Elements and Performance Criteria
- Evaluate outcomes for clients accessing the service
- Clearly state the service's philosophy, goals and objectives based on client service delivery and use to design criteria for evaluation
- Investigate and document the effects of services on all clients
- Monitor program quality according to relevant service and industry standards
- Use a range of appropriate processes to review client service outcomes
- Establish and use feedback mechanisms to involve all users of the service
- Establish mechanisms to provide clients with information about evaluation results
- Involve all relevant parties in evaluation processes
- Communicate information gained from the evaluation to relevant parties
- Plan and implement changes/strategies to improve outcomes
- Design and implement a plan to develop the quality of service with others
- Design and implement policies to foster quality service
- Provide information to relevant parties about the plan and the processes to be used
- Design a plan to develop the quality of service to ensure participation by all those involved
- Respond to and investigate complaints and use as feedback to improve outcomes
- Include in plan priorities, immediate goals and long term goals for improving quality of service
- Obtain or request required resources from appropriate sources
- Ensure client service standards and codes of practice
- Regularly communicate service criteria regarding quality to all stakeholders
- Establish procedures to check that appropriate practice is carried out
- Model and demonstrate good practice to all workers
- Provide information about good practice to all stakeholders
- Promote examples of good practice to workers
- Regularly remind workers of service standards and organisation expectations
- Confront issues with workers and develop a plan for improvement
- Promote a focus on outcomes for the client
- Manage quality assurance processes
- Undertake appropriate planning to ensure involvement of all parties in quality improvement processes
- Define continuous improvement processes and monitor their implementation to ensure quality client service delivery
- Implement processes to promote continuous improvement in the workplace
- Continuously evaluate outcomes of client services for impact on the local community