Matrix Quality Standard Staff Briefing Session 14th, 15th, 16th December 2015

Programme The Standard Aims and Objectives Professionalism and Impartiality Promoting the service Improving the service Referrals Impact

What is the Matrix standard? Quality standard to assess and measure information, advice and guidance services Requirement of funding contracts for SFA

How is it assessed? Evidence folder Meetings with staff Discussions with stakeholders Observations Discussion with support agencies

What does the standard assess? Leadership and Management Resources Service Delivery Continuous Quality Improvement

Leadership and Management The service as clearly defined aims and objectives Clear leadership and direction Policies and procedures promoting E&D, impartiality, confidentiality, professional integrity Complies with legislation Defines client outcomes and uses them as a measure of success Promotes the service Clients and staff influence the development of service Effective links with partners and networks

Resources Resources used effectively to deliver service Current, accurate, quality assured information materials Defined skills, knowledge, competencies required to do the role Staff supported to undertake CPD Effective staff induction process

Service Delivery Clients are clear about what they can expect Service delivered effectively Service is impartial and objective Clients are given options to explore and make their own decisions Client supported to access resources including technology Signposting to appropriate other agencies and orgnaisations

Continuous Quality Improvement Measures and evaluates service against aims and objectives Monitors client outcomes to improve service delivery Evaluates feedback to build on strengths and make improvements Evaluates effectiveness of partnerships Defines quality assurance approaches Staff performance linked to their role and aims and objectives Effective use of technology improves the service Continually reviews improvements to improve aims and objectives

Aims and Objectives

Aims and Objectives The assessor support visit indicated that staff need to: Explain their aims and objectives of the service they deliver Describe the service they offer – what specifically do you do? Talk about the impact of what you do, what would happen if you did not do the work you do?

Activity 1 – Aims and Objectives Review the aims and objectives for your service and area of work – is there anything missing? Who are your clients and how do they use your service? How do you measure your success/effectiveness in delivering your service? What do you as a team and individually do well?

Professionalism and Impartiality

Professionalism and Impartiality The assessor support visit indicated that staff need to: Be able to describe how they work in a professional way Explain how they deliver an impartial service

Code of ethics Accessibility Accountability Autonomy Competence Confidentiality CPD Duty of Care Equality Impartiality Justice Transparency Trustworthiness

Our Vision and Values Our Vision To be London’s leading Skills College Our Mission To support economic opportunity through the provision of high quality education, business solutions and skills for work

Our Values Working together for our learners High quality education and training Improving lives Respect and dignity Honesty and integrity Sustainability

Activity 2 – Professionalism and Impartiality? How do you measure and articulate professionalism? What are the College values? How do you apply the values to your work? What is impartiality? How do you show you deliver an impartial service

Promoting the Service

Promoting the service The assessor support visit indicated that staff need to: Talk about how the service is promoted to clients How do you make the service accessible to clients?

Activity 3 – Promoting the service How is the service promoted to clients? How is the service made accessible to clients including information? How do you support clients to access technology?

Improving the Service

Improving the service The assessor support visit explored how improvements are made to the service including how stakeholders are involved in making improvements

Student Voice Course Representatives Student Council / Directorate Representatives Student Ambassadors Student Governors College surveys Student voice meetings LOOP Student Voice Conference Complaints Discussions with staff

Improving the service Student feedback has identified: Students wanted more availability of student space – we reviewed the availability of student space at Wembley and delivered the new OLE The college should open at 8am and so should the LRC – the LRC at Willesden is now open at 8am The student areas need to be brighter and more colourful – we re-decorated the LRC and Student Room at Willesden

Activity 4 - Improving the service How has your service improved as a result of client feedback? How do you contribute to improving the service? What examples are there of where this has happened?

Referrals

Referrals The assessor support visit wanted to explore how and to who referrals are made. Where do we make referrals to? How do we evaluate the effectiveness of referrals? If someone is referred, how do you know they have benefited? How do services link with other areas/services

Referrals Referrals can be to a range of Internal and External partners: Examples of internal referrals are: Learning Support Team Other support teams (all of us) Curriculum teams REED NCFE Examples of external referrals are: Clinic in a box National Careers Service Local Safeguarding Team Catalyst housing

Referrals How do we measure the effectiveness of partners? Service level agreements Formal meetings Informal discussion and meetings How has the service been improved as a result of this feedback?

Activity 5 - Referrals Who does your team make referrals to? How do you know the referrals make a difference? What have you done to evaluate the effectiveness of the referrals?

Impact

Impact The assessor support visit indicated that staff need to: Understand the impact of what they do Talk about the benefit of their services to clients including the development of soft skills and employability skills

Impact Robust and effective financial support arrangements which supports learners to attend: 84% Success 16-19 Study Programme +10% attendance in line with cross college, Adult success in line with cross college +1% attendance Broad range of skills competitions supports students to develop their soft skills and reinforces their vocational competence: finished top of the medal table in London for 3rd consecutive year + 2 World Skills UK Gold medal winners, Market Maker runner up, Skills Show @ CNWL

Impact College-wide focus on developing soft skills through employability activity: in excess of 950 students alongside approximately 200 external visitors and 20 employers supported the Skills Show @ CNWL Job Centre Plus provision supports those in the local community that are furthest from the work place: 9 Skills conditionality and SBWA programmes delivered for JCP customers - 119 starts, 73% Retention

Impact Effective student voice mechanisms ensure students provide feedback about their experience and contribute to the development of their College: 3708 students completed the annual student survey (4% increase), 201 students left reviews of the college through LOOP, Monthly student meetings with estates and catering staff, strong student council and course representatives, meet the managers, attendance learning walk feedback

Impact Excellent high impact student support interventions ensure that those most at risk are able to remain at college and achieve their qualifications: 96% retention of students supported through the Learning Support Team (88% achievement), 9 students received support through food-bank scheme with 89% being retained on their learning programme (100% achievement), 76% retention of ‘at risk’ students (100% achievement) Effective Safeguarding support, including Prevent keeps students safe and supports them to achieve and progress: 89% retention of safeguarded students

Impact Accredited with the Buttle UK Quality Award ensuring the college remains focussed on supporting students to engage in education: 61 students supported with 91% retention and 98% achievement Broad range of enrichment activities including 32 different sporting activities that promotes healthy living / lifestyles: 322 16-19 Study Programme students participated in enrichment activities attending a combined 2776 sessions, an average of 8.6 sessions per student. 94% of these students retained on their programme (+2% 16-19 Study Programme retention), with 90% achievement (+10% 16-19 Study Programme achievement)

Impact Access to learning resources supports students to achieve their qualifications 2443 (36%) of students accessed physical resources from the LRC to support their studies, accessing on average 9 resources per student. 89% of Adults who accessed resources achieved their qualification and 94% of 16-19 Study Programme students achieved their qualification; 14% higher than the overall 16-19 Study Programme cohort achievement

Activity 6 - Impact What is the impact of the service you provide? How does your service benefit the clients that access it? What would happen if you didn’t deliver the service you provide?