SHS STANDARDS and MAPPING MATRIX|
National Quality Framework for Homelessness Services
Standards Matrix & Costing Project
SPECIALIST HOMELESSNESS
SERVICES
STANDARDS MAPPING MATRIX
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National Quality Framework for Homelessness Services
Standards Matrix & Costing Project
Context: The National Quality Framework (NQF) for Homelessness Services
The development of a minimum set of quality requirements for Specialist Homelessness Services (SHS) is one
of the three fundamental elements of the National Quality Framework (NQF) for Homelessness Services.
Together with a nationally agreed ‘Homelessness Charter’ and a nationally consistent approach to providing
a complaints mechanism to services users and other stakeholders, quality requirements will form the
building blocks of the NQF.
The NQF aims to provide a level of national consistency in the quality of service delivery, improving the
quality and integration of services provided and the outcomes and life opportunities for those experiencing
or at risk of homelessness.
The development of a minimum set of quality requirements has involved two components:
▪
the development of the content of the requirements (‘standards’)
▪
the establishment of a minimum assessment model for the standards
The four key principles that have underpinned the development and implementation of a National Quality
Framework have been applied to this process:
▪
▪
▪
▪
Principle 1: Services and governments will work together to develop a national quality framework and
accept joint responsibility for quality service provision.
Principle 2: Minimising red tape will be a key consideration in the development of a national quality
framework.
Principle 3: A national quality framework will build on and add value to existing quality systems.
Principle 4: There will be a supportive and enabling approach to implementation.
Recognition of standards
In line with Principles 2 and 3 in particular, the Specialist Homelessness Services Standards (SHS Standards)
are not intended to become an additional set of standards but to provide a framework for recognition in
situations where a service provider can demonstrate that it already complies with a comparable set of
standards.
The SHS Standards have been mapped to a number of existing commonly used sets of standards, including
the set of standards in each State or Territory that currently accompanies funding agreements for SHS. This
mapping provides a guide on the extent to which these standards already meet the requirements of the SHS
Standards.
1
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This mapping exercise has canvassed and analysed:
▪
State and Territory quality requirements for SHS: Currently, all jurisdictions except the Northern
Territory require SHS to undergo some form of assessment against a set of quality standards as part
of their funding arrangements. In most jurisdictions these standards are a set of community services
standards also applied to other service types, but developed in the context of the diverse service
types including homelessness.
▪
Other national and service specific standards being used by SHS: Many SHS also undertake
accreditation against other sets of standards (national or service specific) by choice or as a
requirement of some other funding source or service type. The sets of standards being commonly
used by SHS were identified by survey. In most jurisdictions, forms of cross recognition are in place
or being introduced to accept identified standards as meeting the requirements of the
State/Territory standards and to minimise the impact of multiple standards requirements.
▪
Community Housing regulations at State/Territory and national level: Four jurisdictions currently
require Community Housing Providers to comply with a set of regulations. Three of these have other
externally assessed standards as requirements for SHS, which means that their Community Housing
Regulations do not impact on the cost of assessment models for the national SHS Standards.
However, in New South Wales around half the SHS are currently part of legal entities that are
externally assessed as Community Housing Providers, and this does impact the cost of assessment
models for the SHS Standards in that jurisdiction.
A set of national Community Housing Regulations is currently in draft form and scheduled for
implementation from July 2013. This will also directly impact costings for New South Wales.
▪
Other areas of community services and health provision where changes to quality requirements
might impact SHS: There have been several major national initiatives in quality requirements for
community services and health NGOs, with the most relevant to SHS being the National Quality
Framework for Disability Services (and the review of the disability services standards), the
implementation of the National Standards for Mental Health Services and the development of the
Community Care Common Standards. These standards are all included in the mapping.
Quality and safety requirements are currently under discussion as part of the development of the
National Disability Insurance Scheme (NDIS), but work on the consumer safeguards that might
accompany the NDIS is still at a preliminary stage.
The standards mapping matrix: using this document
This document contains:
▪
An overview of the draft SHS Standards (p4)
2
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▪
▪
▪
▪
National Quality Framework for Homelessness Services
Standards Matrix & Costing Project
A ‘matrix’ table of the current sets of standards that Specialist Homelessness Standards are required
to be assessed against as part of their SHS funding agreements with the State or Territory funding
body (p9).
A ‘matrix’ table of regulations and standards that apply to SHS in some jurisdictions, but for which
assessment is not currently required as part of their SHS funding agreement. The draft National
Community Housing Regulations have also been included in this table (p11).
A ‘matrix’ table of sets of national standards that SHS may have chosen to use, or that may apply to
them because of other funding they receive, or particular client groups they service (p13).
A set of matrix tables providing more detail and showing the extent to which each standard also
addresses the specific elements of each SHS standard (Attachment 1).
The matrix tables provide a map of how each standard matches the objectives of the SHS Standards.
▪
▪
‘Meets’ indicates that the standard adequately addresses the objective of the SHS Standard it is
matched to, and an SHS successfully assessed against it would demonstrate compliance with the
SHS Standard.
‘Does not meet’ indicates that the standard does not adequately address the objective, and
therefore cannot be recognised as offering an alternative assessment.
The first two columns contain the SHS
Standard and its objective
The other columns contain the standards that have
been mapped against the SHS Standards
QLD Human
Services
Quality
Standards
NSW Good
Practice
Guidelines
ACT PreQualification
Department of
Human Services
Standards
(Victoria)
1 SERVICE DELIVERY
Standard 1.1
Promoting,
upholding and
exercising rights
Standard 1.2 Service
access and equity
Standard 1.3 Decision
making and
participation
Standard 1.4 Service
outcomes
Clients receive services that promote and
uphold their rights and safety and support
them to effectively exercise those rights.
Meets
Meets
Meets
Meets
Clients are provided with fair and transparent
processes ensuring equity of access for all clients
and identifying and removing barriers for clients
who may experience disadvantage in accessing
the service.
Clients are actively supported to make choices
and decisions about their service and to actively
participate as a valued member of their chosen
community.
Clients are assisted and supported to achieve
positive outcomes by the development, delivery
and review of quality programs and services
that meet individual client needs.
Meets
Meets
Does not
meet
Meets
Meets
Meets
Meets
Meets
Meets
Meets
Meets
Meets
Under each set of standards is shown whether the
content and requirements of that standard meets or
does not meet the objective of the SHS Standard.
3
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National Quality Framework for Homelessness Services
Standards Matrix & Costing Project
The SPECIALIST HOMELESSNESS SERVICES (SHS) STANDARDS
Structure of the standards
There are 8 standards in the Specialist Homelessness Services (SHS) Standards and these are organised under
3 ‘domains’ – ‘Service delivery’, ‘Relationships and service system’ and ‘Organisations’. Each standard has a
primary objective and this objective is accompanied by explanatory elements that illustrate the types of
action a service provider should be taking to meet the objective and what the service provider may need to
demonstrate as evidence of their compliance.
The explanatory elements are provided to guide jurisdictions, service providers and reviewers in developing
or interpreting evidence guides.
The SHS Standards have been drafted to reflect comparable community services industry standards. As a
consequence, they are generic in language. Assessment against the standards needs to take into
consideration specific evidence guides that may be developed by jurisdictions and the particular context of
Specialist Homelessness Services. In particular, the following should be considered in assessing compliance
against the standards:
▪
▪
▪
▪
The primary aim of Specialist Homelessness Services, which is to assist people who are homeless or
at risk of homelessness, and to support them to achieve safe, affordable and stable housing.
The diverse and complex needs of people who are homeless or at risk of homelessness, and the
importance of ensuring their personal safety and security.
Legal and regulatory compliance, particularly with regard to local jurisdiction requirements for
building codes and fire safety, employment screening, children and young people and residential
tenancy.
The application of continuous quality improvement as an underlying principle for all aspects of a
service provider’s work.
1. SERVICE DELIVERY
Standard 1.1 Promoting, upholding and exercising rights
Clients receive services that promote and uphold their rights and safety and support them to effectively
exercise those rights.
The service provider ensures that people using its services are provided with:
▪
information about their rights and responsibilities, and support to exercise those rights
▪
privacy and confidentiality
▪
processes for making complaints and providing feedback
▪
protection from risk of harm or abuse within the service environment
▪
quality service provision that is respectful and appropriate to their cultural, spiritual and language
needs
Evidence guides developed for this standard should assist the service provider to demonstrate:
▪
how it supports and enables clients to understand and exercise their rights within the service
4
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▪
National Quality Framework for Homelessness Services
Standards Matrix & Costing Project
policies and procedures that document how client rights are protected and exercised
that clients understand and feel able to exercise their rights
physical evidence of a safe environment that is comfortable and welcoming to the range of clients
using the service (including children)
staff understanding of the rights of clients and competence to provide respectful and culturally
safe service
how it monitors, reviews and improves outcomes in this area
▪
▪
▪
▪
Standard 1.2 Service access and equity
Clients are provided with fair and transparent processes ensuring equity of access for all clients and
identifying and removing barriers for clients who may experience disadvantage in accessing the service.
The service provider ensures that people using its services are provided with:
▪
clear and accessible contact point/s
▪
information about entry, exit and (where relevant) re-entry
▪
information about eligibility and (where relevant) waiting list prioritisation
▪
timely response to their request for service
▪
referral to alternative service where necessary
Evidence guides developed for this standard should assist the service provider to demonstrate:
▪
how it ensures people needing its service are able to make contact and seek service
▪
policies and procedures that document how client access is promoted and vulnerable clients
supported to access the service
▪
consistent implementation of eligibility, entry and exit processes
▪
staff understanding of eligibility, entry and exit processes
▪
that its client profile reflects equity of access and implementation of priority allocation across its
target group
▪
how it monitors, reviews and improves outcomes in this area
Standard 1.3 Decision making and participation
Clients are actively supported to make choices and decisions about their service and to actively participate
as a valued member of their chosen community.
The service provider ensures that clients are provided with:
▪
support to make informed decisions and set goals for their service outcomes
▪
information and appropriate advocacy to enable them to exercise independence and selfdetermination
▪
opportunities to participate in formal or informal support networks, community or other activities
Evidence guides developed for this standard should assist the service provider to demonstrate:
▪
how it ensures clients make their own decisions and set goals for their service outcomes
▪
how it promotes the social inclusion of its clients
▪
policies and procedures that document how individual service planning is conducted involving
clients (or, where relevant their advocates or guardians)
5
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▪
National Quality Framework for Homelessness Services
Standards Matrix & Costing Project
staff understanding of how to support self-determination and independence for clients
that clients are actively participating in their service planning and able to make choices about
engaging in other forms of social or community participation
how it monitors, reviews and improves outcomes in this area
▪
▪
Standard 1.4 Service outcomes
Clients are assisted and supported to achieve positive outcomes by the development, delivery and review
of quality programs and services that meet individual client needs.
The service provider ensures that its services:
▪
are informed by evidence based practice
▪
utilise strengths based, goal oriented case management approaches
▪
support and promote the health and well-being of clients
▪
consider opportunities for early intervention and prevention
▪
competently address specific issues impacting clients (including family violence, alcohol and other
drugs, mental illness)
▪
conduct client oriented assessment, monitoring and review of outcomes
▪
involve clients in planning and review of outcomes
▪
are coordinated and integrated with other services relevant to their client group
▪
maintain relevant records and documentation
▪
provide planned exit from the service and transition to other support services where relevant
Evidence guides developed for this standard should assist the service provider to demonstrate:
▪
how it ensures best practice in its service delivery and quality outcomes for clients
▪
policies and procedures that document how case management and assessment, monitoring and
review of outcomes is conducted
▪
consistent implementation of service delivery policies and procedures
▪
staff understanding of service delivery procedures and competence in relevant areas of client
support and case management
▪
that identified outcomes are being achieved for clients
▪
how it monitors, reviews and improves service outcomes
2. RELATIONSHIPS AND THE SERVICE SYSTEM
Standard 2: Service system
Outcomes for individuals and communities are improved by the service provider working collaboratively
with other service providers and agencies.
The service provider collaborates with other services and agencies to:
▪
provide clients with seamless and integrated services that address complex needs and maintain
service continuity
▪
develop strategies to address homelessness, improve professional practice and improve
outcomes for individuals and communities
6
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Standards Matrix & Costing Project
Evidence guides developed for this standard should assist the service provider to demonstrate:
▪
how it establishes and maintains relationships and alliances with other services, negotiates
service contracts, and manages brokerage funds to achieve quality outcomes for clients
▪
documented service agreements, inter-agency communication protocols and referral
procedures
▪
staff understanding of the service system, referral networks and inter-agency arrangements
▪
that inter-agency service agreements and referral networks are providing positive outcomes for
clients
▪
how it participates in forums and other collaborative activities that contribute to the
development of professional practice, systemic improvements, community awareness or
community development
▪
how it monitors, reviews and improves outcomes in this area
3. ORGANISATIONS
Standard 3.1 Governance
The governing entity defines clear goals and purposes for the service provider, develops strategies to
achieve and monitor the service provider and is accountable for all its activities.
The governing entity ensures robust and effective:
▪
governance
▪
internal and external accountability
▪
strategic and business planning
▪
strategic risk management
▪
regulatory and legislative compliance
▪
continuous quality improvement
Evidence guides developed for this standard should assist the service provider to demonstrate:
▪
that it operates within an organisational structure with clear delegations and accountabilities
▪
current, documented policy and procedures that guide activity in the organisation
▪
how reporting, planning, risk management and compliance activities are conducted
▪
how quality management is implemented
▪
the results of reviews and quality improvement plans
Standard 3.2 Systems management
There are effective management systems and strategies to ensure the service provider’s goals are met.
The service provider ensures robust and effective systems are in place for:
▪
management of finances, assets and resources
▪
data and information management
▪
workplace health and safety and other operational risks
▪
asset management
▪
facilities management, safety and security
▪
policy development, implementation and review
▪
administration
7
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Evidence guides developed for this standard should assist the service provider to demonstrate:
▪
that there are documented systems for all key areas
▪
how the effectiveness of its management systems and strategies are monitored, reviewed and
improved
▪
how action is taken to address any areas that are not performing well
▪
the extent to which it is meeting its goals
Standard 3.3 Human resource management
The service provider develops and supports its workforce, both paid and voluntary, to ensure the
effectiveness of its services.
The service provider ensures that there are effective systems are in place for:
▪
workforce planning
▪
pre-employment checks, screening and registration
▪
recruitment, selection and induction
▪
EEO, anti-discrimination and diversity
▪
performance review and management
▪
learning and professional development
▪
collaboration and teamwork
Evidence guides developed for this standard should assist the service provider to demonstrate:
▪
that there are documented systems for all key areas of human resource management
▪
how the effectiveness of human resource management systems are monitored, reviewed and
improved
▪
how action is taken to address any areas that are not performing well
▪
the capability and effectiveness of its staff team
8
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STANDARDS MAPPING MATRIX
State and Territory Standards
The following matrix contains the current sets of standards that apply to Specialist Homelessness Standards as part of their SHS funding agreements with the State or
Territory funding body. These standards are overseen by the State or Territory Department that administers funding in that jurisdiction.
▪
▪
Meets: addresses the objective of the SHS standard
Does not meet: does not objective of the SHS standard
1 SERVICE DELIVERY
Standard 1.1
Promoting,
upholding and
exercising rights
Standard 1.2
Service access and
equity
Standard 1.3
Decision making and
participation
Clients receive services that promote
and uphold their rights and safety and
support them to effectively exercise
those rights.
Clients are provided with fair and
transparent processes ensuring equity of
access for all clients and identifying and
removing barriers for clients who may
experience disadvantage in accessing the
service.
Clients are actively supported to make
choices and decisions about their service
and to actively participate as a valued
member of their chosen community.
QLD Human
Services Quality
Standards
NSW Good
Practice
Guidelines
ACT PreQualification
Department of
Human Services
Standards
(Victoria)
Quality and
Safety Standards
(TAS) (includes
Australian
Service
Excellence
(ASES)
Certificate
WA SAAP
Standards
Meets
Meets
Meets
supplementary
elements)
Meets
Meets
Meets
Meets
Meets
Meets
Does not
meet
Meets
Does not
meet
(not specified)
Meets
Meets
Meets
Meets
Meets
Meets
Meets
Meets
Meets
1
1
The relevant standard in the Quality and Safety Standards Framework (TAS) addresses processes for service access, however the current wording does not specifically address equity of access. The Standards Framework was
evaluated recently and more specific requirements, such as equity of access, will be accommodated within the monitoring process of the Q & S Standards Framework.
9
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▪
▪
Meets: addresses the objective of the SHS standard
Does not meet: does not objective of the SHS standard
Standard 1.4
Service outcomes
Clients are assisted and supported to
achieve positive outcomes by the
development, delivery and review of
quality programs and services that meet
individual client needs.
National Quality Framework for Homelessness Services
Standards Matrix & Costing Project
QLD Human
Services Quality
Standards
NSW Good
Practice
Guidelines
ACT PreQualification
Department of
Human Services
Standards
(Victoria)
Quality and
Safety Standards
(TAS) (includes
supplementary
elements)
Australian
Service
Excellence
(ASES)
Certificate
WA SAAP
Standards
Meets
Meets
Meets
Meets
Meets
Meets
Meets
Outcomes for individuals and
communities are improved by the service
provider working collaboratively with
other service providers and agencies.
Meets
Meets
Meets
Meets
Meets
Meets
Meets
The governing entity defines clear goals
and purposes for the service provider,
develops strategies to achieve and
monitor the organisation and is
accountable for all its activities.
Meets
Meets
Meets
Meets
Meets
Meets
Meets
Standard 3.2
Systems
management
There are effective management systems
and strategies to ensure the service
provider’s goals are met.
Meets
Meets
Meets
Meets
Meets
Meets
Meets
Standard 3.3
Human resource
management
The service provider develops and supports
its workforce, both paid and voluntary, to
ensure the effectiveness of its services.
Meets
Meets
Meets
Meets
Meets
Meets
Meets
2 RELATIONSHIPS AND THE SERVICE SYSTEM
Standard 2
Service system
3 ORGANISATIONS
Standard 3.1
Governance
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Regulations and standards not currently applied to funding agreements for SHS
The following matrix contains the draft National Community Housing Regulations and other quality systems at State/Territory level that may apply to SHS but are not
part of funding agreement requirements.
▪
▪
Meets: addresses the objective of the SHS standard
Does not meet: does not objective of the SHS standard
1 SERVICE DELIVERY
Standard 1.1
Promoting, upholding and
exercising rights
Standard 1.2
Service access and equity
Standard 1.3
Decision making and
participation
Standard 1.4
Service outcomes
Draft National
Community Housing
Regulations
NSW Community
Housing Regulations
NT SAAP
Standards
ACT ‘Raising the
Standard’
Clients receive services that promote and uphold their
rights and safety and support them to effectively
exercise those rights.
Meets
Meets
Meets
Meets
Clients are provided with fair and transparent processes
ensuring equity of access for all clients and identifying
and removing barriers for clients who may experience
disadvantage in accessing the service.
Clients are actively supported to make choices and
decisions about their service and to actively participate
as a valued member of their chosen community.
Meets
Meets
Meets
Meets
Meets
Does not meet
Meets
Meets
Clients are assisted and supported to achieve positive
outcomes by the development, delivery and review of
quality programs and services that meet individual
client needs.
Meets
Does not meet
Meets
Meets
Meets
Does not meet
Does not meet
Meets
2 RELATIONSHIPS AND THE SERVICE SYSTEM
Standard 2
Service system
11
Outcomes for individuals and communities are
improved by the service provider working
collaboratively with other service providers and
agencies.
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▪
▪
National Quality Framework for Homelessness Services
Standards Matrix & Costing Project
Meets: addresses the objective of the SHS standard
Does not meet: does not objective of the SHS standard
3 ORGANISATIONS
Standard 3.1
Governance
Draft National
Community Housing
Regulations
NSW Community
Housing Regulations
NT SAAP
Standards
ACT ‘Raising the
Standard’
The governing entity defines clear goals and purposes
for the service provider, develops strategies to achieve
and monitor the organisation and is accountable for all
its activities.
Meets
Meets
Meets
Meets
Standard 3.2
Systems management
There are effective management systems and strategies
to ensure the service provider’s goals are met.
Meets
Meets
Meets
Meets
Standard 3.3
Human resource management
The service provider develops and supports its workforce,
both paid and voluntary, to ensure the effectiveness of its
services.
Meets
Meets
Meets
Meets
12
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National Standards
The following matrix contains the sets of standards that SHS may have chosen to use, or that may apply to them because of other sources of funding they receive, or
particular client groups they service.
▪
▪
Meets: addresses the objective of the SHS standard
Does not meet: does not objective of the SHS standard
1 SERVICE DELIVERY
Standard 1.1
Promoting,
upholding and
exercising rights
2Australian
Service
Excellence
(ASES)
Certificate
QIC
Community
Services and
Health
Standards
3ISO
9001:2008
Quality
Management
Systems
National
Community
Housing
Standards
EQuIP/
ACHS
National
Standards for
Mental Health
Services
Community
Care
Common
Standards
Family
Relationships
Program
Standards
Clients receive services that promote
and uphold their rights and safety and
support them to effectively exercise
those rights.
Meets
Meets
Meets
Meets
Meets
Meets
Meets
Meets
Standard 1.2
Service access and
equity
Clients are provided with fair and
transparent processes ensuring equity of
access for all clients and identifying and
removing barriers for clients who may
experience disadvantage in accessing the
service.
Meets
Meets
Does not
meet
Meets
Meets
Meets
Meets
Meets
Standard 1.3
Decision making and
participation
Clients are actively supported to make
choices and decisions about their service
and to actively participate as a valued
member of their chosen community.
Meets
Meets
Does not
meet
Meets
Meets
Meets
Meets
Does not
meet
2
The Australian Service Excellence Standards (ASES) are available nationally as well as being the mandated set of standards for SHS funded by SA Department of Communities and Social Inclusion
ISO 9001 is focussed on quality management within the organisation, and refers to ‘products’ rather than services. Where the standard meets an objective, it does so without specific reference to delivery of human services, and
in most instances would require that an assessment has been conducted within the context of SHS Standards requirements, with specific reference to the elements within the SHS Standards, particularly with regard to Standard
1.4 Service Outcomes.
3
13
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▪
▪
Meets: addresses the objective of the SHS standard
Does not meet: does not objective of the SHS standard
Standard 1.4
Service outcomes
Clients are assisted and supported to
achieve positive outcomes by the
development, delivery and review of
quality programs and services that meet
individual client needs.
National Quality Framework for Homelessness Services
Standards Matrix & Costing Project
2Australian
Service
Excellence
(ASES)
Certificate
QIC
Community
Services and
Health
Standards
3ISO
9001:2008
Quality
Management
Systems
National
Community
Housing
Standards
EQuIP/
ACHS
National
Standards for
Mental Health
Services
Community
Care
Common
Standards
Family
Relationships
Program
Standards
Meets
Meets
Meets
Meets
Meets
Meets
Meets
Meets
Outcomes for individuals and communities
are improved by the service provider
working collaboratively with other service
providers and agencies.
Meets
Meets
Does not
meet
Meets
Does not
meet
Meets
Meets
Does not
meet
The governing entity defines clear goals
and purposes for the service provider,
develops strategies to achieve and
monitor the organisation and is
accountable for all its activities.
Meets
Meets
Meets
Meets
Meets
Meets
Meets
Meets
Standard 3.2
Systems
management
There are effective management systems
and strategies to ensure the service
provider’s goals are met.
Meets
Meets
Meets
Meets
Meets
Does not
meet
Meets
Meets
Standard 3.3
Human resource
management
The service provider develops and supports
its workforce, both paid and voluntary, to
ensure the effectiveness of its services.
Meets
Meets
Meets
Meets
Meets
Meets
Meets
Meets
2 RELATIONSHIPS AND THE SERVICE SYSTEM
Standard 2
Service system
3 ORGANISATIONS
Standard 3.1
Governance
14
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SHS STANDARDS and MAPPING MATRIX|
National Quality Framework for Homelessness Services
Standards Matrix & Costing Project
ATTACHMENT 1: DETAILED STANDARDS MAPPING
The purpose of this more detailed document is to provide jurisdictions with information on the extent to
which standards address both the objective and the elements of an SHS standard, and which specific
standards provide the match. Each standard is rated as one of the following:
▪
▪
▪
‘Meets in full’: the standard addresses the objective and all or most of the elements of the SHS
standard
‘Meets objective’: the standard addresses the objective of the SHS standard and some of the detail
of the elements
‘Does not meet’: the standard does not address the requirements of the SHS standard, or has
insufficient detail in its content outline
The numbers refer to the numbering of specific standards or sub sections of standards in that particular set
of standards.
15
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SHS STANDARDS and MAPPING MATRIX|
National Quality Framework for Homelessness Services
Standards Matrix & Costing Project
State and Territory Standards
The following matrix contains the current sets of standards that apply to Specialist Homelessness Standards as part of their SHS funding agreements with the State or
Territory funding body. These standards are overseen by the State or Territory Department that administers funding in that jurisdiction.
▪
▪
▪
‘Meets in full’: the standard addresses the objective and all or most of
the elements of the SHS standard
‘Meets objective’: the standard addresses the objective of the SHS
standard and some of the detail of the elements
‘Does not meet’: the standard does not address the requirements of
the SHS standard, or has insufficient detail in its content outline
1 SERVICE DELIVERY
Standard 1.1
Promoting,
upholding and
exercising rights
Standard 1.2
Service access and
equity
Standard 1.3
Decision making and
participation
QLD Human
Services Quality
Standards
NSW Good
Practice
Guidelines
ACT PreQualification
Department of
Human Services
Standards
(Victoria)
Quality and
Safety Standards
(TAS) (includes
Meets in full
2; 5
Clients receive services that
promote and uphold their rights
and safety and support them to
effectively exercise those rights.
Meets in full
1; 3; 4; 5
Meets in full
2.1; 2.2; 2.3
Meets in full
Human Rights
Meets in full
1; 2; 3
Clients are provided with fair and
transparent processes ensuring
equity of access for all clients and
identifying and removing barriers
for clients who may experience
disadvantage in accessing the
service.
Clients are actively supported to
make choices and decisions about
their service and to actively
participate as a valued member of
their chosen community.
Meets in full
2; 3; 4
Meets in full
2.1
Does not meet
(not specified)
Meets in full
2
Meets in full
3; 4
Meets in full
2.2
Meets
objective
Meets in full
3; 4
4
Service User
Management
supplementary
elements)
Australian
Service
Excellence
(ASES)
Certificate
WA SAAP
Standards
Meets in full
8.1; 8.2
Meets in full
6; 7; 8; 9; 14
4
Does not
meet
(not specified)
Meets in full
7.1; 8.1
Meets in full
1
Meets
objective
2
Meets in full
8.1
Meets in full
2
The relevant standard in the Quality and Safety Standards Framework (TAS) addresses processes for service access. However the current wording does not specifically address equity of access. The Standards Framework was
evaluated recently and more specific requirements, such as equity of access, will be accommodated within the monitoring process of the Q & S Standards Framework.
16
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SHS STANDARDS and MAPPING MATRIX|
▪
▪
▪
‘Meets in full’: the standard addresses the objective and all or most of
the elements of the SHS standard
‘Meets objective’: the standard addresses the objective of the SHS
standard and some of the detail of the elements
‘Does not meet’: the standard does not address the requirements of
the SHS standard, or has insufficient detail in its content outline
Standard 1.4 Service
outcomes
Clients are assisted and supported
to achieve positive outcomes by
the development, delivery and
review of quality programs and
services that meet individual client
needs.
2 RELATIONSHIPS AND THE SERVICE SYSTEM
Standard 2
Service system
3 ORGANISATIONS
Standard 3.1
Governance
Standard 3.2
Systems
management
17
National Quality Framework for Homelessness Services
Standards Matrix & Costing Project
QLD Human
Services Quality
Standards
Meets
objective
Meets in full
2.2; 2.3
1; 2; 3; 4; 5
Outcomes for individuals and
communities are improved by
the service provider working
collaboratively with other
service providers and agencies.
Meets in full
3
The governing entity defines clear
goals and purposes for the service
provider, develops strategies to
achieve and monitor the
organisation and is accountable for
all its activities.
Meets in full
1
There are effective management
systems and strategies to ensure
the service provider’s goals are
met.
NSW Good
Practice
Guidelines
ACT PreQualification
Meets
objective
Department of
Human Services
Standards
(Victoria)
Quality and
Safety Standards
(TAS) (includes
Meets in full
3
Meets
objective
Meets
objective
Meets
objective
2; 6
(not specific)
7.1; 8.1
2
Meets in full
Meets
objective
Meets
objective
(not specific)
5.1
10
Meets in full
1.1; 1.2; 2.1;
2.4
Meets
objective
Meets in full
2.2; 2.3; 3.1;
3.2; 4.1
Meets
objective
Service User
Management
Meets in full
3.1; 3.2
Meets
objective
Meets in full
2
supplementary
elements)
2; 6
Service User
Management
Meets
objective
1
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Meets in full
1.1; 1.3; 3.1
Meets in full
1.1; 1.2; 1.3;
2.2
Meets in full
Organisation
Planning;
Governance
Meets in full
Governance &
Management
Meets in full
3; 4; 6
Meets in full
Organisation
Planning
Meets in full
Risk
Management;
Governance &
Management
Meets in full
6
Australian
Service
Excellence
(ASES)
Certificate
WA SAAP
Standards
(not
specific)
11; 12
(not
specific)
11; 14
SHS STANDARDS and MAPPING MATRIX|
▪
▪
▪
‘Meets in full’: the standard addresses the objective and all or most of
the elements of the SHS standard
‘Meets objective’: the standard addresses the objective of the SHS
standard and some of the detail of the elements
‘Does not meet’: the standard does not address the requirements of
the SHS standard, or has insufficient detail in its content outline
Standard 3.3
Human resource
management
18
The service provider develops and
supports its workforce, both paid
and voluntary, to ensure the
effectiveness of its services.
National Quality Framework for Homelessness Services
Standards Matrix & Costing Project
QLD Human
Services Quality
Standards
Meets in full
6
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NSW Good
Practice
Guidelines
Meets in full
1.3
ACT PreQualification
Meets in full
Management
Systems
Department of
Human Services
Standards
(Victoria)
Quality and
Safety Standards
(TAS) (includes
Meets in full
Human
Resources
Meets in full
3
supplementary
elements)
Australian
Service
Excellence
(ASES)
Certificate
Meets in full
4.1; 5.2
WA SAAP
Standards
Meets
objective
(not specific)
13
SHS STANDARDS and MAPPING MATRIX|
National Quality Framework for Homelessness Services
Standards Matrix & Costing Project
Regulations and standards not currently applied to funding agreements for SHS
The following matrix contains the draft National Community Housing Regulations and other quality systems at State/Territory level that may apply to SHS but are not
part of funding agreement requirements.
▪
▪
Meets: addresses the objective of the SHS standard
Does not meet: does not objective of the SHS standard
1 SERVICE DELIVERY
Standard 1.1
Promoting, upholding and
exercising rights
Standard 1.2
Service access and equity
Standard 1.3
Decision making and
participation
Standard 1.4
Service outcomes
Draft National
Community Housing
Regulations
NSW Community
Housing Regulations
NT SAAP Standards
Clients receive services that promote and uphold their
rights and safety and support them to effectively
exercise those rights.
Meets objective
1a; 1b; 1c; 1f
Meets objective
Meets in full
1.2; 2.1; 2.3; 2.4;
2.6; 5.3
Meets in full
4.1; 4.2
Clients are provided with fair and transparent processes
ensuring equity of access for all clients and identifying
and removing barriers for clients who may experience
disadvantage in accessing the service.
Clients are actively supported to make choices and
decisions about their service and to actively participate
as a valued member of their chosen community.
Meets in full
1a; 1c
Meets in full
1.1
Meets objective
Meets in full
4
Meets objective
Does not meet
Meets objective
Clients are assisted and supported to achieve positive
outcomes by the development, delivery and review of
quality programs and services that meet individual
client needs.
1.1; 1.2
1d
Meets objective
Does not meet
1d; 1e
1.1; 1.7
ACT ‘Raising the
Standard’
2.2
Meets in full
4
Meets objective
Meets objective
1.2; 1.3; 1.4;
1.6; 2.4; 2.5
3.2; 4.1
Does not meet
Meets in full
4.1; 4.4; 4.6
2 RELATIONSHIPS AND THE SERVICE SYSTEM
Standard 2
Service system
19
Outcomes for individuals and communities are
improved by the service provider working
collaboratively with other service providers and
agencies.
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Meets in full
1e; 2a; 2b
Does not meet
SHS STANDARDS and MAPPING MATRIX|
▪
▪
National Quality Framework for Homelessness Services
Standards Matrix & Costing Project
Meets: addresses the objective of the SHS standard
Does not meet: does not objective of the SHS standard
3 ORGANISATIONS
Standard 3.1
Governance
Draft National
Community Housing
Regulations
NSW Community
Housing Regulations
NT SAAP Standards
Meets objective
The governing entity defines clear goals and purposes
for the service provider, develops strategies to achieve
and monitor the organisation and is accountable for all
its activities.
Meets in full
4; 5a; 5b; 5c; 6a
Meets in full
4.1; 4.2; 4.3; 5.1;
5.2; 6.3
Standard 3.2
Systems management
There are effective management systems and strategies
to ensure the service provider’s goals are met.
Meets in full
2; 4a; 6; 7
Meets in full
3.1; 3.2; 3.3; 6.1;
6.2; 6.3
3.2; 3.3; 3.5;
5.1; 5.2
Standard 3.3
Human resource management
The service provider develops and supports its workforce,
both paid and voluntary, to ensure the effectiveness of its
services.
Meets objective
5b; 6b
Does not meet
Meets objective
20
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3.1; 3.6; 3.7
Meets in full
4.1; 4.2; 4.3; 4.4
ACT ‘Raising the
Standard’
Meets in full
3.1; 3.2; 3.3
Meets in full
3.2; 3.4; 3.5
Meets in full
3.4
SHS STANDARDS and MAPPING MATRIX|
National Quality Framework for Homelessness Services
Standards Matrix & Costing Project
National Standards
The following matrix contains the sets of standards that SHS may have chosen to use, or that may apply to them because of other sources of funding they receive, or
particular client groups they service.
▪
▪
▪
1 SERVICE DELIVERY
Standard 1.1
Promoting,
upholding and
exercising rights
Standard 1.2
Service access and
equity
Standard 1.3
Decision making and
participation
5
QIC
Community
Services and
Health
Standards
6ISO
Service
Excellence
(ASES)
Certificate
Clients receive services that
promote and uphold their rights
and safety and support them to
effectively exercise those rights.
Meets in full
8.1; 8.2
Meets in full
2.3; 2.4
Meets in
full
5.6; 7.3; 7.5
Meets in full
1.2; 3.1; 3.5;
3.6; 6.4
Clients are provided with fair and
transparent processes ensuring
equity of access for all clients and
identifying and removing barriers for
clients who may experience
disadvantage in accessing the
service.
Clients are actively supported to
make choices and decisions about
their service and to actively
participate as a valued member of
their chosen community.
Meets in full
7.1; 8.1
Meets in full
2.2; 2.4
Does not
meet
Meets in full
3.4; 4.3
‘Meets in full’: the standard addresses the objective and all or most of
the elements of the SHS standard
‘Meets objective’: the standard addresses the objective of the SHS
standard and some of the detail of the elements
‘Does not meet’: the standard does not address the requirements of the
SHS standard, or has insufficient detail in its content outline
5Australian
9001:2008
Quality
Management
Systems
National
Community
Housing
Standards
EQuIP/
ACHS
National
Standards for
Mental Health
Services
Community
Care
Common
Standards
Family
Relationships
Program
Standards
Meets in
full
1.6
Meets in full
1; 2; 4; 6
Meets in full
1; 11; 13; 13
Meets
objective
Meets in full
10.2; 1.3
Meets in
full
1.8; 3.1;
3.2; 3.3;
3.4
Meets in
full
2.1
Meets in
full
3.5
Does not
meet
1.2
Meets in full
8.1
Meets in full
2.2; 2.4; 2.5
Does not
meet
Meets in full
4.1; 4.3
Meets
objective
Meets in full
6
1.1
Meets in full
10; 14
The Australian Service Excellence Standards (ASES) are available nationally as well as being the mandated set of standards for SHS funded by SA Department of Communities and Social Inclusion
6
ISO 9001 is focussed on quality management within the organisation, and refers to ‘products’ rather than services. Where the standard meets an objective, it does so without specific reference to delivery of human services, and
in most instances would require that an assessment has been conducted within the context of SHS Standards requirements, with specific reference to the elements within the SHS Standards, particularly with regard to Standard
1.4 Service Outcomes.
21
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SHS STANDARDS and MAPPING MATRIX|
▪
▪
▪
‘Meets in full’: the standard addresses the objective and all or most of
the elements of the SHS standard
‘Meets objective’: the standard addresses the objective of the SHS
standard and some of the detail of the elements
‘Does not meet’: the standard does not address the requirements of the
SHS standard, or has insufficient detail in its content outline
Standard 1.4 Service
outcomes
Clients are assisted and
supported to achieve positive
outcomes by the development,
delivery and review of quality
programs and services that meet
individual client needs.
National Quality Framework for Homelessness Services
Standards Matrix & Costing Project
5Australian
Service
Excellence
(ASES)
Certificate
Meets
objective
(not specific)
7.1; 8.1
QIC
Community
Services and
Health
Standards
6ISO
9001:2008
Quality
Management
Systems
National
Community
Housing
Standards
EQuIP/
ACHS
National
Standards for
Mental Health
Services
Community
Care
Common
Standards
Family
Relationships
Program
Standards
Meets in full
6; 10
Meets
objective
Meets
objective
2.2; 2.3; 4;
5
4; 13; 14
Meets
objective
Does not
meet
Meets in full
2.1; 2.2; 2.5;
3.3
Meets
objective
Meets
objective
Meets
objective
7.1; 7.2
4.5; 5.4
1.4; 2.3
Meets in full
2.5; 3.3; 3.4
Does not
meet
Meets in full
2.4; 4.1; 4.2
Does not
meet
2 RELATIONSHIPS AND THE SERVICE SYSTEM
Standard 2
Service system
3 ORGANISATIONS
Standard 3.1
Governance
Standard 3.2
Systems
management
22
Outcomes for individuals and
communities are improved by the
service provider working
collaboratively with other service
providers and agencies.
Meets
objective
Meets in full
4; 8; 9
(not specific)
5.1
1.4; 2.5
The governing entity defines clear
goals and purposes for the service
provider, develops strategies to
achieve and monitor the organisation
and is accountable for all its
activities.
Meets in full
1.1; 1.2; 2.1;
2.4
Meets in full
1.1; 1.2; 1.8;
1.9; 3.1; 3.3
Meets in
full
4; 5.5; 5.6;
6.1; 6.3;
7.2; 8.2
Meets in full
5.1; 5.2; 5.3;
5.4; 6.1; 6.2
Meets in
full
2.1; 3.1
Meets
objective
There are effective management
systems and strategies to ensure the
service provider’s goals are met.
Meets in full
2.2; 2.3; 3.1;
3.2
Meets in full
1.2; 1.4; 1.5;
1.6; 1.9
Meets in
full
4.2; 6.3; 8
Meets in full
2; 5.5; 6.1;
6.2; 6.4; 7.4
Meets in
full
2.1; 2.3;
3.3
Does not
meet
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8
Meets in
full
1.1; 1.2;
1.5; 1.6
Meets in full
2; 3
Meets
objective
Meets
objective
1.1;
1.3;1.8
1; 9; 13
SHS STANDARDS and MAPPING MATRIX|
▪
▪
▪
‘Meets in full’: the standard addresses the objective and all or most of
the elements of the SHS standard
‘Meets objective’: the standard addresses the objective of the SHS
standard and some of the detail of the elements
‘Does not meet’: the standard does not address the requirements of the
SHS standard, or has insufficient detail in its content outline
Standard 3.3
Human resource
management
23
The service provider develops and
supports its workforce, both paid and
voluntary, to ensure the effectiveness
of its services.
National Quality Framework for Homelessness Services
Standards Matrix & Costing Project
5Australian
Service
Excellence
(ASES)
Certificate
QIC
Community
Services and
Health
Standards
Meets in full
4.1; 5.2
Meets in full
1.3
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BRADFIELD NYLAND GROUP & BNG NGO SERVICES ONLINE| OCTOBER, 2012
6ISO
9001:2008
Quality
Management
Systems
Meets in
full
6.2; 6.4
National
Community
Housing
Standards
Meets in full
4.3; 6.4; 7.1;
7.2
EQuIP/
ACHS
Meets in
full
2.2
National
Standards for
Mental Health
Services
Community
Care
Common
Standards
Family
Relationships
Program
Standards
Meets
objective
Meets
objective
Meets
objective
8
1.7
5; 6; 7; 8