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Customer Charter and the Charter Plus

The  Customer Care standard was launched in October 2009 for network members. 

In order to continually improve the customer experience, and following consultation with the providers' network, the Joined Up For Jobs partnership introduced a customer care quality standard for provider organisations.

Organisations are assessed against seven indicators using a portfolio of evidence and additional information gathered via an interview process. 

Providers seeking City of Edinburgh Council funding are expected to hold or be working towards the Charter. Other quality standards such as SQMS or Customer Service Excellence can support elements of the JUFJ standard by credit transfer.

The decision to award the Charter to applicant organisations lies with the JUFJ Charter Board, which reports to the Jobs Strategy Group.

Charter Plus

Some JUFJ organisations provide a higher level of service to clients who need it; usually those furthest from the job market and those who face multiple barriers.   This support typically includes some form of aftercare which helps clients to sustain employment.

Charter Plus has been introduced to identify and accredit those provider organisation.  This enables clients and the other services which support them such as the NHS to identify the employability organisations that can give them the range of support they need.

Charter Plus is only available to organisations that have already achieved the Customer Charter.  The format for assessment is the same, and the assessor will carry out a structured interview with a case manager.

 

For more information contact

Jenny Ewing

0131 270 6045

 

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