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

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

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

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

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

6. 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

7. 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

8. 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

9. 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

10. Aims and Objectives

11. 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?

12. 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?

13. Professionalism and Impartiality

14. 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

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

16. 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

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

18. 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

19. Promoting the Service

20. 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?

21. 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?

22. Improving the Service

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

24. 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

25. 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

26. 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?

27. Referrals

28. 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

29. 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

30. 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?

31. 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?

32. Impact

33. 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

34. Impact
Robust and effective financial support arrangements which supports learners to attend: 84% Success 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 CNWL

35. 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 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 starts, 73% Retention

36. 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

37. 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

38. 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: Study Programme students participated in enrichment activities attending a combined sessions, an average of 8.6 sessions per student. 94% of these students retained on their programme (+2% Study Programme retention), with 90% achievement (+10% Study Programme achievement)

39. 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 Study Programme students achieved their qualification; 14% higher than the overall Study Programme cohort achievement

40. 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?