NAVCA Quality Award

Andrea AllezPerformance Improvement Manager andrea.allez@navca.org.uk 0114 2893950

Excellent service for local groups

Development of Quality Award

• Performance Standards developed, piloted and agreed by membership in 2005

• Quality Award audit process trialed, refined and launched June 2006

• Trade Mark application made for the ‘Q’• 7 LIOs achieved Award; 38 CVS signed up

Excellent service for local groups

Emphasis on Effectiveness and Continuing Improvement

As sector becomes more prominent in mainstream service delivery, questions of effectiveness increaseAward is designed to help LIO’s demonstrate their effectiveness The Award includes all the key areas of work a local infrastructure organisation undertakes and identifies what it is achieving This gives clarity to both the organisation and all of its stakeholders

Excellent service for local groups

How to achieve the award

Excellent service for local groups

Stage 1

Application to start the process and receive the Award pack. Payment of £100 at this stage.

Carry out self-assessment – deadline for completion within 1 year.

Stage 2

External audit – payment of balance £1675

The Award pack

• Guidance notes

• Overview of standards & outcome indicators

• A worked up example of a self assessment – No 3

• The Standards

• CD - Self-assessment workbook; Action Plan ;

Mapping Chart; a further copy of the Standards

Excellent service for local groups

Self-Assessment

• Against all outputs and outcomes for each Standard• Focus is on evidence that LIO has made a difference to

the local voluntary and community sector through the work it does

• Uses evaluation tools from Measuring Effectiveness pack – hard copy sent to all members + tools accessible on NAVCA website:

http://www.navca.org.uk/publications/meseffect/

Excellent service for local groups

Self-Assessment

Standard 1: The organisation pro-actively identifies needs in the

local community and facilitates improvement in service provision to

meet those needs.

1 Not meeting any of the outcomes in this standard

2 Effectiveness on some/not all outcomes

3 Effectiveness demonstrated on all outcomes

4 Outstanding effectiveness achieved re this standard

Excellent service for local groups

1 2 3 4

Self-Assessment: Standard 1

1.1 Is better informed about new needs Outcome: VCS enabled to receive information on new needs

emerging in community through regular Network and Forum meetings, and through on-line Forums. For example, WCN identified summer activities for children as a key priority, and this became an LAA stretch target

Evidence: Reports and minutes from Networks and Forums (including on-line Forums)

Outcome: Our Development Team help groups access statistics about need e.g. Index of Multiple Deprivation, using specialist software - Pebbleshore.

Evidence: Capacity Building Team monitoring information

Excellent service for local groups

Self-Assessment: Standard 1

1.2 Reviews its services in response to information about changing or emerging needs.

Outcome: Local VCOs, such as This Place Mental Health Resource and Over There Volunteer Development Agency have reviewed and revised their strategic planning focus as a direct result of our Outcomes training programme.

Evidence: Feedback from training This Place Mental Health Resource; details of Draft Strategic Plan; Anecdotal/email evidence

Outcome: In order to promote independent living amongst older people, and to reduce bed blocking, a local VCO, the Good Neighbour Network was formed, and received funding to deliver appropriate services to this client group.

Evidence: Funding bid; GNN constitution; Partnership Agreement

Excellent service for local groups

The Audit process

The external auditor is appointed by NAVCA and receives the self-assessment workbook

Their role is to validate the self-assessment evidence

The auditor contacts the LIO if further information is required

Excellent service for local groups

The Audit process

The auditor agrees the programme for the audit visit and suitable date

The audit visit takes place over 1 day

The auditor prepares a report which recommends the award is made or not

The report is sent to the LIO for comment

Excellent service for local groups

The Audit process

There may be occasion when the LIO is given extra time to gather more evidence for a certain outcome

The final report will be delayed until this has happened

There is no payment required in this case

Excellent service for local groups

The Audit process

In the unlikely event that even after audit, an LIO does not meet all the requirements an action plan will be prepared to address gaps

The process, including payment, will then start again

Excellent service for local groups

The Quality Control process

An auditor moderation meeting is held where auditor recommendations are scrutinised

Decision making processes are challenged

Final reports are then agreed and sent through to the Verification Panel

Excellent service for local groups

The Quality Control process

Verification Panel is made up of NAVCA Trustees and NAVCA senior management staff

The Verification Panel makes the final recommendation for the Award to the NAVCA Trustee Board

Where the Award is recommended the Award is made by NAVCA Trustee Board

Excellent service for local groups

Finally……

The Quality Award Certificates are issued

The final report is sent to the LIO pointing out the development areas which will be looked at during re-assessment

The Award is valid for 3 years

Excellent service for local groups

Process & support

• Lack of resources at NAVCA mean low level of practical support – there’s Andrea!

• Suggest if several of you are working towards the QA at the same time use each other for support

• There are 7 LIOs that have achieved the QA and are willing to give advice

• NAVCA will set up a web page where helpful comments/documents can be accessed

• We are still learning about what people need to support them and will respond as we can

Excellent service for local groups