Employment support services: customer charter

6. Our Commitments

A Service that treats you with Dignity and Respect

We’re here to help you get the support you need as an individual

This means that employment support services will:

1. Be patient, kind and consider how you might feel

2. Listen to you, treat you as an individual and respect your privacy

3. Treat you fairly and without discrimination regardless of your circumstances

4. Make sure services are accessible, and make adjustments to processes or ways of working to meet your needs

5. Ensure staff are knowledgeable about the challenges people face and have awareness of different needs of individuals

6. Work with employers to make sure you have the best start possible in your new job and continuing support if you want it

You can help us by:

7. Treating staff with fairness, dignity and respect

8. Telling us if you have particular access or cultural needs – we’ll do our best to meet them or find you support that can

A Service that works for you

Our services will be designed with users so that we can make sure they’re fit for purpose

This means that employment support services will:

1. Make services easy to find and engage with

2. Recognise your existing experience and work with you on your own individual journey towards suitable and fair work

3. Work with you to find other relevant support available if you want or need it

4. Make communications and processes as simple and as clear as possible by testing them with the people who will use them

5. Give you flexibility over how you want to engage with services

6. Work in partnership with services and other organisations to make sure we have the right expertise to help

7. Work to embed this Charter across services and organisations working to deliver employment support

You can help us by:

8. Work with us to understand your circumstances. Being open and honest to help agree the best way forward for you

A Service that learns and improves

We will encourage feedback and empower organisations to deliver the best service possible

This means that employment support services will:

1. Actively seek your feedback to learn and continually improve our services

2. Make changes where needed to ensure you receive the best service possible

3. Involve people who use the service in measuring how well it works

4. Ensure staff and organisations learn from each other, and that effective ways of working are shared across Scotland

5. Make sure staff are well trained and knowledgeable so they can support you effectively

6. Encourage people working in services to speak out when they feel something could be made better

7. Build trust by being open and transparent, making it clear what changes have been made as a result of feedback

You can help us by:

8. Telling us how you feel about the service. We want to get better and your feedback can help us do that. Giving feedback will always be optional