(Some of SNAP Cymru’s Cardiff and Gwent Staff)
“SNAP Cymru has a myriad of excellent practice with fantastic staff! Recognising Excellence Assessor Neil Huxtable
It’s been another successful year for SNAP Cymru, in which the organisation has been awarded the Legal Aid Agency’s Specialist Quality Mark (SQM) for the third time running. The accreditation highlights the organisations commitment to client care and best practice.
As a standard that is only awarded to organisations who meet the highest levels of management and customer care, SQM accredited organisations undergo rigorous independent assessments every three years. This ensures that they meet required standards of excellence in areas such as client care, case management and risk management.
The Specialist Quality Mark (SQM) is a standard owned by the Legal Aid Agency (LAA) and was developed to help ensure that members of the public in need of specialist advice receive a quality service. The SQM is independently audited by an Recognising Excellence on behalf of the Legal Aid Agency.
SQM requires organisations and Law firms to show that they comply with industry standards for business management and financial control as well as having in place good systems to manage the work with clients. The standard covers supervision and client care, access, running the organisation, plans and organisational issues, including and file reviews, meeting clients’ needs, and a commitment to quality, complaints and feedback.
Assistant Director Amanda Daniels says “We had to pass rigorous desktop audits and these were followed up by on site audits and interviews, including examination of our case files, policies and procedures. As in the first two audits we passed with flying colours! We provided a comprehensive demonstration that all of our systems are to the required standard and in many areas significantly above what is required. Holding the SQM demonstrates our commitment to the provision of quality services. To achieve the standard we continually improve our systems, our staff and volunteers take quality seriously and work extremely hard to maintain these standards. All of this ensures increased client and funder confidence.
Denise Inger CEO commented;
“We are delighted to have secured our SQM standard for the next three years and to be recognised as an organisation that excels in providing quality services for families throughout Wales. Providing our families with the highest levels of client care is one of our core values.
This accreditation is proof of our commitment to delivering a quality service. It is a formal recognition of the way in which we work, clients come first and we always act in their best interests. It also reflects our thorough in-house systems and processes which enable us to be more effective and efficient in our service delivery. We invest in people and new technology, to give an accurate, efficient service that is good value.”
(Assistant Directors Caroline Rawson and Amanda Daniels and CED Denise Inger)