Customer Service Excellence
In 2009 SIS became one of the first Community and Voluntary Sector organisations to secure the cabinet office quality standard Customer Service Excellence. We have now held this quality mark for 9 years.
In 2019, we received Compliance+ in Five areas: Customer Experience, Customer Insight, Community Support, Employee Empowerment, Partnerships
This governmental quality mark tests areas of public services that research has indicated are a priority for customers; delivery, timeliness, information, professionalism and staff attitude. There is also emphasis placed on developing customer insight and measurement of service satisfaction.
“Interaction with wider communities remains as a massive strength with SIS held in high esteem locally. Partner organisations see them as a highly credible organisation with an excellent grasp of local issues and feel they play a key role in signposting and networking within local communities with many demonstrable benefits”
CSE Assessor Feb 2017
INVESTING IN VOLUNTEERS
SIS have recently achieved the Investing in Volunteers Quality Standard, recognising the excellent work we do with volunteers.
Arran Evans, SIS Director said “We are delighted to have achieved this important award and will use it to continue to improve our support for Volunteer Linguists and others.”
Investing in Volunteers is the UK quality standard for all organisations involving volunteers to improve the quality of the volunteering experience and for organisations to acknowledge the enormous contribution made by volunteers. Investing in Volunteers is managed by the UK Volunteering Forum and delivered by NCVO.
SIS was assessed against a range of best practice standards and proved to excel in all aspects of working with its volunteers.
Investing in Volunteers is unique in that it is the only standard that focuses on volunteers. It is based on four areas of volunteer management; planning for volunteer involvement, recruiting volunteers, selecting and matching volunteers and supporting and retaining volunteers.
Further information about the Standard can be found on https://iiv.investinginvolunteers.org.uk
SIS achieved the Quality Performance Mark for Advocacy in June 2016 and are currently in the process or renewing this quality standard.
The QPM works in conjunction with the Advocacy Code of Practice, enabling providers to demonstrate how they are meeting the different standards set out in the code.
“Working with 19 accredited sessional bilingual advocates who between them speak 15 different community languages, enables SIS to speak up for/with people who otherwise would remain unheard and unable to access mainstream services, on an equal footing with the rest of the population, in Brighton and Hove.”
QPM Assessor June 2016
Sector Stars 2016
Outstanding Volunteering Contribution: Adults
SIS Volunteer Linguists from the Health Promotion and Social Prescribing Project were recognised for their fantastic work. They volunteer a minimum of 3 hours per week to support people with language needs by empowering them with knowledge, reducing frustration and improving well-being, making people feel important, providing a crucial cultural buffer, facilitating integration and giving service users a voice.
Sussex Interpreting Services has previously won Sector Star awards in 2012 for “Biggest Impact in the City” and in 2014 for “Excellence in Furthering Equality and Diversity”
Simple Quality Protects
Simple Quality Protects provides a progressive programme for local community and voluntary organisations to work through, to help them to demonstrate to users, staff, volunteers, sponsors, statutory organisations and influential bodies the quality of their services, in particular safeguarding of children.