Quality Work: Delivering Better Advice Services in 2021

Free event on all things quality – 26 January 2021

The aim was to open up and engage the advice sector in conversation about quality and explore our understanding and expectations of what is quality advice giving.

Agenda

09:30-09:45: Introduction

Chairing the event – Ruth Hayes, Chair of the ASA

Opening remarks – Lord Low 

09:45- 10:00: Quality in context/what is quality and what is it for?  Different approaches to quality and quality assurance

Matthew Howgate (PDF) – Organisational Development & Compliance Consultant  

10:00-10:35: Current approaches to advice quality assurance

Sarah McNeice – Quality and Transformation Manager, Money & Pensions Service

Paul Neave (PPTX) – Head of Advice Services, Welsh Government

Rachel Irvine (PDF) – Performance Manager, Citizens Advice

10:35-10:55: Q & A and break

10:55- 11:30: Other approaches to quality assurance: theory of change approach, user feedback and engagement and system thinking approaches 

Tony Sheppard (PPTX) – Citizens Advice Rossendale & Hyndburn

Dal Warburton (PPTX) – National Network Lead,  AdviceUK

Richard Harrison (PDF) – Chair of the Reading Advice Network

11:30-11:45: Q & A and break

11:45-12:00: Advice quality assurance in the post Covid-19 world

Lindsey Poole (PPTX) – Director, Advice Services Alliance

12:00-12:30: AQS presentation followed by Q&A   

Liz Morris – Quality Manager, Recognising Excellence

Dawn Draper – Quality Manager, Advice Services Alliance

Dawn and Liz AQS Presentation (PPTX)

More from the event

This blog post describes the themes and outcomes from the event – Quality Work: Delivering Better Advice in 2021.