Information, advice and guidance policy

Aims and scope

Waverley Training Services (WTS) specialises in delivering high quality qualifications and training in a variety of subjects and in 2025 sucessfully renewed its Matrix Accreditation whereby our employer partners stated our provision as the 'training provider of choice' and our apprentices referred to our employees as 'kind, friendly and passionate'.

This policy applies to all Information, Advice and Guidance (IAG) services provided by WTS which is underpinned by the Matrix Standard, following guidance for Apprenticeship providers alongside the Ofsted framework and Gatsby benchmarks ensuring WTS contributes to Apprentices personal development.

Including providing appropriate careers, education, advice and guidance (CEIAG) within the context of their Apprenticeship, ensuring it is of high quality, structured and sequenced effectively for all Learners.

WTS is proud to confirm that in December 2023 we maintained ‘Good’ across all aspects of the Ofsted framework.

The aim of this policy is to set out the IAG services that WTS commits to providing to potential and current Learners, Employees, Employers and stakeholders, referred to as recipients. It covers a variety of guidance related to:

Apprenticeships and training programmes.
Career development and progression opportunities.
Personal development.
Wellbeing and support services.
Safeguarding and Health & Safety Information.
Signposting and referring to external agencies or organisations for specialist support.

Purpose

The purpose of this document is to provide support, clarification and guidance on the IAG, outlining how WTS deliver this to its recipients, roles and responsibilities of employees, evaluation and feedback.

WTS are committed to delivering an IAG service that provides a range of opportunities for individuals to make informed choices about their training and development needs.

Advice provided is impartial and confidential and enables recipients and potential recipients to make informed choices as to the most appropriate route for their personal and career development.

WTS promotes and supports Equality of Opportunity and wherever possible WTS will seek to provide information in an accessible way which suits the needs of the individual.

IAG delivery

The IAG services that WTS are committed to providing adhere to the following principles, they are free and can be provided face-to-face, telephone or printed & digital format.

Information is provided in a range of formats including WTS’s website, across our social channels, and across our printed and digital marketing materials.

Where WTS does not hold the information being requested, WTS will seek the information on behalf of the individual or provide the individual with relevant contact information of an organisation who may be able to assist.

Accessible and inclusive

IAG is provided to all recipients, regardless of their background, abilities or circumstances.
WTS deliver IAG services which accommodate a variety of learning style needs, and preferences, including face-to-face, telephone and digital platforms.
Offers Information and Advice on selecting the most appropriate learning programmes to suit the needs of the individual.
Supports recipients during their learning and training with specialist advice on all aspects of learning.

Impartial and unbiased

WTS provides impartial advice that is in the best interest of the recipient.
Provides Information and Advice on local and national learning and training opportunities.
Maintains and publicises up to date information on all of its programmes and support services.
Our Guidance supports individuals to make informed decisions about their education, training and career options free from bias.

Confidential and respectful

WTS will treat all information shared by recipients with confidentiality and respect. WTS complies with all data protection and confidentiality legislation including GDPR.
Any information shared with our team is used solely for the purpose of providing support and guidance.

Tailored and supportive

IAG is bespoke to the specific needs, aspirations and goals of each recipient.
WTS will take into account individual circumstances and offers personalised advice to support recipients in achieving their goals.
WTS will provide initial Information, Advice and Guidance on learning options, qualification pathways and support with learning and funding.
WTS will provide advice on alternate learning routes & pathways available to any Learner that withdraws from learning.

Continuous improvement

WTS regularly reviews and evaluates its IAG services in line with the Matrix Standard to ensure continuous improvement.
WTS regularly reviews its IAG services to align with Ofsted frameworks.
We encourage feedback from Learners, Apprentices and partners including Employers to improve the quality of our IAG.

Roles and responsibilities

All WTS employees who deliver IAG should have the knowledge and skills to identify the recipients' needs quickly and effectively. They are responsible for ensuring that any enquiry they receive for IAG requiring specialist support is signposted or referred on to an appropriate member of the team and that the individual requesting the information receives a response within three working days.

Senior leaders and Governors

Senior Managers and appointed IAG Governors play a key part in ensuring that effective monitoring, reviews and evaluations of its IAG services are timely as part of WTS commitment to continuous improvement.

They lead on IAG policy and procedures ensuring our IAG delivery is contained within the Matrix Standard, Ofsted and Gatsby benchmarks.

Provide data analysis of IAG impact and outcomes for recipients.

Business Development Officer

The Business Development Officer’s (BDO) role is to deliver effective and full IAG to all recipients including Employers and Learners throughout the entirety of the Apprenticeship journey.

The BDO as part of the process will conduct IAG one-to-ones with Employers and potential Learners, prior to signing up, confirming eligibility, discussing learning and development needs.

The administration team

The administration team will provide general IAG support to potential and current Learners at the pre-enrolment stage and throughout the Learners' journey and where appropriate signposts to specialist advisors.

The administration team supports acquiring feedback such as surveys and questionnaires to obtain data insights to support analysis of hard and soft outcomes and reporting destination data.

The delivery team

The delivery team will provide IAG support to Learners and Employers whilst on programme and throughout their qualification and follow the signpost and referral process for any enquiries requiring specialist support.

Learners

Learners are encouraged to actively participate with WTS employees with regard to IAG and seek advice where appropriate.

They are responsible for providing accurate information about their needs, goals and any challenges they may be facing.

Matrix Standard Accreditation

WTS is proud to be accredited by the Matrix Standard which is the quality framework used to measure the effectiveness of its IAG services. This accreditation ensures that:

WTS provide high-quality and well-structured IAG services.
WTS meet nationally recognised standards for delivering Advice and Guidance to Learner, potential Learners and other recipients.
We are committed to continuously improving our IAG provision in response to the evolving needs of our recipients of IAG and the industries we serve.

As part of our commitment to maintaining Matrix Standard accreditation, we annually review our IAG services to ensure we meet the standards.

Confidentiality

All information gathered in the discussion with an individual as part of IAG should be regarded as confidential. Any limitations with regard to confidentiality should be made clear to the individual at the earliest opportunity.

There are limitations to this where information disclosed leads employees to believe that the individual may be at risk of significant harm. Any safeguarding concerns should be reported immediately to the Designated Safeguarding Lead (DSL) or the Deputy Designated Safeguarding Lead (DDSL).

Service standards

WTS is committed to standardised IAG principles and individuals and Employers can expect WTS provide a service that is:

Professional and knowledgeable.
Confidential.
Impartial.
Open and transparent.
Accessible and visible.
Committed to equality of opportunity.
Responsive to the present and future needs of the individual.

How IAG will be provided

Information, Advice and Guidance will be provided by the Business Development Officer, and work-based learning tutor. Where not available, general IAG will be provided by the administration team and senior managers where appropriate.

Pre-enrolment

Independent Information and Advice on Apprenticeship programmes, and career pathways provided to inform choice.
Equitable and objective selection criteria based on the eligibility criteria set in the funding rules issued by the Department for Education (DfE).
Candidates referred to guidance or alternative provision where appropriate.
Review existing achievements and any Recognised, Prior Learning (RPL) of the individual.
Review application form and discuss with the candidate their current and past experience, including current job role and responsibilities.
Discuss any learning needs including learning difficulties if disclosed.
Review completed Skill Scan assessment of the qualification applied for and discuss scores in more detail with candidate and Line Manager with annotated discussion points where candidates have scored themselves 3 and above for any Knowledge, Skills & Behaviours (KSB’s) that they claim to have prior knowledge of.
Document Recognised Prior Learning (RPL) discussion within the Skill scan assessment and Training Plan & ILP.
Complete Training Plan with dates reflecting candidates’ duration.
Will signpost or provide a referral, where relevant to other appropriate providers or training facilities.

On-programme guidance

On-going Information, Advice and Guidance alongside support on learning and work issues through tutor sessions, Teaching & Learning assessments and regular progress reviews. Including career development and progression opportunities.
Monitor attendance and time management.
Assist Learners identifying and resolving barriers to learning, assessing learning needs.
Make referrals to support services where appropriate.
Provide regular feedback on performance in progress reviews.
Assist Apprentices to clarify progression routes and career goals and agreed actions.
Supports Apprentices to progress in learning at work by developing their ability to learn and develop transferable skills and gain new qualifications.

Post-completion support

Assist Apprentices with access to progression opportunities such as higher-level Apprenticeships, and employment opportunities after completion.
Provide each Apprentice with certificates of their achievements.
Seek to establish destination routes where Apprentices are on a fixed term contract and those Learners who fall into the NEET category.
Seek to establish the reason for withdrawals of early leavers.
Assist and support Apprentices who are at risk of, or who are made redundant whilst on programme making reasonable efforts to find the Apprentice a new Employer.

Evaluation and feedback

WTS values feedback from potential Learners, Apprentices, Employers and other recipients of IAG as part our commitment to our continuous improvement. We use the following methods to gather feedback on our IAG services.

Surveys and questionnaires: Recipients of IAG are regularly asked to provide feedback on the quality and effectiveness of our provision.
Reviews and assessments: We conduct internal reviews of our IAG processes and participate in external assessments as part of the Matrix standard accreditation process.
Learner feedback: We encourage Apprentices to discuss their experiences and suggestions with the team. This is captured in the Learner exit interview form.

Feedback is reviewed and used to enhance the quality and effectiveness of our IAG processes. Any formal complaints regarding IAG will follow the Complaints Policy and procedure.

Version 2

Publication Date: September 2025

Review Date: September 2026