Case Study: Cornwall Council Family Information Service – Families First Quality Award
Name of the Organisation / Department
Cornwall Council Family Information Service
Why Did You Wish to Achieve the Families First Quality Award?
We chose to pursue the Families First Quality Award as part of our ongoing commitment to service excellence and continuous improvement. The award provided a robust framework to evaluate our practices, celebrate our strengths, and identify areas for development. It also offered an external benchmark to validate the quality of our service, which is especially valuable when engaging with partners and stakeholders. Achieving the award aligns with Cornwall Council’s broader quality improvement strategy and reinforces our dedication to supporting families across Cornwall.
The Approach to Achieving the Standard
To prepare for the assessment, we adopted a collaborative and reflective approach, grounded in evidence and continuous improvement. We began by using the Self-Assessment Tool to evaluate our current practices and identify areas for development. Our team met regularly to review the standards, discuss our findings, and gather evidence to demonstrate how we were meeting each criterion. These discussions encouraged shared learning and helped us to celebrate our strengths while also identifying opportunities for growth.
The Impact / Benefits of Working with the Families First Quality Award
Working towards the Families First Quality Award has had a transformative impact on our service. It prompted deep reflection, fostered a culture of continuous improvement, and inspired new initiatives that have significantly enhanced our offer to families.
Following the award, we proudly launched it on our newly developed website—an ideal opportunity to showcase our service. The achievement raised awareness across Cornwall Council and strengthened our visibility.
Initiatives inspired by the award include:
- Recruitment of two Outreach Workers engaging directly with families at community events.
- Collaboration with the Parenting Team for joined-up support delivery.
- Launch of the Parent Champion Programme with 10 volunteers supporting families in Family Hubs.
- Development of the Cornwall-specific SEND Access4All Discount Card.
These projects improved accessibility, created community partnerships, and increased our credibility—earning us awards such as Cornwall Council’s One and All Award for Service Excellence and the 2024 NAFIS Award for Best Directory.
The Assessment Feedback
The feedback was instrumental in guiding improvements. Our “You Said, We Did” web page helps families see their voices in action. Both FIS Advisors completed their Level 3 IAG qualifications and are working toward Level 4 Diplomas. Responsibilities were restructured to enhance subject expertise, and our Statement of Service was updated to reflect our ongoing commitment to quality.
We expanded our outreach through social media, podcasts, community events, and school partnerships—achieving 92% school website linkage to FIS. We also redesigned our website, launched the Parent Champion programme, and began publishing case studies to showcase impact.
Feedback on our strengths validated our work and boosted team confidence—motivating us to strive for excellence and innovation.
Overall, How Was Your Experience with Assessment Services?
The assessment process was valuable and constructive. Our assessor was supportive and created a collaborative environment that encouraged open, honest discussion. Although collecting evidence was challenging at times, it deepened our understanding of our service and highlighted practical ways to improve.
The interview stage was particularly positive, and we appreciated the flexibility to reuse evidence where appropriate. Overall, the experience has helped us grow and better serve families across Cornwall.
Author(s)
Tiffany Kerr-Knight, Deborah Manning, and Christie Fisher
Cornwall Family Information Service
cornwall.gov.uk
