Defining advanced professional practice in telephone guidance

Abstract

This paper is co-written by a team of five Quality Coaches from the Careers Advice Service (CAS) and a tutor from the University of Derby. Its purpose is to examine CAS processes and determine how these contribute to defining Advanced Professional Practice (APP) in telephone guidance. Quality coaches, together with CAS coordinators and managers, support the use of quality tools and approaches to recognise and enhance good practice in the CAS. This paper considers these.