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Community Legal Service (CLS)- Quality and performance
- Quality Mark
- Telephone standards
Telephone standards
- About this standard
- What's happening to the Quality Mark?
- General telephone advice
- Specialist telephone advice
- For more information
About this standard
We have developed these requirements and guidance to provide an equivalent level of quality assurance for telephone services as face-to-face services.
What's happening to the Quality Mark?
We are reviewing our application and assessment process. Please contact your local LSC office to check the local position before beginning an application.
General telephone advice
This guidance should be read alongside the Quality Mark standard and workbooks.
To be certified please complete the application form and self-assessment checklist under Documents and and send to your local LSC office.
The application form contains a self-assessment checklist. This can be added to the Quality Mark workbooks at the information and general levels.
Specialist telephone advice
Some organisations offer dedicated specialist advice over the telephone with a telephone advice line that is open at the same time each week.
If you would like this service quality marked at the specialist level you will need to comply with the additional requirements for telephone services (see Documents).
For more information
See Documents for guidance and application materials.
Read more about how we're reviewing the application and assessment process.
Speak to your local LSC office with any questions.
Last updated: 16 May 2008