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.