Service Level Agreement (SLA) 2021-2022

9/2/2021 6:14:09 PM

15. BESST Services for Schools 21-22

Support Packages will run from 1st April 2021 to 31st March 2022 (12 months) in order to bring billing in line with the school’s fiscal year.

 

About Us

We recognise that delivering the best possible outcomes for children is the main priority of all school leaders and governors. BESST aim is to help school leaders and governors deliver a great education to all children and young people in Buckinghamshire, allowing them, regardless of their starting point, to realise their potential and embark on a positive and exciting future.

Our services are delivered by our team of school improvement experts who care passionately about supporting schools to securing the best possible outcomes for their pupils and students.  We are building the capacity and expertise within the team and aim to provide additional services, which meet the needs of headteachers and governing boards, throughout this academic year and beyond.

We very much welcome input from school leaders and governors into the continued development of our services, so please do get in contact at besst@buckinghamshire.

BESST sits within the Achievement and Learning team (Children’s Services) within Buckinghamshire Council.  The team is made up of the following members:

Head of Achievement & Learning                             Gareth Drawmer

Equalities & School Improvement Manager            Yvette Thomas

Primary School Improvement Advisor                      Naureen Kausar

Secondary School Improvement Advisor                 Georgina Masefield

Education Officer                                                       Katherine Wells

NQT and Governance Officer                                    Hazel David

Business Support Team Leader                                 Kathryn Hathaway

Headteacher Performance Management

Headteacher Performance Management plays a vital role in the governing board’s core function of holding the school to account for the educational performance of the school and for the performance management of its staff. The External Advisor role is to advice on the legal process, help interpret data and other performance information, and advise on how to frame objectives for the coming year.

BESTT can offer experienced External Advisor support to governing bodies, with a new Headteacher only, this academic year.

If you are a governing body with a new Headteacher and wish to discuss potential Headteacher Performance Management support, please contact besst@buckinghamshire.gov.uk for an informal discussion and more information.  Should there be capacity to support you and you wish to purchase the service, a detailed SLA will be developed between BESST and your school governing board.

Conferences and Workshops

BESST School Improvement Services will offer conferences and workshops throughout the academic year.  These will be publicised through Schools Bulletin, Liaison Groups, BESST newsletter and the School Improvement Service Newsletter. Although designed specifically for Senior Leadership Teams (SLT) any school personnel can book on, but they must seek financial permission from the Headteacher and Business Manager/Bursar and adhere to terms and conditions in relation to the conference/workshop in question. This may include preparing evidence, case work or statistics in advance.

Responsibilities to undertake successful participation in virtual sessions as part of terms and conditions of your conference/workshop booking:

  • Read the information below as this has been included to help with the smooth running of the BESST courses. If there are any errors with your booking or you have a query please contact us immediately at BESST@buckinghamshire.gov.uk .
  • We recommend you save the email message with the link to the virtual conference/workshop in an accessible folder and/or your electronic diary. You can copy the ‘Click here to join the meeting’ message and paste into your calendar.
  • It is advisable to check your device is compatible with MS Teams and that you have access to the chat. We cannot accept responsibility for the quality or accessibility on the device you have chosen to use.
  • Ensure your screen ID is your own name or school name. If you are not sure please add your name and school to the chat bar.  If we are unable to confirm attendance you may not be sent further information, presentations or documentation.
  • You are advised to log onto the training at least 5 minutes beforehand to ensure the presenter can start the session on time. Failure to do so may result in missing out on important information.
  • The majority of online training requires delegates to be muted and cameras to be turned off. It is your responsibility that this is done before joining the training. Please respect this request as failure to do so can affect the quality of the presentation and also the experience of other delegates.
  • If you join the meeting and have no sound, picture or access to the chat, please leave and re-join as this may rectify the problem.  If this doesn't work, the problem may be with the device you are using.  We cannot accept responsibility for the quality or accessibility on the device you have chosen to use.
  • We will send out presentations and documentation where possible. This may take up to 14 working days to arrange and approve.
  • Certificates of attendance are not provided for all courses. If the training you attended does produce a certificate of attendance these can take up to 14 working days to produce. They will be emailed directly to you.
  • Cancellations to be made, in writing to BESST@buckinghamshire.gov.uk, at least 2 days prior to the training session. Cancellations after this time will still incur the charge and we suggest finding an alternative member of staff to attend.
  • If you have a query with your booking please contact us immediately at BESST@buckinghamshire.gov.uk during office hours. This inbox is not routinely monitored past 5.30pm each day.

Educational Visits Service

Please find standard Buckinghamshire Council terms and conditions here.

CLEAPSS

CLEAPSS works in the field of school and college science, D&T and art, from foundation stage through to A-level or equivalent. It provides general support and advice for all aspects of practical work.  This includes information, advice and training about laboratory and workshop design and working practices, technicians and their jobs, equipment, tools, materials, living organisms, and practical activities for students, with an over-arching focus on health and safety. CLEAPSS advice and guidance form the basis of model risk assessments for practical activities carried out in educational settings in science, D&T and art.

CLEAPSS support practical activities in science, D&T and art

  • from early years to A-level or equivalent,
  • including health and safety, and
  • advice on laboratories/workshops, equipment and resources

Buckinghamshire Council can provide CLEAPSS membership for academies and free schools at a reduced price compared to direct membership.  The cost for 2021 to 2022 will be 20p per pupil (compared to a direct membership cost from CLEAPSS of 24p per pupil for primary schools and 31p per pupil for secondary schools). 

Annual membership runs from 1st October 2021 to 31st September 2022.

Buckinghamshire Council are acting as a facilitator/broker in the arrangement between your school and CLEAPPS and schools should refer to the CLEAPSS terms and conditions before purchasing this service.  Buckinghamshire Council cannot be held responsible for the advice and guidance given by CLEAPPS.  All questions, queries or complaints regarding the advice given must be directed to CLEAPSS and the school must undertake all necessary due diligence on the advice and guidance given by CLEAPPS.

Continued Professional Development within Buckinghamshire is delivered by a range of expert Buckinghamshire Council teams and partner agencies.

For training and CPD delivered by BESST, the following terms apply:

Responsibilities to undertake successful participation in virtual session, as part of terms and conditions of your training &/or CPD:

Read the information below as this has been included to help with the smooth running of the BESST courses.  If there are any errors with your booking or you have a query please contact us immediately at BESST@buckinghamshire.gov.uk .

  • We recommend you save the email message with the virtual training link in an accessible folder and/or your electronic diary. You can copy the ‘Click here to join the meeting’ message and paste into your calendar.
  • It is advisable to check your device is compatible with MS Teams and that you have access to the chat. We cannot accept responsibility for the quality or accessibility on the device you have chosen to use.
  • Ensure your screen ID is your own name or school name. If you are not sure please add your name and school to the chat bar.  If we are unable to confirm attendance you may not be sent further information, presentations or documentation.
  • You are advised to log onto the training at least 5 minutes beforehand to ensure the presenter can start the session on time. Failure to do so may result in missing out on important information.
  • The majority of online training requires delegates to be muted and cameras to be turned off. It is your responsibility that this is done before joining the training. Please respect this request as failure to do so can affect the quality of the presentation and also the experience of other delegates.
  • If you join the meeting and have no sound, picture or access to the chat, please leave and re-join as this may rectify the problem.  If this doesn't work, the problem may be with the device you are using.  We cannot accept responsibility for the quality or accessibility on the device you have chosen to use.
  • We will send out presentations and documentation where possible. This may take up to 14 working days to arrange and approve.
  • Certificates of attendance are not provided for all courses. If the training you attended does produce a certificate of attendance these can take up to 14 working days to produce. They will be emailed directly to you.
  • Cancellations to be made, in writing to BESST@buckinghamshire.gov.uk, at least 2 days prior to the training session. Cancellations after this time will still incur the charge and we suggest finding an alternative member of staff to attend.
  • If you have a query with your booking please contact us immediately at BESST@buckinghamshire.gov.uk during office hours. This inbox is not routinely monitored past 5.30pm each day.

For training and CPD delivered by other Buckinghamshire Council departments, please see their own SLA.

For training and CPD delivered by external partners, please read the booking terms and conditions carefully.  Buckinghamshire Council have not audited the training provided by external partners, instead are signposting to partner websites.  Buckinghamshire Council cannot be held responsible for the advice and guidance given by external partners.  All questions, queries or complaints regarding the advice given must be directed to the partner organisation and the purchasing school and governing board must undertake all necessary due diligence on the advice and guidance given in the training.

Buckinghamshire Council responsibilities (BESST)

Information, Resource and Booking functionality via the Traded Services Zone of SchoolsWeb. We aim to provide a professional service and support to schools through advice and monitoring.

Performance Indicators

  • Fixes see Measures of Service Performance
  • Customer satisfaction feedback

School responsibilities

  • Provide a named contact at the school.
  • Provide all necessary and relevant information in order for Buckinghamshire Council to provide services.

All training and support provided is given in good faith.  It is the responsibility of the individual school to undertake due diligence on advice given before accepting/implementing the recommendations/advice.

Buckinghamshire Council reserve the right to amend service offerings as described in the brochure.  These amendments will only be addressed in the event circumstances force changes to how we deliver our service going forward.

Buckinghamshire Council commits to providing sufficient notice, transition period and an effective date to any new arrangements that may be required. We will keep you informed and will be happy to discuss such changes and affects accordingly.

Sufficient notice may vary dependent on service offering, please see relevant service descriptors for further information.

Measuring Performance

We currently gauge the performance levels of services by reporting on relevant KPI’s stated within the Service Descriptors, available to customers on a per request basis. Customer feedback is the most valuable source to Buckinghamshire Council in driving consistent service improvement. Please see our below methods and communication in the table below.

Option

Description

Survey feedback and actions report

We ask that you complete our feedback survey after every service delivery (training course, workshop, school improvement service etc).  Please do take the time to give us information will help us to steer developments and conduct checks on services to ensure constantly delivery to the individual service descriptions.

We will regularly report back on feedback received and actions taken as a result of the feedback supplied.

Schools Support Forums and Focus Groups

The Buckinghamshire Council Traded Services team invite you to participate in these meetings to hear updates on our service performance overall and longer-term development plans.

We see your feedback as being the most effective source to pin point what service improvement ideas should be pursued and rank urgency accordingly.

We will always aim to resolve any issues that might arise regarding service delivery. Please contact the sis@buckinghamshire.gov.uk initially or the appropriate escalation contact as listed below. In the unlikely event that a dispute cannot be resolved to your satisfaction, you would need to raise a formal complaint.

All complaints are taken seriously and the Council will work with you to try to resolve your complaint to a satisfactory conclusion.

Option

Contacts

Immediate escalation

 

 

If you are not satisfied with the response you have received following the normal support process

 

(outside formal Buckinghamshire Councils complaints process)

Contact the BESST team directly through contacting  BESST@buckinghamshire.gov.uk  or calling  01296 383030

 

 

Alternatively, contact the Commercial Team at tradedservices@buckinghamshire.gov.uk and provide details of your concerns and any supporting material.

 

Caroline Wheller

Head of Service Business Development and Commercial

caroline.wheller@buckinghamshire.gov.uk

 

 

The formal Buckinghamshire Council complaint escalation process

The Council’s Customer Complaints and Information Team (CCIT). CCIT will acknowledge the complaint within 10 days of receipt.

 

The CCIT will then contact the Service Director with a request for information/investigation.

 

The CCIT will respond within 28 days.

 

Mailbox: complimentsandcomplaints@buckinghamshire.gov.uk

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Last updated: 2 September 2021

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