AQS Assessment Visits – Updated Covid Policy Statement until March 2022

September 2021 

Headlines

• Assessments due up to the end of March 2022 can be undertaken either remotely, or by an on-site visit or by a mix of the two
• Preference will be for on-site assessments
• Assessments will accommodate circumstances where advice services have changed delivery models due to Covid-19
• Extension to AQS certifications can be requested only in exceptional circumstances

Introduction

Advice Services Alliance owns and manages the Advice Quality Standard, (the AQS), the principal quality assurance mechanism for the social welfare advice sector. In March 2020, the ASA announced changes to the AQS assessment process to take account of the unique and difficult circumstances of the Covid-19 lockdown. These allowed the extension of AQS certificates due for renewal during lockdown and the option to conduct assessments remotely. As we continue to move into a more stable phase of the recovery from Covid-19 we are extending our policy in order to ensure standard holders undertake the assessment and maintain their quality assurance that best fits with their current service offer.

It is vitally important that advice services who continue to offer advice to the public do so within a quality assurance framework regardless of the new circumstances in which they find themselves. Equally, the regular assessment and feedback from our assessor team ensures the integrity of the AQS as a mark of quality services is maintained. For this reason, the expectation is that advice services due to renew their AQS accreditation will be encouraged to do so with some rigour.

Key stakeholders

• Social welfare advice organisations who hold or are applying for the AQS, including independent advice services, all local Citizens Advice and many local Age UK
• The AQS assessment teams from Recognising Excellence, Age UK and Citizens Advice
• Money and Pensions Services (AQS accredited to their framework)
• Welsh Government (AQS accredited to the Information & Advice Quality Framework without Peer Review)

Who the Policy Statement Applies to

• All organisations who are going through or will be going through the AQS assessment process between October 1^st 2021 and December 1^st 2021
• All organisations who are booking assessment visits for the next 6 months to March 2022
• This policy statement replaces the earlier version Covid-19 dated May 2021

Main issues

1. Options for assessment to can be carried out during COVID-19 virus pandemic

In common with all other organisations, the Advice Services Alliance has an overriding duty to protect the public, staff and volunteers from any risks from the exposure to the COVID-19 virus. As with many other voluntary organisations, the ASA has had to review our working practices in line with government guidance and our own risk assessment to our team. During the initial stage of the lock down, we agreed to extend AQS Certifications and to offer an option for remote assessment. Whilst in the main, assessment activity was conducted remotely from March 2020, this is now changed and we have been offering three options for advice services to meet with our AQS assessment partners.

We recognise that the COVID-19 virus still presents a unique challenge and therefore have agreed that AQS assessments can continue to be carried out in a number of ways

1) On- site visit with risk assessments being agreed in advance

2) Remotely via Skype/telephone or other platforms

3) A mix of the two so a blended approach

It is our expectation that all advice services which remain operational will be able to undertake an assessment by a site visit or dependant on an organisations individual circumstances by whichever process works best for them.  We aim to ensure that AQS holders do not lapse by offering a variety of means to allow the assessment to take place and that the quality of advice offered to the public will continue to be quality assured during these exceptional circumstances.

By 2022 some organisations will be due their second AQS assessment under this policy and if your last assessment was undertaken remotely we anticipate an on-site visit would take place for part or all of your 2022 assessment; this will be reviewed if circumstances change at all in the next few months.

2. AQS extensions to current certification and booking assessments  

Since March 2020, Advice Services Alliance had agreed that extensions to AQS certification of up to 6 months; this time has now past and all advice organisations have been contacted or are currently being contacted to ensure assessment dates are agreed so certifications do not lapse.

Failure to agree to book a new assessment date will lead to certification being withdrawn and the possibility of additional costs incurred.

However, if there are genuinely exceptional circumstances (over and above the Covid19 lockdown) which prevent particular services being able to undertake an assessment, an additional extension maybe possible. The Advice Service Alliance will consider each such request on a case by case basis services wishing to extend would be normally expected to contact us to discuss this in advance.

3. Where there are changes to advice service delivery due to exceptional circumstances

The ASA recognises that the exceptional circumstances mean that there may be considerable changes to service delivery including organisations moving to telephone advice or remote advice rather than face to face. We recommend to advice organisations they check the AQS telephone standard requirements as a guide to good practice, although we also recognise that not all services will comply with requirements beyond their normal delivery mode. Organisations will not be penalised for such changes made in response to Covid19 lockdown at the assessment stage of the AQS process.

4. Feedback on support and help for the sector

Where you may identify particular issues that are a consequence of the Coronavirus outbreak and delivering a service to AQS level, please do let us know (director@asauk.org.uk). The more information we have about your needs and issues, the better our policies to support you will be.

Review

This policy statement will be reviewed in March 2022 and updated if necessary.