Applicable Service Quality Management Requirements
"A process that ensures staff understand MET and LBS Program objectives, guidelines, and procedures"
LBS Program Guidelines June 1998: Part 2, Section 1, Page 9
"Monitoring and evaluation systems to ensure LBS Program activities and outcomes are consistent with those specified in the service agreement and the LBS Guidelines"
LBS Program Guidelines June 1998: Part 2, Section 1, Page 10
It is important to ensure that all staff members whether they are new to the program or not, understand what is expected of them, especially from the perspective of MET. This area touches on several core quality standards, but most important, a program's accountability to MET as a funder.
The best way to ensure that staff members understand what MET expects of the program is to allow them ample time to review all current MET publications. This may seem to be a time consuming process but it will save senior staff time in the end by not having to answer as many questions when the answers can be found in the publications. However, there must be support given to staff members with respect to MET expectations, as there may be areas that are not clear. It is imperative that someone in the program has the responsibility of answering staff questions. Where the answer is not apparent or known, someone needs to be delegated the responsibility of finding out the answer.
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