Service standards

To ensure that the training and organisational development services that we offer are of a high standard, we aim to work to the following four quality benchmarks: 

1. Being needs-led

Before delivering our training we will meet with you in person or over the phone to establish your core requirements before creating a tailored consultancy package for your approval. When delivering training or consultancy, we will remain flexible, respond to feedback and be willing to change tack if required.

We will tell you if we think another training or consultancy organisation is better placed to deliver a service.

2. Developing organisational skills and capacity

We will tell you if we think you already have the skill and capacity internally to carry out a piece of work, training or consultancy work, so as not to de-skill and de-value staff.

We develop working agreements for each piece of work we do to ensure clarity and a partnership approach. This agreement clearly sets out the respective roles and responsibilities of each party for ensuring the desired outcomes of a piece of work.

Our training approach is threefold:

• confirming existing skill and knowledge
• consolidating fledgling or under-used skills
• developing new skills and knowledge.

We will keep a focus on both the process and the outcomes, to help ensure maximum benefit to your organisation after we have gone.

3. Ensuring high quality trainers and consultants

All our trainers and consultants are personally known to us and vetted to ensure they are high quality.

We evaluate all trainers and consultants for knowledge, skill, professionalism and enthusiasm. We expect ourselves, as well as our training associates, to be open to critical feedback, be self-aware and strive for continuous improvement and development.

All our training is well researched, accurate and meticulously prepared.

We will not promise to do something that we can’t deliver due to expertise or time pressures. We would rather be honest than deliver anything less than a high standard of service.

We ensure that all our trainers and consultants are fully committed to values of equality of opportunity and social justice and will always seek to promote best practice and to challenge discrimination.

4. Delivering an efficient, professional and friendly service

We place great emphasis on relational working and will be both efficient and friendly in all your interactions with us.

Any information shared with us about your organisation will be kept strictly confidential.

The Working Agreements we develop for each piece of work ensure that there are clear expectations about aims, responsibilities, outcomes and the practicalities for each piece of work.

We will respond promptly to your calls, emails and letters.

We will ensure open lines of communication throughout the lifetime of a package of work and will regularly check in and review how it’s going. We recognise that all training and organisational development services are delivered to people who work in the real and pressured world of youth offending, thus will, within certain limits, accommodate changes and re-prioritising.

We operate appropriate admin procedures and systems to log enquiries, explore and assess your needs, develop, deliver and evaluate a package of work.

This standards document is a living document which we regularly use to review how we are doing and to acknowledge where we make mistakes or fall below our standards so we can improve, and receive positive feedback and encouragement.