Quality Mark

What is the Quality Mark?

The Quality Mark is the quality standard for legal information, advice and specialist services. The Quality Mark covers three key standards developed from the Quality Framework.

The Quality Framework

The Quality Mark combined with the Community Legal Service is working towards the aim of improving the quality and accessibility of legal information and help for everyone. Because the range of services organisations provide is so wide there are different levels of the Quality Mark.

Quality Framework
1. Access to Service  The aim of the Community Legal Service is to improve access to legal services and to base the delivery of services on local needs and priorities. Members of the Community Legal Service should be aware of the environment in which they operate and develop their services to meet the needs of their community.
2. Seamless Service Where a member of the Community Legal Service cannot provide the particular service needed by the client, they must inform the client and direct them to an alternative service provider, where available.
3. Running the Organisation Members of the Community Legal Service must have structures and procedures that ensure effective management of the organisation and its resources.
4. People Management Members of the Community Legal Service must ensure that staff possess or acquire the skills and knowledge required for meeting the clients’ needs
5. Running the Service* Members of the Community Legal Service must have processes and procedures to ensure an effective and efficient service to their clients.
6. Meeting Clients’ Needs Clients using a Community Legal Service provider are entitled to receive advice and information relevant to their needs.
7. Commitment to Quality All members of the Community Legal Service are committed to improving the quality of their service
* All seven areas apply to all the standards of the Quality Mark except (5) Running the Service which is not relevant to the Information Standard

The Quality Mark Standard Levels

To find out more about the different levels click on each of the different levels.

The Community Legal Service Directory

The Legal Services Commission publishes a directory, which lists service providers including solicitors, voluntary and local authority organisations. The Directory can be used by the public and a range of organisations to help them find the type of service they need.

There are 13 Directories covering each region of England and Wales. The regional Directory for Yorkshire and Humberside includes the Quality Marked services for the Barnsley area. 

The Just Ask Website lists the information from all the Regional Directories; click here to link to the directory pages.
http://www.justask.org.uk/directory/index.asp??lang=en

What this Means for the Public

Where you see the Quality Mark logo you can feel confident you will receive services of a high standard. The organisation awarded the quality mark will also display what level they operate at. 

CLS Information Quality Mark  CLS General Help Quality Mark  CLS Specialist Help Quality Mark

This level does not reflect the standard of the service but the type of service you will receive. For example, a library will normally operate at the self-help information level, as they will display leaflets and literature on stands with little or no interaction. Solicitors may gain a specialist help level of the Quality Mark as they provide complex legal advice in specific areas of law.

If you go to the section on The Quality Mark Levels you can find out what services you can expect from each Quality Mark level. 

You are not expected to know which level of Quality Marked advice you may need. When you approach an organisation with the Quality Mark sign they will be able to signpost or refer you to an organisation that is best suited to your needs. 

What this Means for Organisations

By obtaining the Quality Mark you will be able to demonstrate to the public that you offer a high standard of legal services, advice or information. Your organisation will be listed in the CLS Directory, Just Ask website and once it is operational the local directory being developed in the Barnsley area.

You will have the opportunity to become a member of the CLS Partnership and have an input into the development of the CLS in the Barnsley area. It may also benefit any applications for funding, as it is an indicator that your organisation operates to a high standard. Eventually BMBC will only fund organisations that provide Legal Advice and Information who have achieved the Quality Mark. 

Applying for the Quality Mark

Barnsley CLSP recognises the importance of the Quality Mark and is committed to increasing the number of organisations in Barnsley who obtain and retain the Quality Mark. This increases the network of quality marked organisations within the area, which can be used not only for providing the actual services but for confident signposting and referrals. It also ensures the standard of services to the people that need them are of a recognised quality. 

If you are considering applying for the Quality Mark, Barnsley Community Legal Services can assist you through the process in a number of ways:

  • The Quality Mark Development Officer
    There is a dedicated Quality Mark Development (QMD) Officer who will provide guidance and support through the Quality Mark process to the organisations who want to apply. This can be done through presentations, seminars and one to one sessions. The QMD officer will discuss a programme with each organisation to make the QM process as smooth as possible.

    If you would like to know more about the Quality Mark or would like to apply please contact the Quality Mark Development Officer: Peter Francis by clicking here. peterfrancis@barnsley.gov.uk 
    or Linda Pattison at the Barnsley Alzheimers Society, email address: mail@barnsley-alzheimers.fsnet.co.uk Tel: 01226 296301
     
  • Mentoring
    Once an organisation has gained the Quality Mark it is hoped that they will be able to share their experiences with other organisations beginning the application process. Acting as a mentor they will compliment the work of the QMD officer and provide extra support should organisations need it.

As more organisations come forward to apply, gain and the mentor for the Quality Mark it is hoped this will strengthen the links between the network of legal advice, and information providers in the Barnsley CLSP.

Click here for a Quality Mark Application form http://www.legalservices.gov.uk/qmark/intro_forms.htm

 

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