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SPS Quality Healthcheck: Supporting Customer Excellence.

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Presentation on theme: "SPS Quality Healthcheck: Supporting Customer Excellence."— Presentation transcript:

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2 SPS Quality Healthcheck: Supporting Customer Excellence

3 Customer Support Managers Janice AndersonBob Allan Frank Allan Claire Farmer Barbara Irvine Veronica Kirk Isabel MillarSarah McRoberts David Ross Brian Stokes Val Yaneske

4 Quality Assurance Function  To monitor and evaluate the quality of systems supporting the provision of SQA qualifications  To ensure consistency of standards Customer Support Managers will help you to ensure that you continue to meet SQA’s centre approval criteria

5 Centre approval criteria (1) Customer Support Managers consider:  Coherent approach to quality assurance  Management of information  Arrangements for responding to external verifier reports  Management of resources

6 Centre approval criteria (2)  Management of staff involved in assessment and internal verification  Management, induction, support and guidance of candidates  Appeals procedure for internal assessment  Internal verification procedures

7 Criterion 1.1: Management of Internal Quality Assurance  Do you have an up-to-date SQA procedures manual?  Do you routinely date all documents?  Are the roles of assessor, internal verifier, and centre contact documented?  Do you have evidence of review of procedures and roles and responsibilities in the last year?

8 Criterion 1.2: Management of Information (1)  Can you show that all candidates agree to share their personal data with SQA under the terms of the Data Protection Act (1998)?  Are you sure that you are using the correct Scottish Candidate Number (SCN) for each candidate?

9 Criterion 1.2: Management of Information (2)  Have you informed SQA of any relevant changes in your centre? (eg contact names, phone numbers/ addresses, software types and software media, candidate address details)  Do you have written agreements for all partnerships? (e.g. sharing resources/staff, ‘buying in’ assessment or internal verification)

10 Criterion 1.3: Management of Resources (1)  Can you show that all staff assessing and internally verifying are appropriately qualified/experienced: - in the subject area? - to assess/internally verify?  Can you show that staff assessing and internally verifying SVQs are working to the standards of the Assessor/Verifier Units? (eg CPD records)

11 Criterion 1.3: Management of Resources (2)  Can you show how you ensure that you continue to have appropriate resources to support delivery and assessment of SQA qualifications?

12 Criterion 1.4: Management of External Quality Assurance  Do you have a written procedure for managing external verification visits?  Are responsibilities in relation to external verifier visits included in written role descriptions?  Can you show that feedback in external verifier reports is acted on?

13 Criterion 1.5: Management of Candidates (1)  Can you show that every candidate receives an appropriate induction to the qualification?  Does every candidate have a completed induction checklist, which they have signed?  Do candidates have a formal statement from you specifying your responsibilities to them?

14 Criterion 1.5: Management of Candidates (2)  Can you show how you ensure that all candidates have equal access to assessment? (e.g. in relation to additional support needs, remediation and reassessment)  Do you have a candidate complaints/grievance procedure?

15 Criterion 1.6: Appeals  Does your internal appeals procedure have an independent third stage?  Can you show that all candidates know how to appeal against an assessment decision?

16 Criterion 3.1: Internal verification (1)  Do you have formal checks to ensure that you are using the current Unit/award?  Can you show that all proposed assessments are subject to internal verification before use?  Can you show that assessment materials are safely stored, and only available to authorised staff?

17 Criterion 3.1: Internal verification (2)  Can you show that your internal verification sampling policy is implemented?  Can you show how you ensure that assessment evidence is the candidate’s own work?  Do you have evidence of review of internal verification practices? (end of checklist)

18 How did you do?  Yes to all?: congratulations, fully competent!  No to some?: not yet fully competent and/or  Unsure about some?: insufficient evidence - Consult your Customer Support Manager for help in developing your systems

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