Scottish Accessible Information Forum

Standards for Disability Information and Advice Provision in Scotland

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Standard 1: Governing to Ensure Accessibility

1.3 Service Planning

You should have a clear service plan for using your resources. This should outline the service provided:

Is your service office based?

Do you have a telephone helpline, outreach services and/or home visits?

How widely available is your service, including opening hours?

What level of information or advice can you offer?

How many cases can each advice worker take on?

How many areas of information or advice can you cover?

How do you co-operate with other agencies?

Do you have any wider targets and if so, how will these be achieved?

The skills and the resources within your agency should be used as effectively as possible. This should include the available financial, physical and human resources.

Good planning helps to identify the gaps in your resources. Planning may also show that better use can be made of these resources by moving them from one area to another within your service. Planning helps you to set objectives which can then be used to evaluate the service.

The service plan helps you to set individual work plans for staff and volunteers.

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