NAVCA QUALITY AWARD 2013 Performance Standards and Introductory Notes (Web Version)

Transcription

1 NAVCA QUALITY AWARD 2013 Performance Standards and Introductory Notes (Web Version) NAVCA Quality Award Workbook Revised June

2 Introduction to the NAVCA Performance Standards The NAVCA Performance Standards and Quality Award were launched in They are a set of outcomes-based quality standards for NAVCA members delivering support and services to local voluntary organisations and community groups. Our Members use the NAVCA performance standards to provide shape and direction for their work. They are unique in that no other quality mark provider assesses performance against the support and development provided by infrastructure organisations. The standards reflect the essential functions of a local support and development organisation and help them to demonstrate how the services they provide make a real difference to their local voluntary and community sector. The outcome of a successful audit should be shared with local commissioners, elected members to public bodies, local MP and other significant stakeholders as a real demonstration of their ability to make a difference in their communities. Our experience has shown that NAVCA Members get the most from using the standards when their work, including the development of strategic and business plans, is mapped against the performance standards and the measurement of quality is integrated into the delivery of services. Organisations who have gained the NAVCA quality award have found that not only does it help them to improve the delivery of services but the process also helps to strengthen the organisation, increasing its credibility with partners because of its visible commitment to quality. The NAVCA Performance Standards do not cover areas such as governance, finance or other internal areas of a local support and development organisation. However, for the effective delivery of core activities, a NAVCA Member must be well governed and managed. NAVCA therefore requires a member wishing to gain our quality award to have achieved an appropriate quality assurance system and signposts members to PQASSO; ISO 9001; Matrix as suitable systems. Excellent service for local groups Our quality award is a rigorous, externally audited evaluation of the quality of services offered to voluntary organisations and community groups by NAVCA Members. Once awarded, the certificate is valid for three years. During these three years we expect the award holder to seek to maintain their standards as well as demonstrate continuous improvement against them in order to improve products, services or processes. We would expect an award holder to identify any continuous improvement activity that they are undertaking as part of their annual work plan or as a discreet piece of work as evidence. 2

3 Revised edition 2013 After a few minor changes over the last 18 months, it became apparent that the award needed a major review to ensure that it remained fit for purpose in the new political and economic climate. The standards have remained much the same, as the essential functions of a NAVCA member. However, we have made the standards more outcome-focused, easier to follow whilst maintaining the rigor of the audit system. These changes aim to provide you with a stronger evidence base on which you can develop your tender and grant applications as well as placing you in a stronger position to demonstrate the real difference that quality local support and development can deliver to local communities. The changes we have made to both the standards and the process are outlined in the guidance notes below. N.B. NAVCA is planning to move from a paper based report and audit process to a fully interactive on-line version. To that end we have made only minor changes to the workbook at present but we will be requiring, wherever possible, all evidence to be submitted electronically to your auditor. Changes to the process As you work your way through this new edition of the self-assessment workbook you will notice a number of changes. These have been made to help improve the assessment and audit process, preventing the duplication of evidence, a common issue in the previous process. We have reduced the number of standards from 5 to 4; this has been done by combining the old standards Four and Five. The rationale for this has been simply that the methods and opportunities for influencing external stakeholder and decision makers have changed. We are introducing a change to the assessment process. The previous process asked for evidence or data collection, with a brief explanation to support it. We are now asking for outcomes-focused case studies that clearly indicate the benefits and differences made as a result of the LSDO activities and outputs. The outcomes and suggested evidence in the revised standards have been simplified and in most standards reduced whilst maintaining the rigour of the process. The reduction of outcomes and evidence listing has been achieved by introducing a new section; Baseline Activities. The baseline takes into account the areas of activity (or outputs) that are common to all LSDOs and are the building blocks of effective and successful organisations. The assessment for the baseline activities is a selfassessment process with a few requests to see some evidence. The baseline activities will need to be completed / fulfilled before moving onto evidencing the outcomes-based standards. We have refreshed the use of language and labels to reflect the environment we currently work within. 3

4 Evidence collection and assessment of the Baseline Activities The baseline section takes into account the areas of activity (or outputs) that are common to all NAVCA Members and are the building blocks of effective and successful organisations. The Baseline Activities cover the following areas of your organisational activity, each of these points are supported by accompanying statements. The Governance and leadership Strategy Income People and skills Internal systems and infrastructure Although the assessments for each of the baseline activities are a self-assessment process, your auditor will review this section. We will require some examples of mandatory evidence and may request to see some further evidence to support the score you have given. Please note, the baseline activities will need to be completed / fulfilled before moving onto evidencing the outcomes-based standards. The following definitions are how we would expect you to score yourself and how NAVCA will score you at audit. 1. To some extent some of the time 2. To some extent most of the time 3. To a greater extent some of the time 4. Fully, all of the time Evidence collection and assessment for the performance standards Collecting evidence Each standard has its own guidance on how to collect evidence for your case studies. These are specific to each Standard and within Standard 4 there are separate questions for Outcome statements 4.3 and 4.4. Submission of supporting evidence The bulk of your outcome based evidence should be via the case studies. However we do appreciate that there will still be a need to submit supporting documents, etc. For efficiency purposes, we request that that this is undertaken electronically wherever possible. Evidence can be send by , CD-ROM or data stick to your allocated auditor. 4

5 Scoring At the bottom of each outcome evidence collection box, you will find boxes that allow you to self-assess your performance against each outcome. These are self-check boxes, just click the box you think applies to your score and a cross will appear. The outcome statements for each standard are written to equate to the score of three this is the level we would expect most organisations to be achieving. The following definitions are how we would expect you to score yourself and how NAVCA will score you at audit. 1 Not enough information or evidence to be able to make a valid decision on performance 2 The evidence submitted demonstrates that the organisation is working at a level below that expected of the outcome 3 The evidence submitted demonstrates that the organisation is working at the level expected of the outcome 4 The evidence submitted demonstrates that the organisation is working at a level above that expected of the outcome The Standards The performance standards have been completely revised. There are now four standards supported by 17 outcomes. Standard 1; Development - The organisation supports the identification of needs in the local community and facilitates innovation and improvements in service provision to meet those needs. Identification of needs Reviewing and adapting activities Influencing policy and funding Standard 2; Support - The organisation supports local voluntary organisations and community groups to fulfil their missions more effectively. Diagnosing development needs Performance improvement Learning Leadership and governance Income generation Volunteering 5

6 Standard 3; Collaboration - The organisation facilitates effective communication and collaboration amongst local voluntary organisations and community groups and between different sectors. Networking Collaborative working Sharing resources Create and promote formal networking opportunities Record the tangible benefits for those that participate Use insights gathered to inform future planning and practice Standard 4; Influence - The organisation supports local voluntary organisations and community groups to influence policies, plans and practices that have an impact on their organisations and beneficiaries. Foresight Consultation Accountable representatives Capacity for influence Working agreements 6