C2.1 A standardised recruitment and selection process is in place to assess the suitability of potential staff and volunteers. Providers ensure the fair and consistent treatment of employees and volunteers and their professional conduct through a clear, standardised, fair and consistent recruitment and selection process. This should include a procedure for defining skills, knowledge and competencies of staff and volunteers. C3.1 C2.2 Where volunteers support the delivery of Providers who volunteer opportunities in
service there is an expressed commitment to their involvement and recognition that volunteering is a two way process that benefits both the organisation and the volunteer. the delivery of services, should have appropriate structures and procedures in place which support volunteers and promote volunteering as a two way process that benefits volunteers. C2.3 support and supervision Supervision relates to the support and guidance provided to staff and volunteers to enable them to carry out their C2.2 C2.4
legislation and the Information Commissioners Offices “General Data Protection Regulation”. () C3.6 The organisation has in place effective risk management processes. Service users are supported and safety maintained through risk assessment processes which are relevant to the needs of the service users and the service provided. C3.8
C3.7 The organisation has in processes to identify and respond to serious adverse incidents should they occur. Providers follow the procedures for the identification, reporting, reviewing and responding to Serious Adverse Incidents (SAI) as outlined in HSC protocol for the management of SAIs, April 2010. Providers notify funders and relevant bodies at the earliest opportunity of the incident and of the action taken.
Where appropriate and to develop knowledge and relationships with other providers, relevant personnel should avail of relevant opportunities to participate in multi-disciplinary and interagency opportunities for working together. Standard What this means? What this mean in Practice? Linked Standards Criteria 4 Monitoring and Evaluation C4.1 Client outcomes are defined and used as a measure of success for the service. Measuring the impact of services and the outcomes for service users is an important part of the quality improvement process and of determining the success of a service. C4.2 C4.2 The organisation monitors and evaluates client outcomes to Monitoring is a structured planned activity where work carried out is C1.4
support and improve service delivery. compared against agreed performance indicators. C4.1 C5.1 C4.3 Service user satisfaction and feedback is evaluated to upon strengths and address any areas for improvement. General service user feedback is an important part of the quality improvement process. It relates to generic aspects of the service such as opening accessibility, venue, timely notification of appointments, how / when phones are answered. C3.1 C3.2
Standard What this means? What this mean in practice? Linked Standards Criteria 5 Communication processes C5.1 Service users are encouraged and supported to influence decision making processes through consultation and feedback. Service User Involvement (SUI) and Personal and Public Involvement (PPI) means actively engaging with those who use our services, carers and the public to help shape services. C5.2 All literature produced is evidence based and reflects recognised best practice. Literature or resources produced by the provider in relation to the commissioned service (e.g. leaflets, booklets, posters, factsheets etc.)