23 Feb 2012

Information Advice and Guidance

Information, Advice and Guidance (IAG) Principles

Our information, advice and guidance (IAG) services should promote the value of learning, be accessible to people and provide them with the help they need to enter and progress in learning and work.

The principles are implicit throughout the eight elements of the matrix quality standard for information advice and guidance services.

The principles for coherent information advice and guidance delivery are:

Accessible and Visible
IAG Services should be recognised and trusted by clients, have convenient entry points from which clients may be signposted or referred to the services they need, and be open at times and in places which suit client’s needs;

Professional and Knowledgeable
IAG frontline staff should have the skills and knowledge to identify quickly and effectively the client’s needs. They should have the skills and knowledge either to address the client’s needs or to signpost or to refer them to suitable alternative provision;

Effective Connections
Links between IAG services should be clear from the client’s perspective. Where necessary, clients should be supported in their transition between services;

Availability, Quality and Delivery
IAG services should be targeted to the needs of clients, and be informed by social and economic priorities at local, regional and national levels;

Diversity
The range of IAG services should reflect the diversity of client’s needs;

Impartial
IAG services should support clients to make informed decisions about learning and work based on the client’s needs and circumstances;

Responsive
IAG services should reflect client’s present and future needs;

Friendly and Welcoming
IAG services encourage clients to engage successfully with the service;

Enabling
IAG services should encourage and support clients to become lifelong learners by enabling them to access and use information to plan their careers, supporting clients to explore the implications for both learning and work in their future career plans;

Awareness
Adults should be aware of the IAG services that are relevant to them, and have well informed expectations of those services.

Our Information, Advice and Guidance Statement of Services

Our aim is to offer a customer focused service, which is convenient for all clients to access and provide up to date, comprehensive and impartial information, advice and guidance.

About our IAG service

This service is designed to help you to make an informed decision about your future options. This statement briefly outlines the available services and facilities.

Our clients

  • Current learners
  • Potential learners
  • Employers

Our services

ISIS Training provide a confidential, impartial and objective information and advice service concerning learning opportunities, skills and qualifications, career progression and how to access them.

ISIS Training offers:

  • Apprenticeships        
  • Foundation Learning
  • Train to Gain
  • Skills for Life

 What you can expect from us

  • We will be welcoming and friendly
  • We will be professional and knowledgeable
  • We are happy to answer your enquiry by telephone or e-mail or to offer you an individual appointment
  • We will treat you fairly and equally
  • We will tailor our services to your needs

 What we expect from you

 As much relevant information as you can give us to help us to respond to your enquiry fully

  • To contact us promptly if you have any questions or concerns about your learning
  • Let us know if you need to cancel or re-schedule an appointment
  • To be honest and open with us, and work towards meeting your agreed aims
  • Take ownership and responsibility for your learning
  • Provide feedback on the quality of service we provide
  • To treat ISIS Training staff and fellow learners with respect
  • Not to accept or participate in any form of discrimination, harassment and/or bullying; and to report such incidents
  • Whether in employment, placement or attending training at our centre adhere to the relevant company’s policies and procedures at all times

 Confidentiality

In order to provide the best possible service we keep a record of your details and a summary of your discussion with us. This record can only be accessed by authorised staff who may need to see this information as part of their work. ISIS Training complies with the requirements of the Data Protection Act 1998.

Equal Opportunities

ISIS Training welcomes enquiries from all people regardless of their age, race, colour, gender, and sexual orientation, religious or political beliefs, disability, marital status, or background.  ISIS Training is committed to the aim that everybody is given equal opportunity to access our IAG services and learning programmes.

Feedback: Compliments, Comments and Complaints

We are committed to developing the quality of our services and we regularly send out surveys to find out how far learners and employers are satisfied with the learning programmes and support provided by ISIS Training.   However, we are more than happy to receive feedback from you at any time. 

We hope that you are happy with the service you receive but if you are not then we will investigate and deal with any difficulties you experience.   If you have a complaint then we will treat it in confidence and will do our best to resolve it fairly and quickly in accordance our complaints procedure, a copy of which you can request at any time from a member of the ISIS Training team.

 

ISIS Training has been awarded Matrix Accreditation for the provision of Information, Advice and Guidance services. The Matrix Standard is the national quality standard for any organisation that delivers information, advice and/or guidance on learning and work.