Member Article

Advice centre gains recognition from certification body

GATESHEAD Citizens Advice Bureau (CAB) has been awarded a quality accreditation by national organisation QMS International for improving its offering for the benefit of the public.

The advice centre, which helps more than 14,000 people each year, is now ISO9001:2008 quality accredited and has been praised for the excellent service staff and volunteers provide.

The centre staff worked with industry experts over a number of months to create a portfolio of evidence and received the accreditation as a result of all of its policies, procedures and practices being delivered to a high standard.

As part of the evidence and continuous improvements, the centre has dramatically reduced waiting times from 90 minutes to no longer than 30 minutes allowing clients to receive support and advice in a timely manner.

Alison Dunn, CEO at Gateshead CAB said: “Gaining the ISO9001:2008 accreditation is a real achievement for the team, as it shows the hard work they do and excellent service they deliver.

“We are particularly proud of reducing waiting times for clients as they often come to us in times of crisis and need their problems resolved quickly.”

Margaret Ennis, operations manager at Gateshead CAB, who headed up the accreditation programme said: “Gateshead CAB has always had a strong tradition of working to a quality system.

“Over the last two years we have concentrated on updating and developing our methods to improve the level of service, so it is fantastic to gain recognition for this.”

The ambitious centre has further awards in mind and hopes to achieve a ‘Positive about Disabled People’ and ‘Investors in People Health and Wellbeing’ awards in the future.

Gateshead CAB employs 54 members of staff and has 120 volunteers working with the team on a regular basis, plus an additional 20 volunteers are being inducted onto an advisor programme.

The Citizens Advice Services provide free, independent, confidential and impartial advice to everyone on their rights and responsibilities. It values diversity, promotes equality and challenges discrimination.

For more information about Gateshead CAB please visit: www.gatesheadcab.org.uk

This was posted in Bdaily's Members' News section by Richard Crulley .