Principles of Inclusive Communication: An information and self-assessment tool for public authorities

The 10 performance indicators

Indicator 1: Public commitment

Senior Management will give a visible and public commitment to deliver services that support inclusive communication.

Indicator 2: Data collection on need

Service uses a range of data sources and statistics to show they fully understand the range of communication support needs of the people in their area.

Indicator 3: Inclusive communication review

Percentage of services that have undertaken an inclusive communication review. For example, by using appropriate self-assessment frameworks and/or as part of an Equality Impact Assessment.

Indicator 4: Service development

Demonstrate range of people with communication support needs for whom services have been fully adapted or where services are being developed.

Indicator 5: Staff training

Percentage of all staff who have undergone specific training on recognising and responding to a wide range of communication support needs.

Indicator 6: User involvement (quantitative measure)

Percentage of service development and review processes that have included people with diverse communication support needs, reflective of local area population needs.

Indicator 7: User involvement (qualitative measure)

Percentage of people with communication support needs who are involved in service development and review processes satisfied with their overall input to process of change.

Service must demonstrate that the method used to capture this feedback is accessible to all who should respond.

Indicator 8: Matching communication to service users' need

Percentage of people with communication support needs who use services who agree their needs and preferences were responded to sensitively when interacting with the service.

Service must demonstrate that the method used to capture this feedback is accessible to all who should respond.

Indicator 9: Use of services

Percentage of people with communication support needs who access or use services, reflective of local area population.

Indicator 10: Annual improvement

Year-on-year results which demonstrate improvement to meet all of the above indicators.