The Money Advice Service (MAS) has a statutory responsibility for enhancing the quality of debt advice across the UK, in order to secure the best possible outcomes for clients receiving debt advice.
The Peer Review Scheme is one strand of this focus, providing a mechanism for specialist debt advisers to assess the quality of advice provided by their peers. Originally launched in 2015, the Scheme was drawn up with input from a range of organisations across the debt advice sector. In April 2018 and in line with their published Strategic Approach to Debt Commissioning, MAS introduced a new process for reviewing the quality of the debt advice it funds and the ethos and approach of the Scheme evolved. Working in partnership with Recognising Excellence, a fresh assessment model was designed and implemented.
The new assessment process, the Debt Advice Peer Assessment Process (DAPA), builds on the experience and learning of the previous Peer Review Scheme and has been completely redesigned to ensure it can effectively support MAS’ commissioning approach going forward. The fresh approach of DAPA continues to consider a sample of closed client case filed that are each benchmarked against the Scheme’s criteria and utilises the skillset and expertise of current, active specialist debt advisers each of whom act as an Assessor.
Participation in the Scheme is a mandatory element of the grant funding arrangement with MAS and assessment performance now forms one part of a series of metrics that inform the MAS Performance Management Framework. This now means that MAS have full insight into the assessment findings and how each organisation assessed has performed.
Additional emphasis has also been placed on the varying delivery models and channels of advice delivery across the sector, and therefore the DAPA assessment process now currently forms four separate strands:
- England and Wales – Face to Face delivery
- England and Wales – Webchat advice
- England and Wales – Telephone Helpline delivery
- Northern Ireland – Face to Face delivery
In conjunction with MAS and the IMA, the Scheme has created a number of useful tools for Advisers which can be located via https://www.i-m-a.org.uk/learning-development/adviser-networking-information-sharing/
Further information regarding the Scheme, assessment approach and Scheme criteria is available as follows:
DAPA Scheme Criteria – Advice Only
DAPA Scheme Criteria – Casework
DAPA Scheme Criteria – Webchat
DAPA Scheme Criteria – Telephone Helping – pending publication
DAPA Scheme Face to Face Advice England and Wales - DAPA Pre-Assessment Questionnaire and Guidance V8 August 2018
DAPA Scheme FAQ Questions and Clarifications 18 August 2018
MASA DAPA Scheme Key Messages
DAPA Assessment Report Template
DAPA Representations Submission and Scheme Response Template
DAPA Participant Urgent Action Response Template
DAPA Participant Action Plan Template (Non-Urgent Action)
To find out more about the Debt Advice Peer Assessment Scheme (DAPA) please contact Recognising Excellence via:
firstname.lastname@example.org or alternatively please call our Helpline on 01452 733 510