength was that clients saw the JET and Streets Ahead staff as supportive, friendly, committed and enthusiastic in the ways that they deliver services, identify clients' individual needs and respond to them in meaningful and practical ways.
The matrix Quality Standard is not graded like other government audits, however the assessor commented that 'if there was a Champions League for Careers Information, Advice and Guidance, the Liverpool JET Service would be in it.'
In an annual ceremony the matrix standard presents just four national awards for outstanding achievement, the assessor commented that he would willingly write supporting documentation for an award application from the JET service and encouraged the service to apply.
A full report including comments from clients, further strengths and recommendations for improvements will be sent to JET in the coming weeks.
The achievement of the accreditation meets the deadline forecast within the Neighbourhood Employment Business Plan.
Next Steps
The Liverpool JET Service is now permitted to display the matrix Quality Standard within all offices and on any publicity material and when applying for future funding and contracts.
The standard remains in place for three years; unless significant changes of delivery are made e.g. the service is contracted out.
The matrix group and quality assurance group will address any significant improvements suggested through the assessment and eventually the two groups are likely to merge into one smaller working group to ensure continuous quality improvement in line with the Neighbourhood Employment service business plan.
News of the accreditation will be marketed through the JET website and throughout neighbourhoods and via partnership working, led by the JET marketing group.
