Standards for Disability Information and Advice Provision in Scotland

Table of Contents

Foreword

Acknowledgements

Introduction

Background to the Standards

The Role of the Standards

The Role of Information and Advice

The Information and Advice Process

Information and Advice Providers

Standard 1  Governing to Ensure Accessibility

1.1  Defining Your Service

1.2  Equal Opportunities

1.3  Service Planning

1.4  Service Review

1.5  Forward Planning

1.6  Independent Information and Advice

Standard 2  Developing Your Service to Ensure Accessibility

2.1  Premises

2.2  Service Delivery

2.3  Hours of Opening

2.4  Service Promotion

2.5  Alternative Formats

2.6  Interpretation

2.7  Information for Children and Parents

2.8  Referral Arrangements and Relationships with other Providers

Standard 3  Managing Your Service to Ensure Accessibility

3.1  Managing Your Service

3.2  Managing and Training Your Workers

3.3  Confidentiality and Access to Information

3.4  Information Resources

3.5  Case Management

3.6  File Review

3.7  Identifying Outcomes

Standard 4  Involving Disabled People and their Representatives

4.1  Feedback from Service Users

4.2  Complaints and Rights of Redress

4.3  Planning with Disabled People

Local Information Strategies

Strategic Responsibilities

The Process of Planning and Review

Disabled People and their Representatives

Reception Standards

Process Standards

Standards of Service

When Things Go Wrong

Getting Involved

Legislation and the Standards

Self-Assessment Checklists

Checklist 1  Governing to Ensure Accessibility

Checklist 2  Developing Your Service to Ensure Accessibility

Checklist 3  Managing Your Service to Ensure Accessibility

Checklist 4  Involving Disabled People and their Representatives

Useful Contacts

Other Useful SAIF Publications

Feedback

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(c) Scottish Accessible Information Forum, 2007
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