Information, Advice and Guidance (IAG)
Skegness College of Vocational Training (SCVT) is committed to delivering a high quality service in Information, Advice and Guidance (IAG) to existing and potential learning candidates, our staff and others as required (collectively referred to as ‘clients’).
Provide IAG on a one-to-one basis in learning, work and personal development, subject to client status (see Levels of IAG below).
Promote IAG via our publicity materials, newsletter, website, media releases, word of mouth, open days, visits to schools, and through contact with external agencies (eg. Careers Service, Youth Service, Job Centre Plus).
Respond to requests for IAG in a timely, impartial and confidential manner.
Maintain appropriate IAG data resources and staff training to ensure a quality service is delivered to clients.
Maintain appropriate records of IAG, including client feedback, in order to evaluate and review the effectiveness of the provision and ensure continuous quality improvement is carried out.
Access to IAG
Clients must be able to access and receive information, advice and guidance. This will be achieved by:
- All staff will be trained to respond positively to clients calling in to the Centre or contacting us by telephone.
- Many people in this area live in rural situations with poor transport and may not therefore be able to call into the Centre. IAG must be made available via telephone or email.
- Information can be provided in large print, CDs, or read out to the individual client.
- For other formats (eg. braille, BSL or foreign languages) clients will be signposted to the most appropriate provider of alternative formats (eg. RNIB, RNID).
Levels of IAG
Competency of Staff & IAG Roles
The IAG Co-ordinator is the Hair & Beauty Manager. She is responsible for IAG monitoring, training of staff and the production of relevant information and media under the governance of the General Manager.
In the absence of the Hair & Beauty Manager staff should refer to the General Manager for support and guidance in their IAG role or to refer clients in the absence of a formal advisor. In the absence of them both, staff should make an appointment for the client at an appropriate date and time (see response times below).
Staff training needs will be monitored during staff appraisals and records maintained by the General Manager. New staff members will receive IAG as part of their induction and, during their probationary period they will receive training in the delivery of IAG to others.
IAG Roles are set out on the company’s Organisational Chart, a copy of which held in the policy folder at each centre. Record keeping for IAG is set out in the Learner Journey attached to this policy. The different roles are defined as follows:
Conducts interviews and formal one to one discussions with clients.
Conducts reviews and tutorials and discusses any concerns learners raise during these sessions.
Meet and greet role and taking down details of client’s needs which is then referred to a Formal Advisor or IAG Co-ordinator.
Where it is not possible to respond immediately to a request for one-to-one IAG by a Formal Advisor the IAG Co-ordinator will ensure a response is made within 24 hours and that a suitable appointment is arranged within 48 hours of contact.
Delivery of IAG
The extent of information, advice and guidance given is defined below.
For any client the process of IAG begins at the point of initial contact. For learners it will lead to the application process and then a formal interview, but will be an ongoing process as part of their programme or course. IAG is available to learners at any time upon request, and towards the end of their course they will be offered IAG as part of progression planning.
Information is available on a wide range of issues and may relate to learning, work and personal life. It will be available in many formats including the website and social media, leaflets and brochures, course guides, policies, procedures and good practice guides, on notice boards and community areas, induction materials, open days and presentations, letters and emails, face to face interviews and via the telephone and texting.
Full details of all providers of learning, careers advice, health and sexual health and local and national support agencies for use in signposting clients is compiled and updated by administrative staff and supervised by the IAG Co-ordinator.
Advice can be given which covers health and safety and safeguarding and Prevent, E-safety, healthy living and sexual health, equality and diversity issues, services for speech therapy and anger management, careers and progression routes to FE and HE, housing, signposting for benefits advice, courses available from other providers.
Guidance can be given to direct or assist learners in personal and behavioural issues, sexual health and drug/alcohol problems, careers and progression routes, health and safety, safeguarding, Prevent and E-Safety, community learning and ESOL, and applying for jobs or apprenticeships.
SCVT is registered under Data Protection legislation and client information will not be released to any other department of SCVT or an external agency without the prior consent of the client as per the SCVT Data Protection Policy.
For clients 14 to 19 years and adults who are vulnerable, the provisions of Safeguarding apply and no confidential matter will be discussed with, or revealed to, any person or external agency except in cases where the IAG Co-ordinator or Formal Advisor believes that the client is imminently intent on an act of self-harm or significant harm to, or from, another person.
If, in the course of IAG discussions, information is revealed which could make continued confidentiality impossible, the IAG Co-ordinator must immediately inform the client of the implications of continuing to reveal such information.
Where information is to be revealed to an external agency, the exact nature of the information and details of the person to whom it will be revealed must be disclosed to the client.
All employees of SCVT must observe the company policies on confidentiality and will be subject to disciplinary action in the event of any breach.
Feedback and Complaints
Feedback from clients on the IAG given should always be sought to ensure a good standard of service is maintained. This will be at interview stage and via interim surveys during the academic year.
The IAG Co-ordinator will review the feedback forms and, where appropriate, offer a further IAG appointment to the client and review staff training needs to make improvements. The feedback forms will also be monitored by the QA, H&S and Finance Co-ordinator as part of SCVT’s quality improvement measures.
Complaints will be investigated by the General Manager and, where this identifies an area for improvement which cannot be immediately resolved, will be referred to the QA, H&S and Finance Co-ordinator for inclusion in the SCVT Quality Improvement Plan.
The QA, H&S & Finance Co-ordinator will complete a review of IAG documentation as part of the annual self assessment process.
Quality Improvement Measures
In order to assess and evaluate the quality of our training programmes the following evidence is gathered :
These are carried out periodically across all programmes of learning. It is the responsibility of the Study Programme Team Leaders and the Hair & Beauty Manager to ensure that teaching staff issue students with evaluation forms at least twice each term. These are then analysed by the Senior Managers and any areas for concern can be discussed with teaching staff and actioned accordingly.
All students are issued with an Exit Review on leaving their programme of learning and these are used to inform us on learner satisfaction, progression routes and any areas of concern can be considered by the Senior Managers.
Surveys are conducted at least once every academic year for employees, students, employers and stakeholders and are reported in the Self Assessment Report. These may be in-house surveys, Ofsted or from sub-contracting partners.
Reviews & Tutorials
Reviews and tutorials are carried out in order to ensure students progress on target and have access to any additional support they need to achieve their goals. They are carried out as follows:
- Internships are subject to progress reviews in the workplace every 12 weeks and this involves both the learner and the employer.
- ESFA funded students are subject to periodic reviews and tutorials.
- Sub-contracted and private students are subject to periodic tutorials as set out in their Individual Learning Plan.
The frequency of reviews and tutorials may be adjusted where there is a risk of a student leaving early or not achieving. Any issues arising from reviews and tutorials should be brought to the attention of the relevant Senior Manager for action.
All students are able to request additional 1:1 support sessions with teaching staff to enable them to remain in learning and achieve their goals.
Observations of Teaching, Learning and Assessment
OTLAs are carried out twice a year for all teaching staff. This is done by Senior Managers and other teaching staff for their peers internally, and externally by sub-contracting partners.
Feedback from OTLAs is given immediately, or as soon as practicable, after the observation on grades achieved, areas for improvement and additional support/training needed.
ESFA funded student data is held on Maytas. Student data is also submitted to and authorised by sub-contracting partners. Administrative staff are responsible for the production of reports for Senior Managers, who will analyse the data and report to Company Meetings on starts, retention and achievement, equality and diversity. Where anomalies or low results for retention, achievement or progression are highlighted actions will be identified to make improvements. Targets for retention, achievement and progression are set for Senior Managers and teaching staff as part of the staff appraisal process.
All administrative staff are responsible for undertaking periodic audits of files and records to ensure that they are accurate and up to date.
The QA, H&S and Finance Co-ordinator is responsible for internal audits as per the Annual Audit Schedule. This schedule of audits is produced in August for the forthcoming academic year and target-setting for Key Performance Indicators (KPI).
Senior Managers are responsible for audits in their own areas of learning and will maintain records and feedback to staff as required. Responsibilities are set out in the Internal Audit Policy.
All sites are subject to an annual audit and risk assessment, and periodic spot checks. Reports are issued to Senior Managers, who are responsible for ensuring that these are circulated to all staff.
Students are risk assessed prior to work placements, and employers are subject to health and safety monitoring, and where practicable this is done prior to the commencement of the placement.
Trips, outings and use of other venues are risk assessed prior to any such event taking place.
Guest Speakers are risk assessed as part of our Prevent strategy.
Equality & Diversity
Our Equality and Diversity Policy, and Safeguarding Children, Young People & Vulnerable Adults cover arrangements for monitoring fair treatment and the Prevent duties which is monitored via:
- Good induction process for staff and students
- Learner reviews and tutorials
- Good supervision of training sites
- Reporting to team, staff and company meetings.
Self Assessment Process
Senior Managers are responsible for gathering views from staff on quality improvement and self assessment. This will be done informally and via meetings and workshops, and reported to the QA, H&S and Finance Co-ordinator who is responsible for compiling the QIP and SAR documentation.
An overall policy review is carried out annually and scheduled into the KPI Targets by the QA, H&S and Finance Co-ordinator. This policy will be reviewed every 2 years or unless changes from awarding organisations, funding bodies, sub-contractors or Government legislation necessitates an update.
Carole L Cameron
Dated: 18 August 2020