Intake operates in accordance with the organisation’s Quality and Standards Framework. As part of that Framework, the team have their own process for Quality Monitoring which ensures accountability in achieving the business objectives.

8.1 Feedback and accountability

1-2-1’s are to be arranged to coincide with the monitoring every three months. All samples and scores will be fed back accordingly. Line managers will use the standards, the definitions, the complaint record, the call recording and any other relevant documents to support the feedback.

All parties are accountable for maintaining and improving individual performance and this should be managed in line with our performance management guidance.

Individual results and feedback will only be shared with the advisor and any relevant managers. Overall team performance will be published.

See also: Quality and Standards Manual