The ETI is committed to the delivery of excellent customer service in the inspection process within and across the education, youth and training sectors in Northern Ireland. Inspection Services Branch (ISB) provides the ETI with administrative support in the work it carries out
The ETI’s work is guided by its four core values of Truth, Dignity, Service and Example and our Code of conduct and associated behaviours as outlined in the Charter for Inspection.
As outlined in our Code of Conduct the ETI will:
- recognise that the key priority must be the interests and well-being of the learners, in terms of the quality of education and training which they experience, and the outcomes they achieve;
- be sensitive to the circumstances of the organisation, and ensure tact and courtesy towards all with whom the inspector/s come into professional contact;
- evaluate objectively and consistently, being honest in communicating findings and demonstrate openness to ensure that evaluations reflect accurately the organisation’s achievements;
- show concern for accuracy and reliance on evidence-based evaluation;
- show fairness in dealing with individuals and groups;
- respect your privacy and treat confidential issues concerning you in an appropriate way;
- comply with our statutory duties to make sure you receive equality of service;
- endeavour to minimise the stress on those involved in the inspection;
- taking responsibility and be accountable for the quality of our work;
- be committed to ensuring that queries are answered promptly and concerns dealt with, within a defined timescale;
- be sensitive to the effect on others of evaluations and reports, but without compromising the principles, values and standards of ETI;
- take prompt and appropriate action on any safeguarding or health and safety issues; and
- act with integrity at all times.
The ETI expects organisations to play their part by ensuring that inspectors can conduct their visit in an open and honest way and evaluate provision objectively.
The ETI expects all organisations it inspects to:
- show respect and professional courtesy at all times;
- enable inspectors to conduct their visit in an open and honest way;
- enable inspectors to evaluate the organisation objectively against the inspection framework;
- liaise with inspectors to minimise disruption, stress and bureaucracy;
- co-operate while carrying out the inspection process including the observation of lessons and training, the sharing of relevant, accurate and up-to-date information and data and a willingness to meet with inspectors for professional discussion relating to aspects of their work;
- ensure that the health and safety of inspectors is not prejudiced while they are on the organisation’s premises;
- provide early notification of any changes that may affect the conduct of the inspection;
- provide early notification of any difficulties that may arise in relation to the inspection;
- promptly draw any concerns about the inspection to the attention of inspectors and in a suitable manner; and
- understand the need for inspectors to observe practice and talk to staff without the presence of a senior member of staff.
The Customer Service Standards are designed to provide information on the standards of service the customer and stakeholder can expect in dealing with ISB and the ETI. The extent to which ISB and the ETI are meeting these exacting standards will be monitored on a regular basis and the outcomes will be published in our Annual Business Report.
Our four core values are defined as follows:
Truth
Honesty coupled with openness and sensitivity make sure that there is a free flow of information, within agreed guidelines, across and outside the organisation. We will be honest, open and sensitive in all of our dealings with colleagues, customers and stakeholders.
Dignity
We will treat everyone with whom we come into professional contact (both inside and outside the organisation) with respect and consideration.
Service
We will use our professional expertise to provide our customers, stakeholders and our colleagues with an effective service, which aims to promote improvement in the interests of all learners.
Example
We will work towards the highest standards of courtesy, behaviour and professional expertise and credibility.