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Quality of
Advice
Advisernet
is a comprehensive information system used by all Bureau. It
allows advisers’ to access information on topics such as Debt,
Employment, Benefits, Housing etc. It is constantly updated and
revised by Citizens
Advice so that
the advice we give you is accurate and reflects any
current
changes in
legislation.
The advice process
As soon as
an adviser has collected all relevant information from the
client they look up the relevant information on Advisernet. Before
returning
to the client they will consult with an Advice
Session Supervisor who is an experienced adviser and whose job
is to ensure that the information given to
the clients is accurate and complete.In fact this role is
a system of quality control.
After each
interview advisers record the interview using an electronic
recording system CASE. They record the enquiry, what
advice has been given and what options were agreed.
This case record is saved and
passed to another to an Advice
Session Supervisor.who checks the
details to ensure that it is
correct. This is a further system of quality
control.
Quality
control
The Advice
Session Supervisors will carry out monthly, a number of Independent
File Reviews. This is a process where random cases
are
picked out and looked at again using a detailed
criterion. Again this is to ensure that the advice given to the
public is of a very high standard.
The last system of quality control is imposed
by Citizens Advice on
all
bureau. It is known as the Quality of Advice Audit.
This is again a very detailed look at a number of random cases by
somebody who works for the National Citizens Advice Service
but who is independent of the bureau.
Again a very
strict criterion is used to ensure that high standards of
advice
are received by
the public. Failure to pass this audit means we could
lose
our agreement
to operate as Citizens Advice Bureau.
So as you can see we go to great lengths to
ensure that when you visit the Citizens Advice Bureau you can be
assured that you will get a high standard of
advice.
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