For organisations
The Scottish National Standards for Information and Advice Providers: a quality assurance framework 2009 is the accepted quality framework for agencies providing advice on housing, money, debt and welfare benefits issues in Scotland.1 It is owned by the Scottish government and operated by the Scottish Legal Aid Board. The standards are designed to help not-for-profit organisations to assess and improve the quality of their advice services, and their primary purpose is to encourage organisations to adopt a culture of continuous improvement for their advice work.
Accreditation also supports organisations to demonstrate to the public and funders that their advice service is well managed and provides good-quality advice.
Where can you find the standards?
You can find the SNS framework on the Scottish government’s website.2 The standards are in three sections.
Section 1 covers the six organisational standards. These are used to measure the performance of agencies through an audit process.
Section 2 covers the competencies that are based on which an agency’s casework is peer-reviewed. Note: while the SNSIAP framework has not changed, the Scottish government has updated the competencies for advisers to ensure they reflect current legislation.3 Section 3 is a good practice guide. It was accurate at the time of publication in 2009, but you should now refer to the SNSIAP self-assessment guidance to help you prepare for audit and peer review.4 Before your agency can apply for accreditation, you must identify the types of advice your agency provides. There are three types of advice.
Active information, signposting and explanation (type I)
Type I work covers actions such as providing information either orally or in writing, signposting or referring the user to other available resources or services.
It also includes the explanation of technical terms or clarifying an official document, such as a tenancy agreement or a possession order.
There is a distinction between the passive provision of information through the availability of leaflets (eg, in public places such as libraries) and the active provision of information by assisting the individual seeking help. These standards are aimed at ‘active’ providers.
Type I accreditation is a one-stage process made up of an audit against the organisational standards.
There is no procedure for auditing casework.
Casework (type II)
Type II work includes:
•a diagnostic interview where the problem and all relevant issues are identified;
•making a judgement as to whether the individual has a case that can be pursued.
Once it is established that the client has a case that can be pursued, actions that your agency may undertake include the following.
•Setting out a client’s options or courses of action.
•Encouraging the client to take action on their own behalf.
•Providing practical aid with letters or forms.
•Negotiating with third parties on the client’s behalf.
•Introducing the client by referral to another source of help.
•Support to clients in making their own case to their creditors.
Type II/III accreditation is a two-stage process which is made up of the peer review of case files, followed by an audit against the organisational standards. You cannot apply for audit until you have successfully completed the peer review process.5 Citizens Advice Bureaux (CABx) follow much the same accreditation process as other advice agencies offering type II/type III advice.6; The only difference is there are fewer organisational standards CABx are required to self-assess against, as they have already undergone a Citizens Advice Scotland (CAS) audit.
Advocacy, representation and mediation at a tribunal or court action level (type III)
This work includes a range of further actions arising from the casework defined in type II. It may have been undertaken by the adviser preparing the tertiary work or may have come to the adviser by referral from another organisation or adviser.
The principal activities may include:
•advocacy and representation – where the adviser prepares a case for the user and represents or speaks on their behalf at a tribunal or court;
•mediation – where the adviser acts on behalf of the user by seeking to mediate between the user and a third party.
Type III work includes some activities that can only be undertaken by lawyers.
The accreditation process for agencies offering type II advice and those offering type II and type III advice is the same.
How to apply and qualify for the standards
Step 1: get ready to self-assess against the organisational standards.
•Read the self-assessment guidance to help you identify what evidence the auditor will be looking for when you are audited.7
Step 2: complete your self-assessment.
•Complete the Self Assessment and Application Form.8 •You may find it helpful to use the three-page self-assessment summary to keep on track.9
Step 3: are you ready for accreditation?
•If no, use the self-assessment guidance10 to identify what is missing and what you need to do to be ready for accreditation. If you are still unsure of what you need to do, contact the SNSIAP auditor.11Email: adviceaudit@slab.org.uk •If yes, move on to Step 4.
Step 4: apply for accreditation.
•When you are satisfied that you are ready to apply for accreditation, you should email SNSIAP to apply.12Email: SNSIAPAPPLICATIONS@gov.scot Your email must include: ◦name of your organisation; and
◦main contact details; and
◦the areas of advice you wish to be accredited in (housing and/or welfare benefits and/or money and debt); and
◦confirmation that you have completed the self-assessment and application form.
More detailed information on the process can be found at .
What happens next?
The first step is to have an internal audit of your policies and procedures.
The second step is to have a selection of your case files audited by peer reviewers. This is where individual advisers’ cases can be subject to an external audit process.
Successful organisations are accredited at types I, II or III, depending on the level of service they offer. A list of accredited agencies can be found at .