This webinar is for organisations funded by the Department of Communities, Disability Services and Seniors or the Department of Child Safety, Youth and Women that are new to HSQF or would like a refresher session. 

The webinar covers:

  • What is the Human Services Quality Framework?
  • How HSQF applies to your organisation – demonstrating compliance, timeframes and process.
  • Key steps and supports available – information about preparing for quality assessment activities.
  • Provider feedback on HSQF – what other organisations say about HSQF.


This webinar provides an introduction to the Human Services Quality Framework and an overview of the key steps for demonstrating your compliance with the Human Services Quality Standards.

First of all, we acknowledge the traditional custodians of country on whose land we meet and their continuing connection to land, sea and community. We pay respect to them and their cultures, and to the elders both past and present.

This webinar is being hosted in Brisbane, and so we acknowledge the Jagera and Turrbal people.

If you are having audio problems please call 07 3004 6950 and you will be able to listen to the webinar on your phone while you watch it online. If you do dial in, please mute your phone to prevent feedback.

After we have finished the presentation, we will hold a telelink to answer your questions. The dial in number will be provided at the end of the webinar.

If you are watching a recorded version of this webinar, you can email your questions to the HSQF team using the contact details on this slide.

We are also recording this webinar, and we will send you the recording and the slides in the next few days.

Throughout this webinar we may use the following terms interchangeably: Audit and assessment, Auditor and assessor, Organisation and provider, Demonstration method and quality pathway.

I will now hand over to Michelle to take you through the next part of the presentation.

Thank you Fiona.

Today we will cover: •What is the HSQF and the Human Services Quality Standards. •What are the quality pathways or methods of demonstrating compliance with the Standards. •The timeframes for transitioning your services to the HSQF. •Key steps and tips on preparing for audit and self-assessment. •The support and resources that are available to help you.

We will also highlight what organisations have said about the HSQF and finish up with a short video of providers talking about their experience implementing HSQF.

In Part 1 we will provide an overview of HSQF.

Standards are universally accepted –across Australia and internationally -as a proven mechanism for benchmarking the quality of products and services across a wide range of industries and businesses, including health and human services.

Standards provide consistency and reliability in service delivery by: oImproving quality and providing a basis for continuous improvement. oPreventing harm and safeguarding vulnerable customers. oReducing organisational exposureto risks. oProviding confidence to funders and to customers about service quality.

What is the Human Services Quality Framework?

The Human Services Quality Framework is a framework or quality assurance system for human services that has three main features:

1.A set of quality standards, known as the Human Services Quality Standards. 2.An assessment process to review the performance of service providers against the standards. 3.A continuous improvement element that supports the participation of people who use services.

The development of the HSQF was driven by the sector, which was concerned about the burden and costs of the four sets of standards that existed before HSQF. HSQF replaced the following standards:

Queensland Disability Service Standards Queensland Disability Advocacy Standards Standards for Community Services Child Safety 11 Minimum Service Standards.

The sector and the Queensland Government worked together to develop a common set of standards and assessment process. This combined 42 previous standards into 6.

The HSQF was trialed and evaluated in partnership with the sector from 2009 to 2012 and then implemented from February 2013.

HSQF now covers more than 560 providers funded by the Department of Communities, Disability Services and Seniors and Department of Child Safety, Youth and Women.

HSQF is also being used as the quality system for providers registered to deliver prescribed disability services in Queensland for the National Disability Insurance Scheme until they transition to the national NDIS quality and safeguards system from July 2019.

From 1 October 2018, HSQF will be a quality pathway option for some Queensland Health funded providers, commencing with community managed mental health services delivered by organisations already participating in HSQF for their other funded services.

This slide shows the 6 standards which are governance and management; service access; responding to individual need; safety, wellbeing and rights; feedback, complaints and appeals; and human resources.

In Part 2 we will talk through how organisations demonstrate they are meeting the Standards and how you can find out what you need to do for HSQF.

Organisations that are in-scope of HSQF are expected to deliver their services in line with the Human Services Quality Standards.

Organisations use one of three quality pathways to evidence or demonstrate that their services are being delivered in compliance with the Standards. The three quality pathways are –certification, self-assessment and accreditation under another quality system.

Where an organisation’s accreditation under another quality system is only partially recognised, they will also complete a ‘gap’ self-assessment against certain HSQF requirements.

We will now provide more detail about each quality pathway and then tell you how you can find out which pathway applies to your organisation.

Certification is method used for direct service delivery to vulnerable people that is higher complexity or risk or is subject to specific regulatory requirements.

For most types of services, certification only applies if an organisation receives funding above a set amount or threshold.

NDIS providers in-scope of Queensland’s HSQF system will also demonstrate compliance through certification until they transition to the national quality and safeguards system from July 2019.

Certification is granted when an organisation has been assessed by an independent third-party, known as a certification body, as meeting the Human Services Quality Standards. It demonstrates that standards are being met and that service delivery and systems are being enhanced through continuous improvement.

Certification occurs over ongoing three-year cycles that include a certification audit and a mid-term maintenance assessment.

Certification bodies are accredited by the Joint Accreditation System of Australia and New Zealand (JAS-ANZ) which is a government-appointed body for accrediting certification bodies under Queensland’s HSQF Scheme. Later in the webinar, we will show a slide of the 7 certification bodies accredited to audit under the HSQF Scheme.

Organisations that are required to demonstrate compliance through certification need to contract an accredited HSQF certification body to complete their audit and certification.

Generally self-assessment applies to service delivery that is non-direct, universal, lower intensity, lower risk or where an organisation’s funding level is below a set threshold.

The funding thresholds for self-assessment and certification are indexed annually and published on the HSQF website.

Self-assessable organisations complete a periodic self-assessment using a workbook to rate their own performance against the standards. These organisations do not need to have an independent third-party audit.

Self-assessment is undertaken over ongoing 30-month cycles that include submission of a self-assessment and continuous improvement plan to a departmental contract officer.

For Queensland Health funded services participating in HSQF, certification is the only available pathway.

To reduce duplication, where an organisation’s accreditation under another quality system aligns well with HSQF and is appropriate for the types of services delivered, the other accreditation may be recognised by HSQF.

When fully recognised, an organisation only needs to provide its other accreditation details to the department and does not need to complete HSQF certification or self-assessment.

When an accreditation is only partially recognised, an organisation will be required to complete a periodic ‘gap’ self-assessment against the standards and submit this to their departmental contract officer.

There are a list of alternative accreditations that are accepted for specific services on the HSQF website.

Organisations must apply for recognition of other accreditation using the application form on the HSQF website. All applications are considered on a case-by-case basis.

Some organisations or services are not required to demonstrate compliance with HSQF because of thetype of funding they receive. This includes funding for lower level funding, events, research and conferencesand pilot, one-off or short-term funding less than 18 months in duration.

Health and hospitalservices under the National Safety and Quality Health Service Standards that are delivering funded services are not required to demonstrate compliance with HSQF.

Organisations that are delivering Child Protection Placement Services, Domestic and Family Violence Male Perpetrator Intervention Programs, Disability Services that use restrictive practices and Women’s Shelters will always need to undergo audit and certification because their service delivery is higher risk or subject to specific regulatory requirements.

As discussed earlier, certification, self-assessment and other accreditation enable your organisation to demonstrate that you are meeting the Standards.

This provides confidence to your board, your funding body and the people who use your services, and their families, that you are providing high quality services.

But how do you find out which quality pathway applies to your organisation?

There are a few ways that you can find out which quality pathway applies to you.

1.You can check the demonstration method that applies to your services in the latest version of Human Services Quality Framework document published on the HSQF website –we refer to this document as the Quality Framework.

2.If you are funded by the Department of Communities, Disability Services and Seniors or the Department of Child Safety, Youth and Women and you use the OASIS database, you can download a report called the RN02 Service Agreement Schedule Details Report. This report contains the HSQF demonstration method for all of your funded services. Or you can speak to your regional contract officer.

3.Providers funded by other participating Queensland Government departments can talk to their contract officer.

4.Queensland NDIS providers should check their letter of approval from the National Disability Insurance Agency (NDIA) and then seek confirmation of their HSQF requirements directly from the Queensland HSQF team.

5.Finally, all providers can contact the HSQF team directly to confirm what they need to do for HSQF.

This slide shows timeframes for organisations that are new to certification.

From the date you enter into a service agreement or from the date the department notifies you that you are required to achieve certification –which we sometimes call your HSQF Commencement Date -you will have around 15 months to complete your audit, with certification to be achieved by 18 months.

Organisations already under HSQF certification should include any new services into their next audit, where this is practicable.

Certification is completed in 3-year ongoing cycles, maintenance and recertification audits occurring at 18 month intervals, approximately.

HSQF can agree to a different timeframe for your initial certification audit, where there are extenuating circumstances.

This slide shows timeframes for self-assessable organisations.

From the date you enter into a service agreement or from the date the department notifies you that you are required to complete a self-assessment –your HSQF Commencement Date -you will have 18 months to complete and submit your self-assessment to your contract officer.

12 months after this, you are required to submit an updated Continuous Improvement Plan to your contract officer. This shows the improvement actions you have undertaken since the self-assessment.

HSQF can agree to a different timeframe for your self-assessment, where there are extenuating circumstances

Based on the experience of other service providers, the most important tips to takeaway from today are to:

Start early –make a plan working back from your due date.

Ask questions if you are unsure –talk to your contract officer, QCOSS or the HSQF team.

Seek support if needed -there are resources and supports available to help you. We will talk about these in the next part of the webinar.

In Part 3 we will explain the key steps in completing your audit or self-assessment and talk about the supports available to help you.

Firstly, over the next few slides, we are going to show you the key resources that you will need to be aware of and work with.

You can order multiple copies of the printed publications on this slide from the HSQF team. They provide an overview of the standards and are useful for engaging your board and staff.

The small A5 standards booklet outlines the Human Services Quality Standards. It can be used in your staff and board induction packs. The Easy Read booklet is a great resource to help explain the standards to the people who use your service and you can display the poster, which lists the standards, at your service outlets.

The resources in the next few slides need to be downloaded from the HSQF website.

The Quality Framework document describes the way that HSQF applies to all in-scope services. It specifies a demonstration method for all services and outlines the business rules and exceptions that determine how HSQF applies at an organisation-level.

It is also referenced in the service agreements of organisations funded by the Department of Communities, Disability Services and Seniors and the Department of Child Safety Youth and Women. It links with departmental service agreements to legally require funded organisations to implement HSQF.

An updated version of the Quality Framework document will be released in October 2018. It may look a little different as the HSQF team is planning to refresh the look of key documents.

This slide shows the key resources for organisations that are required to undergo a HSQF audit and achieve certification.

The User Guide –Certification is the practical guide to understanding how the standards apply to your organisation. Organisations under certification use the blue version of the User Guide. There is also a green version for organisations that are self-assessable and we will show this in the next slide.

The User Guides detail the mandatory requirements that you need to have in place to demonstrate you are meeting the standards. The mandatory requirements include legislative and regulatory requirements, critical government policies, key contractual requirements in service agreements and processes that support quality service provision.

In the User Guide, different coloured arrows are used to show the ‘Common’ and ‘Service stream specific’ mandatory requirements. A page from the User Guide, showing common and service stream specific requirements is included in this slide.

The Common requirements, listed against the yellow arrow, apply to all organisations under HSQF. Service stream specific requirements are listed against a number of different coloured arrows, for example mandatory requirements that apply to organisations funded under the Domestic and Family Violence Support Services Investment Specification are listed against an orange arrow.

Organisations need to show or evidence that they are meeting all common requirements and those service stream specific requirements that apply to them.

The User Guide –Certification is used by auditors to assess organisations compliance with the standards.

The User Guides were developed in consultation with the sector and specialist teams in the departments. User Guides are a living document that will change as requirements change. These documents are currently being updated and new versions are planned for release in October 2018. Always make sure you are using the most up-to-date version, available on the HSQF website.

This slide also shows the blue self-assessment workbook that can be used by organisations under certification in preparation for their audit. It is important to note that some certification bodies supply their own self-assessment tool so talk to your certification body about what template you should use to complete your self-assessment that is required prior to your audit. We will talk about this further in the next few slides.

This slide shows the key resources for organisations that need to complete a self-assessment to demonstrate compliance with HSQF. Self-assessable organisations use the green set of resources.

There is a User Guide –Self-Assessable Organisations, which as explained in the previous slide, shows the mandatory requirements against coloured arrows.

There is also a resource called the Guide to Self-Assessment and Continuous Improvement –Self-Assessable Organisations that provides detailed information about how to complete your self-assessment. We recommend you read this before you start the process.

Your self-assessment will be documented in a self-assessment workbook. This slide shows that you can use either a Word or Excel version of the workbook. These are both available on the HSQF website.

This slide summarises the main resources for self-assessable and certification organisations.

These resources are available on the HSQF website and they are located on different pages. Each HSQF demonstration method has its own page on the website. Make sure you use the resources for your quality pathway.

I will now hand over to Fiona, who will take you through the next part of the presentation.


Thank you Michelle.

To prepare for your HSQF quality assessment, we recommend the following:

Become familiar with the HSQF including the standards, resources and tools available to assist you. Look at the HSQF website especially the key resources outlined earlier in the presentation and the QCOSS Community Door website also has information and resources.

Its really important to identify which indicators apply to your services. You want to ensure that you demonstrate compliance against all relevant sections and do not do unnecessary work by completing sections that don’t apply.

You can check which service streams you are funded or deliver services under and therefore which indicators you need to cover in the following way:

1.If you are funded by the Department of Communities, Disability Services and Seniors or the Department of Child Safety, Youth and Women you look at your service agreement or download the RN02 Service Agreement Schedule Details Report from OASIS or you can speak to your regional contract officer.

2.If you are funded by other participating Queensland Government departments talk to your contract officer within your funding department.

3.If you are an NDIS provider check your letter of approval from the National Disability Insurance Agency (NDIA) and then seek confirmation of from the Queensland HSQF team.

4.Or you can always check directly with the HSQF team.

Engage with your internal stakeholders about HSQF -what the standards are, the importance of meeting your requirements (including meeting your contractual obligations), what the process will be for the first assessment and ongoing. Internal stakeholders include your board members, staff members (including volunteers) and any contractors you may engage like financial or IT services.

Start with your Board and work together to identify roles and responsibilities for planning and preparation. This can include delegating key tasks or sections relating to Governance. It is also a good idea to discuss with your board the resources you will need to undertake your HSQF preparation and assessment. This may include resource (time, money) provisions for developing additional policies if you need them and could include backfill arrangements for key staff or redistribution of duties to allow key staff the capacity to make necessary improvements.

Then move on to staff, volunteers and contractors. Outline the HSQF and how it applies to their roles and what they need to do to ensure demonstration and quality practice. Again delegate sections or relevant tasks and co-ordinate your approach across the whole organisation if appropriate. This is the best way to ensure that an understanding of quality gets embedded in your service.

Review the specific requirements of each standard and associated indicator inthe relevant User Guide. If you are unsure what the indicator is asking for get in contact with QCOSS or the HSQF to check.

Identify and collect evidence that shows you are meeting the requirements -such as policy and procedure documents, information about service activities, feedback from consumers. We recommend you collate this electronically in a specific place to make it easy to supply to the auditor if required. And remember to back up your files!

This slide shows the suggested timeframes for the key steps you will need to complete to achieve initial HSQF certification.

One of the first things you need to do is choose a third-party certification body to complete your audit and certification. We will show a slide listing the certification bodies which are accredited to audit under the HSQF Scheme.

As you will need to enter into a contract with a certification body and pay them to complete your HSQF certification process, it is recommended that you research and obtain quotes from a number of certification bodies.

The next important step is completing a self-assessment against the Standards. Your certification body may provide a template for this -if not, you can use the blue self-assessment workbook from the HSQF website that was shown in a previous slide.

It is recommended that you complete the self-assessment early as it helps you to identify where you are meeting the standards and importantly, where you have gaps. You will need to work on developing the required policies or processes to meet the gaps before your HSQF audit.

Initial HSQF certification involves two separate audits –Stage 1 and Stage 2. The certification body will allocate an auditor to complete your audit processes.

The certification body will work with you to plan for and schedule your Stage 1 audit. This is sometimes called a gap audit, gap assessment or desktop audit. The purpose of the Stage1 audit is to review your self-assessment and policies and procedures to evaluate your readiness for Stage 2 audit. It is completed onsite or as a desktop audit –talk to your certification body about this. The certification body will advise you what evidence or documents they require tocomplete the Stage 1 audit. You will also send them your self-assessment.

Your auditor will review the evidence to determine your readiness for Stage2 on-site review and to identify gaps or improvement actions. The certification body will provide you with a brief Stage 1 report outlining their findings and recommendations. This will help you prepare for the Stage 2 assessment.

The Stage 2 audit usually occurs 12 to 15 months after you commence HSQF –or at a minimum 3 months before your certification due date. Your certification body will work with you to plan the Stage 2 assessment, including: •Setting dates and a plan for the audit. •Organising interviews with your staff and board members. •Obtaining the consent of the people who use your services to provide feedback to the auditor and to have their files reviewed. We will provide more detail about consumer participation in another slide.

Some important things that you will also do include: •Assigning key roles to staff •Ensuring your staff and board members and the people who use your service are prepared for the onsite audit visit •Confirming and collating evidence that the auditors will need to review •Hosting the audit including welcoming auditors, making space available and having somebody onsite to check that the auditors have what they need and that the process goes smoothly.

During the Stage2 audit, if the auditor identifiesany serious concerns such as client safety, allegations of harm, absence of legislated safeguards or improper use of funding, the auditor is required to immediately advise the HSQF team about the serious concerns. This is called a Notifiable Issue. There is a factsheet on the HSQF website that provides more information about Notifiable Issues.

After the Stage 2 audit, the auditors will provide your organisation with a written report detailing the findings, outcomes against each standard and indicator and improvement actions required. You are required to respond to the review report within 10 days.

Your organisation is responsible for clarifying and understanding the review report and the required actions. Ensure that your board understands the report.

If the auditor identifies areas for improvement, they may issue you with a Corrective Action Plan outlining the actions you need to take and timeframes for submitting evidence to them to demonstrate the improvement actions you have undertaken.

Once the auditor is satisfied with the corrective action that you have taken, certification will be granted and you will be sent a copy of the finalised audit report and certificate acknowledging HSQF compliance.

For further information about the key steps in preparing for initial certification, please look at the Key Milestones for Achieving Initial HSQF Certification resource on the HSQF website.

This slide lists the types of evidence that you can use to demonstrate how your organisation is meeting the standards. There are evidence suggestions in the HSQF User Guides. Jot down in draft form how you think you meet the indicator and what evidence you have to demonstrate this.

Because organisations are different, for most HSQF indicators there is flexibility in the type of evidence you can use to demonstrate compliance.

Generally organisations demonstrate evidence in one of three ways:

1.People -Are the people who use your service satisfied? Do they have a say in what services they receive? Are your staff able to describe your procedures?

2.Process -Are you able to demonstrate that you do what you say you do? For example, can you show the assessor that training and scheduled maintenance of equipment has been carried out? Do you have feedback register that shows how you respond to and act upon feedback?

3.Paper or systems -Do you have a policy, brochure, plan or meeting minutes to show you meet the indicator? Or do you use an electronic system that demonstrates how you meet the standards. This can also include a CRM if you use one to collect information or manage case files.

In the Stage 2 audit, each standard and indicator is given a rating based on the evidence provided and observed by the assessor. These can include: •Conformity •Observation •Nonconformity •Major nonconformity.

Usually nonconformities need to be ‘closed-out’ or rectified within 12 months.

Major nonconformities need to be closed-out or downgraded to a nonconformity before certification will be issued. Usually organisations are given 3 months to close-out or downgrade major nonconformities. These should be identified to you by your certifying body in your Audit Report and/or Corrective Action Plan.

The seven certification bodies accredited by JAS-ANZ to assess under Queensland’s HSQF scheme are listed on this slide.

Organisations that are required to achieve HSQF certification are responsible for choosing and contracting a certification body to undertake their HSQF assessments. Self-assessable organisations do not need to engage a certification body.

Prior to contracting: •shop around –ask other service providers for referrals and recommendations •ask for a fee structure and obtain comparative quotes -organisations may need to provide information to receive a quote including the type, location and number of service outlets, the number of staff and estimated number of service users.

Ask a certification body about: •their assessment team’s experience in human services and check if they have experience with your service type •what will the audit report include •their ongoing responsibilities and the services they will provide to you, and •availability to conduct your audit as there can be delays in some areas.

Also consider: •engaging a certification body early so that you have plenty of time to plan and prepare for the assessment together joining with other organisations in the local area to engage the same certification body, sharing the travel and accommodation cost of an assessment team.

The involvement of people who use services is an essential element of HSQF assessments.

As people who use services provide unique feedback and insight in the quality of services being provided, auditors are required to ensure that organisations try to engage as many consumers as possible to participate in the assessment.

Your certification body will work closely with you to explain how consent will be gained from the people who use your service to provide feedback on the quality of service they have received from you or to have their file reviewed.

Auditors use a flexible approach to get feedback. Options can include: •Face to face meetings –either one-on-one or in a group •Feedback via phone, conference or video phone or other systems the consumer has access to such as Skype or Face Time.

The focus of discussion is to obtain feedback on the quality of service provided by the organisation in line with the standards and not the consumers life experience or reason for using the service. Auditors are mindful of not re-traumatising people who have agreed to speak with them and the safety and wellbeing of all involved is paramount. Consumers may bring a support person or change their mind at any time.

You are not expected to provide the phone numbers of your consumers to an auditor where this would place the consumer at risk.

An audit can still proceed even if no consumers agree to provide feedback. Organisations may be asked to de-identify a sample of files if consumer consent for file review cannot be gained.

To safeguard the confidential locations and addresses of women’s shelters, HSQF is issuing a guidance note to certification bodies.

Certification bodies will tailor their audit practices when assessing women’s shelters.

The certification body will not record the written confidential address of your shelter service in reports or certificates or their information systems. This aims to safeguard confidential addresses.

Only female auditors will be assigned to audit women’s shelters and assessors will aim to be flexible recognising that women’s needs and circumstances can change rapidly.

However shelters will still be expected to give women the choice to provide feedback to the auditor about the quality of service they have received. This is an existing requirement of HSQF. Women will need to consent to provide feedback or have their file reviewed.

This slide outlines the steps and timeframes for organisations that need to undertake a self-assessment only.

The earlier you can start the better. It is also recommended that you involve everybody in the organisation in the process –this helps your organisation and people to develop a deeper understanding of the standards and it also shares the workload around.

As outlined earlier, there are two forms of self-assessment workbook you can use –Word or Excel –and you will find these on the HSQF website. Before you start your self-assessment make sure you read the Guide to Self-Assessment and Continuous Improvement -Self-assessable Organisationsthat is on the HSQF website. It provides a lot of useful information about how to complete the self-assessment.

The key steps in self-assessment are: 1.Reviewing the requirements in the User Guide –Self-Assessable Organisations. 2.Collecting evidence that demonstrates how you are meeting the requirements or where you have gaps. 3.Writing this up in the self-assessment workbook. 4.Documenting your gaps and improvement actions in a continuous improvement plan.

You will submit your self-assessment to your regional contract officer 18 months after you sign a service agreement or are notified by the department that you need to complete a self-assessment. 12 months after that, you need to submit an updated continuous improvement plan showing the improvements you have made since your self-assessment.

Your contract officer may visit or ring you to discuss your self-assessment. They might identify other areas for improvement –if so they will let you know. Once they have reviewed and accepted the self-assessment as complete, they will send you a letter.

For further information about the key steps in preparing for self-assessment, please look at the Key Milestones for Organisations Completing a HSQF Self-Assessment Only on the HSQF website.

QCOSS in partnership with HSQF provides a range of supports to assist service providers to make a smooth transition to HSQF.

The support available can be divided into three categories:

1.Written resources –This includes written resources and guides available on the HSQF and QCOSS-Community Door websites. Community Door has a section which contains a full suite of HSQF policy templates and guides that can assist you to create any policies you may need for your service.

2.Practical face-to-face support –QCOSS provides workshops and one-to-one support to organisations funded by the Department of Communities, Disability Services and Seniors for Community and Seniors services and the Department of Child Safety, Youth and Women. You can also call or email QCOSS to discuss your HSQF process, policy development, self assessment and audit. We can support you through the process and provide tailored resources and information.

3.Financial support –The HSQF team provides one-off grants to assist some providers with the costs of HSQF audits. There is a slide on this later.

As mentioned previously, there are a range of resources available on the HSQF website.

The HSQF website is structured around the demonstration methods and/or types of providers. For example if you need to complete a self-assessment against HSQF, you would access relevant resources on the Self-Assessable –Quality requirements and resources page. Certification organisations need to visit the Certification -Quality requirements and resources page.

We have only mentioned some of the key resources in this webinar. The HSQF website contains extra information as well as number of other fact sheets and guides and it is recommended you review this for further understanding of HSQF.

This is a screen shot of Community Door. The HSQF resources can be found by clicking on Organisational Resources and then Quality Assurance. Here you will findan array of presentations, videos, templates, tools and resources to further assist you.

As mentioned earlier there is a full set of HSQF policy templates here but there is also information relating to every aspect of running a community service that may be useful to you. Log on and have a look at the whole site as well as the Quality Assurance section -there is a wealth of information and training on there.

Within the quality assurance resources section there are links to the Blue Card services portal, information on Client Relationship Management systems (CRM), a planned support (case management) guide, Community Resource Handbooks developed by Volunteering Qld which cover governance, collaboration, insurances, workplace health and safety, risk management, planning, conflict resolution, recruitment

You can complete an online eTraining course on Community Door that guides you through how to establish a quality system in your organisation. This course covers:

Quality management Implementing quality systems Customer and stakeholder feedback Service provider self-assessment Independent third-party audit Maintaining quality and continuous improvement.

You are given a certificate of completion when you finish the course.

QCOSS is available to provide one-on-one support to organisations funded by the Department of Communities, Disability Services and Seniors and the Department of Child Safety, Youth and Women.

We can provide support over the phone, by email or through a visit to your office.

QCOSS is not engaged to provide support to NDIS or Queensland Health providers.

If you would like support with implementing HSQF, please contact QCOSS in any of the above ways. As discussed we can assist via phone, email or in person if possible.

I will now handover to Michelle to talk to you about financial contributions.

One-off financial contributions are provided to assist eligible providers with the costs of HSQF audits.

A contribution amount is calculated after each audit report is received by the HSQF team using a costing tool that considers the type and duration of audit, the number and location of service outlets and a range of other factors.

Some providers are not eligible for a financial contribution. This includes: •organisations that are only required to complete a self-assessment •organisations whose services have been procured on a Request for Quote that states the provider is responsible for all HSQF costs •organisations funded by the Department of Communities, Disability Services and Seniors and the Department of Child Safety, Youth and Women who have confirmed unspent funds •NDIS and Queensland Health providers.

The Quality Audit Financial Contributions Fact Sheet on the HSQF website provides more detail about eligibility criteria and the process.

In Part 4 we will share with you some of the things other providers say about HSQF.

Fiona will now take us through the remainder of the webinar.

In early 2018, QCOSS surveyed new organisations that had gone through HSQF for the first time. This is what they said.

Survey respondents identified that completing HSQF provided an opportunity to critically think about the quality of the services provided and make improvements with 80 per cent of respondents reporting ‘Strongly agree or ‘Agree’. Additionally, survey respondents identified that completing HSQF provided an opportunity to undertake a holistic assessment of systems and processes with 85 per cent of respondents reporting ‘Strongly agree or ‘Agree’. They found the workbook and resources very helpful and that the requirements got easier to understand over time and with the support of QCOSS. Respondents also indicated that the self-assessment was a great opportunity for their organisation to review and improve structure, services, management and identify areas that needed improvement. In response to whether the assessors were culturally responsive “the assessors approach in this space was very considered and agile enough to respond to the community’s needs” “We had a good assessor who understands our business and the framework which we work to. I believe that this was beneficial to the time it took for the assessment and our outcome.” “The certification body were fantastic, through a stressful time for the organisation, they were understanding of our company needs and offered advice and support as and when they could”

To finish off, we will play a video of a service provider talking about their experience implementing HSQF.

Please stay on the line as after the video we will show a slide with the dial-in details for the telelink that we will run straight after the webinar.

We have now reached the end of our webinar presentation. Thank you for participating.

If you have questions you would like to ask, please dial in to our live telelink using the details on the screen.

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