Pillar Kincardine Policy  -  Service Standards  -  Adopted 15 June 2010

Service Standards

Philosophy and Principles

Members and intending members have the right to be given written and verbal information about the philosophy and principles of Pillar Kincardine as well as access to all of its policies, which should be regularly reviewed and updated.  Members and intending members will expect Pillar Kincardine to have a written statement of the aims and objectives which the service standards are intended to meet.

Membership

Intending members should be made aware of the criteria for Pillar Kincardine membership and given comprehensive information about how they can become a member.  Existing members must have the right to a regular review of their membership.

Choice, Independence and Individuality

Members can expect assistance and encouragement to develop and exercise informed choice about their activities at Pillar Kincardine, and that Pillar Kincardine will promote their individuality and independence whilst recognising the needs of other members.  To this end the Board of Directors of Pillar Kincardine will decide from time to time which subsidies may be available for the various activities and events.

User Involvement

Members have the right to make comments, complaints and suggestions about the service, to be informed both verbally and in writing about the various members' and other planning meetings and workshops at Pillar Kincardine, and to be encouraged to make their own contribution to these in a variety of ways.  Members who wish, for example, to serve as a user representative on the Board of Directors will receive help and support in order to achieve this.

Accommodation

Members have the right to be provided with a safe, comfortable and secure environment, in well-maintained accommodation with furnishing and equipment in a good state of repair, and rooms adequately ventilated at a reasonable temperature.

Staffing

Members may expect Pillar Kincardine to provide suitably qualified and/or experienced staff in adequate numbers for the safe supervision of all user activities and sessions.  Staff and volunteers must be recruited using clear and thorough selection and vetting procedures designed to protect members and achieve appropriate competencies and balance in the staff / support group.  Training and supervision must be offered to meet the needs of the organisation and its members.

Pillar Kincardine Policy  -  Service Standards  -  Adopted 15 June 2010