Information and Advice at Troy Solutions Limited
Troy Solutions is committed to provide high quality training and personal development solutions and also to ensure all clients and delegates have access to appropriate, free of charge, impartial and confidential information and advice on the Troy course offering.
Troy is working towards the achievement of the matrix Quality Standard for information, advice and guidance (IAG) and has adopted the general principles for coherent information, advice and guidance issued by the National IAG Board.
Below is a summary of the key Troy policies related to information, advice and guidance. Copies of the full procedures are available on request.
Equality and Diversity
Troy welcomes delegates from all communities and groups regardless of age, ethnic origin, disability, gender, marital status, sexual orientation, background or religion.
Troy actively promotes diversity and equality of opportunity for all.
Troy endeavours to provide high quality information on its courses and related topics that is current, accurate and complete. Core information provided on Troy training solutions includes where appropriate:
When appropriate, Troy will endeavour to provide limited information on alternative training and career development options to assist in making a selection. If required it will signpost clients to alternative sources of information and/or advice and guidance.
Feedback and Compliments, Comments and Complaints
Troy is keen to hear the views of clients and course delegates. All feedback is reviewed by management and assessors and, where appropriate, responded to within seven days. All clients are asked to complete a feedback questionnaire which covers the courses they have attended and any information and advice provided.
Feedback in all forms is collated and reviewed as part of the Troy continuous quality improvement process. A procedure is in place to ensure that any comments or complaints are dealt with confidentially, fairly and fully.
Confidentiality and The Data Protection Act.
Troy complies with provisions of the Data Protection Act 1998. In order to provide quality service and respond to clients efficiently Troy holds records of client information, including basic skills results and skill scan results in the learning plan which could be seen by employers. Information is kept securely with access only by authorised staff members. No information about an individual will be passed to a third party without the express consent of the person (with the possible exception of information that has to be provided to funding bodies or examination authorities; we will inform you if this is the case). Any information held on an individual by Troy may be accessed by that individual. Information is held no longer than is necessary for the specified purpose.
All information that Troy provides to clients and delegates must be up-to-date, accurate and inclusive. Each practice area must identify who is accountable and produce an annual information procedure.
Any superseded information that is not the latest information but is still relevant will be marked accordingly. Practice Leaders and Managers need to ensure that all staff members delivering IAG have up-to-date information, (including associates, sub-contractors and assessors)
Information we provide for:
Keeping information up-to-date includes
Accessible and Visible
IAG services should be recognised and trusted by clients, have convenient entry points from which clients may be signposted or referred to the services they need, and be open at times and in places which suit clients’ needs;
Professional and Knowledgeable
IAG frontline staff should have the skills and knowledge to identify quickly and effectively the client’s needs. They should have the skills and knowledge either to address the client’s needs or to signpost or to refer them to suitable alternative provision;
Links between IAG services should be clear from the client’s perspective. Where necessary, clients should be supported in their transition between services;
Availability, Quality and Delivery
IAG Services should be targeted at the needs of clients, and be informed by social and economic priorities at local, regional and national levels;
The range of IAG services should reflect the diversity of clients’ needs;
IAG services should support clients to make informed decisions about learning and work based on the client’s needs and circumstances;
IAG services should reflect clients’ present and future needs;
Friendly and Welcoming
IAG services should encourage clients to engage successfully with the service;
IAG services should encourage and support clients to become lifelong learners by enabling them to access and use information to plan their careers, supporting clients to explore the implications for both learning and work in their future career plans;
Adults should be aware of the IAG services that are relevant to them, and have well informed expectations of those services.