The FirstStop Quality Assurance Framework is a generic tool to monitor the quality of housing and care options advice and information services. It is used by EAC to monitor FirstStop's national service, and will be equally useful to local FirstStop delivery partners as a resource for self-assessment and external accreditation. It can be used for all types of interaction with customers - face to face, telephone, email and letter - though it is primarily produced with face to face advice and casework in mind.
The framework is necessary to demonstrate to people who use our services, to funders and to other partners, FirstStop’s commitment to a quality service. It links well to other quality frameworks, reflecting them in relation to organisational processes and procedures, but also offers a distinctive approach by setting out and assessing what makes for a good quality housing and care options advice and information service.
Download complete document
FirstStop Quality Standards Framework 2014.pdf
Download individual sections
FirstStop Quality Standards Framework 2014.doc
Appendix A - service definition.doc
Appendix B - assessment tools.doc
Appendix B1 - monitoring standards advisers Jan 14.doc
Appendix B2 - monitoring standards organisation.doc
Appendix B3 - checklist for assessing if housing and care options services provided.doc
A partnership agreement between FirstStop and Preston Care & Repair, signed on 1st July 2015, aims to imp
This week sees the launch of an upgrade to EAC’s popular online HOOP tool - both the national or universa
The Department has sponsored FirstStop since 2009, and is supporting its expansion during 2015-16.
Comic Relief funded FirstStop's Managing Money Better project, including our housing and care costs toolkit.
Nationwide is funding our 'Live safely and well at home' project including events across the country.
FirstStop is led by the charity Elderly Accommodation Counsel (EAC) working in partnership with other national and local organisations.© 2015 Elderly Accommodation Counsel, 3rd Floor, 89 Albert Embankment, London, SE1 7TP. Registered charity number 292552. Company number 1955490.
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