Our Money Advice Service passes AQS audit with flying colours!

Some of you will know that we hold the AQS – Advice Quality Standard. AQS is awarded to organisations that give advice to members of the public and for ACT, we hold the standard for our Money Advice team. Organisations are audited every two years and have to demonstrate that they are accessible, effectively managed, and employ staff with the skills and knowledge to meet the needs of their clients. The team had their audit this week which involved looking at ACT’s policies and procedures, the Money Advice team’s processes and sample cases and much more.

 After a day of interviewing the team and auditing files, we were really pleased to learn that we passed with flying colours. Supervision, team & peer meetings, case reviews and other processes were described as exemplary, as were the Team’s use of systems, procedures, control systems and tools such as letter templates. Chris, the Team’s manager, wrote down 16 areas which were highlighted as good or great practise ranging from, the skills, capabilities and style of the team, the way the service continued to operate successfully during the pandemic, through to the use of social media. The Team’s ongoing commitment to training (online during the pandemic), was highlighted, especially since some other organisations had to pause once the pandemic hit. Even the Friday Updates that our Money Advisors send the rest of the ACT team were mentioned as a way of keeping all teams across ACT feeling involved and part of the ACT community during difficult times! There were just two very minor corrective actions which have been completed this week.

 We’d like to thank Caroline for her hard work, pulling all the audit info together and guiding the assessor smoothly through the system, and Mike, Nicky, Stuart & Kirsty for the professional way they handled the audit – well done to all! And just to finish the week off nicely, it’s a double congratulations for Chris who became a first time Grandad on the same day as the audit!