Council and democracy

Supporting People team service standards

General performance promises

• Hertfordshire’s Supporting People programme will place the needs and views of service users at the centre of its work, informing decisions and developments and validating the work of providers and partners

• The Supporting People team will adhere to all Hertfordshire County Council’s corporate communication and customer care standards

• In all communications with our partners and providers we will use plain language and avoid jargon

• When communicating verbally we will speak clearly, audibly and politely

• We will always provide honest and accurate information

• We will monitor all compliments and complaints and learn from stakeholders’ feedback

• We will provide you with the opportunity to give feedback and have your say

• We will ensure our staff receive the necessary training and support in order to communicate and work effectively and efficiently

• We will develop work plans with clear timescales and will deliver work on time and to required standards

• We will keep up to date with national regional, sub regional and local developments in relation to SP and use this knowledge to inform and develop the programme in Hertfordshire

• We will record all key contacts with our partners and providers

• We will update our contacts databases when informed of any changes.

Communication standards

General

• We will when at all possible respond immediately to all queries. If this is not possible we will acknowledge your query within 3 Working days and provide you with the name and number of the person who is dealing with your enquiry. Full responses will be made within 10 working days

• We will use a standard font and size (Arial Size 12) in all written communication

• We will use a polite tone in all written communication but will not be too formal

• We will avoid complicated language and sentence structure keeping written communication simple

Telephones

• We will endeavour to answer all telephone calls within 5 rings

• All team members have individual phone numbers which may be diverted to work mobiles or voicemail, this diversion can take up to 10 rings

• We will answer all calls clearly and politely and identify ourselves giving our name and department

• When we call you we will give you our name and department and explain clearly and politely the reason for our call

Voicemail

• When we are unavailable to take your call we will activate our voicemail

• Any voicemail message will contain the name of the department and a short message detailing when we will be available to return your call

• We will respond to all voicemail messages immediately on our return to the office or where not possible within 3 working days

Email

• We will use a standard signature style which will include our name, title, department, HCC, telephone number and our web address

• When we will be out of the office for longer than a day we will activate our out of office and provide details on who to contact in our absence

Letters and faxes

• We will acknowledge all correspondence within 3 working days

• We will provide a full response within 10 working days

Consultation (with partners providers and service users)

• We will consult you when we are developing any new policies or procedures

• We will provide clarity on consultation and decision making processes and detail any consultation processes and arrangements

• We will set out clear information about what decisions need to be taken by whom and when

Website

• We will provide e-mail alerts when new information is available

• We will publish minutes on the website within 3 working days of them being agreed (within 10 working days of the meeting)

• We will publish papers within 3 working days of meetings

Finance

• We will ensure you are paid accurately and on time

• When you inform us of any changes we will action them within 10 working days

• When you are not paid on time we will inform you of the problem and provide details of when you will be paid