Policy Statement:

SIS is committed to ensuring that the quality of linguistic community services (interpreting, translation, social prescribing, advocacy and research) and other services that it provides are of a high standard and reflect best practice.

Improving efficiency and effectiveness of all services delivered is a major priority within SIS. Our investment and commitment to Quality Assurance is based on continuous improvement and working in partnership with all our stakeholders to make our practice better. Our approach to quality is also organisational wide. Every individual in the organisation (including slef-employed sessional linguists) have responsibility and ownership for quality, not just management.

SIS will adhere to the four key principles of Best Value as part of our commitment to maintaining quality of services provided.

• That we are accountable to our customers
• That we are transparent, or open, in the way we do business
• That we are committed to continuously improving our services
• That we take ownership for Best Value

Quality Assurances:

SIS will:

• Ensure that properly documented systems of quality assurances and performance indicators are established and operated.
• Produce written policies and procedures for all trustees, core staff and self-employed sessional linguists to clearly define how quality assurance standards in all areas are to be complied with.
• Ensure whenever possible and reasonable to do so that all relevant documentation, including policies and procedures, membership documentation, and marketing and publicity literature is translated for our service users to improve accessibility to information and services.
• Ensure regular audit and review of key documents, processes and procedures to ensure they meet the needs of our customers, service users,self-employed sessional linguists and the organisation, and where appropriate the requirements of relevant legislation. This will include health and safety, data protection and employment obligations.
• Ensure all business, strategic, development and operational planning are carried out both systematically and transparently to create a positive approach to improving our services.
• Ensure regular monitoring and evaluation of all aspects of service delivery to continuously improve and enhance quality of services provided.
• Ensure that it recruits the required number of suitably qualified, competent and experienced trustees, core staff and self-employed sessional linguists necessary to fulfill all contractual obligations.
• Ensure that all trustees, core staff are comprehensively inducted into the organisation and their respective roles, and that training, support and supervision is provided to ensure effective performance.
• Ensure that arrangements are in place to monitor core staff performance and to conduct regular appraisals which lead to the setting of targets and the identification of opportunities for continued professional development.
• Ensure that the views, requirements and recommendations of SIS stakeholders ((including funders, members, slef-employed sessional linguists, volunteers, service users and the local BAME communities) are solicited and taken into account when determining the operational practice and policy and delivery of our services.
• Ensure that it maintains a log of all written comments and complaints received and that it has in place procedures for the effective management of complaints and grievances.
• Ensure that appropriate Equal Opportunities training is provided to all trustees and core staff.
• Ensure that services are delivered in a way which is consistent with the principles of the European Convention on Human Rights.