Quality assurance measures start even before any casework or supervision is done by ensuring that the relevant human resources and recruitment procedures are in place to ensure that all advisors are up to specified standard, level of experience or qualification.

All advisors will be graduates who have a minimum of two years advice experience and possess the Certificate in Advice & Guidance (NVQ Level 3), the Citizens Advice Bureau Certificate in Advice Competency, or an equivalent or higher qualification.

By agreement between the Advisor and the Union Development Manager, the job description will be regularly revised and updated in line with the relevant National Occupational Standards for legal advice.

The Advice Centre will affiliate to the Advice UK network of independent advice providers. Advisors will also maintain appropriate professional association memberships (e.g. the Institute of Paralegals, Institute of Money Advisers, etc.) and participate in relevant JISC Mail groups. Partnership working with nearby SU advice centres will be encouraged (e.g. the LSU & LHSU Advice Centres Collaborative Working Group). Specialist support and consultancy services (e.g. NHAS housing consultancy or the CAB Specialist Debt Service) will be accessed as required.

Advisors will be encouraged to maintain and enhance their knowledge and skills. Training needs will be regularly explored in supervision meetings.

The Advice & Advocacy Coordinator shall regularly review and update the contents of the Office Manual. This includes all relevant policies (including Confidentiality and Equal Opps), procedures and standardized forms.

8. Case Management & Case Recording Standards

An up-to-date and confidential Client Contacts Sheet will be maintained and will be accessible to all SU sabbatical officers and staff. All clients will be allocated a case number. When appropriate, case notes will be maintained in accordance with the Case Recording Standards procedure.

As part of a reciprocal agreement, advice case files will be regularly checked by suitably skilled counterparts from LSU (John Moores Uni.). The check will use a file review checklist and assess adherence to procedural requirements and the quality of the advice given. The feedback will be explored at supervision meetings.

These will be a scheduled meeting between the Advice & Advocacy Coordinator and the Union Development Manager to explore the peer reviews; any on-going development issues or problems; and training needs.

This is a full assessment of systems, procedures, management and, of course, the quality of advice. The objective is to ensure that all of the appropriate systems are in place in order to support the provision of a quality service, and that these systems do actually produce good quality advice as a result.

The Annual Internal Audit would be conducted by a suitably experienced member of the Board of Trustees and a written report sent to the Union Development Manager.

The Annual Appraisal is a scheduled meeting between the Advice & Advocacy Coordinator and the Union Development Manager to discuss the implications of the Annual Internal Audit; to assess performance against objectives; and to agree new objectives for the coming year.