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Standards For Disability Information And Advice Provision In Scotland

Contents

1. Foreword
2. Acknowledgements
3. Introduction

   3.1 Background to the Standards
   3.2 The Role of the Standards
   3.3 The Role of Information and Advice
   3.4 The Information and Advice Process
   3.5 The Involvement of Service Users and Disabled People
   3.6 The Legislative Context for the Standards

4. The Standards and Localities

   4.1 Strategic Responsibilities
   4.2 The Process for Planning and Review

5. Standards for Disabled People or their representatives

   5.1 Reception Standards
   5.2 Process Standards
   5.3 Standards of Service
   5.4 When Things Go Wrong
   5.5 Getting Involved

6. Standards for Information and Advice Providers

   6.1 Governance to ensure accessibility
   6.2 Developing Your Service to Ensure Accessibility
   6.3 Managing Your Service to Improve Access

7. Assessment Checklist
8. Addresses
9. Feedback

This document is available on request in:

• Braille
• Large print
• Audio tape
• Computer disk
• CD rom.

For alternative formats contact SAIF.

C/o The Scottish Consumer Council
100 Queen Street
Glasgow G1 3DN
Tel: 0141 226 5261
Fax: 0141 221 0731
Minicom: 0141 226 8459
E-mail: