2. The matrix standard is the unique outcomes based quality framework for the effective delivery of information advice and/or guidance that supports individuals in their choice of career, learning, work and life goals.

3. The following are key terms used throughout the matrix standard

4. This refers to the body which manages, administers and delivers the service and has applied for initial accreditation or accreditation review against the matrix Standard S&L is the Organisation which acts as an over-arching body

5. This is the information, advice, and/or guidance provided by the organisation to support individuals in their choice of career, learning, work and life goals. Our Service is information, advice or guidance.

6. This refers to people who access the service, whether they are employees of the organisation or external users of the service. Clients are our learners or customers who may come to us via Ansbury or Pathway

7. High quality careers advice and guidance can make a real difference to people’s lives. It promotes social mobility and helps people make the educational, training and work choices that get them onto the right path in life. (John Hayes Minister of State for FE SLL 2011)

8. 1 Leadership and management 2 Resources 3 Service Delivery 4 Continuous quality Improvement

9. Information is about learning and work opportunities by:  Printed materials such as CIS and brochures  Signposting to other courses & learning opportunities  Websites  Verbal information to the customer either face-to- face or by telephone  Local or national help-line services such as Direct.gov.uk or signposting to the National Careers Service Information is given without any discussion about the relative merits of the options

10.  Requires more interaction with the customer, usually on a one-to-one basis  Is usually limited to helping with interpretation of information and with meeting needs already clearly understood by the customer  May include a recognition of when more in- depth services may be required by the user, and referral or signposting to guidance services such as the National Careers Service & Ansbury

11.  An in depth interview conducted by a trained adviser which helps customers: ◦ to explore a range of options ◦ to relate information to their own needs and circumstances ◦ to make decisions about their progression into learning and work We are working in partnership with Ansbury to widen participation across Dorset

12.  Sampling across a range of different course lengths  Using Start of Course Feedback Forms with short Courses in addition to long Courses

13. David Folland will be with us from Monday 2 nd June Further Information: Julia Fay – Customer and Business Support Team Leader 01202 262300 j.fay@poole.gov.ukj.fay@poole.gov.uk www.matrixqualitystandard.com