About the General Quality Mark

The General Quality Mark comprises a set of standards and requirements that assure the quality of service provided by legal advisers.

To carry out Legal Aid work organisations must obtain the appropriate Quality Mark for the level of service they provide. Members of the public who seek legal advice and other help can they rely on recieving a quality assured service.

Organisations must show they meet the required standard for the type of service they deliver to be:

The standards cover seven key quality areas, known as the Quality Framework:

Access To Service: This covers planning the service, making others aware of the service and non-discrimination

Seamless Service: This covers active signposting and referral to other agencies and awareness of any appropriate CLD partnership arrangements

Running the Organisation: This covers the roles and responsibilities of key staff and financial management

People Management: This covers equal opportunities for staff, training and development, supervisors and supervision and casework criteria

Running the Service: This covers client information and case managment, independant review of files and feedback to Advisors

Meeting Clients Needs: This covers information to clients, confidentiality, privacy and fair treatment and maintaining quality where someone else delivers part of the service

Commitment to Quality: This covers complaints, other user feedback and maintaining quality procedures.

 

Previous Page