Services offered 2012/13 - Sunderland Learning Hub

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Investors in People• Building Cleaning Service has also achieved Investors In People (IIP).Communication process• All telephone calls will be returned within 24 hours.• All requests for service will be responded to within three working days.• All concerns will be acknowledged within three working days. See the complaintsprocedure for Community and Cultural Services.• Senior Management will be available 24 hours a day to respond to queries and toreceive telephone calls.Quarterly consultation process to ensure ongoing customer satisfaction.(see below)MONITORING AND EVALUATIONQuality Management SystemA Quality Assurance Card is presented to the customer on a regular basis to request theirviews on the quality of different aspects of the cleaning standards. These cards are returnedfor analysis of comments. The results from these are then evaluated as part of the qualitysystem; the results will be fed back through the agreed reporting channels.Any issues arising from individual comments are actioned immediately, while further actionsto ensure continual improvement of services are implemented. Inspection visits are carriedout, by an independent officer to ensure Quality Management Systems are operatingsatisfactorily. These results are collated with results analysed to detect trends whereimprovement to services could be made.Any issues arising from consultation or inspections are rectified immediately, with furtheractions implemented to ensure continual improvement of services.GENERAL MATTERSProcurement of ServiceInitial contact for service requests should be made to the Cleaning Services Manager who willarrange to meet and discuss requirements.Areas requiring the cleaning service will be documented (including measurement of floorarea) and a provisional cost for the service will be forwarded to the customer, within twoweeks of the initial requestOnce written approval is received, the Cleaning Services Manager will organise the relevantcleaning to commence from the agreed date.Should any additional services be required, these can be added to the annual contract or paidby variation on a monthly basis, by arrangement with the Cleaning Services Manager.The Building Cleaning Service will provide the service detailed in the Description of Serviceand subscribed to by the school in a professional and supportive manner to meet the needs ofthe school and the customers.144
Termination of SLAEither party may terminate this agreement on giving to the other three months notice inwriting. Where the terminating party fails to give the required notice they shall be liable to theother or the direct costs arising from such termination.ACADEMY / SCHOOL RESPONSIBILITIES• Provision of:- Hot and cold water and electricity.- Soaps, paper towels and toilet rolls where required.- Adequate lockable storage areas for equipment and chemicals.• Mutual assistance with moving furniture wherever possible.• Adequate access to all areas to enable adequate time provision for carrying out theservice.COMPLAINTS/DISPUTESIf an academy/ school is dissatisfied with any aspect of the service it has received thecomplaints procedure at the back of this booklet should be followed. Every effort will be madeto resolve disputes quickly and effectively.Back to Contents145
Page 1 and 2:
Services to Schools2012 - 2013Servi
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CONTACT NAMEPAGEManagement Support
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ADMISSIONS SERVICETEAM MANAGER:Val
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MONITORING AND EVALUATION:• Revie
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SERVICES OFFERED UNDER THE SLA:Leve
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All service users have access to a
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Face to Face -IAG interviews and Tr
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COMPLAINTS/DISPUTESIf a school is d
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COST OF SERVICES:Standard Placement
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EDUCATIONAL PSYCHOLOGY SERVICETEAM
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COST OF SERVICES:Charges are based
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EDUCATION SAFEGUARDING SERVICETEAM
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EST Support Packages:Band A establi
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COST OF SERVICES:As this service is
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Information, including details of f
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FINANCE SERVICETEAM MANAGER:David M
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• Production & Analysis of Benchm
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COMPLAINTS/DISPUTESIf an academy is
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ACADEMY RESPONSIBILITIES• The Aut
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• Training Needs AnalysisThe Heal
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contractors and members of the publ
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The audit will involve: -• Openin
Page 46 and 47:
maintenance and construction contra
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ObjectivesBy the end of the course
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Back Care and Manual Handling of In
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Competence of professional Health a
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HUMAN RESOURCES ADVICETEAM MANAGER:
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COST OF SERVICES TRADED SERVICES ON
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SCHOOL ICT NETWORKHEAD OF SERVICE:T
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The Virtual Learning Environment (V
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School TypeCore Network ChargesNurs
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SCHOOL ICT SERVICES (EDIT)HEAD OF S
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• Use with supported administrati
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Response Time B where the problem i
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mind its importance and urgency rep
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In addition to the above EDit staff
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OCCUPATIONAL HEALTH ADVICETEAM MANA
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SpirometryAll employees exposed to
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SUNDERLAND CITY COUNCILOCCUPATIONAL
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MONITORING AND EVALUATION• Intern
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Services offered under the SLA to J
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estimates, National Standard Progre
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SUPPORT & INTERVENTION TEAMTEAM MAN
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• support the development of lead
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Monitoring of KS2 SATs administrati
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• Health check-SIP type visit and
Page 94 and 95: SCHOOLS LIBRARY SERVICETEAM MANAGER
Page 96 and 97: c) A selection of story bags for Fo
Page 98 and 99: COST OF SERVICES:The Schools Librar
Page 100 and 101: Advice and supportAdvice and suppor
Page 102 and 103: The Academy prospectus shall includ
Page 104 and 105: SERVICES OFFERED:Due to the nature
Page 106 and 107: Local Government Pension SchemeProd
Page 108 and 109: • The current software in operati
Page 110 and 111: • The SSC will monitor in conjunc
Page 112 and 113: COMPLAINTS/DISPUTES:If an academy i
Page 114 and 115: ‘clerking hour’ which includes
Page 116 and 117: COMPLAINTS/DISPUTESIf an academy is
Page 118 and 119: All beds are either chemically trea
Page 120 and 121: REFUSE AND RECYCLING SERVICE FOR AC
Page 122 and 123: • The Service benchmarks its char
Page 124 and 125: SERVICE DELIVERY MECHANISM:Access t
Page 126 and 127: SERVICE DELIVERY MECHANISM:Inspecti
Page 128 and 129: SECURITY SERVICES, CASH IN TRANSITT
Page 130 and 131: COMPLAINTS/DISPUTES:If an academy/s
Page 132 and 133: Energy Audits andSurveys• Monitor
Page 134 and 135: ACADEMY PREMISES - DUTY TO MANAGETE
Page 136 and 137: SERVICE STANDARDS, MONITORING & EVA
Page 138 and 139: • Management of Council Keyholdin
Page 140 and 141: BUILDING CLEANING SERVICETEAM MANAG
Page 142 and 143: equired (e.g. when sealing wooden f
Page 146 and 147: BUILDING SERVICESTEAM MANAGER:Colin
Page 148 and 149: A telephone satisfaction survey is
Page 150 and 151: • Builders clean following altera
Page 152 and 153: Information derived as a result of
Page 154 and 155: The Building Cleaning Service will
Page 156 and 157: ACADEMY / SCHOOL RESPONSIBILITIESTh
Page 158 and 159: FOOD SERVICE PROVISION• Complianc
Page 160 and 161: • Absence monitoring and welfare
Page 162 and 163: COST OF SERVICES:Charges will be de
Page 164 and 165: BEHAVIOUR SUPPORT SERVICETEAM MANAG
Page 166 and 167: MONITORING AND EVALUATION:All aspec
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