National quality standards
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.
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