Elements and Performance Criteria
- Elements define the essential outcomes
- Performance criteria specify the performance needed to demonstrate achievement of the element
- Develop a framework for quality service delivery
- Establish quality service standards through consultation with stakeholders and benchmarking against industry standards or existing quality frameworks
- Develop strategies to ensure procedures deliver high quality services that support good practice standards and the rights and interests of clients
- Identify organisation barriers or issues that impact on delivery of high quality service and develop strategies to address them
- Identify opportunities for continuous improvement and incorporate them into operational plans
- Define and implement continuous improvement processes to monitor and ensure quality client service delivery
- Plan and ensure the involvement of all parties in quality improvement processes
- Monitor and review service delivery against quality framework
- Use a range of appropriate processes to monitor and review quality of service outcomes for clients and the community
- Monitor and review strategies for addressing barriers and issues relating to quality
- Regularly update service delivery procedures to reflect good practice and to respond to changing legislative requirements and client needs
- Identify need and opportunities for staff to develop the necessary competencies to meet changing service delivery requirements
- Establish and use feedback mechanisms to involve all users of the service and other relevant parties in the review process
- Investigate and document the effects of services on all clients
- Identify differences between stakeholder expectations and service delivery objectives
- Establish mechanisms to provide clients and stakeholders with information about review results
- Plan and implement revised strategies to improve outcomes
- Use review findings to identify threats to quality
- Respond to and investigate complaints and use as feedback to improve outcomes
- Design and implement a plan with immediate and long term goals to develop and improve the quality of service in consultation with stakeholders
- Provide information to relevant parties about the plan and the processes to be used
- Ensure the continuous improvement of service standards
- Ensure that revised service standards incorporate stakeholder expectations and available resources
- Regularly communicate service standards and good practice to all stakeholders
- Establish procedures to check that appropriate practice is carried out
- Regularly promote, model and demonstrate good practice to all workers
- Regularly discuss issues with workers and incorporate necessary changes into strategies for continuous improvement