1. Action for Prisoners’ Families Seminar 25 June 2014 Quality services: ticking all the boxes

2. Quality assurance: framework for change Anisha Mehta

3. Quality Assurance A framework for change Anisha Mehta Head of Training and Interventions

4. History First Visitors’ Centres established in the 1970s and 1980s; First play areas established by Kids VIP; Pilot of Family Support Service in 2009-2010; Extended Pilot in 2011-12 Pact and NEPACS Framework Agreement 2013: Pact, Jigsaw, NEPACS, POPS; Mobilisation of Family Engagement Workers across the YOI and Women’s estate Beyond Hidden Sentence

5. Why does Quality Assurance do this to me?

6. Minimum standards Benchmarking Stakeholders Continuous improvement Quality circles Added value Input-output-outcome Performance indicator Right first time Focus groups Self assessment Fitness for purpose Mission statement Internal customer

7. What do I understand by Quality Assurance? The power dynamic

8. Approaches to Quality Assurance Traditional Expert Excellence Consumerist

9. So now I know why I feel like this!

10. No neat fit for the voluntary sector!

11. QA Frameworks &the Voluntary Sector PQASSO – Practical Quality Assurance System for Small Organisations)- self assessment Excellence Model (EFQM previously)- self assessment and award Social Audit – voluntary inspection (external) Investors in People - voluntary inspection National Standards and Best Value - compulsory inspection Quality Mark - compulsory inspection for some groups Quality First - self assessment for very small groups/projects Self assessment Workbook: Measuring Success

12. The key things they all address.... Say what you do Do what you say Monitor and review progress See improvement as a result Element of control/sign off

13. Key things we’re learning at Pact... Creative swiping Diverse staff skill and experience Sacred cows Oddbods Keep asking questions

14. What does this mean for Pact?.... Strong leadership People Plan and Strategy Case management system Theory of Change Service User Participation Agile processes, products and services Researching/implementing our QA framework

15. Thank you for listening

16. Action for Prisoners’ Families Seminar 25 June 2014 Quality services: ticking all the boxes

17. www.prisonersfamilies.org.uk @Prisonerfamily