9. TEN Statement of Service to our clients.

Who are we?

South TynesideTEN is a not for profit organisation, set up to help the unemployed residents of South Tyneside into work. Established in 1994, TEN operates a number of job search advice centres in the Borough of South Tyneside.

What we can offer you

Our services are totally free to all workless residents of South Tyneside, regardless of length of time you have been unemployed or whether or not you are in receipt of any State Benefits. TEN undertakes a number of activities, including providing the TEN Jobsearch Advisor Service, which is an independent and impartial information, advice and guidance service for workless people, together with practical help and support in finding a job.

How to get in touch:

Simply call in at one of our centres - no appointment necessary, or if you prefer Freephone 0800 0566357 for an Information Pack.

Services to workless job seekers:

TEN Jobsearch Advisor Service - From the first day of unemployment, residents have access to a comprehensive free job search service which includes: CV preparation; help with application forms and interview techniques; access to telephones, faxes and photocopiers; the latest information on job vacancies from newspapers and the Internet; together with support and advice from experienced staff. All staff delivering services to the public are assessed against relevant competencies identified in nationally recognised standards. Further details can be obtained from TEN on Freephone 0800 0566357

Who we work with:

In order for TEN to offer the highest standard of service to all our clients, we work with a range of agencies including: Jobcentre Plus, Next Step Tyne & Wear, South Tyneside Council and other local and regional organisations.

When you use our services you have a right to expect:

- polite and helpful staff
- a prompt response to your queries
- unbiased, accurate and impartial information on all opportunities available to you, provided either immediately or  within an agreed timescale that is acceptable to you.
- information supplied in large print or languages other than English.
- access to confidential advice and guidance
- help finding suitable employment, training or educational opportunities.

In order to obtain the most benefit from our information, advice and guidance services, you should spend time considering what you want from us and be accurate in describing your personal details.

Supporting Equal Opportunity

We are committed to the promotion of equality of opportunity to all individuals and groups that use our services, irrespective of age, disability, race, nationality, religious or political belief, gender, marital status, sexual orientation or criminal record.    

What do you think?

TEN continuously seeks the views of workless people in order to improve our services by regularly issuing questionnaires to people using our services. In responding to a questionnaire, you may if you wish remain anonymous. We have also established a TEN Unemployed Forum that meets monthly to advise us on service improvement. Membership is open to all unemployed people in the Borough, details about membership can be obtained by ‘phoning 0800 0566357. We use responses from questionnaires and advice from the Forum to plan improvements to our services. TEN has a Client Complaint Procedure, details of which are included in the Client Induction Pack and displayed at all centres.

Achieving Quality

IN 2001 TEN achieved Level 2 of the PQASSO quality standards for voluntary organisations, Investors in People and accreditation to the Next Step Tyne & Wear Network. In respect of the delivery of our services, we operate within the Matrix Quality Standards accreditation to which was renewed in 2008. Further details about the PQASSO standards and the Matrix Quality Standards can be obtained from TEN on 0800 0566357. TEN was successfully reassessed for it's Investors in People award in November 2007.

Third Party Involvement

Where information regarding a client is shared with a third party, this information is only released with the client's full agreement. From time to time, some of our services are audited by external organisations such as South Tyneside Metropolitan Borough Council and therefore our records may be subject to access by them. Complete confidentiality is maintained throughout all stages of audit.

Data Protection

Information on clients such as names and addresses, CV's etc. may stored electronically. In the storage of such information, TEN complies fully with the Eight Principles of Data Protection and all relevant legislation. No sensitive information, as defined in the Principles of Data Protection, is held in TEN electronic storage systems. Individual clients have the right to access their personal information at any time. Clients who do not wish to have their information stored electronically, should inform TEN in writing, however the range of services we are able to provide may be restricted in such circumstances.                                   

Our Pledge: we promise to try to...

- put you the client first and offer a service at a time, place and pace that responds to your needs,
- provide clear impartial information to help you make the most appropriate personal choices about employment or learning opportunities,
- provide practical learning experiences that are relevant to your needs, enable you to monitor your own progress and that are related to your own long- term ambitions,
- provide an opportunity for you meet with people in similar circumstances to yourself and encourage the development of mutual support networks amongst our clients,
- offer the best possible service to all unemployed people in South Tyneside and actively seek to ensure that no-one is discriminated against on the grounds of ethnic origin, nationality, gender, religion, marital status, disability, age, sexual orientation, class, dependency care responsibilities or domestic address.

Client responsibilities

TEN expects its clients to behave responsibly whilst within its premises, taking due regard for the health and safety of themselves and others. TEN reserves the right to withdraw its services from clients whose conduct may be deemed as gross misconduct. Examples of such misconduct may include:vandalism or willful damage; theft or pilfering; aggressive or violent behaviour; racist activity; sexual harassment or misconduct; falsification of claims; serious breaches of health and safety regulations; abusive or threatening behaviour; intoxication by drugs, alcohol or solvents.

From time to time you will be asked to complete a feedback questionnaire to allow for the updating of our records and ensuring a quality service.

Client complaints

TEN has a client complaints and grievance procedure, details of which are displayed at all of the premises from which provides a service to clients. If clients have a complaint about either a member of staff or the service provided by TEN, they should raise the complaint with that person directly in the first instance. If this does not resolve the issue the matter should be referred the matter to the TEN Director, either by telephone on 0191 4557778 or write to: Director, TEN, 84-86 Fowler Street, South Shields, NE33 1PD.