Customer Service Policy
What you can expect from us:
- Confidential Advice: The written records kept for your interviews are for the use of the EMCONET only. We will tell to no-one about your case and will not pass on anything form our records to anyone outside of EMCONET without your permission. Your records are however, subject to supervision and quality control.
- Some follow up work: As agreed with you, we may negotiate by letter or phone on your behalf with other agencies. We may give you advice on how to resolve a problem yourself, if we think, it’s appropriate and you are able to do so.
- A referral to other specialists within Birmingham. Some of these services are funded by the Legal Service Commission and we will discuss your financial eligibility needs prior to any appointment. You will need to provide us with proof of your income
- Complaints procedure. If you are not satisfied with the service provided by our advisers, please, pick up or ask for a leaflet on Complaints.
- Any query will be dealt with as promptly as possible; however it is likely that you will have to make an appointment.
- You will be able to choose on which language you would like to communicate with Advisor
- Your appointment will take place in a confidential environment
- Any matter discussed will be in confidence and will not be passed on to a third party without your permission.
- Any advice you are given will be clear, concise and impartial
- You will be given a record of what is discussed.
- Staff will be qualified to a minimum of NVQ Level 6 in Advice and Guidance
- A copy of Emconet Employers Indemnity Insurance is available
What we cannot do:
- We will not write or make unnecessary telephone calls on your behalf, when we do not believe that doing so will be of benefit to yourself
- We cannot provide you with money. If we think that your circumstances are exceptional, we can support you in making an application to charitable trusts, who may be able to help you further. You will need to provide us with full details of your income and expenditure.
- We cannot guarantee to take on all our clients’ cases. We are reserve the right to discontinue your case if we consider that there will be a small chance of further progress or you will fail to comply with what we expect of you.
Equal Opportunities & Diversity
The Emerging Communities Network (Emconet) was founded upon the principles of equality. We recognize that it is essential to provide equal opportunities to all people and we condemn any discriminatory practices. This policy sets out the organisation’s position on equal opportunity in all aspects of employment, including recruitment and promotion, and provides guidance and encouragement to employees at all levels to act fairly and prevent discrimination on the grounds of sex, race, marital status, disability, age, sexual orientation or religion and belief.
What is Equality of Opportunity?
We believe that true equality of opportunity means equally offering people the option to develop and maximise their equality potential in accordance with outcomes they have reason to value. We recognise that what might benefit and develop some of us may not do the same for others, equality of opportunity appreciates the diversity of aspiration, allowing people to flourish and progress in their own way. Essentially, providing people with such choice requires us to value all people as having the same intrinsic worth. We deliver all of our work in the context of equality and are committed to the principles of universal social justice. In line with this, we offer opportunities to all those that work with us to develop and improve on an equal basis.
Our Equal Opportunity Aims
- To enable staff to develop in a culture of professional self-determination in accordance with the principles of equality and social justice.
- To achieve the best outcomes in line with our mission and strategy and ensuring that these are not compromised by individuals or agencies within our organisation.
- To ensure our actions do not repeat patterns of institutional discrimination and to act in the best interests of those we serve.
- To promote and encourage an organisational atmosphere of mutual respect and understanding.
- To move the principles of equality of opportunity and promotion of social justice for all into tangible actions leading to positive outcomes for marginalised groups.
What we will do to achieve objectives
- Ensure all staff are provided with this policy document, made aware of the contents and are clear about their role in implementing it.
- Treat seriously and take prompt action on any complaint from staff and our service users relating to discrimination, victimisation or harassment.
- Ensure that employment and recruitment practices meet the CRE recommended standard of recruitment policies.
Our staff is appropriately trained and qualified. We give a quality advice with up to date resources, in a clean, comfortable and welcoming environment. Emconet will provide easy access for all.