QUALITY STANDARD | AGENCY COMPETENCE | INDIVIDUAL COMPETENCE | ARE THE STANDARDS OUTCOME-BASED/ BASED ON CUSTOMER SATISFACTION? | ARE THE STANDARDS PROACTIVE (AUDIT) OR REACTIVE? | DOES ACCREDITATION RELY ON STANDARDS BEING MET? |
| | GENERIC SKILLS/ADVICE | SUBJECT-BASED KNOWLEDGE/ COMPETENCE | STAFF APPRAISALS | | | |
Quality Mark Scotland - Information (Consumer Support Networks) | Yes | Yes - but no specific training standards | Yes - but no specific training standards | Yes - as part of agency audit | No | Proactive - random audit (after award) Reactive - complaints procedure | Yes |
Quality Mark Scotland - General Help (Consumer Support Networks) | Yes - also passports in CAS standards if applicable | Yes - but no specific training standards | Yes - but no specific training standards | Yes - both internally and as part of agency audit | Yes - case file assessment and review of quality of advice (by trained auditors) | Proactive - biennial audit Reactive - complaints procedure | Yes |
Money Advice Standards for Scotland (Money Advice Trust) | No | No - presumed underlying knowledge | Yes | No - up to agency | Yes - trainee's skills are assessed by trainers | No | Yes - to be accredited, Money Advisers must complete certain training modules |
Fife Right Forum Quality Standards | Yes | Yes - no specific training standards, but appropriate staff training has to be demonstrated | Yes - no specific training standards, but appropriate staff training has to be demonstrated | No | No | Reactive - complaints procedure | Yes - at start, but no ongoing audit |
National Standards for Housing Advice (Communities Scotland) | Yes - also passports in other advice standards (CAS, FIAC, SAIF, and so on) | Yes - but no specific training standards | Yes | Yes - for competence | Yes - peer review of quality of advice (pool of auditors are being recruited from the sector) | Yes - a 3 yearly process audit (audit by both process auditors and quality of advice auditors) | Yes |
FIAC (Federation of Information and Advice Centres) membership application | Yes | No | No | No | No - but processes for gauging customer satisfaction are required. | Reactive | Not accreditation but membership details. |
SAIF Standards for Disability Information and Advice Provision in Scotland | Yes - both agency and local authority (the standards have a section addressed to funders of such services) | No | No | No | No formal review, but annual outcome/ customer satisfaction reviews are advised | No | No - there is no accreditation, just guidelines |
CLS Quality Mark - Information (England and Wales) | Yes | Yes - but no specific training standards | Yes - but no specific training standards | Yes - part of agency audit | Yes - transaction criteria but moving towards sample peer reviews | Proactive - annual declaration and random audit carried out by CLS auditors. Reactive - complaints procedure | Yes |
CLS Quality Mark - General Help | Yes - this includes being a member of a recognised representative body | Yes - but no specific training standards | Yes - but no specific training standards | Yes - both internally and as part of agency audit | Yes - transaction criteria but moving towards sample peer reviews | Proactive - annual audit carried out by CLS auditors. Reactive - complaints procedure | Yes |
CLS Quality Mark - Specialist Help | Yes - this includes being a member of a recognised representative body | Yes - but no specific training standards | Yes - but no specific training standards | Yes - both internally and as part of agency audit | Yes - transaction criteria. Client satisfaction being investigated | Proactive - annual audit carried out by CLS auditors. Reactive - complaints procedure | Yes |
Law Society Regulation | Yes | No | Yes | 20 hours continuing professional development a year (must be recorded) | No | Proactive - agency audit every 2 years by Law Society Audit Team Reactive - all complaints are checked | Yes |
Law Society Accreditation Scheme - Specialisations | No | Yes | Yes | No | Yes - peer review and case studies | Proactive - No audit but must apply for reaccredidation every 3-5 years (some areas of law change more rapidly than others. | Yes |
Law Society Accreditation Scheme - Mediation | No | Yes | Yes | No | | Proactive - No audit but must apply for reaccredidation every 3-5 years | Yes |
Civil Legal Assistance Quality Assurance | Yes | Yes | Yes | No | Yes - peer review | Proactive - administrative audit and peer review every 3 years | Yes (for continued inclusion on SLAB civil register) |
Citizens Advice Scotland Membership scheme | Yes | Yes - specific training (either CAS training or training recognised by CAS) | Yes - specific training (either CAS training or training recognised by CAS) | Yes - both internally and as part of agency audit | Yes - peer review of quality of advice | Proactive - audit of quality of advice/ organisational audit every 3 years Reactive-complaints procedure | Yes |
SVQ Advice and Information | No | Yes | Yes | No | Yes - certain skill/ knowledge levels must be demonstrated | No | Yes |