excellent

Stoke Citizens Advice Bureau offer all users of its services, and employees (paid and unpaid), a commitment to quality in all its activities. All our activities are focused upon improving our ability to fulfil our mission statement.

The prime aim of all staff is to ensure that the services we offer are at the level of quality expected by our users and customers. This aim will be achieved through timely, efficient and cost effective working in all aspects of our work, throughout the organisation.

To achieve our Quality aims, we became the first advice organisation in the world to gain the international quality management standard ISO 9000, and have continued to put quality first by achieving consistently high standards through the Legal Services Commission's Quality Mark.

The quality standards within which we operate include:

• Citizens Advice Membership Scheme requirements and NACAB Membership Circulars
• The Legal Service Commission's Quality Mark
• The Aims and Principles of the Citizens Advice Bureau service
• Stoke CAB Mission Statement
• The equal opportunities policies of NACAB and Stoke CAB

This means that Stoke Citizens Advice Bureau

• Delivers services that are free, impartial, confidential, independent and accurate.
• Takes action to ensure that enquirers do not suffer as a result of ignorance of their rights and responsibilities.
• Undertakes responsible and effective Social policy work.
• Prioritises the needs of those affected by poverty, when planning and delivering services.
• Plans, and takes positive action to deliver, services that are accessible to all individuals who suffer discrimination or harassment on the grounds of race, nationality or national origin, disability, HIV status, Social class, gender or because they are gay, bisexual or lesbian or for any other reason.

Stoke CAB is committed to establishing partnerships with other organisations with the express aim of improving services to people who suffer the effects of poverty, discrimination and harassment.

In a constantly changing service environment, our commitment is to meet the challenge with advanced and continuously developing quality, which keeps us at the forefront of advice work development.

All staff have clearly defined quality responsibilities. Suitable training and experience is given to ensure that these responsibilities are met. Stoke CAB aims to develop staff to meet their mutual needs.