Three years ago, the YMCA achieved the matrix Standard while offering apprenticeships and formalised training programmes. However, with a changing workforce and an evolving focus on operations, the Learning and Development (L&D) department had been scaled back, which raised concerns about whether maintaining the accreditation aligned with the organisation’s current goals. Pauline Tomlinson, the Chief Executive, expressed strong support for maintaining the standard, recognising its value and prestige in the provision of high-quality Information, Advice, and Guidance (IAG) to the public.

Anthony Nethercott, who was tasked with overseeing the process, began by understanding the framework of IAG and how it applied to the organisation’s work. This investigation led to the decision to proceed with reaccreditation.

The decision to pursue the matrix Accreditation again was brought on by the realisation that many aspects of the YMCA’s work were already aligned with the Standard. Additionally, seeing other entities, like the Premier League, holding the accreditation reinforced the idea that they could and should maintain the Standard

Objectives

The primary objective was to achieve reaccreditation, but this process also allowed them to reflect on its operations. The team wanted to ensure they could demonstrate how their day-to-day activities aligned with the IAG framework. This required senior-level discussions about how various teams within the organisation delivered and monitored the provision of high-quality advice and guidance.

Preparation and Framework Application

The process of applying the matrix Standard involved multiple steps:

1. Reviewing Past Assessments: Anthony and the team started by reviewing the previous matrix assessment, identifying areas of achievement and recommendations for improvement.
2.  Engaging Key Stakeholders: The team identified key personnel within the organisation to participate in the process, including individuals from HR, senior management, and operational staff.
3. Self-Assessment: A self-assessment exercise was conducted, where each team member critically evaluated their department’s work concerning the matrix Standard criteria. This allowed the organisation to assess its strengths and areas for improvement.
4. Training and Briefing: Key individuals were briefed on the assessment process, the expectations of the assessor, and how to best showcase their work.
5. Simplifying the Framework: The team made a concerted effort to break down the matrix Standard into components, ensuring that everyone understood how their daily tasks contributed to the overall accreditation.

Assessment Process

Working with the assessor was a positive experience. They provided clear guidance on the process, ensuring everyone felt well-prepared.

“The assessment itself was more relaxed than anticipated, focusing on the practical demonstration of work rather than the detailed testing of policies or procedures.”

Results and Impact

The immediate benefit of the accreditation process was a sharper organisational focus on how advice and guidance were delivered across the business. The assessment prompted the creation of a formal IAG policy and led to a review of existing policies. The process also helped the team think more critically about how they delivered services to external clients and internal staff.

YMCA Heart of England believes the matrix Accreditation will foster a long-term shift in how staff approach their roles, particularly in terms of offering structured advice and guidance and seeking feedback to improve services.

Advice for other organisations

– Understand your IAG Services: think broadly about how you provide advice and guidance in your operations.

– Simplify the Approach: break down the matrix Standard into manageable components to avoid overwhelming staff and providing control.

– Engage and Brief Stakeholders: clear communication and preparation are key to ensuring that everyone involved understands the process and can effectively showcase their work.

– Be Honest in Self-Assessment: a realistic evaluation of your organisation’s strengths and areas for improvement is essential for success.

YMCA Heart of England recognised that the standard aligned closely with their work. The matrix Standard journey has brought a renewed focus on how they deliver and review their services, setting the stage for future success.