Common Standards For Reception Areas: Appendix 2

Appendix 2
Common Standards for Reception Areas
Guidance on the Auditing Process
Common Standards for Reception Areas Working Group

September 2010
Diane Robertson 01/09/2010 V1.4
Introduction
The need for Common Standards for Reception Areas was identified as part of
East Lothian Council’s Customer Service Strategy.
The purpose of introducing Common Standards is to ensure that we deliver a

high quality, equally accessible and consistent service throughout all our
premises when we are welcoming visitors, residents and users to our services.
The Standards have been created by the Common Standards for Reception
Areas working group which was convened with authority from the Customer
Services Excellence Board. The Common Standards for Reception Areas
working group is made up of Departmental Representatives from East Lothian
Council. External stakeholder involvement has also been achieved with
representation and contribution from a member of the Access Panel, East
Lothian.
All Departmental representatives have considerable experience in managing and

delivering services to the public and providing access to both internal and
external customers.
The Standards focus on four main categories;

Staff Behaviours, Competencies & Standards
Information & Publicity & Community Information
Physical Area
Access
For the ease of Auditing, our premises have been graded into 4 main grades.
Grade 1 The Reception Area provides a main focus/welcome/contact point

for Visitors/staff accessing East Lothian Council Departments.
The Reception area is staffed at all times during the specified
opening hours.
Grade 2 The Reception Area provides a main focus/welcome/contact point

for Visitors/staff accessing East Lothian Council Departments.
The Reception area is only staffed for part of the specified opening
hours of the building.
Grade 3 A ‘Reception point’ is provided as a focus and source of essential

information and guidance for visitors.
A caretaker/other nominated member of staff* is available during
the period of meeting/let/visit.
Grade 4 A ‘Reception point’ is provided as a focus and source of essential

information and guidance for visitors.
No staff are available during the period of meeting/let/visit.
1. Measuring our Standards
Why complete an Audit?

In order to measure whether we are currently meeting the standards identified,
an initial audit of each premises needs to be carried out.
Each completed Audit represents a ‘snapshot’ of standards within the premises

on the data and time it is completed.
Any improvements in relation to meeting the standards, which are made after the
audit has been completed will not be captured until the audit is completed at its
next planned interval.
Who should complete the Audit?

Each audit will be conducted on a self-assessment basis and should be carried
out by an officer knowledgeable and familiar with the Reception Area/Point being
audited.
When will initial Audits be completed and when will they be repeated?
Audits will be carried out initially for all Grade 1 premises and thereafter rolled out
to Grade 2, then Grade 3 and so on, until all premises completed.
Grade 1 Audits were rolled out from April 2010

Grade 2 Audits were rolled out from July 2010
Grade 3 & 4 Audits were rolled out from August 2010
It is expected that all Audits will be completed by the end of 2010.
Audits will thereafter be completed as follows:

Grade 1 – annually (from April 2011)
Grade 2 – bi-annually (from July 2012)
Grade 3 & 4 – tri-annually (from August 2013)
How do I go about completing an Audit?

For guidance on how to complete the Audit please see Section 2

2. Carrying out and reporting on the outcome of an Audit
The majority of Standards will be observable such as opening times etc.

However to complete the audit fully it may be that you will have to will have to
find out some further information from different sources.
Standards may mean one thing to one Department and one thing to another.
The standards should be flexible enough to ensure that they are all achievable
within the context of your physical area and resources available.
To guide you through what each standard may mean and the flexibility
surrounding each standard please see Section 3
When completing the Audit you may be aware of some standards that are ‘Quick-
Hits’ and some of which may be able to be resolved immediately.
‘Quick-hits’ will be those action points that can be resolved at little or no cost/no
resource implications to the Department.
In this case, you should seek to comply with the standard, complete the ‘Quick-
Hits’ and update your Audit accordingly.
Others ‘Quick-Hits’ may have no cost attached to them but may take a little
longer to resolve.
The Audit should be accurate on the date and time that it is completed and
therefore only if you can resolve the ‘Quick-Hit’ immediately should your Audit
form reflect this.
Where standards have not been met and where they cannot be met without any
additional significant financial/resource implications then these should be
highlighted in section 4 of the Audit form.
These items will either be progressed collectively through the Customer Service
Excellence Board or alternatively by the individual Department themselves,
whichever is more appropriate.
On completion of the Audit, a copy should be retained by the Department and the
completed form should be returned to
Diane Robertson
Local Access Points Manager
Aldhammer House
Prestonpans
East Lothian
EH32 9SH
E-mail: drobertson@eastlothian.gov.uk
Telephone: 01875 824100

3. Definition of Standards – Guidance Notes
Staff Behaviours, Competencies and Standards

Customer Services Training – East Lothian Council offers a half day course
focusing on Customer Service standards. Contact Corporate Training &
Development for a list of available course dates ext 7868 or e-mail
employeehealthanddevelopment@eastlothian.gov.uk
There is no charge for the above courses however cancellation or non-

attendance will incur a £50 charge.
Equalities & Disabilities Training (1) –

Corporate Learning & Development – Scheduled Training
Training opportunities exist through Corporate Learning & Development 7868/

employeehealthanddevelopment@eastlothian.gov.uk for courses such as:
Diversity & Equality

Disability Equality
Race Awareness & The Race Relations Act
There is no charge for the above courses, however cancellation or non

attendance will incur a £50 charge.
Needs Specific Training
Equalities & Disabilities Training can also be tailored to your Departments

specific need, contact Rebecca Spillane, Equalities Monitoring Officer x7134 /
rspillane@eastlothian.gov.uk
Limited funding has been secured to provide a small number of course places for
the topics below, however thereafter Departments themselves would require to
fund their required training.
Training specific topics such as:
Deaf Awareness
Visual Impairment
Disability Awareness….are all available

Race Equality & Cultural Awareness
Awareness is provided in a booklet form which can be obtained from Rebecca

Spillane, Equalities Monitoring Officer x7134 / rspillane@eastlothian.gov.uk
The contents of the booklet should be discussed with teams to ensure that staff
have an understanding of Race Equality & Cultural Awareness issues.
Public Sector Diiversity – on-line learning module/paper copies
All staff as a minimum supporting Grade 1 to Grade 4 establishments are

required to complete the Public Sector Diversity one-line learning module or work
through the Equality & Disability workbook available through Rebecca Spillane,
Equalities Monitoring Officer x7134 / rspillane@eastlothian.gov.uk
The aim of this e-learning course is to develop awareness and understanding of

the varied issues within equality and diversity, and to support East Lothian
Council's employees in making equality and diversity a central theme of our work.
This short on-line module takes approximately 1 hr to complete and includes:
o Understanding Equality and Diversity

o Other important words and ideas
o The business case for Equality and Diversity
o The Equality Laws
o Making Equality and Diversity real
Staff who have already enrolled on the Elnet software can self-enrol for this
course. The course can be found under ‘Policy & Legislation’. Any staff who
have no yet enrolled can do so by contacting Corporate Learning & Development
7868 / employeehealthanddevelopment@eastlothian.gov.uk
Alternatively where e-learning is not the preferred method of learning or where

there are access issues to e-learning alternative methods and support can be
offered through Corporate Learning & Development or alternatively the Equalities
Monitoring Officer rspillane@eastlothian.gov.uk

Customer Service Staff Behaviours – for the purpose of the audit we are
asking that you complete the audit form using information at the point in time that
you are actually completing the audit.
It is a snapshot of what is in existence at the time you carried out the audit.
It may be that you have a number of staff covering your Reception area. If you
are aware that you have staff that do not display such behaviour it is important
that you either address these behaviours through either the PRD process or
through regular supervision/coaching sessions.
Identity Names Badges – For Grade 1 and 2 Reception Areas it would be

expected that each member of staff has an actual Corporate Name Badge.
The recommended standard of presentation of employee name is: Forename and

Surname. The size of font must be 18 font size. Note: Supervisors have the
discretion to vary the standard to Forename only where it is not deemed
appropriate to display an employees full name due to Health & Safety concerns.
For Grade 3 & 4 Reception Points it would be expected that the ELC ID badge
acts as an identity name badge.
Corporate Name Badges can be obtained through contacting Diane Tod

3110/01875 824110 or dtod@eastlothian.gov.uk
Corporate Identity (Clothing) – Corporate Identity can range from anything from
a female/male necktie to a sweatshirt with logo to full corporate clothing.
There is no Corporate Budget for such items and therefore any clothing provided
at this time will be dependant on Departmental Budgets and local standards.
The Common Standards for Reception Areas will consider further the
practicalities and feasibility of securing funding for such items as neckties.

Information & Publicity & Community Information
ELC Display Guidelines

East Lothian Council has a policy which guides us on how we should be
displaying posters, leaflets, exhibitions, petitions, raffle tickets and collection bins.
You will find a copy of ELC’s Display Guidelines in Appendix 1.
Opening Hours
This information may be detailed on notices along with other forms of information
or may be a fixed sign external to the building.
Information must be clear and visible. A minimum of 18 font size should be used.
Text should be Black on white paper and the ELC logo should be visible.
24 hour clock times should not be used.
Appendix 2 illustrates a standard notice covering Welcome, opening times,

Teams of staff available and waiting standard
Waiting time
Within the vicinity of where you are expecting people to wait, a sign must be
visible to advise customers when they should re-approach staff if their wait
exceeds 15 minutes.
Such a sign allows the staff at Reception to manage the time between first
enquiry and the time when the Customer or Visitors are met with ELC staff.
A minimum waiting time has not been identified however it expected that the
Customer is kept up to date with respect to delays that may affect their
appointment time or enquiry resolution time.
Appendix 2 illustrates a standard notice covering Welcome, opening times,

Teams of staff available and waiting standard
Services offered
A list of services that can be accessed from the Reception Area/Reception Point
should be made available either via. a leaflet or signage.

Welcome notice & what do I do next & alternatives
Grade 3 & Grade 4 Reception points only will require to display such information.
How do I access the services offered within the premises, who do I contact if I
need more information?
Feedback Leaflet
ELC has three schemes in operation. One specifically for Education Services,
one specifically for Social Work services and a Corporate Scheme covering all
other Council services.
As a minimum standard, all Reception Areas/Reception Points should have the

Corporate Feedback Leaflet available for visitors/customers.
Copies of the Education Feedback Leaflet can be obtained from Corporate

Feedback Team on 0131 653 5290 or 4290 or feedback@eastlothian.gov.uk
Copies of the Corporate Feedback Leaflet can be obtained from the Corporate
Copies of the Social Work Feedback Leaflet can be obtained from the Corporate
Tourist Information Leaflets
The minimum requirement is to have on display a leaflet called ‘Discover East

Lothian’. This leaflet highlights attractions across East Lothian and gives general
Tourist information.
For a supply of leaflets please contact Economic Development on 7282.
Should you have additional space within your Reception Area or Reception Point
and wish to stock additional Tourist information leaflets please contact Visit
Scotland and Local Tourist Information Centres.
These can be found at:
North Berwick Tourist Information Centre 01620 892 197

Dunbar Tourist Information Centre 01368 863 353
Scottish Seabird Centre 01620 890 202
Customer Care Charter

East Lothian Council’s Customer Care Charter must be on display within the
Reception Area or Reception Point. Dependant on space the Charter could be
displayed fixed on a wall, notice board or within a Perspex sleeve.
Copies of the Customer Care Charter can be obtained from the Main Reception
Desk, John Muir House or by telephoning 7300
Departmental Information Board

Space and physical layout of the Reception Area will dictate the amount of space
available for Departmental Information to be displayed.
Where a Departmental Information Board can be accommodated the information

should relate to the relevant Departmental Services ie. Planning. Where
additional space is available relevant corporate information should be made
available ie. Cllr Surgeries
Language Cards
Each Grade 1 and Grade 2 Reception area should have:
• A Language Chart
• A Language Poster
• Individual small Language Cards
• Staff who are aware of how to use the Language aids who are familiar with
‘How to use a Language Card’ Appendix 2
For supplies and replenishment of materials please contact ELC’s Inclusive

Communications Policy please contact ELC’s Public Information Officer on 01620
827 199 or e-mail pulicinfo@eastlothian.gov.uk
Translation Services (Languages or Specific Format)

East Lothian Council strives to ensure that its services and information are
accessible to all.
Our Inclusive Communications Policy states :

‘LInC promotes the right of people with communication difficulties in the
Lothians to communicate meaningfully with others and for others to
communicate meaningfully with them. It sets out a range of measures that
will allow all of us to communicate better in our daily lives. It will improve the
way that we provide information and services for everyone. It will help people
get their message over to the staff who work in these services and help
people understand what staff are saying to them.’
For copies of ELC’s Inclusive Communications Policy please contact ELC’s

Public Information Officer on 01620 827 199 or e-mail
pulicinfo@eastlothian.gov.uk

Alternativie Language Communications
East Lothian Council has access to a number of companies who can provide
Translation & Interpretation services direct to staff to assist with providing access
to services to Customers of East Lothian.
Staff should be aware of the process regarding how to obtain such information on
behalf of the Customer.
Appendix 1 will give some guidance. For further information or to organise

training or a briefing session for Reception staff please contact ELC’s Public
Information Officer on 01620 827 199 or e-mail pulicinfo@eastlothian.gov.uk
Specific Format Communications

To support access to standard information, information can be made available in
a number of alternative formats such as Braille, large print, Moon and audiotape.
Staff should be aware of the process regarding how to obtain such information on
behalf of the Customer.
Please see Appendix 3. For further information or to organise training or a

briefing session for Reception staff please contact ELC’s Public Information
Officer on 01620 827 199 or e-mail pulicinfo@eastlothian.gov.uk
Definition of ‘Moon’ – Moon allows people who are blind or partially sighted to
read by touch. Moon is intended for blind or partially sighted people of any age.
The characters are fairly large and over half the letters bear a strong
resemblance to the print equivalent, Moon has been found particularly suitable
for those who lose their sight later in life, or for people who may have a less keen
sense of touch.
Facilities Signage (Toilets/Lift)
In all premises it may not be appropriate to display signage of the facilities

available within the building. It may be because you cannot access the facilities
without speaking directly with a member of staff from the Reception Area.
Where members of the public are entering public buildings and where facilities
are accessible without having to go through swipe doors or report into Reception
Areas for Security reasons it is expected that Facilities Signage is considered.
Property Services will be able to advise on Legislative requirements for signage.

In the first instance you should log your enquiry to your Property Maintenance
Officer designated for your building through logging the enquiry at any Local Area
Office or alternatively by telephoning
01875 824311 (ext 8811)

Welcome notice & what do I do next & alternatives
Relevant contact telephone numbers
Responsible employees & roles
Security Control Measures

Security Control Measures will vary from Reception Area to Reception Point
dependant on the outcome of the Risk Assessment recommendations that would
have been undertaken to assess Risks associated with the tasks undertaken
within that specific area.
For the purpose of Security and Fire Regulations all East Lothian Council public
buildings are required to have a Visitors/staff Signing in and out book.
For guidance on what is expected please telephone your Departmental H & S

Implementation Officers
Jim Lynch, Community Services 7797

Graeme MacGregor, Environment 7722
Judith Wood, Education & Children’s Services 7640
Keith Flockhart, Chief Exec & Finance & IT Dept 7639
Blair Glynn, Fire Safety Officer 7604
Councillors Surgeries
Councillor Surgery information is publicised on East Lothian Council’s website
only.
Local press and Grade 3 and Grade 4 establishments should signpost the
customer to where the information of each surgery can be made available on
request. Local press advert (see below)
For dates and times of next week’s surgeries

in your area (where councillors are available
to meet for consultation) or for details of how
to get in touch with your local councillors:
Visit our website:
www.eastlothian.gov.uk
or call us on:
01620 827 827
Individual councillor’s surgeries are publicised
in leaflets and posters on display in local
council offices, libraries and other facilities.
The dates and times of each councillor surgery can be obtained via. East Lothian
Council’s website
Your Councillors > Councillors’ Surgeries > Details of Surgery Times and
Places > You will then find each ward information and within it each planned
Councillor surgery
Most elected Members have an A4 Cllr Surgery information sheet which has a
photograph of them on it. The Cllr Surgery information sheet can be filled in by
the Reception Area before displaying. These sheets are normally used within the
Elected Members Ward area. For copies please contact the Members Support for
the relevant Councillor.
For the purpose of guidance the standards expected with respect to Councillors
Surgeries is to provide information to the Customer on request.
Grade 1 establishments should endeavour to display the A4 Cllr Surgery posters

for the Ward area in which the Reception Area is location ie. Prestonpans.
Partner Services Information

Space and physical layout of the Reception Area will dictate the amount of space
available for Partner Service Information to be displayed.
Where Partner Services Information can be accommodated, the information

should meet the standards outlined in ELC’s Display Guidelines (Appendix 1) .

Physical Area
Entrance
Entrances should be clean, neat and fit for purpose. Reception staff should
ensure that spills and hazards are addressed immediately to ensure the safety of
staff and members of the public using each entrance.
Waiting Area
Waiting Areas should be clean, neat and tidy and fit for purpose. Where there is
not a physical area put aside for waiting, it would still be deemed applicable to
Reception Areas/Points where a member of public may have to wait (either
standing or seated) to have their enquiry resolved.
Damaged furniture should be removed, repaired or replaced.
Leaflets, magazines available for the public should be neat and tidy.
Litter if left by the public should be removed immediately.
Public Access Standards– Equalities & Diversity

Information to assess whether or not your Reception Area or Reception Point
complies with respect to Public Access standards will be obtained from Property
Services directly.
This will be completed by the Customer Services team and each Reception Area
or Reception Point will be marked up on the 2010 Audit Overview spreadsheet to
monitor compliance.
The information use to assess Public Access suitability comes from Statutory
Performance Indicators defined by Audit Scotland.
For the purpose of our Common Standards and Audit Indicator 3 has been used
to assess suitability. Indicator 3 is defined within Corporate Management and
Equalities and Diversity section as being:
“The number of council buildings from which the council delivers services to the
public and the percentage of these in which all public areas are suitable for and
accessible to disabled people”
All properties are assessed by Property Services against FPS Scotland Pro
Forma Guidelines.
FPS Scotland (Federation of Property Societies Scotland) runs in conjunction

with CIPFA and has a produced a set of Asset Management Indicators that can
be used to benchmark across all Scottish Local Authorities.
The Statutory indicators by which properties are assessed are based on:
Indicator 1 – Spend
Indicator 2 – Stock
Indicator 3 – Sustainability
Indicator 4 – Suitability
Indicator 5 - Sufficiency
All East Lothian council newly built buildings meet British Standards BS8300. is
BS8300 is the new code of practice for the design of new buildings and their
approaches to meet the needs of disabled people.
Where a Reception Area or Reception Point is not accessible alternative plans

need to be identified in advance to ensure that the customer can still access the
range of services provided in the building ie. provide in a fully accessible
alternative location or in an alternative format.
Leaflet/Notice Boards/Stands all fit for purpose

Floor space and wall display space will vary from premises to premises. It is
important that any leaflet/notice board/stands are fit for purpose and are safe for
the public to use.
Any broken, unsafe equipment must be immediately repaired, removed or

replaced.
Interview Rooms (or private space)

Where Interview Rooms are available these should be neat and tidy.
Where an Interview Room cannot be provided, when a Customer/Visitor requires

space to have a private conversation with a member of ELC staff, it is expected
that a pre-designated area is identified for such situations.
This may just be another room within the building or a corner of a Reception Area
or Reception Point that is out of a public waiting area.
Emergency Support Arrangements

(Panic Alarms/Lone Worker Schemes)
Security Control Measures will vary from Reception Area to Reception Point
dependant on the outcome of the Risk Assessment recommendations that would
have been undertaken to assess Risks associated with the tasks undertaken
within that specific area.
Some standards for solution are: Fixed Panic Alarms, Roaming Panic Alarms,
Mobile Telephones used for Lone Worker Arrangements either through the
Council’s Lone Worker Scheme or through independent Departmental
arrangements.

For further information on the Council’s Lone Worker Scheme please follow the
link below on the Intranet
http://elnet.eastlothian.gov.uk/site/scripts/documents_info.php?documentID=182
Water
Water should be made available, at the very least, on request.
Some examples of options are:

Dedicated Water Coolers within Reception Area
Dedicated Water Coolers on premises
Tap Water
First Aid
First Aid Standards will vary from building to building. Larger facilities may have
a First Aid Room and nominated First Aid staff whilst smaller facilities may only
have a First Aid Kit and staff who can take charge of incidents.
ELC’s Health & Safety team can provide guidance on what the minimum
standard of provision is within each building.
Irrespective of the nature of provision it is important that notices are on display

within public accommodation highlighting how First Aid support can be provided if
required.
All staff either covering Reception Desks or Reception Points must be aware of
what is provided as a minimum and how to locate the First Aid Kit or gain access
to the First Aid Room should it be required.
For guidance on what is expected please telephone your Departmental H & S

Implementation Officers
Jim Lynch, Community Services 7797

Graeme MacGregor, Environment 7722
Judith Wood, Education & Children’s Services 7640
Keith Flockhart, Chief Exec & Finance & IT Dept 7639
Blair Glynn, Fire Safety Officer 7604

Access Standards
The symbols used in our audit are those used by DisabledGo.
DisabledGo has identified these useful symbols that have been designed in
consultation with disabled people for ease of identifying access within public
buildings via. The Disabledgo website.
Independent Wheelchair Access

This is given when key services in the venue are accessible to a person who can
independently power their wheelchair.
Venues will have –
• Level access leading to the entrance door

• Level access inside or easy ramps/standard/platform lifts to access level
changes
• Sensor/push pad operated automatic doors or no doors at the main
entrance
• Doors must have a clear door width of at least 75cm
Wheelchair Access however Assistance may be required to overcome

some obstacles
The key services in the venue are accessible to a wheelchair user. However
assistance may be required to overcome features such as heavy doors or
moderate ramps.
Venues will have –
• Level access or an easy/moderate ramp and/or up to one shallow (10cm)

step
• Internal level changes can be overcome by easy/moderate ramps or
standard/platform lifts/or up to one shallow (10cm) step
• Manual or automatic doors, if manual these doors could be heavy
• Doors must have a clear door width of at least 75cm
Mobility Impaired Walker – no more than 3 medium steps or access to Lift

This is awarded to a venue where at the entrance to the building there are no
more than three medium steps. If there is more than one step a handrail must be
provided. Internal level changes can be overcome by moderate/easy ramps
and/or lifts.
Seat Available
A seat is available on the premises for customers. If not readily available it can
be requested.

WC Adapted
There are adapted toilets on the premises.
The toilet must have –
• A clear door width of at least 75cm

• Step free access
• Sufficient space for a wheelchair user to manoeuvre
• Grab rails and drop down rails available
WC – Step free access

There is step free access to standard toilets on the premises. These are located
on the ground or other floors accessible by lift.
Large Print materials available

To meet this standard, all staff responsible for providing services from the
Reception Point must be aware of how to organise materials in Large Print
should the client/visitor require this support.
For further information or to organise training or a briefing session for Reception

staff please contact ELC’s Public Information Officer on 01620 827 199 or e-mail
Braille information available

All staff responsible for providing services from the Reception Point must be
aware of how to organise Braille services should the client/visitor require this
support.

Assistance dogs welcome

Assistance dogs are welcomed onto the premises
Sound system available in certain locations on premises (eg Loop System)

A sound enhancement system is available at certain locations within the
premises.
Alternative contact via. Minicom, Textphone, Fax, E-mail
We can provide access via. One or more of the following:
• Textphone
• Fax
• Email

Venue has its own parking
The venue has it's own car park for use by patrons
Blue Badge Parking on Street

Blue Badge on street parking available
• There is on street Blue Badge parking in the immediate vicinity of the

venue or;
• The venue can provide parking if booked in advance to Blue Badge
holders.
• This last point could refer to a venue which has a car park for staff only but
are happy to reserve a space for a Blue Badge holder.
• All local parking restrictions should be checked before visiting the venue.
Parking near the venue

Public Car Park near to the venue, no more than approximately 200 metres from
the venue.
Sign language available

To meet this standard, all staff responsible for providing services from the
Reception Point must be aware of how to organise Sign language services
should the client/visitor require this support.

Disability Awareness Training

See section at beginning of item 3 ‘Equalities & Disability Training’

Future Audits & Improvements
On completion and return of each Audit to Customer Services, the Audit outcome
for each area will be entered on a spreadsheet (2010 Audit Outcome) which will
allow comparisons to be made across all of our East Lothian Council Reception
Areas and Reception Points.
Customer Services and the Common Standards Working Group for Reception
Areas will be able to assist with the development of standards relating to all
Reception Areas and Reception Points for example Name Badges/Corporate
Clothing.
Each Officer/Team Leader/Manager responsible for the individual Reception

Area/Reception Point should endeavour to address the action points highlighted
as a result of them completing the audit.
For example, staff should be placed on training courses, property services

contacted to improve signage etc.
As you improve your signage/equipment/staff knowledge you should keep note

and reflect back to your audit so that you can measure improvements that you
have made.
It is important to note that when you complete an audit it is a ‘snapshot’ at that

point in time of the standards that are being met. Any improvements will not be
captured until the next audit for the Reception Area/Point is completed.
The frequency of the Auditing process is:

Grade 1 - every year
Grade 2 - every 2 years
As new premises come into being or Reception Areas are closed the List of
Reception Areas will be updated to reflect the changes.
DDA improvements will be updated annually and the 2010 Audit Outcome
spreadsheet will be updated to reflect the improvements.
All documents relating to the work of the Common Standards Working Group can
be obtained via. (INSERT INTRANET PAGE)
For advice and guidance relating to any matters regarding the Common
Standards for Reception Areas please contact:
Diane Robertson
Local Access Points Manager
Customer Services

01875 824100 (ext 3100)
drobertson@eastlothian.gov.uk
Creation 01.04.10
V1.2 26.05.10
V1.3 15.07.10
V1.4 01.09.10

Appendix 1
East Lothian Council’s Display Guidelines
EAST LOTHIAN COUNCIL Draft v.1
Guidelines for displaying:
• posters
• leaflets
• exhibitions
• petitions
• raffle tickets and
• collecting tins
in area offices, public reception counters and reception areas

Branch libraries should also refer to the library service’s own procedures
• Public libraries and other community facilities managed by the Council are
community spaces accessible, as far as practicable, to individuals and groups
and who wish to promote their interests and activities using posters, leaflets, etc.
However, the limited space available in Local Access Points, Public Reception
Areas and Area Offices/ Payments Offices, and the nature of the services
provided in these offices, means that space available to community groups has to
be much more strictly limited.
• Making space available does not imply that East Lothian Council, supports,
endorses or takes responsibility for materials on display.
The following guidance should be noted:
• Material accepted for deposit or display must be fair, legal, decent and
honest, and access must be equal and impartial. Wording and/or illustrations
should not discriminate against individuals or groups in society (for example race
or gender). Wording or illustrations should not offend against current standards
of decency. Material which openly supports illegal actions or which comes from
or supports an illegal organisation should be rejected.
• Lack of space unfortunately means that not all material can be displayed.
Room for posters and leaflets is particularly limited.
• The nature of its function means that the public Planning Reception
counter at the Council Headquarters is unable to accept public petitions,
posters, and leaflets objecting to, or promoting, planning applications or
proposals. Advice should be sought from the appropriate service manager (e.g.
Customer Services or Library Service) before permission is given to display this
type of material in other Council locations

• When displaying public information, priority should be given in the
following order:
1. statutory notices, government, council, government agency and other public

sector information
2. material from community councils and community organisations
3. material of an educational, leisure or cultural nature offered by trusts and non-

commercial organisations (e.g. theatres, colleges)
4. material from pressure groups and charities
5. material from businesses and self-employed individuals promoting educational

and cultural activities or providing information on areas of public interest.
• Posters which do not have an expiry date should not be displayed

indefinitely.
The only exceptions are those giving information about council services – but
remember to ask for new copies when these become damaged or faded.
• Exhibition material has a high profile. The Council reserves the right to
reject such material if it fails to meet standards as determined by the
appropriate officer in charge at the facility in question, and/or is judged to be
unlikely to be of much interest to others.
• Political impartiality is important. Posters or leaflets advertising public

meetings organised by political parties outside of election periods are
generally acceptable, but not notices of meetings for members of political
parties/ groupings. Councillors’ Surgery posters and Surgery posters/ contact
details for local MPs, MSPs and MEPs are acceptable. Specific rules on the
display of such material comes into force during the period of an election
campaign (i.e. from the period of the Notice of Election until Polling Day) and
if necessary, further advice should be sought from the Returning Officer or
his Deputy at Council Headquarters at these times.
• Petitions are only acceptable where equal access is offered; provided their
display does not unduly interfere with the efficient running of the facility
concerned, and provided their display is not in breach of Council policy. The
appropriate officer in charge at the facility concerned should be consulted
before permission is given. Special care needs to be taken in the period in
the run-up to an election (see above).
• Raffle tickets and competition items will not be accepted at public

counters in area offices and other facilities. The main reason is that if they
are accepted from one group, the Council would be obliged to accept them
from all. In addition, the Council has no insurance against theft or staff error
in the handling of monies or prizes; there is a lack of space at public
counters, and staff do not have the time. Sponsorship forms can only be
accepted at local libraries, and provided they meet Library procedures, rules
and regulations.

• Libraries and area offices should not normally be made available to
local groups for fund raising events or to sell goods (e.g. Christmas
cards). It may be appropriate for staff groups, schools groups, charities and
other non-commercial organisations to request the use of space at John Muir
House reception or other suitable premises for this purpose, provided the
appropriate facility manager has given their permission in advance.
• Tickets for Council events can be sold in libraries and the income passed
through branch books. Tickets for Council events can be sold at Council
Payment Counters and other facilities when authorised to do so by the
appropriate manager and provided suitable arrangements are in place for
collecting cash and recording income. Tickets for non-Council events are
not to be sold.
• Collecting cans for charities cannot generally be accepted other than in

local libraries, and only then when they meet the Library procedures rules
and regulations There may be seasonal exceptions to this rule, e.g. the
annual Poppy Appeal or charitable collections for items, such as toys, for the
ELVON Christmas appeal, provided these have the prior approval of the
appropriate facility manager. Charitable collections organised by Council
employees in the workplace, e.g. Jeans for Genes Day or Comic Relief, must
have the prior approval of the Chief Executive or appropriate Director.
If you require further guidance, please contact your manager or the appropriate Head of
Service.
Customer Services
East Lothian Council
March 2010

Appendix 2
WELCOME TO EDUCATION & CHILDREN’S SERVICES
OUR RECEPTION DESK IS MANNED DURING THE FOLLOWING HOURS:
Monday - Thursday - 9.00am - 5.00pm

Friday – 9.00am – 4.00pm
YOU CAN ACCESS THE FOLLOWING SECTIONS OF THE DEPARTMENT ON

THIS FLOOR:
Inclusion & Equality

Business Unit
Teaching & Learning
Children’s Services
We aim to process your query within 15 minutes. If not please approach our Receptionist again.

Appendix 3
About language charts

We are providing you with language charts to help you work with people
who do not have English as a first language. We hope they will help you to
find out what language the customer speaks. We are also providing you
with cards, which you can give the customer to help them on future visits.
The cards say ‘I do not speak English. I need an interpreter.’
How to use the charts and cards
1. Show the person the language chart. It contains the message ‘Point to
your language. An interpreter will be arranged for your next
appointment. Ask for a language card.’ This message is given in 32
major languages. Each translation gives the language in English
above it.
2. When the person points at their language, make a note of it on their

card. If you can get the person to help you fill out their name and
address, please do so.
3. If you can communicate with the person well enough, make a time for
an appointment at which an interpreter will be present. Give the
customer a written note of the date, time and venue.
4. If you do not feel the person understands anything you are saying,
please ring the Interpretation and Translation Service in Edinburgh on
0131 242 8181 and see if you can arrange for an interpreter to work
with the person over the phone. If you have trouble getting through to
the Interpretation and Translation Service, please ring me on 01620
827199 and I will arrange interpretation from another source.
5. Make sure that the customer knows to bring the card with them when
they visit any Council office.
If you would like to order more charts or cards, please ring me on 01620 827199. I can
also arrange translators, interpreters and BSL signers for you, and organise other services,
for example, Braille and audiotape transcriptions, large print etc (Council publications
only).
Jane Ogden-Smith, Public Information Officer, Social Work and Housing

Appendix 4
People who need information in another format
People who have a sight impairment may require information in large What to do if someone needs a translation, an
print, Braille, Moon or on audiotape. Please establish the required format interpreter or information in a specific format
and ask the Public Information Officer to arrange it for you.
People who have hearing impairments or are deaf
People may need a British Sign Language interpreter, a lip-speaker or

note-taker for meetings. Please find out what the person would like and Versions of this document
get the Public Information Officer to arrange it for you. It’s very are available in Braille,
important not to make assumptions about the person’s preferred method
of communication.
large print, audiotape or
your own language.
People who have learning disabilities and particular communication
needs ℡ Phone the Public
People may have need to have symbolised or pictorial information, and Information Officer on
they may need to have a key worker or carer present with them at 01620 827 199
meetings. If you need information in a particular format or if a key
worker/carer cannot be present (i.e., in an emergency), please contact
the Public Information Officer.
How to contact the Public Information Officer
The Public Information Officer is available 9 – 5, Mondays to Thursdays, 9 –

4 on Fridays. If s/he is not available, the Social Work support team in 9-11
Lodge Street can put you in touch with services you need. Please phone October 2004
01620 827 199 or e-mail pulicinfo@eastlothian.gov.uk Updated October 2009
Out-of-hours contact
Please contact the Emergency Social Work Service on 0800 731 0960

What the law says Obviously, this doesn’t solve your immediate communication
problem. There are two things you can do.
The Disability Discrimination Act (1995), The Race Relations Amendment
Act (2000) and equal opportunities legislation place a duty on councils and 1. If you feel the person understands enough English
other service-providers to make information on goods and services to be able to make an appointment with you at which you
accessible to: can have an interpreter present, make an appointment.
• people with disabilities and impairments Write down the date, time and venue, your name and
• people whose main language is not English. telephone number. Try to get the same details from
them. If possible, try to make the appointment in the
This means that we must provide all information about council business in same building that you are now dealing with the person.
a suitable language or format on request. For example, if you are dealing with the person in John
Muir House, don’t set up your next appointment in Port
Who pays Seton Resource Centre, as you will then have to try to
tell the person how to get there, which may result in
The council does not have a centrally held fund for interpretation and confusion all round. Then contact the Public Information
translation at the moment. This means that your team will have to Officer and explain that you need an interpreter for your
underwrite the cost of translations, interpretations or the production of meeting, and s/he will arrange it for you.
information in other formats (for example, Braille) required by any of your
service-users. 2. If it’s clear that the person has no English, you can phone
the Public Information Officer who will put you in touch
How to find out what language – using a language chart with people who with a simultaneous phone interpretation service, that is,
have little or no English someone fluent in English and your service-user’s
language who will interpret for you over the phone.
All council offices, libraries, schools and community centres have been
provided with language charts and cards. These are designed to help you People who speak a little English but require an interpreter to
and the service-user establish which language the service-user speaks. transact council business
The chart has the message:
You should arrange an interpreter for any meetings with anyone
I speak <mother language>. I need an interpreter. who is not fluent in English. You should also arrange to have any
documents to be used at the meeting translated into the
The message is translated into 23 major languages, including French, person’s first language beforehand. To do this, please contact
German, Turkish, Albanian, Urdu, Hindi, and Chinese. the Public Information Officer with your requirements as soon as
possible and s/he will sort out an interpreter and translations for
Show the service-user the card and encourage them to point at their first you. Please give them a language card.
language. When they point at their language, make a note of it on the
language card provided and give it to the person. This means that they Things to bear in mind
can produce it anywhere and people will understand that they need an
interpreter. It is not appropriate to ask children or young people to interpret
for parents, nor should you ask other relatives, friends or carers.
Do not use internet translation engines. Please arrange an
independent accredited interpreter or translator through the
Public Information Officer.

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Appendix 2

Common Standards for Reception Areas

Guidance on the Auditing Process

Common Standards for Reception Areas Working Group

The purpose of introducing Common Standards is to ensure that we deliver a

All Departmental representatives have considerable experience in managing and

The Standards focus on four main categories;

Grade 1 The Reception Area provides a main focus/welcome/contact point

Grade 2 The Reception Area provides a main focus/welcome/contact point

Grade 3 A ‘Reception point’ is provided as a focus and source of essential

Grade 4 A ‘Reception point’ is provided as a focus and source of essential

Why complete an Audit?

Each completed Audit represents a ‘snapshot’ of standards within the premises

Who should complete the Audit?

Grade 1 Audits were rolled out from April 2010

It is expected that all Audits will be completed by the end of 2010.

Audits will thereafter be completed as follows:

How do I go about completing an Audit?

Diane Robertson 01/09/2010 V1.4

The majority of Standards will be observable such as opening times etc.

Diane Robertson 01/09/2010 V1.4

Staff Behaviours, Competencies and Standards

There is no charge for the above courses however cancellation or non-

Equalities & Disabilities Training (1) –

Training opportunities exist through Corporate Learning & Development 7868/

Diversity & Equality

There is no charge for the above courses, however cancellation or non

Needs Specific Training

Equalities & Disabilities Training can also be tailored to your Departments

Training specific topics such as:

Diane Robertson 01/09/2010 V1.4

Awareness is provided in a booklet form which can be obtained from Rebecca

Public Sector Diiversity – on-line learning module/paper copies

All staff as a minimum supporting Grade 1 to Grade 4 establishments are

The aim of this e-learning course is to develop awareness and understanding of

This short on-line module takes approximately 1 hr to complete and includes:

o Understanding Equality and Diversity

Alternatively where e-learning is not the preferred method of learning or where

Diane Robertson 01/09/2010 V1.4

Identity Names Badges – For Grade 1 and 2 Reception Areas it would be

The recommended standard of presentation of employee name is: Forename and

Corporate Name Badges can be obtained through contacting Diane Tod

Diane Robertson 01/09/2010 V1.4

ELC Display Guidelines

You will find a copy of ELC’s Display Guidelines in Appendix 1.

24 hour clock times should not be used.

Appendix 2 illustrates a standard notice covering Welcome, opening times,

24 hour clock times should not be used.

Appendix 2 illustrates a standard notice covering Welcome, opening times,

Diane Robertson 01/09/2010 V1.4

24 hour clock times should not be used.

As a minimum standard, all Reception Areas/Reception Points should have the

Copies of the Education Feedback Leaflet can be obtained from Corporate

Tourist Information Leaflets

The minimum requirement is to have on display a leaflet called ‘Discover East

For a supply of leaflets please contact Economic Development on 7282.

These can be found at: