In this article Barbara gives us a 'behind the scenes' peek into the workings of the CCPAS Disclosure Service. Over the past year, teamwork has been an essential key to the now exemplary working relationship between both users of the service and the Criminal Records Bureau.

During a recent discussion with the Criminal Records Bureau (CRB), I was reliably informed that the CCPAS Disclosure Service is now one of their principal customers. I suppose in some ways it shouldn't have come as that much of a surprise when I consider in the last 12 months we have sent 15,000 disclosure applications to them for processing. In addition, we continue to enjoy a very good working relationship and are part of a consultative group that meets regularly with Mark Faverger (CRB Head of Communications) and his team. We have also been visited by Sarah Cleaver (CRB Finance Head) as well as the Registered Bodies Rationalisation team who have sought our view on the de-registration of some of the smaller registered bodies.

Members of the CCPAS Disclosure Service team have visited the CRB's offices in Liverpool twice in the last year and in November we met with Sarah Cleaver and Mark Faverger who gave us a guided tour through the whole Disclosure process. We were very impressed with what we saw.

Gone are the days of clocking up large phone bills whilst waiting for the CRB to answer the phone. They have achieved very high service standards which they were meeting both times we visited, which is impressive when you consider that on average they process 56,000 applications every week and aim to answer 90% of telephone calls within 20 seconds. Their target for processing Enhanced Disclosure Applications is for 90% to be completed within 4 weeks of receiving an application. They are meeting their objective, but unfortunately there are a still a small number of local Police forces who are not able to respond quickly and can be the cause of some delay in completing the process. However, the CRB are aware of the problem and it is being addressed!

We are also pleased to say that the serious problems we were experiencing over disputed invoices are now fully resolved. Since her appointment, Sarah Cleaver has turned the situation around.

Over the last year I have also seen changes in my job. I have taken on a more managerial role as the work-load has increased. This not only includes continued staff training and supervision but also, in meeting the CRB's expectations as an Umbrella Body, ensuring organisations that use us are complying with the CRB Code of Practice. This has involved visiting some organisations, which has been most enjoyable. I remember sitting in one church, being served a delicious lunch and talking to the Recruiters about the wonderful community work they were involved in and thinking to myself, 'I can't believe I am being paid to do this.'

We have also sent out questionnaires to organisations for their completion and return. The questionnaires are fairly detailed but are based on the questions that the CRB will ask us on an inspection visit. Our aim is certainly not to catch people out, but rather identify areas that may need improvement. More recently Simon Bass (CCPAS Social work Manager) and I have hosted some CRB focus groups at our Swanley office and they have proved to be extremely worthwhile. A handful of Recruiters attend each session and within a fairly relaxed agenda, we advise on any area of the disclosure process or child protection policy that the Recruiters would like to discuss as well as ensure each Recruiter is complying with the CRB Code of Practice.

If you feel you would benefit from attending a focus group then please feel free to call me on 0845 1204549 to book a free place. So far for 2006 focus group venues have been arranged at Swanley (Kent), Lichfield Cathedral, Walsall, Blackburn and Sunderland. However, further locations in different parts of the UK are in the pipeline. The meeting lasts about 3 hours and lunch is provided. We do appreciate that the disclosure process can seem very daunting, so if you need help in any area, please call the same number and I or my staff will be happy to assist.

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