Accountability and monitoring

Advocacy has often been accused of being difficult to measure. It is true that simply measuring outcomes or time input (for example) does not give a true reflection of advocacy's worth. However, services need ways to check that they are working effectively. Clients/partners (and funders) should be able find out if advocacy services are doing what they are supposed to. What follows are some thoughts about how services can be accountable and what things need to be monitored to enable this. Clients/partners should: - Be encouraged to make their views of the advocacy    process known; - Be informed what information is recorded and why; - Be informed that advocates are supervised or offered support. Advocates should: - Attend supervision or seek support from the   manager/co-ordinator; - Maintain and use systems for referrals, case management   and data collection; - Be willing to participate in a culture of constructive self-appraisal. The co-ordinator/manager should: - Provide regular supervision, support and training for all workers; - Reviewing advocates' practice regularly; - Promote a culture of constructive self-appraisal; - Monitor 'customer satisfaction' regularly; - Ensure efficient systems are in place for referrals,    'case management', follow up, record keeping and collecting data; - Evaluate the work of the service by using a variety of   agreed criteria; - Maintain effective financial systems and accurate records, and   submit them for annual audit or inspection; - Seek to ensure effective liaison with a range of local agencies   and community groups. The management committee/service should: - Understand their roles in supporting the manager/co-ordinator   and contributing to the effectiveness of the service; - Ensure that there are policies in place to aid monitoring   evaluation and planning; - Be accountable to all who have an investment in the service; - Represent the local community. Demonstrating accountability Here are some things that could be recorded or monitored to help services be accountable and some ways that the information could be used. In the recording of information - Advocacy issues are recorded; - There is a closing interview which ensures that    all recorded advocacy issues have been addressed; - A comparison of client's/partner's desired outcome with actual    outcome is made; - Advocacy outcomes are monitored and reviewed; - The amount of time spent working with clients/partners is    recorded; - There is equal opportunities monitoring of clients/partners; - There is a record of the number of people using service. In the recording of comments - Any complaints about the service are recorded; - Any positive comments about the service; - Customer satisfaction survey are carried out regularly. In the preparation of reports - Reports are sent to funders about activity; - A report on advocacy issues is regularly compiled and sent to   service providers to highlight ongoing concerns; - Financial reports are publicly available; - Financial reports are independently audited. In management - At least one third of the management committee are people    who would be eligible to use the service; - There are internal and external reviews of practice; - The service's policies are publicly available for scrutiny and   stored with an external agency (eg stored with Advocacy Network Leeds).