Quality of Advice Assessment Feedback

QAA Feedback

• 1. Everyone needs to update client consent status on Casebook.

• • Consent to record and use their personal information?

  • Consent to share information for collecting feedback?

  • Consent to share information for referrals?

A new “renew” button has been added to Casebook and this should be pressed if the cl hasn’t given consent in the last 6 months.

• 1. As part of good customer service a client who wishes to remain unnamed should be given their Casebook client number and told to quote their client number if they return to the Citizens Advice.

  2. Include dates of all letters/meetings/phone calls relating to client’s query and advise clients of relevant deadlines.

  3. Explore emergencies

  4. Make a note of what action the client has taken so far

  5. Explore related topics e.g. debt & benefits, employment & discrimination, separation & benefits, health benefits & social care

  6. Important to note what client’s capabilities are in your casenotes regarding- literacy/computer skills/ access to the internet/email and to take this into account when giving options on the next steps

  7. Always include a “query” section to clarify exactly what information/help client wants and make sure you include notes in the “next steps” box as to exactly what was agreed to help cl resolve matter and what could be done if next steps were unsuccessful.

  8. Clarify exactly what information has been given to client and how this information was given to cl (i.e was information given over the phone, via email or posted to client).

  9. Sources must be independent and should included for all information that has been given to client but references alone are not sufficient because there is no way of knowing exactly what information from the reference was provided to the client.

  10. When signposting clients to another organisation check that the organisation is able to help cl with their query. Where possible provide the client with the following information and make a note of this information in your notes in case the client recontacts us:

      1. · Contact number

      2. · Opening times

      3. · Address, if application

      4. · Details of information client should have to hand when they contact the other organisation

      5. · Details of any fees that the other organisation might charge

      6. Include references in your Petra notes about where any information given to the cl has come from.

  11. Make your casenotes clear so that someone who has not read the casenotes can fully understand what has happened, what the client’s goal is and what was agreed could happen next to progress the matter

  12. Ensure that the “Advice level” recorded on Casebook is actually relevant.

• • 1. Information: pointing to a leaflet or webpage / signposting to another organisation

    2. Discrete: a single piece of self-contained advice

    3. Detailed: in depth, complex or multiple pieces of advice

    4. Casework: specialist advice from trained subject matter expert who is taking ownership of the case.

At gateway assessor level, I would expect most cases to fall in the information/discrete advice level.