Evidence that stands up
Assurance frameworks, counter fraud and learning from complaints.
Two and a half hours on evidence that stands up to inspection: assurance mapping and board assurance frameworks, counter fraud, turning complaints into learning, and three cases that ask whether people were heard.
- Level
- Focus
- Learning time
- 2 hours 30 minutes
- Where
- Serving the public
- Price
- £69
When you step up to a higher level, what you paid in the last 12 months for lower-level courses inside the bigger course comes off its price, in proportion to how much of each is inside it, whichever topic it's from. Courses at the same or a lower level don't give credit against each other. A Focus course or above always costs at least £15. Read the full terms
Certificate of Completion, or Certificate of Completion and Assessment with a short assessment
Overview and Outcomes.
Who It's For
Board members, audit chairs and senior leaders in councils, housing associations and other public bodies preparing for inspection
Overview
Inspectors and regulators look for evidence that leaders know what is happening. Built from Ready for inspection, this course opens with assurance mapping in six steps and the four elements of a board assurance framework, using the fictional Tir Glas Housing to map building safety. It then examines fraud through Cressey's fraud triangle, the failure to prevent fraud offence and CIPFA's five principles. Complaints follow, as experience data with a name on it, drawing on Hirschman, the Housing Ombudsman and the Public Services Ombudsman for Wales. Finally, it turns to three cases asking whether people were heard: residents' warnings before the Grenfell Tower fire, Trivallis and Tell Us Once.
Aims
Everything here is designed to help leaders replace reassurance with evidence they can draw and defend: an assurance map that exposes blind spots, controls that make fraud harder before money goes out, and a complaints system that genuinely learns, so that a board and an inspector can both see that people are heard.
In summary, you will be able to:
- Plan an assurance map in six steps and use a board assurance framework to tell an early warning system from a compliance exercise.
- Assess your counter fraud arrangements against the fraud triangle, the failure to prevent fraud offence and CIPFA's five principles.
- Use the cycle from complaint to learning, and the Grenfell Tower, Trivallis and Tell Us Once cases, to close the loop from the person to the board.
What you'll develop
Through this Focus course, you will build the ability to:
- Plan and build an assurance map in six steps, rating each source of assurance by its strength, recency and independence.
- Explain the fraud triangle of pressure, opportunity and rationalisation, and use it to reduce the conditions in which fraud occurs.
- Explain why a low complaint volume can hide dissatisfaction, using the complaints iceberg and Hirschman's idea of voice.
- Explain what the Grenfell, Trivallis and Tell Us Once cases show about voice, records, respect, leadership attention and learning.
- Describe the four elements of a board assurance framework and distinguish a compliance exercise from an early warning system.
- Describe the failure to prevent fraud offence and the six principles of reasonable prevention procedures that form its defence.
- Use the cycle of welcome, resolve, record, analyse, change and report, and triangulate complaints with staff and external evidence.
- Apply the module lenses to read a case, distinguishing failures of process from failures of listening and design.
Built from 2 parts.
2 hours 30 minutes of learning.
- 01Seeing the whole pictureBoard assurance frameworks and counter fraudBitesize · Audit and Assurance2 modules
- 02Closing the loopComplaints learning and customer case studiesBitesize · Resident and Customer Experience2 modules