A2 The community should be made aware of the service that is being offered Ref Requirement Completion Notes A2.1 Does your service provide details of the type of work it does to relevant local service providers, including how they can be accessed? Yes / No Please confirm how this is achieved – (if you have a written procedure please attach it). If you have an answerphone message, does it include further information about the service for people who call out of hours? (This requirement is applicable to organisations applying for the telephone standard). Yes / No/ NA A2.2 After certification, will you display the AQS logo? (This is also relevant for telephone requirements). Yes / No A3 Organisations must be committed to providing equality of access to legal services for all clients Ref Requirement Completion A3.1 Do you have an equal opportunities policy in effective operation that precludes discrimination in selecting and Yes / No Please attach a copy of this policy if not already included in the plan at A1.1.
Do you have any plans to expand your services? A1.1 Note: You should identify any expansion to your service, e.g. increased opening hours, outreach sessions, new areas of work or new client groups. What resources do you have to support your service delivery and are there any opportunities for increased funding or other resources? A1.1 Note: You should consider financial, physical and human resources that you have to provide your service, and how you use them as effectively as possible to provide the service. You should identify any gaps in resources, plans to fill these gaps or resources for any expansion. How will you ensure that your service provides access to members of your target group? A1.1
Has experience of managing advisers? Yes / No Can demonstrate how they have maintained knowledge of legal changes and practice? Yes / No Is accessible to those working within the organisation and contactable if not on site? Yes / No/ N/A Please give details of their availability, relevant experience and experience of managing advisers (or complete the relevant box / es under the ‘Guidance’ section that follows). D4.3 Do you have you a process to allocate / enquiries to advisers according to their abilities? Yes / No Please give details or attach a copy of this process. Does this process include procedures to avoid burn- out? Yes / No/ NA D4.4 Is your supervision system tailored to the skills of the individual? Yes / No Please give details or attach a copy of this process (see the ‘Guidance’ section that follows). D5 Cases are dealt with by competent staff Ref Requirement (including telephone) Completion Notes D5.1 Are the people undertaking casework identified in the service strategy? Yes / No This information should be included within your services plan as discussed in section A1.1 Is there at least one caseworker that spends at least 12 hours a week in the relevant category? Yes / No
Do you keep them for at 6 years? Yes / No E1.3 Do you have procedures to identify and deal with any conflict of interest in acting for a client? Yes / No Please provide a copy of this procedure or complete the relevant box / es under the ‘Guidance’ section that follows. E1.4 Can you describe what you consider to be key dates? Yes / No Please give this description. Do you have a diary system for dealing with them? Yes / No E1.5 Do you have systems for case files / information records to be orderly? Yes / No Do you have systems to ensure that progress on a case file / information records are clear to any other caseworker? Yes / No E1.6 Is the information given to a client either verbally or in writing clearly identifiable on the case file / information record? Yes / No Does the supervisor give the advisers time in between calls to allow records to be maintained? Yes/ No/ NA E1.7 Will your organisations collect and make available data reasonably required by the Advice Services Alliance in assessing the performance of the AQS? Yes / No Note: The determination and collation of information will be open to consultation with representations from the lead professional bodies. E2 Independent review of quality of work and follow-up where needed Ref. Requirement Completion Notes Do you have a written procedure for review that includes the following?
review or complete the relevant box / es the ‘Guidance’ section that follows. E2.1 An independent review of a sample of case records to check: The quality of legal advice given; and That case management procedures are followed. Yes / No E2.2 A description of the number of files and the frequency of review according to each person’s experience and quality of work (You will need to justify this to an auditor); and Yes / No E2.3 A record of the review is retained on the case file and in a central record; and Yes / No E2.4 Systems are in place to ensure corrective action identified at file review is done; and Yes / No E2.5 Reviews are undertaken by supervisors or experienced individuals under the control of the supervisor. Yes / No E3 Feedback process for service and performance reviews Ref. Requirement Completion Notes
F3.2 Arrangements can be made to ensure privacy in meeting with or dealing with queries from the clients. Yes / No Please confirm what arrangements are in place. If calls may be recorded or listened to, are clients made aware of this? Yes / No Do you consider the effects of telephone technology on confidentiality? Yes / No/ NA Does your policy include establishing a client’s identity before discussing confidential information over the telephone? Yes / No/ NA F4 Quality is maintained where part of the service delivered by someone else Ref Requirement Completion Notes F4.1 Where part of the case is done by another service provider are they selected using clear criteria, including the principles of equal opportunity? (Note: this does not mean via a referral – you will maintain ownership of the matter). Yes / No Please attach a copy of the selection criteria. If the client is to be charged for this service, are they informed of this at the outset? Yes / No How will you give evidence of this? F4.2 Clients know who will be doing the work and are consulted about this if applicable. Yes / No How will you give evidence of this?