Mind Quality Mark Revised standards and indicators Autumn 2017
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Mind Quality Mark Revised standards and indicators Autumn 2017
Contents
Introduction��������������������������������������������������������������������������������� 3 Area 2: Sustainability and growth������������������������12
Service quality and safety��������������������������������������12
About the Mind Quality Mark������������������������������������� 4
Service effectiveness��������������������������������������������������13
Support for local Minds in meeting the
MQM standard Sustainability������������������������������������������������������������������������13
The MQM review process Service design and innovation����������������������������14
Environment�������������������������������������������������������������������������15
The quality areas and themes���������������������������������� 5
Area 3: Influence and engagement���������������������16
Area 1: Leadership and governance������������������� 6
Service user participation����������������������������������������16
Board and trustees��������������������������������������������������������� 6
Tackling stigma and discrimination������������������17
Planning and risk�������������������������������������������������������������� 8
Partnerships and profile�������������������������������������������17
People����������������������������������������������������������������������������������������� 9
Mind network collaboration������������������������������������18
Information governance���������������������������������������������10
Finance��������������������������������������������������������������������������������������11 Glossary��������������������������������������������������������������������������������������19
Equality and diversity���������������������������������������������������11
Mind Quality Mark: Revised standards and indicators Autumn 2017 2Introduction
This document introduces The MQM is reviewed every four years
to take account of current best practice
the revised Mind Quality and changes to legal requirements. This
Mark (MQM) standard review includes a new focus on excellence,
launched in October 2017. sustainability and collaboration and
growth resulting from Network Futures.
It details the 24 standards and accompanying
indicators that local Minds are required The revised MQM standard will be piloted
to meet to be able to demonstrate the with a selection of local Minds in early
delivery of high-quality, effective and 2018, with full rollout from April 2018.
sustainable services for people experiencing This revised standard will run in three
or at risk of developing mental health year cycle from 2018-19 to 2020-21.
problems. Meeting the MQM standard
is a Mind affiliation requirement.
The Mind Quality Mark is a robust quality assurance
framework. It sets out the required baseline of
best practice and legal compliance in all areas of
a local Mind’s governance and activities.
The MQM provides assurance that the network of local
Minds across England and Wales is healthy, ambitious and
strong in providing the highest quality support to people
experiencing or at risk of developing mental health problems.
Mind Quality Mark: Revised standards and indicators Autumn 2017 3About the Mind Quality Mark
Working alongside Mind Support for local Minds in meeting The MQM review process
the MQM standard
nationally, local Minds across The quality review process is based on a self-
National Mind is committed to supporting assessment that is validated by a review team
England and Wales are striving and developing the network so, alongside at least every three years. Each local Mind
to make our mission a reality in these new standards, we are launching a is required to complete their self-assessment
the communities they serve. Each comprehensive offer of support for local Minds, annually and around 43 local Minds are
as well as launching new initiatives to support reviewed against their self-assessment every
local Mind is rooted in its own growth. As a network, we want to ensure year. A risk-based approach to planning the
community, meeting local need that every local Mind is able to provide the review schedule is taken based on the self-
and governed by local people. high-quality support their community needs. assessments, thus ensuring that local Minds
who are at risk of falling below the baseline of
The MQM can be used as an effective This includes the sharing of resources and
quality, as well as those demonstrating overall
organisational development framework. It details example policies and procedures, as well as
excellence, are identified promptly and reviewed.
the hallmarks of a well-run organisation that training, webinars, workshops, collaboration
can deliver services that have a real impact with other local Minds, sharing best practice, The review teams are made up of two peer
on people’s lives. Local Minds are expected to and bespoke mentoring and consultancy reviewers (an expert by experience and a
meet the MQM standard at all times and are support. The support will be provided by senior staff member or trustee of a local
encouraged to use the framework as a tool teams across national Mind and from others Mind), along with a member of Mind staff.
to maintain quality and drive improvement. in the Mind network, particularly those The review is based on a compliance check,
who demonstrate areas of excellence. a desktop review of the self-assessment and
While the MQM sets out the baseline of
accompanying documentation, and a visit.
quality, many local Minds excel beyond this National Mind is working with NCVO to enable
Local Minds will normally have three months to
and there is an opportunity to demonstrate local Minds to have access to their extensive
complete any necessary improvement actions.
excellence for each distinct quality area. This range of support materials. In addition to the
enables the wider network and national Mind to specific support matched against each theme
identify where excellent practice exists and to there is a generic support offer available to
encourage local Minds to continually improve. local Minds, this includes: the local Mind grants
Local Minds will also be able to promote their programme, the OpenHub, conferences including
areas of excellence. Further guidance on the Network Leaders and Trustee conferences
demonstrating excellence is being developed and leadership development opportunities.
and will be available to local Minds soon.
Mind Quality Mark: Revised standards and indicators Autumn 2017 4The quality areas and themes
Each quality area contains a number of themes made up of one or more individual standards. Each standard is supported by indicators which
detail what needs to be in place to meet each standard. There is an accompanying glossary which explains some of the terms used in the
document. These are marked with a (G).
MQM is based on three overarching areas:
Leadership Sustainability I nfluence and
and governance and growth engagement
People with mental health problems People with mental health problems People with mental health problems
benefit from a local Mind that is benefit from a local Mind that benefit from a local Mind that works
effectively managed, with strong provides high-quality, effective in partnership with other agencies,
leadership and effective governance. services; is sustainable and strategic; influences decisions and is led by the
can demonstrate its impact; and needs of people with lived experience.
••Board of trustees
focuses on continual improvement. ••Service user participation
••Planning and risk ••Service quality and safety
••Tackling stigma and discrimination
••People ••Service effectiveness
••Partnerships and profile
••Information governance ••Sustainability
••Mind network collaboration
••Finance ••Service design and innovation
••Equality and diversity ••Environment
Mind Quality Mark: Revised standards and indicators Autumn 2017 5Area 1: Leadership and governance
People with mental health problems benefit from a local Mind that is effectively
managed, with strong leadership and effective governance.
Standard Indicator Support offer
Theme: Board of trustees Provided by Nature of support
1 The board ••The local Mind is a charitable incorporated legal entity (G) and its governing document is in line with ••Network Relations ••Template policies.
understands its the Community Partnership Agreement (CPA). and Development
••Best practice
role in governance, Unit.
••The local Mind is registered and complies with the reporting requirements of the Charity guidance.
including legal
Commission and Companies House (as applicable). ••NCVO.
compliance and ••Training, webinars
exercising oversight. ••The board operates and is constituted in line with the governing documents. There are the correct ••Charity and workshops.
number of trustees (G), appointed in the right way and for the correct length of time. Commission.
••Crisis support.
••The board understands and complies with its governing documents. These are reviewed for
••Coaching and
appropriateness at least every two years.
mentoring.
••The board ensures that the organisation operates within the law and keeps up to date with
••Trustee conference
changes. This includes charity, company, tax, employment, health and safety, equality, data
protection and safeguarding law (this list is not exhaustive). ••Best practice
guidance and
••The board ensures that appropriate insurance is in place.
toolkits. Wide
••The board has met their legal requirements with regard to People with Significant Control (G) range of topics
legislation, including maintaining an up to date register if subject to the legislation. relating to
leadership,
••The local Mind operates within the Code of Fundraising Practice (G) and is registered with the
governance and
Fundraising Regulator if required.
management.
••Best practice
guidance on
leadership,
management and
governance.
Mind Quality Mark: Revised standards and indicators Autumn 2017 6Standard Indicator Support offer
Theme: Board of trustees Provided by Nature of support
2 The board effectively ••The board takes a clear lead on setting the strategic direction of the local Mind. ••Network Relations ••Template policies.
provides strategic and Development
••The board is clear that its main focus is on strategy, performance and assurance rather than ••Best practice
leadership, monitors Unit.
operational matters and this is reflected in what is delegated. guidance.
performance,
••The board effectively delegates responsibility with clear lines of accountability and in accordance ••NCVO.
and ensures all ••Training, webinars
boundaries of with the governing documents. Delegation powers may be seen in sub-group terms of reference, ••Charity and workshops.
delegation (G), financial procedures, job descriptions, the organisational chart, the scheme of delegation (G). Commission.
authority and
••Crisis support.
••The board nurtures a supportive, positive, professional relationship with the CEO (or senior
accountability are manager), whilst holding them accountable and providing constructive challenge. ••Coaching and
maintained. mentoring.
••The board demonstrates how it monitors performance against plans, budgets, outputs and outcome
targets. ••Trustee
conference.
••Any conflict of interest (G) is actively and effectively managed, ensuring that trustees act only in the
interests of the charity. The conflict of interest policy also addresses circumstances. ••Best practice
guidance and
3 The board takes a ••The board operates effectively and evaluates its own performance at least every two years. toolkits. Wide
values approach to range of topics
••The board ensures there is an appropriate skill mix amongst trustees and undertakes skills audits at relating to
its work, operates
least every two years. This informs trustee recruitment and training. leadership,
effectively and
competently with an ••The board welcomes people with lived experience of mental health problems as trustees and governance and
appropriate skill mix ensures that any appropriate support is in place. management.
amongst trustees. ••The board is underpinned by Mind’s values. ••Best practice
Trustees are guidance on
••A procedure, including an interview, is in place for the recruitment and selection of trustees, and leadership,
effectively recruited, new trustees receive an appointment letter and role description. All trustees undergo a planned
selected, inducted, management and
induction programme that is written down and signed off. governance.
trained, developed
and supported. ••There is a strategy for ensuring board renewal.
••Trustee appointment and retirement is in line with governing documents.
••Trustees are checked for eligibility and complete a DBS check if necessary.
••Trustees undertake training and ongoing development to ensure they can work effectively in their
role.
••All trustees demonstrate an understanding of the roles and responsibilities of trustees and are
familiar with the Essential Trustee (G) and Charity Governance Code (G).
••The board actively seeks to reflect the demographic range of the local community, striving to recruit
(or secure input via some other means) people from under-represented parts of the community.
Mind Quality Mark: Revised standards and indicators Autumn 2017 7Standard Indicator Support offer
Theme: Planning and risk Provided by Nature of support
4 The local Mind ••Policies and procedures are up to date, in line with current legislation and best practice, and are ••Network Relations ••Guidance on
operates within systematically reviewed at least every three years (more frequently if necessary). and Development undertaking risk
a robust policy Unit. assessments.
••Staff, volunteers and service users (G) are involved in the development of policies and procedures
framework, backed
as appropriate. Policies are ratified by the board. ••Training and
up by relevant
workshops
procedures. ••The local Mind demonstrates how policies and procedures are live documents and how they are
on identifying,
communicated, understood and followed.
assessing and
••The implementation of policies and procedures is monitored. managing risk.
••Template policies
and procedures.
5 The local Mind ••There is an organisation-wide operational plan (G) with clear targets around outputs, some
has a realistic outcomes (G) and service user satisfaction regarding the services delivered by the local Mind. ••Training and
and achievable workshops on
••The plans are informed by the needs of service users, along with previous monitoring and feedback operational and
operational plan
data. strategic planning.
in place, in line
with the budget ••Staff and volunteers understand and follow the operational plans. ••Coaching and
and supported mentoring.
by appropriate
••Staff know how to use monitoring tools, and report regularly on progress against plans.
monitoring and
reporting systems.
6 The local Mind ••There is an up to date organisation-wide risk assessment (G) which addresses risks in relation to
effectively identifies issues of governance, finance, operational issues, (including social media), responding to negative
and manages publicity, external influences, reputation, and the loss of key staff and trustees.
organisational risk
••There are plans in place to avoid, mitigate and/or manage serious risk and actions are implemented.
and takes a risk-
This includes media management. Plans are monitored.
based approach to
planning. ••The risk framework is regularly discussed and used as a working document, informing decisions
and plans. It is reviewed at least annually by the board.
••The board has a risk-based approach to planning and managing the local Mind’s business.
••The local Mind reports serious risk to Mind as required by the Community Partnership Agreement
(G) and engages with the support provided by Mind to manage such risks.
Mind Quality Mark: Revised standards and indicators Autumn 2017 8Standard Indicator Support offer
Theme: People Provided by Nature of support
7 The local Mind ••HR practice meets legal requirements. The local Mind has access to specialised HR support. ••Human Resources. ••Template policies.
has an effective
••Staff are well supported to excel in their roles with regular supervision and appraisal, as well as ••Best practice
workforce supported
training with opportunities for professional and personal development. guidance.
by best human
resources practice. ••Employment policies and procedures reflect best practice. These include: recruitment, disciplinary, ••Training, webinars
grievance, whistle blowing, performance management, managing absence, and recruitment of ex- and workshops.
offenders.
••Volunteering
••Staff are recruited in accordance with Mind’s values (G), equality and diversity best practice and best practice
legal requirements. resources.
••Staff have up to date contracts and job descriptions and receive induction into their role.
••A plan for mandatory training (G) is in place for staff, trustees and volunteers which is supported by
an adequate budget. The plan details the frequency of the training.
••Training and development contributes to improvements in services, performance and/or systems.
The benefits of training and development are monitored and learning is shared across the local
Mind as appropriate.
••There is a positive culture and staff are committed to furthering the aims and objectives of the
organisation bringing commitment and enthusiasm to their role.
••The local Mind demonstrates its commitment to best employment practice, for example by signing
up to the Mind Workplace Wellbeing Index (G) to benchmark and adopt best practice, being a
Mindful Employer (G), using wellness action plans (G) etc.
••There are appropriate and effective internal communications taking place, for example, staff and
team meetings, bulletins, noticeboards (electronic or physical), etc.
Mind Quality Mark: Revised standards and indicators Autumn 2017 9Standard Indicator Support offer
Theme: People Provided by Nature of support
8 Volunteers are ••The organisation commits appropriate resources to working with volunteers. ••Human Resources. ••Template policies.
effectively recruited ••Volunteers come from all sections of the community, including underrepresented groups who ••Best practice
and supported. are encouraged to volunteer. guidance.
••There is a recruitment process for volunteers which includes background checks as appropriate ••Training, webinars
(for example DBS checks and references). and workshops.
••Volunteers have role descriptions, receive induction and training, and are provided with sufficient ••Volunteering
support to fulfil their role. best practice
••Volunteers are properly supervised. resources.
••Where service users have opportunities to volunteer with the local Mind, appropriate support is
in place.
••Volunteers are included in the team and are encouraged to participate in the wider work of the
organisation where appropriate.
••Volunteers are recognised for their work for the organisation.
Theme: Information governance Provided by Nature of support
9 The local Mind ••There are policies and procedures in place which ensure legal compliance and best practice in ••Network ••Template policies.
demonstrates a information governance (G) and which address data protection, confidentiality, consent to the Relations and ••Guidance on legal
robust approach sharing of information, and subject access. Development Unit. compliance
to information ••People whose personal information is held by the local Mind know how their information is ••Strategic planning ••Training, webinars
governance. stored, used, and disposed of. They provide their informed consent for the processing of their and governance. and workshops.
information, including providing consent to information being shared with others. They know
••Coaching and
their rights of access to the information.
mentoring.
••Trustees, staff and volunteers are clear about their responsibilities in relation to information
••Best practice
governance and best practice is demonstrated across the organisation.
guidance
••Data security controls are in place to safeguard personal information. This includes IT and
paper-based systems and the use of email. Any data breaches are fully investigated.
••There are policies in place that govern the acceptable use of IT and social media.
••Where staff and volunteers use their own IT devices for work purposes, there is a “bring your
own devices” policy.
••Data impact assessments are carried out for all activities of the local Mind.
••The local Mind complies with the General Data Protection Regulation (G).
••The local Mind is registered with the Information Commission if required.
Mind Quality Mark: Revised standards and indicators Autumn 2017 10Standard Indicator Support offer
Theme: Finance Provided by Nature of support
10 The local Mind has ••The local Mind is solvent and has sufficient assets to cover its liabilities. ••Network Relations ••Template policies.
sufficient financial ••A realistic annual budget is in place. The trustees monitor the budget through management and Development ••Best practice
resources to carry accounts which contain sufficient detail and narrative to enable all trustees to have a full Unit. guidance.
out its activities. understanding of the financial situation. ••Charity ••Training, webinars
There are financial ••Different activities and/or funding streams are accounted for on a cost centre basis (G). Commission. and workshops.
controls in place ••The local Mind assesses the full costs for current and future activities and identifies how these ••Financial
that reflect best will be recovered. consultancy and
practice, prevent the mentoring.
••Financial security measures are in place including bank reconciliations and separation of
misappropriation
responsibilities. There are documented procedures for the operational management of finance. ••Best practice
of funds and
••Finance risk is regularly assessed by the board. guidance.
ensure that the
local Mind operates ••Annual accounts are produced in accordance with Statement of Recommended Practice (SORP)
within the law. (G) as required.
••Where the local Mind borrows money, sufficient checks and due diligence is in place.
••There are sufficient reserves (G) in place, in line with the internal policy and Charity Commission
guidance
••The local Mind is aware of its position in relation to tax.
Theme: Equality and diversity Provided by Nature of support
11 The local Mind is ••There is an equality and diversity policy in place which is reviewed and evaluated. It covers ••Equality ••Template policies.
committed to equality equal opportunities in both recruitment and service delivery. Improvement ••Best practice
and diversity, aiming ••The local Mind understands the make-up of the local community and services are designed team. guidance.
to reflect its local
••and delivered to be relevant and accessible. ••Mentoring,
community at all
••The local Mind takes a proactive approach to engaging with and including people from under- training.
levels – governance,
service delivery and represented parts of the community.
the people who use ••The local Mind seeks to reflect diversity on the board, staff, volunteers and those who use
its services. services.
••Diversity data is collected, monitored, analysed, and used to inform decisions.
••Trustees, staff and volunteers undertake training in equality and diversity tailored to their
particular role. The local Mind can demonstrate how this has impacted on its work.
••Equality Impact Assessments (G) of projects or services are completed at least every three
years and actively seek to minimise the negative impact on people from under represented
communities.
Mind Quality Mark: Revised standards and indicators Autumn 2017 11Area 2: Sustainability and growth.
People with mental health problems benefit from a local Mind that provides high-quality, effective services;
is sustainable and strategic; can demonstrate its impact; and focuses on continual improvement.
Standard Indicator Support offer
Theme: Service quality and safety Provided by Nature of support
12 Services provided ••A robust safeguarding policy and procedure is in place which includes both the local Mind’s ••Network ••Template policies.
are safe and internal processes and a multi-agency approach. There is evidence that procedures are Relations and
••Best practice
safeguarding implemented and regularly reviewed and appropriate records are kept. Development Unit.
guidance.
procedures
••There is a separate safeguarding policy and procedure for children and young people.
are robust. ••Coaching and
••There is a named lead for safeguarding. mentoring.
••The board understand and discharge their responsibilities in relation to safeguarding.
••DBS checks are undertaken as necessary. There is a policy for the recruitment of ex-offenders.
••Staff and volunteers undertake safeguarding training with regular updates. This is reflected in
the plan for mandatory training.
13 The local Mind ••Robust health and safety policies and procedures are in place that are implemented and regularly
demonstrates legal reviewed. These include a lone working procedure. Relevant health and safety records are kept.
compliance and best
••All legal requirements are met in relation to health and safety.
practice in relation
to health and safety. ••There is a senior member of staff with responsibility for health and safety.
••The board understand and discharge their responsibilities in relation to health and safety.
••Staff and volunteers are aware of their health and safety responsibilities and are appropriately
trained for their work.
••The local Mind conducts health and safety audits/inspections of its premises and activities.
••Staff, volunteers and service users are actively encouraged to report health and safety concerns
and systems are in place for reporting incidents and near misses. Appropriate remedy actions are
undertaken and records kept.
••The local Mind is proactive in supporting the wellbeing of its workforce and those who use its
services.
Mind Quality Mark: Revised standards and indicators Autumn 2017 12Standard Indicator Support offer
Theme: Service effectiveness Provided by Nature of support
14 The local Mind ••There is a focus on recovery and enabling personalisation, choice and control. ••Network ••Template policies.
delivers effective Relations and
••Lived experience led peer support is encouraged and supported where appropriate. ••Best practice
services that Development Unit.
guidance.
enable service ••Individual needs-assessment, support planning and progress reviews are co-produced with the
users to experience service user. ••Signposting to
improvements in examples of
their mental health
••The support provided is in response to a needs-assessment of the individual service user.
excellence.
and live a more ••A plan is co-produced which identifies intended outcomes for each individual and isregularly
fulfilling life.
••Coaching and
reviewed.
mentoring.
••The local Mind is able to demonstrate individual outcomes for people who use their services.
••Signposting and onward referral is undertaken effectively.
••The local Mind can demonstrate that its activities are effective in helping people with mental
health problems live fulfilling lives.
Theme: Sustainability Provided by Nature of support
15 The local ••The local Mind has a strategy to promote financial stability and reduce the impact of losing of a ••Local Services ••Template policies.
Mind plans for funding stream. This might be proactive work towards diversifying the income base. Strategy and
••Best practice
sustainability and Development.
••Where the local Mind is facing sustainability uncertainty or other serious risk, the board has guidance.
actively manages
plans in place to manage and/or mitigate the risk to continued provision of Mind services in the ••Network
and mitigates ••Signposting to
local Mind’s area. This might include exploring merger or collaborations with neighbouring local Relations and
sustainability risk. examples of
Minds, diversifying funding sources, and income generation activity. Development Unit.
excellence.
••A financial risk assessment is routinely undertaken and updated (this may be part of the ••Community
••Coaching and
organisational risk assessment). Programmes
mentoring.
and Grants.
••The local Mind’s activities are fully costed and funded in a way that does not jeopardise the
sustainability of the local Mind.
••The local Mind has adequate reserves in line with its reserves strategy.
Mind Quality Mark: Revised standards and indicators Autumn 2017 13Standard Indicator Support offer
Theme: Sustainability Provided by Nature of support
16 The local Mind ••The local Mind has a multi-year strategic plan (G). ••Local Services ••Template policies.
has a strategy Strategy and
••The strategic plan is underpinned by the local Mind’s mission and values and is in line with ••Best practice
to promote the Development.
the governing documents (G). The plan is based on local need, feedback from experts by guidance.
continued provision
experience, analysis of previous performance and the intended outcomes that the local Mind can ••Network
of Mind support for ••Signposting to
deliver. It is informed by people with lived experience of mental health problems. Relations and
people with mental examples of
Development Unit.
health problems ••The local Mind demonstrates an awareness of the local context within which it operates and excellence.
in their area. plans to maximise opportunities and minimise risk. This includes awareness of the competitor ••Community
••Coaching and
landscape. Programmes
The local Mind mentoring.
and Grants.
takes an inclusive ••The strategic plan is a live document providing a framework for the deployment of resources
approach to and priorities of the organisation. It also includes exit strategies where projects and/or funding
developing strategy. is due to end. Performance against the plan is regularly reviewed and is sufficiently flexible to
respond to changing circumstances.
••The local Mind plans to contribute to the sustainability aspiration in the Network Futures plan
(G) - ‘over the next five years we will work together to develop new business and replicate
successful services’.
••The local Mind takes an inclusive approach to planning, involving staff, volunteers, people who
use services and other stakeholders as appropriate.
Theme: Service design and innovation Provided by Nature of support
17 The local Mind ••The local Mind has a monitoring framework in place to capture the outputs and outcomes of its ••Strategic planning ••Local Mind
understands its services and activities. and governance Evaluation
impact through – research and Framework.
••Consistent outcome measurement tools (e.g., Warwick-Edinburgh Mental Wellbeing Scale,
monitoring and evaluation team.
Recovery Star) are used to demonstrate the difference the local Mind makes to service users. ••Collective Impact
evaluation (G) of
••Local Services – due to launch
its activities. ••Feedback from service users is routinely collected.
Strategy and autumn 2017.
••Monitoring data is analysed and used to evaluate services and activities in order to identify what Development.
••Training, coaching
works well and where improvements can be made to improve the quality of support provided.
and support.
••Monitoring data is used to report on progress against current plans and to inform organisational
••Service Design in
and project planning.
Mind methodology.
••Staff and volunteers have the skills to develop and implement monitoring practices.
••Effective systems (preferably databases) are in place to enable the local Mind to store and
analyse monitoring data, as well as report on findings.
Mind Quality Mark: Revised standards and indicators Autumn 2017 14Standard Indicator Support offer
Theme: Service design and innovation Provided by Nature of support
18 There is a culture ••Improvement plans are informed by an understanding of the needs of people requiring support ••Strategic planning ••Local Mind
of improvement around their mental health, feedback from people who are using/have used the local Mind’s and governance Evaluation
and innovation services, outcomes and evaluation of current work. – research and Framework.
within the local evaluation team.
••The local Mind embraces a culture of self-improvement in providing services, and in response to ••Collective Impact
Mind, both in the
the needs of people with mental health problems and the environment within which it operates. ••Local Services – due to launch
delivery of services
Strategy and autumn 2017.
and organisational ••The local Mind is proactive in seeking out examples of best practice from elsewhere to inform
Development.
systems and and inspire its own development. ••Training, coaching
processes. and support.
••The local Mind seeks out opportunities to enable more people with mental health problems to
be supported. This might be through extending its own reach, promoting peer support, through ••Service Design in
partnerships, piloting new projects, service design or supporting others. Mind methodology.
••The board updates the MQM self-assessment at least annually.
Theme: Environment Provided by Nature of support
19 The local Mind ••There is a proactive approach to minimising the environmental impact of the local ••Network ••Template policies.
minimises Mind’s activities. Relations and
••Best practice
Development Unit.
its negative guidance.
••There is an environmental policy in place which seeks to minimise the environmental
environmental
impact of the local Mind’s activities.
impact and
promotes ••The physical environment of the local Mind is conducive to promoting good health and
a positive wellbeing for all – people who use services, staff and volunteers.
environment for
those involved in
the local Mind.
Mind Quality Mark: Revised standards and indicators Autumn 2017 15Area 3: Influence and Engagement
People with mental health problems benefit from a local Mind that works in partnership with other
agencies, influences decisions and is led by the needs of people with lived experience.
Standard Indicator Support offer
Theme: Service user participation Provided by Nature of support
20 People with lived ••There is an engagement and participation policy and procedure which is implemented throughout ••Leadership and ••Influence and
experience of the organisation. engagement team. participation
mental health toolkit.
••There are opportunities and support for people with lived experience of mental health problems, ••Network Relations
problems are
including those currently using the local Mind’s services, to influence and participate in all and Development ••Shared learning
influential in the
aspects of the local Mind’s work. Unit. events.
governance and
delivery of local ••People with lived experience are aware of the opportunities and support available. ••Coaching and
Mind services. mentoring.
••The local Mind can demonstrate how the views and needs of people with lived experience have
influenced services and strategy. ••Template policies.
••The board welcomes people with lived experience of mental health problems as trustees and ••Best practice
ensures that any appropriate support is in place. guidance.
21 There is a dynamic ••Service users are encouraged to provide feedback, both positive and where improvements could
feedback approach be made. This information is used to evaluate activities and services and inform development.
between the local Formal processes are in place to facilitate feedback.
Mind and those who
••There are a variety of feedback mechanisms in place which may include digital options, formal
use their services.
and informal processes.
••Service users know what difference their feedback has made.
••The service user experience is positive and service users report satisfaction with the services
they have received.
••There is an accessible and easily used complaints procedure, which is widely communicated.
••The local Mind handles complaints appropriately, transparently and in line with its own policy.
Mind Quality Mark: Revised standards and indicators Autumn 2017 16Standard Indicator Support offer
Theme: Tackling stigma and discrimination Provided by Nature of support
22 The local Mind ••The local Mind is proactive in its local area in promoting positive attitudes towards mental health. ••Time to Change. ••Advice and
is proactive in This may include working with people with lived experience of mental health problems, taking support.
••Policy and
tackling stigma and action to challenge prejudicial attitudes and negative stereotypes.
Campaigns team. ••Campaign and
discrimination.
••The local Mind actively engages in anti-stigma work for example signing the Time to Change influencing
••Media team.
pledge (G). reports, actions
and activities.
••Media training
and support.
Theme: Partnerships and profile Provided by Nature of support
23 The local Mind ••The local Mind is outward facing locally and is proactive in achieving and maintaining a high ••Media team. ••Media toolkit.
is connected profile in the local mental health commissioning and provider community. The local Mind seeks
••Policy and ••Media training.
locally and works out opportunities to influence local decision making.
campaigns team.
effectively with ••Media crisis
••There is proactive partnership working with other providers. This partnership working brings
other organisations. ••Network Relations management.
about tangible benefits, for example an increase in the numbers of people accessing services,
It has a high profile and Development
and is influential
improvement in the quality of services, and enhancement of the outcomes achieved by service ••Celebrity
Unit.
users. engagement
in the local mental
support.
health community. ••The local Mind enables its service users to utilise a diverse range of support through effective
Please note that
signposting. Partner organisations signpost to the local Mind appropriately. ••Mind Leaders
and Trustee
Standard 24 is ••The local Mind and the interests of service users are represented at local meetings and events
conference.
concerned with by staff, trustees, volunteers and service users as appropriate.
working with Mind ••Template policies.
and the Mind
••The local Mind effectively promotes its work through up to date and accessible means such as
network.
a website, marketing materials, social media etc. Where the local Mind enters into more formal ••Best practice
partnerships (for example joint bidding and delivery of contracts), sufficient due diligence is guidance.
carried out and appropriate written agreements are in place.
••Coaching and
••The local Mind takes up opportunities to use the local media (or other) to raise the profile of their mentoring.
local Mind, Mind and awareness of mental health in general.
Mind Quality Mark: Revised standards and indicators Autumn 2017 17Standard Indicator Support offer
Theme: Mind network collaboration Provided by Nature of support
24 The local Mind ••The local Mind is proactive in working with other local Minds, Mind and, where relevant, Mind ••Network ••Community
actively contributes Retail. Relations and Partnership
to the Mind network Development Unit. Agreement
••The local Mind is aware of plans for the development of the Mind network, for example, Network
and the furtherance compliance
Futures. ••Commmunications
of Mind’s values and support.
team.
mission. ••The local Mind complies with the Community Partnership Agreement including the use of the
••Dispute support.
Mind brand (G) and reporting serious risk to Mind. ••Policy and
campaigns team. ••OpenHub.
••The local Mind is aware of, and where appropriate supports, Mind’s campaigns and influencing
work. ••Mind publications.
••The local Mind avoids causing actual or potential reputational damage to the Mind brand. ••Mind brand
guidance.
••The local Mind uses OpenHub (G) to share information, access resources and materials, and
to actively build relationships with other parts of the Mind network. Staff and trustees are ••Campaign and
registered with OpenHub. influencing
reports, actions
••The local Mind promotes the use of Mind resources such as Mind publications, the Mind info line,
and activities.
Elefriends etc. for supporting people with mental health problems.
Mind Quality Mark: Revised standards and indicators Autumn 2017 18Glossary of terms
Charitable incorporated legal entity Company directors Delegation Evaluation
The term refers to two possible legal Those legally responsible for running The granting of authority by one party The use of monitoring and other data to
structures: a registered company. Where a local to another for agreed purpose(s). Under assess the performance of an activity
• A registered charity and registered Mind is both a registered charity and a the legal concept of vicarious liability, the such as a service, project, training course,
company limited by guarantee; or registered company, the trustees will also delegator remains responsible for the workshop etc.
be company directors. delegate’s acts or omissions in carrying
• A charitable incorporated organisation Guidance available online from NCVO
out the delegated activity. A scheme
(CIO) Gov.UK limited company guidance. and the OpenHub.
of delegation shows what powers are
www.gov.uk/running-a-limited-company www.ncvo.org.uk/practical-support/
Charity Commission guidance on legal delegated to who along with the lines
consultancy/ncvo-charities-evaluation-
structures. of accountability (see also Scheme of
Community Partnership Agreement (CPA) services
www.gov.uk/guidance/charity-types- Delegation and Vicarious Liability).
how-to-choose-a-structure The affiliation agreement that sets out the openhub.io/resource-room/documents/
terms on which Mind and each local Mind Equality impact assessment measurement-tools-manual/
Charity Governance Code (the Community Partner) work together
A process designed to identify whether a
for the benefit of people with mental Expert by experience
The Charity Governance Code is a policy or activity discriminates against any
health problems. All local Minds have Someone with personal experience of a
standard of good governance practice disadvantaged or vulnerable people.
signed the CPA. mental health problem (see also service
that all charities should aspire and work
ACAS guidance. user).
towards. It has been produced by a OpenHub CPA documents.
www.acas.org.uk/media/pdf/s/n/
cross-sector collaborative steering group openhub.io/resource-room/documents/
Acas_managers_guide_to_equality_ General Data Protection Regulation
and is now in its 12th year and third community-partnership-agreement-2/
assessments.pdf (GDPR)
edition.
Conflict of interest The General Data Protection Regulation
Charity Governance Code. Essential trustee
A conflict of interest is a situation where comes into force in May 2018 and is a
www.charitygovernancecode.org/en The essential trustee is a key piece
an individual has potential competing new EU law governing data protection.
of Charity Commission guidance for It supersedes the Data Protection Act in
Code of Fundraising Practice interests or loyalties. Trustees have a
trustees. It explains what being a trustee 2018.
duty to act in the best interest of their
The standards expected of all charitable involves, including:
charity. If there’s a decision to be made GDPR guidance available online via
fundraising. Produced by the Fundraising • what trustees do and their legal
where a trustee has a personal or other the Information Commissioners Office,
Regulator. responsibilities
interest, this is a conflict of interest. and the OpenHub.
Code of Fundraising Practice. Conflict of interest may also arise where • who can be a trustee and how trustees ico.org.uk/for-organisations/data-
www.fundraisingregulator.org.uk/ staff or volunteers have a personal or are appointed protection-reform/overview-of-the-gdpr/
code-of-fundraising-practice/code-of- other interest or where individuals in the • their legal responsibilities openhub.io/resource-room/documents/
fundraising-practice-v1-4-310717-docx/ organisation hold multiple roles. • specific trustee roles of chair and preparing-for-the-general-data-
Charity Commission guidance on how treasurer. protection-regulati/
to manage conflicts. Gov.UK essential trustee (CC3)
www.gov.uk/guidance/manage-a-conflict- guidance.
of-interest-in-your-charity www.gov.uk/government/publications/
the-essential-trustee-what-you-need-to-
know-cc3
Mind Quality Mark: Revised standards and indicators Autumn 2017 19Governing documents Mind brand Mission: OpenHub
An organisation’s rule book, which The set of thoughts and ideas about our We provide advice and support to An interactive website for local Minds and
is a legal document. It sets out the work (our vision, mission and values) empower anyone experiencing a mental Mind to communicate, share information
organisation’s charitable objects, powers, that sit alongside our visual identity (logo, health problem. We campaign to improve and resources. All staff and trustees are
rules of membership and trusteeship, fonts and language), that when used services, raise awareness and promote encouraged to register and use OpenHub.
as well as changes and dissolution consistently, helps us to build a strong understanding.
provisions. narrative about our work (also see: Mind’s Values: Outcomes
vision, mission and values). Open – We reach out to anyone who The changes or effects that are a result
Charity Commission guidance on how
needs us. of an intervention, service or activity.
to develop your governing document. OpenHub full guidance and resources
www.gov.uk/guidance/how-to-write- on Mind brand. Together – We’re stronger in partnership. Examples of outcomes are decreased
your-charitys-governing-document openhub.io/resource-room/documents/ Responsive – We listen, we act. isolation, or improved mental wellbeing.
brand-guidelines/ Independent – We speak out fearlessly.
OpenHub template governing document. Outputs
https://openhub.io/resource-room/ Unstoppable – We never give up.
Monitoring The activity levels provided by an
documents/charity-commission-
The routine and systematic collection OpenHub full guidance and resources organisation. Examples of outputs are the
approved-memorandum-and-article/
and recording of information about an on Mind brand. number of counselling hours delivered,
activity. This may include measuring openhub.io/resource-room/documents/ the number or people attending a group
Information Commissioner registration
outputs (numbers) and outcomes (impact), brand-guidelines/ or the number of training courses
The Data Protection Act of 1990 requires delivered.
demographic information and costs.
every organisation that processes Mindful employer
Monitoring information is used to evaluate
personal data to register with the Operational Plan
impact and effectiveness (see also: A quality standard demonstrating that an
Information Commissioner’s Office. Local
evaluation). organisation is a good employer which A plan, detailing the activities, resources
Minds process personal data relating to
supports mental wellbeing at work. (financial, people etc.), outputs and
service users, employees and volunteers. OpenHub measurement tools.
outcomes for an organisation. It normally
openhub.io/resource-room/documents/ Mindful employer.
ICO online registration. covers a short period of time (6-12
measurement-tools-manual/ www.mindfulemployer.net/
ico.org.uk/for-organisations/register/ months), and details how the higher level
aspirations defined in the strategic plan
Mandatory training Network Futures plan
Information governance framework will be achieved. It might also be referred
Training that all staff, volunteers and The Network Futures plan has been to as a business or delivery plan.
An information governance framework
trustees must attend, pertinent to their developed by members of local Minds and
sets out how an organisation handles Know how non-profit (NCVO)
role. Examples are safeguarding, health Mind. It sets out an ambitious vision for
information. This includes the personal guidance on business planning.
and safety, and data protection. a strong Mind federation. By 2021 Mind
and sensitive data relating to service knowhownonprofit.org/tools-resources/
will be the most efficient and effective
users, employees and volunteers as business-plan-template/writing-your-
Mind’s vision, mission and values federated network it can be reaching
well as business sensitive information. It business-plan/writing-your-business-plan
A fundamental part of our brand identity more people with mental health problems
determines how data is collected, stored
that underpins everything we do – our than ever before. The plan sets out how
and specifies how the data is used and
vision (what we’re here to achieve), this ambition will be achieved.
when it can be shared including how
consent is obtained. It also includes data mission (how we’ll achieve our vision) and A range of Network Futures documents
security and legal compliance. values (the way we behave and operate) are available on the OpenHub.
– exist to guide and inspire us. openhub.io/resource-room/
Liability Vision: documents/?category=network-futures
The state of being legally responsible for We won’t give up until everyone
something. experiencing a mental health problem gets
both support and respect.
Mind Quality Mark: Revised standards and indicators Autumn 2017 20People with significant control Risk assessment Strategic plan Vicarious liability
(PSC) A framework detailing all current and A strategic plan sets out an organisation’s Vicarious liability is where someone
New legislation, introduced in 2016 possible future major risks, usually future aims and objectives over the is held responsible for the actions
requiring all companies to have a register with ratings to reflect probability and medium to long term (usually 2-5 years). or omissions of another person. In a
of people with significant control. Although impact. A risk assessment also includes workplace, an employer can be liable for
NCVO strategic planning guidance on
it is unlikely for a local Mind to have any, an action plan demonstrating what the the acts or omissions of its employees,
Know How Non Profit.
there is still a legal requirement to have a organisation is doing to mitigate and provided it can be shown that they took
knowhownonprofit.org/organisation/
register in place. CIOs are exempt. manage these risks. place in the course of their employment.
strategy/options/plan/the-strategic-plan
Legal general guidance from Charity Commission guidance on risk
Wellness Action Plan (WAP)
Companies House. management (CC26). Time to Change employer pledge
www.gov.uk/government/uploads/ www.gov.uk/government/publications/ A practical way of helping to support
A pledge signed by employers to
system/uploads/attachment_data/ charities-and-risk-management-cc26 an individual’s mental health at work.
demonstrate their commitment to
file/621568/170622_NON-STAT_ A Wellness Action Plan would usually
Open Hub guidance and examples providing a mentally healthy workplace
Summary_Guidance_4MLD_Final.pdf include input from both the employee and
for local Minds (including examples and where employees feel supported around
the employer.
Guidance developed for charities. templates) their mental health.
www.bdb-law.co.uk/wp-content/ openhub.io/resource-room/documents/ Mind guidance for employers.
Time to Change employer pledge.
uploads/2016/04/The-PSC-regime_ risk-management-key-principles- www.mind.org.uk/workplace/mental-
www.time-to-change.org.uk/get-involved/
Charity-FAQs-and-charity-examples_ approaches-and-tips/ health-at-work/taking-care-of-your-staff/
get-your-workplace-involved/employer-
April-2016.pdf employer-resources/wellness-action-
pledge
Service user plan-download/
Qualified accounts The MQM uses this term to describe a Trustee
Workplace Wellbeing Index (Mind)
Accounts are qualified when an auditor beneficiary of the local Mind. The term ‘The persons having general control and
has reservations about aspects of the expert by experience is used to describe A benchmark of best policy and practice
management of the administration of a
accounts, and makes a note to this effect. someone who has personal experience which helps employers find out how
charity’ (Charities Act 1993).
of mental health issues, but who may not well they are doing in relation to mental
Trustees are liable for the financial and health in the workplace and where could
Reserves have used the services of the local Mind.
other consequences of the charities improvements could be made.
Financial or other resources not needed activities. They might be called a
for immediate use but available if and Scheme of delegation Mind Workplace Wellbeing Index.
management committee, board of
when required. Reserves may be: A schedule setting out authority delegated Trustees or board of directors, depending www.mind.org.uk/workplace/workplace-
• Restricted – where the funds have by the board of trustees, for example, to on the legal structure and preference of wellbeing-index
to be used for a specific purpose as staff or sub groups (see also: Delegation). the organisation.
determined by the donor. The MQM uses the term ‘the board’,
SORP
• Unrestricted – funds that can be used meaning all of the above. Where a charity
at the discretion of the trustees in A Statement of Recommended Practice is also a limited company, the trustees
furtherance of the charity’s objects. outlines how charities must account for will also be registered as the Company
If part of an unrestricted fund is their finances. Directors.
earmarked for a particular project or Gov.UK guidance on SORP. Gov.UK essential trustee (CC3)
purpose it may be designated as a www.gov.uk/government/news/new- guidance.
separate fund. charity-accounting-framework-published www.gov.uk/government/publications/
Charity Commission Charity reserves the-essential-trustee-what-you-need-to-
guidance (CC19). know-cc3
www.gov.uk/government/publications/
charities-and-reserves-cc19
Mind Quality Mark: Revised standards and indicators Autumn 2017 21You can also read
