Quality assurance framework

Measuring performance We use a suite of monitoring tools designed for the specific roles our members carry out. These tools allow us to identify examples of high quality performance and areas for improvement. Across our membership community, we: - Encourage learners, clients, members, or anyone else who has a quality assurance concern to report it using our confidential quality concern reporting route - Collect learner evaluation data from every course delivered and replay the feedback to Instructor Members in real time on our member dashboard - Review all learner evaluation data and identify any quality assurance concerns - Follow up on all quality assurance concerns and gather information to understand the situation fully - Conduct observations of course deliveries where we have identified quality assurance issues We will be introducing the following features to the Instructor Member dashboard: - Enhanced course evaluations from learners who are willing to provide us with more detail on their learning experience, anonymised but visible to the Instructor Member

- All Instructor Members will be required to log a light touch self-reflective record after each delivery - Peer feedback from co-deliveries, visible to both co-deliverers We use a targeted approach for those delivering high volumes of our courses (25+ courses per year), for Associate Instructors, and National Trainers: - Proactive observations of course deliveries by these Instructor Members - Three performance reviews per year for Associate Instructors to review feedback from clients and learners, highlight examples of good practice and achievement, and identify development opportunities - Annual performance reviews for National Trainers to review feedback from learners, co-deliverers and plenary speakers, identify examples of good practice and achievement, and identify development opportunities - Regular moderation process for National Trainer application decisions, assessment decisions and sign-off decisions, ensuring that given rationales are appropriate and consistent with MHFA England standards. This exercise will feed into regular standardisation sessions and good practice sharing between National Trainers to strengthen their performance as a team


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