Home Quality Standards Support fo Assessors Support For Assessors

The Fife Rights Forum Quality Standards Scheme is a self assessed improvement tool for use by services involved in advice, rights and information work in Fife.  The role of the assessor is to verify that self-assessment. Assessors should not think of the quality standards scheme as an audit process.  The primary aim of the standards is to help services improve.

• 1. Attend and complete the assessors training course
   

   

  Each service nominates at least one assessor for the quality standards scheme.  It is important to the scheme that each assessor is fully trained to implement the quality standards to a consistent level.  The training covers use of the QSAT system and detailed information on how to assess against the standards.
• 2. Arrange initial (and further) meeting(s) with your service assessors
   

   

  The assessment team (2 persons) assigned is there to help and support the service through the quality standards process as well as playing a more formal role in assessing the services self-assessment.  If you are encountering difficulties with any part of the quality standards scheme the assessment team should be the first point of contact.  It is the responsibility of the assessment team to make initial contact with the agency.
• 3. Read and become familiar with the Quality Standards
   

   

  Assessors should gain an understanding of the requirements at each level. The generic template of each standard is:

  Level 1 - There is a solid foundation for the service to build and improve upon.

  Level 2 - A more comprehensive approach to developing the service, often evidenced by widespread staff knowledge and clear planning.

  Level 3 - A review process that clearly contributes to continuous improvement.

  Assessors should also become familiar with the QSAT system they and the services are required to use to manage the quality standards process.

  If an agency is being passported into the Quality Standards scheme, the assessors will be required to read and apply the passporting document.

  The passporting document is prepared by the independent verifier and will be given to the assessment team near the start of their assessment process. Assessors may need to communicate with the independent verifier.

• 4. Provide support throughout the assessment process
   

   

  Services may occasionally have difficulty interpreting the requirements of a particular standard or finding the appropriate evidence for their portfolio.  The assessment team should provide support for services, making suggestions for improving portfolios and putting the service in touch with other sources of help.
• 5. What to do during the assessment visit
   

   

  a)   Assess jointly with your fellow assessor the evidence for all standards and complete the required
        fields on QSATS.   There may be times when services are assessed on less than all 13 standards (as
        a result of passporting). Assessors will be notified if this is the case.

  b)   Assess the evidence for each of the standards on:

        i)  Currency - is all the evidence current? Ensure that you are not assessing out of date policies 
            and procedures.

        ii)  Relevancy - Is the evidence presented relevant to the standard?

        iii) Reliability - Is the evidence reliable? E.g. does the evidence have the look of something just
             drafted to meet a standard? Has the policy / procedure been implemented / adopted by the
             service in the required manner?

        iv) Sufficiency - Is there enough evidence to support the self-assessment

        v) Consistency - Does the evidence supporting one standard conflict with the evidence
             supporting another?  This may point to weaknesses in the self-assessment.

  c)    Seek clarification from the service regarding any ambiguities in the evidence.

  d)    Agree on any compliances that need to be made. Insert a note of the compliances in the QSATS
         notes field.

  e)    Complete the assessment on QSATS. Agree on the level of award and advise the service of the likely
         success or otherwise of their application.

• 6. Guidance on issuing compliances
   

   

  If a service meets most of the requirements of a standard but does not fully meet the standard, an assessor can issue a compliance to the agency.  A compliance requires that the service meets and evidences a particular requirement within a set period of time.  A service cannot apply for a compliance. They can only be granted by the assessors.

  The rationale behind compliances is that a service should not fail to receive a level two or level three award on the basis of a few slight divergences from the standards. Assessors should not issue more than a few compliances.

  Any compliances should be noted on QSATS.

• 7. Guidance on agreeing an exemption
   

   

  Any service can apply for an exemption from any particular Quality Standard (except Level 1 of the standards on Child Protection and Children's Rights and Participation).  An assessor should agree an exemption if the service has demonstrated that a particular standard is not relevant.  Services will complete an exemption form, putting their case for exemption from compliance with a particular standard, on the basis of the lack of relevance of the standard to the service they provide. The Service will submit the exemption form to the assessment team, using QSTATS.

  Examples of exemptions include an exemption on the children's rights & participation standard for a service dealing with the elderly or an exemption on the recording case work standard for a service that does not do case work.

• 8. Support for assessors
   

   

  If you require an answer to any queries you may have as an assessor you can contact Katy on the number below or complete the Support Form.

  Katy Stevenson
  08451 555 555 ext 442663