igen is proud to have been successful in maintaining the matrix Standard Quality Mark for effective delivery of information, advice and/or guidance on learning and work.
The Assessor spent two days with the IAG Adult staff in Leeds and Hull where he interviewed staff, customers and partners as well as carrying out informal observation.
The Assessor said the teams were igen’s main strength; they showed commitment and passion for the job as well as being creative and inspiring in their delivery.
He identified four key strengths within igen’s delivery:
- Motivational interviewing techniques
- Clear leadership and direction from Service Delivery Managers
- Senior Management commitment to supporting the workforce
- Commitment to Continuous Professional Development (CPD)
These four strengths are fundamental to igen’s successful delivery of information, advice and guidance which is based on motivational principles to inspire service users to achieve their goals.
The Assessor’s report stated that igen “delivers an IAG service that is objective and empowering based upon motivationalprinciples. Staff were consistently able to explain to the Assessor how they use the IAG service as the platform to help the individual develop a realistic and relevant plan to achieving their preferred scenario.”
The management team received consistently high praise and feedback from all staff interviewed by the Assessor.
“The Senior Management commitment to supporting the workforce on a range of work and personal matters is clearly valued by employees and contributes to effective team building and communication across large geographical regions.”
Service users told the assessor:
“Since coming to Future Pathways I am more positive, happy and motivated. Had I not stumbled across them I would still be struggling with a range of issues related to being unemployed. The service they provide is first class.”
“You feel so lost when you are made redundant but a centre like this provides a path. The trainers are highly skilled and experienced. I now have a path to follow.”
Speaking to external providers:
“Feedback is always so positive. The delivery staff are absolutely fantastic and managers are target driven and great to work with.”
Feedback from partners and local networks:
“The management team are responsive and welcome feedback. They are solutions based and highly driven to achieve targets yet flexible to adapt to funders’ needs.”
