Governance
Charters


Service User Charter

Our commitments to the people we provide services to are:

We will:
Tell you about our services and agree with you and relevant others howwe will provide them;
Be prompt, polite and helpful at all times;
Treat everyone with respect;
Discuss with you how we are going to work and always listen to your views;
Be flexible and offer you an appointment at an agreed time that suits you;
Respond to your problems and complaints;
Respect your privacy when we call out with you for appointments;
Handle all information about you with respect, in storing this information and whensharing information about you with other agencies;
Strive to be knowledgeable and to provide you with answers to your questions andqueries;
Help you complete forms and write letters when appropriate;
Tell you about other services and help you to access them;
Ask you what you think of our service; and,
Use your feedback to continually improve our service to meet your needs.

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Delivery Charter

Our commitments on service delivery are:

We Will:
Deliver and develop services which support positive outcomes for service users;
Demonstrate the social value, the added value and the value-for-money of our services;
Do everything we can to put our services into the communities that need them;
Work to ensure that we have the capability – standards, skills and capacity (people, skills,assets and information) – to deliver on all our commitments;
Continuously improve our services, our capability and the impact we have throughevidence-based planning, action and evaluation; and,
Work collaboratively to help us meet all our commitments.
Our service outcomes will support the achievement of commissioners' objectives and meet commissioners' governance standards.

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Standards of Business Conduct Charter

To meet our commitment to capability in service delivery we will:

Ensure that our standards are fit-for-purpose by
Consulting internally on the development and review of all standards;
Communicate standards effectively;
Provide advice, assistance, guidance and training to support decision-making within thestandards of business conduct framework;
Support continuous improvement and innovation by

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Employer/Employee Charter

Our commitments to our employees are:

We will grow Extern’s business and protect and create employment;
We will make Extern and employer of choice;
We will make Extern a good place to work, where everyone enjoys their job and everyone is committed to achieving Extern’s vision and mission;
We will maintain job satisfaction through
Appropriate and fair terms and conditions, including flexible working;
Total reward package benchmarked in the sector;
Clear role specifications and expectations; and,
Providing the support and tools we need to do our jobs;
We will support and develop our people to maintain the skills we need to do our job and help you develop your personal and professional skills;
We will maintain a positive working environment through
A blame-free culture;
Shared learning, innovation and improvement;
Maintaining a healthy and safe environment;
Standards that are fit-for-purpose;
Clear leadership and direction;
Open, honest communication; and,
Full employee engagement in developing our business

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