Achievements
Scottish National Standards for Information and Advice
Providers
The Scottish National Standards
for Information and Advice Providers, is an accreditation framework
established by the Scottish Government for organisations providing
advice in areas such as debt counselling, housing, money and
welfare benefits. Organisations are assessed on the quality of
service and advice they provide and on internal policies and
procedures. Achieved in 2009.
Investors In People
The Investors in People certification demonstrates
Citizens Advice Direct's commitment to its staff and the quality of
training and coaching it provides them. Achieved in 2010.
Evaluation 2009
All organisations which are publicly funded are required to
be evaluated regularly in order to provide an independent
evaluation of public spend and the level of service being
provided. Citizens Advice Direct was successfully evaluated
in 2006 and 2009 saw another successful evaluation by independent
Consultants ODS Ltd. Staff and users of the service are
involved in the evaluation process to establish opinions as well as
a review of internal processes. '95% of users
would recommend the service' was one of the
headline outcomes of the 2009 review.
The Helplines Association (THA)
THA is a member based organisation
which is in place to support helpline based organisations to ensure
quality of service to helpline users. Citizens Advice Direct has
been successful in the BT/THA awards in the past which recognises
performance in the following areas:
- Innovative use of technology to deliver a helpline
service (including the use of multi-channel delivery) -
2007
- Research demonstrating the effectiveness of a helpline
service - 2005