Effective practice that secures continuous improvement is evidenced by:

• the care, advice, guidance and other support provided to safeguard learners’ welfare, promote their personal development and help them achieve high standards
• the quality and accessibility of information, advice and guidance to learners in relation to courses and programmes and, where applicable, career progression
• the extent to which the provision contributes to learners’ capacity to stay safe and be healthy.

Sources of evidence

Effective providers use the following sources of evidence to indicate success in offering sound support and guidance to their customers:

• records showing the quality and accessibility of information, advice and guidance (IAG) to customers in relation to courses and programmes and career progression
• records and observations of the diagnosis of, and provision for, individual learning needs
• records and observations of support activities
• records of the access customers have to relevant, effective support on personal issues
• individual learning plans and records of the diagnosis of learning needs
• timetables and records of additional learning support activities
• the induction pack
• customers’ files
• interviews with customers
• interviews with staff, employers and partners
• records and minutes of staff meetings at which induction and customer support was discussed
• plans relating to the support systems and procedures
• records of the procedures for managing customers’ attendance, punctuality and performance
• promotional literature
• careers advice and guidance materials
• records of induction programmes.

In effective self-assessment, the quality of guidance and support is evaluated by the extent to which...
4.1	support arrangements are planned and managed coherently
4.2	impartial guidance enables learners to choose the course or programme which is right for them
4.3	careers education and guidance are effective in guiding learners towards opportunities available to them when they have completed their studies or training
4.4	procedures are in place for recognising poor punctuality, non-attendance and poor performance early and for taking appropriate action
4.5	induction programmes enable learners to settle into their programmes quickly, to understand their rights and responsibilities and the demands of the course or programme
4.6	individual learning needs are accurately diagnosed and learners receive effective additional support throughout their studies or training
4.7	learners have effective personal support to help them complete their course or programme, including access to specialist support services
4.8	guidance and support are sensitive to equality of opportunity
4.9	partnerships with other providers and relevant agencies involved in advice and guidance are effective