Q is for Quality AssuranceDate published: 14th January 2021
Citizens Advice & Rights Fife is a member of Citizens Advice Scotland
The aims of Citizens Advice Bureaux are:
To ensure that individuals do not suffer through lack of knowledge of their rights or responsibilities, or of the services available to them, or through an inability to express their needs effectively.
To exercise a responsible influence on the development of social policies and services, both locally and nationally.
We are independent and provide free, confidential, independent and impartial advice to everybody regardless of race, sex, disability or sexuality.
To ensure that these aims and principles are upheld we must comply with the Scottish Association of Citizens Advice Bureaux Membership Scheme. This scheme consists of a set of quality assurance standards to which all bureaux are expected to operate and an audit process used to measure our organisation compliance against the standards.
The audit process consists of two parts:
Organisational Audit, which examines written policies and procedures with other evidence gathered through interviews.
Quality of Advice Assessment, which assesses the quality of advice and information provided at the point of delivery and ensures that a minimum standard of service is met, in terms of the process of advice giving, and the actual technical accuracy of that advice.
To ensure all casework in CARF is maintained at the highest level regular reviews are conducted in accordance with the latest Citizens Advice Scotland (CAS) Quality of Advice Assessment Manual and the Scottish National Standards for Information and Advice Provider’s (SNSIAP) framework.