Quality Updates through the Covid period

Covid-19 has made us look at how we do things differently.  The quality team at Advice NI has also had to adapt to ensure we are still able to support our internal teams and member organisations during these unprecedented times.

Our Quality Manager, Marie Gilmore, has continued to facilitate Assessor workshops since May, although, instead of Assessors getting together in groups of 10 or more, to quality audit case studies, these have been taking place over Zoom as one-on-one support sessions with Quality Assessors and Managers from Member Organisations.  The new workshops have a focus on carrying out Case File Reviews and Quality of Advice Audits on the Advice Pro system.  Marie also continues to be available to provide one-to-one support and guidance to member groups on navigating the Quality Portal and the NI Advice Quality Standard preparation.
Behind the scenes, Marie has also been working with the training team on developing a new online Case Recording and Quality of Advice Audit training course.  This is now a blended learning session, with online activities for participants to work through alongside a face-to-face zoom session.  The first session is at the end of November and is fully booked. After this, we hope to run these sessions bi monthly with the next taking place in January/February 2021. 
Internally, our Quality Co-ordinators Agnieszka Wlodarska and Cindy Gordon, have been extremely busy with the Quality Audits for 2020.  Feedback meetings are ongoing between, the Advisers, Member Managers and Project Service Managers. Over the past few months, we have seen a number of new Advisers join our team this means that these advisers need 100% case file reviews carried out on their work.  This remains a substantial area of the quality process though one that is rewarding for Advisers learning and development. 
To further support the Member Organisation Debt Advisers, Agnieszka has organised and delivered bespoke case file review training to the full money and debt Team. 
The next step for the Quality Advice Co-ordinators will be implementing the new Call listening and Shadowing Assessments via telephone and zoom.  This will be with the membership Debt Advisers and internal Advice NI teams.
The Quality Sub-Group continues to lead on developing processes and policy guides.  This group consists of four Member representatives and two Advice NI staff.  The group creates and pilots working policy guides and once agreed they are made available via the Quality Portal for all Members. 
Should your organisation feel you require any assistance or support with any aspects of Quality, or, would simply like to have a chat about quality processes and what is involved, please contact Marie Gilmore, Quality Manager via:
Email: quality@adviceni.net
Telephone: 028 9064 5919
Working hours are 7:30 a.m. to 3:30 p.m.