Standards and Quality Marks

It is becoming increasingly important for any VCS organisation working with children, young people and families to have a quality assurance or quality standards scheme in place. There are numerous quality assurance schemes being used by the members of Children Matter East. These have been developed either specifically for the VCS or are nationally-recognised approaches that have been tailored to the needs of organisations working with children, young people and families.

Some of the key schemes are highlighted below, together with links to sources of further information:

• PQASSO - the Practical Quality Assurance System for Small Organisations (pronounced ‘Picasso') was developed by Charities Evaluation Services (CES) and is the most commonly-used quality assurance scheme in the VCS. It is a self-assessment tool for small- and medium-sized VCS organisations which helps to focus on what the organisation is doing and to provide a clear language for negotiating with funders. The system is based around twelve quality areas, e.g. governance, management and managing resources. Each area has three ‘levels of achievement'.
  
  
• Young Suffolk Quality Standard - used by over 50 groups in the region. The award of the quality standard is recognition that an organisation has provided evidence that it is a well-run and safe provider of services for children and young people. The scheme include a ‘Lite Standards' option for smaller organisations with no paid staff. The award is valid for three years, after which it has to be renewed.
  
  
• NAVCA Performance Standards & Quality Mark - a scheme run by the National Association for Voluntary and Community Action and based around five performance standards. The NAVCA Quality Award assures the quality of the delivery of infrastructure services to local VCS groups.
  
  
• NHS Quality Criteria/Self-Assessment - a toolkit set out in the document, You're Welcome: Quality Criteria. Essential for all VCS organisations contracting with - or wanting to contract with - PCTs or other health trusts in a range of health-based interventions, e.g. sexual health, child and adult mental health services etc.
  
  
• Investing in Volunteers - a quality accreditation scheme for Volunteer Centres. The assessment process examines the activity of a Volunteer Development Agency in delivering six core functions, e.g. brokerage and marketing volunteering.
  
  
• Customer Service Excellence - a quality system aimed at all organisations dealing with the public. It is based around a standard which tests those areas that research has indicated are a priority for customers, with a particular focus on delivery, timeliness, information, professionalism and staff attitude. The scheme has replaced the older Charter Mark system. Organisations use the standard as an organisational development tool and can choose to seek formal external accreditation.
  
  
• ISO 9001 - a group of standards that aims to help organisations to achieve customer satisfaction by focusing on ‘how things are done'. External assessment is carried out by a certification body. Some VCS organisations seek ISO 9001 certification to qualify for specific contracts or to achieve ‘preferred supplier' status as part of some local authority tendering arrangements.
  
  
• EFQM Excellence Model - the Excellence Model developed by the European Foundation for Quality Management (EFQM) is designed as an overarching self-assessment framework for continuous improvement. Its nine criteria cover everything from strategic planning and good people management, through to the use of outcomes to understand how effective the organisation is. By undergoing external assessment, organisations can achieve the UK Quality Award.
  
  
• Quality First - this scheme is based on PQASSO, but designed for very small organisations with no paid staff or only part-time staff. Like PQASSO, Quality First is a self-assessment tool, but is based around nine quality areas.
  
  
• Investors in People - a business improvement tool designed to improve an organisation's performance through its people. It offers a framework for organisations to achieve the standard, working to the same criteria (or ‘indicators') as other organisations. In order to be recognised as an ‘Investor in People' an organisation is required to undergo an assessment. The first step is to contact a ‘Local Quality Centre' and complete an assessment application form. The Investors in People Award lasts for three years.
  
  
• Local Authority Quality Assurance Standards - many local authorities have introduced their own quality assurance schemes for organisations that contract to deliver public services. A good example is Thurrock Council's ‘Quality Assessment Process' which specifies the minimum standards expected of provider organisations employed by the council.
  
  
• Community Legal Service Quality Mark - a standard specifically designed for organisations providing legal information and advice to the public. It is run and audited by the Legal Services Commission (LSC). All members of the Community Legal Service must reach a minimum required standard to receive LSC funding.