Themes:

• Operational planning
• Stakeholder engagement
• Staff and volunteers

Level 5 illustration:

Operational planning

We have robust processes in place for planning, delivering and reviewing services and activities. Our operational plans are clear, measurable, appropriate, and coherent. They reflect national and local priorities, strategic plans, including partnership, community planning and CLD plans. They guide staff, partners and stakeholders well to collectively deliver and improve services. Staff and volunteers are supported effectively to understand and fulfil their roles and responsibilities. They are engaged and involved in planning for improvement which is systematic and effective, including through periods of change. This ensures that there is a clear, shared sense of purpose and ownership.

Stakeholder engagement

Staff, volunteers, partners, learners and other stakeholders consistently play an active role in the creation and review of delivery plans. They are confident to challenge constructively practice and planning processes in order to support and drive improvement. We have effective and efficient processes to engage stakeholders, including those who may be marginalised. We have clear evidence of stakeholder’s involvement in shaping the planning, delivery and monitoring of our services. Systematic analysis of participant and wider stakeholder feedback, including the lived experience, almost always informs practice and improvement planning which regularly leads to improved outcomes.

Staff and volunteers

There are clear policies and procedures in place to support the fair recruitment, wellbeing and work of staff and volunteers. Managers are trusted by, and communicate clearly, regularly and well, with staff and volunteers. Management approaches are sufficiently flexible to take account of changing needs and circumstances whilst sustaining clarity of direction. We take account of this in our workforce planning. All staff and volunteers receive regular supervision which provides appropriate challenge, support and opportunities for professional and personal development. Staff and volunteers feel valued and are trusted to take managed risks in order to improve outcomes. As a result of these practices, staff and volunteers consistently deliver high quality services which have positive impacts on learners, communities and where relevant supported, funded or membership organisations.

Challenge questions:

1. How well do our operational plans align to local priorities and strategic plans, including CLD plans?
2. How well do our operational plans align to national priorities such as the UNCRC, Learning for Sustainability and national planning for Gaelic?
3. How clear are our policies and procedures? How do we know staff, volunteers and other stakeholders understand and follow them?
4. How do we know our plans and policies meet the intended outcomes for learners and communities?
5. How do we know there is a shared sense of purpose across leaders, staff and volunteers?
6. How well are staff, volunteers, partners and stakeholders involved in the design of and review of plans?
7. How good are our strategies for engaging stakeholders, including those who may be marginalised?
8. How well do we use analysis of participant and wider stakeholder learning, expertise and lived experience feedback to inform our improvement planning?
9. How effectively do we understand and implement our human resources policies and procedures?
10. How effective are our methods to build trust within our workforce, partners, supported organisations and wider stakeholders?
11. How well do we support staff and volunteers so they are confident to be innovative, creative, take managed risks and share their expertise?