Improved Risk Management
Effective risk management can reduce the likelihood of insurance claims being brought against the organisation. Some of the areas identified by insurers and underwriters as being the main causes of complaints against legal service providers are addressed by the SQM, which encourages:
- Increased management responsibility
- Diary control
- Conducting conflict of interest checks
- Effective supervision of staff
- Provision of comprehensive information about costs and other matters including client care and complaints
Improved Client Care:
Where effective client care and supervision procedures are in place, the risk of complaints from clients, including those reaching the Legal Complaints Service and umbrella bodies, is greatly reduced. A large number of complaints from clients are due to misunderstandings caused by insufficient or incorrect information provided by the legal service provider.
Effective management practices and reduced costs:
Having effective management systems leads to a reduction in administrative failures, preventing wasted costs and poor service to clients.
Effective deployment of resources:
Where effective staff supervision, training, assessment and support are provided, staff motivation and morale are improved, and each staff member is able to contribute to the running of the organisation to the best of their ability.
Increased client confidence:
Holding a recognised quality standard demonstrates a commitment to the provision of quality services.
Funders, including the Legal Aid Agency, currently require or may require in the future, certification to the SQM to ensure that the service they fund meet minimum competence standards.