SING voice their feedback!
In November 14 people supported by CIC from across England and Scotland came together to take part in an exciting two day social inclusion event that saw them have their say and influence the running of our charity.
The team are members of CIC’s national social inclusion group, SING, and they were taking part in an EFQM (European Foundation for Quality Management) assessment of CIC.
The EFQM assessment is used by top businesses across Europe as a way to continuously improve the services they deliver, and as an organisation that puts the people we support at the heart of all we do, we wanted them be part of this important review.
CIC’s Head of Audit, Darren Goorwappa, led the assessment and explains, “It has always been a key value of CIC that our service users can influence the running of the organisation. This year, it was decided that the best and most innovative way of achieving this was to have the people we support perform an EFQM Excellence Assessment of CIC.”
He continues, “The EFQM Excellence Model provides a thorough audit of the strengths of an organisation. It allowed the people we support to assess all aspects of CIC – from its leaders, to its impact on the community and the environment, and in doing so gave us a
fuller understanding of what they think we are doing well and where we can improve.”
High Standards Darren and the SING group worked alongside an independent assessor to ensure that their feedback followed the rigorous EFQM standards. Great efforts were also made to make the event accessible.
Darren explains, “Through using accessible language and imagery we ensured that everybody could participate. But to really bring things to life, we employed the services of an amateur dramatics group to role-play situations for the group, making the concepts accessible and understood.”
At the end of the two days, 40 areas for improvement were identified, 45 strengths and many insights.
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Importantly, the SING members
enjoyed the event and said that it was a valuable exercise. Darren says, “Feedback sheets from participants showed how successful the assessment was. When you read comments like “It felt good to make CIC better” and “I’m glad I came, I listened and was listened to”, you know that people feel like they have been part of something worthwhile.”
Taking Action A full report from the session will be delivered by SING to CIC’s Executive Team for review, and they will use this to further improve CIC’s services. Jane Worsley, CIC’s Director of Operations and Deputy CEO, explains, “We will be meeting soon to consider all of the feedback that SING has given us and see how we can best respond to it.
She adds, “Listening and responding to the people we support is invaluable and something that has always been important to CIC. Having our national social inclusion group take part in the EFQM assessment is a new and innovative way of achieving this."
To view a video of the day visit:
www.bit.ly/cic-sing
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