Supporting Effective and Efficient Advice Services
Eleanor Clark, Strategic Development Manager, Communities Scotland
John Mulholland, Co-ordinator, Ayr Housing Aid Centre
Marian Reid, Accreditation Service Manager, Michael Bell Associates
In a well received and informative session, the speakers demystified the Scottish National Standards for Information and Advice Framework, and the audit and accreditation process.
Eleanor Clark began the session by offering an overview of the framework for the national standards. She explained that the standards were being continually improved and enhanced and now include a competency on money and benefits.
Eleanor stressed that organisations need to understand their communities when they improve their advice service. This can include developing community profiles that will aid them identify need and plan for future developments. Groups that may need particular focus can include the young, mobile and vulnerable.
Marian Reid then continued that although challenging, 77 percent of organisations applying for accreditation are successful. Achieving a successful accrediation outcome she said is possible; but organisations must fully understand the standards, use the guidance within the framework, and demonstrate and evidence their compliance. And of course, once accreditated ensure that successes are celebrated!
Referring to his own experience of the audit and accrediation process, John Mulholland implored delegates not to lose sight of service users' right to access good quality advice and information, as well as the very real benefits that the audit and accrediation process offers service users and landlords.
Encouraging delegates to embrace the standards, John recommended that organisations, whether local authority, housing association or external agency should work in partnership with each other and develop links to drive through quality information and advice services.