AQS FAQs

No, even if you deliver a casework service you do not have to apply for advice with casework.

Yes, you can change casework categories. We recognise that funder requirements change and/or you may be working on a different project or partnership. You may even decide not to apply for casework at all, this perfectly acceptable

Yes, no problem if you wish to achieve casework accreditation, please contact the AQS team at 01452 688357.

Unfortunately, we are not able to extend your assessment monitoring review beyond your anniversary deadline. Recognising Excellence are required to adhere to strict procedures which are essential to maintaining the integrity of the Standard and protecting the status of AQS holders.

However, we do offer preparation support and our Quality Manager can work with you to agree an appropriate approach to ensuring you are able to come forward for reassessment within your anniversary deadline.

Unfortunately, we are not able to extend your assessment monitoring review beyond your anniversary deadline. Recognising Excellence are required to adhere to strict procedures which are essential to maintaining the integrity of the Standard and protecting the status of AQS holders.

However, we do offer preparation support and our Quality Manager can work with you to help you understand the assessment process, the requirements of the Standard, and answer any questions you might have about the process. We are confident this will provide you with the support you require to come forward in the required timeline.

You need submit a completed Application Form making it clear which type of accreditation you are seeking (see examples below). For further information on the Telephone Standard please see our AQS Telephone Standard page.

  • Advice Only
  • Advice with Casework
  • Advice Only with Telephone Services
  • Advice with Casework and Telephone Services

If you are applying for casework, you will also need to complete and submit the relevant Case 1 form which can be found on the Application Documentation page.

If this is your first AQS assessment and you are applying for a Desktop Audit you will also need to submit the policies and procedures listed in the appendix at the back of the Application Form.

To help you determine whether the telephone advice you provide aligns to the Telephone Standard please refer to our AQS Telephone Standard page where you will find the full requirements of the Telephone Standard. It is important that you refer to this evidence criteria to ensure you understand the additional requirements you are expected to meet.

Yes, MaPS accredited training applies to debt advice provided at both advice and casework levels. For further information please see our Debt Advice page.

Yes absolutely, we assess several advice teams within larger organisations examples include:

  • Student Advice Centres within Student Unions or Student Services within a University
  • Macmillan Welfare Benefit Teams within Local Authorities
  • Welfare Benefit Services within Youth Services

This will depend on several different factors and your assessor will work with you to develop an assessment plan taking into consideration the following:

  • Location and geographical spread of site
  • The services delivered from each site
  • Numbers of staff located at each location
  • Telephone/Video Conferencing interviews

The most important thing is that staff should not worry about the assessment process. Your assessor will adapt their approach to ensure staff and volunteers feel comfortable during their interview. You should stress that there are no wrong or right answers, that their interview is confidential, and the process is about continuous improvement.

It is essential that your Advice Manager/Supervisor is present during the assessment. Before agreeing your assessment on-site date with your assessor, you should check key members of staff availability and any annual leave they may have planned.

When completing your Application Form, you will be asked to provide volunteer information. You should only include those volunteers who are involved in the delivery of the advice service for example:

  • Volunteers covering reception and carrying out triage duties
  • Volunteers completing form filling duties
  • Volunteers providing advice at drop-in surgeries/outreach
  • Volunteers providing advice at your advice offices

Your assessor will ask to see a small number of volunteers that are involved in the advice service and will take this into consideration when agreeing your on-site date.

You will be invoiced on completion of the assessment and our payment terms are 14 days.

Yes, no problem all you need to do is make a note on your Application Form and our accounts team will invoice you in advance of your assessment.

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