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Quality & Safeguards - HSQF and NQSF

Human Services Quality Framework:

Standard 1 — Governance and Management

Expected outcome: Sound governance and management systems that maximise outcomes for stakeholders.

Context: The organisation maintains accountability to stakeholders through the implementation and maintenance of sound governance and management systems. These systems should reflect the size and structure of the organisation and contribute to maximising outcomes for people using services.

Standard 2 — Service Access

Expected outcome: Sound eligibility, entry and exit processes facilitate access to services on the basis of relative need and available resources.

Context: The organisation makes their services available to their target group in fair, transparent and non-discriminatory ways and people seeking access to services are prioritised and responded to.

Standard 3 — Responding to Individual Need

Expected outcome: The assessed needs of the individual are being appropriately addressed and responded to within resource capability.

Context: The organisation provides appropriate services that are identified/ assessed, planned, monitored, reviewed and delivered in collaboration with the person using the service, their representative and/or relevant stakeholders. The organisation uses referral pathways and partnerships to promote integrated service provision.

Standard 4 — Safety, Wellbeing and Rights

Expected outcome: The safety, wellbeing and human and legal rights of people using services are protected and promoted.

Context: The organisation upholds the legal and human rights of people using services. This includes people’s right to receive services that protect and promote their safety and wellbeing, participation and choice.

Standard 5 — Feedback, Complaints and Appeals

Expected outcome: Effective feedback, complaints and appeals processes that lead to improvements in service delivery

Context: The organisation listens to people and takes on feedback as a source of ideas for improving services and other activities. It includes the way the organisation responds to complaints from people using services and their right to have complaints fairly assessed and acted upon.

Standard 6 — Human Resources

Expected outcome: Effective human resource management systems, including recruitment, induction and supervisory processes, result in quality service provision.

Context: The organisation has human resource management systems that ensure people working in services (including carers and volunteers) are recruited appropriately and are suitable for their roles within the organisation. Once appointed, people working in the organisation have access to support, supervision, opportunities for training and development and grievance processes.

Workplace Health and Safety

Community Lifestyles Agency Inc. is committed to providing a safe and healthy work environment for its employees, volunteers, contractors and Service users. In accordance with the Workplace Health and Safety Act Qld 2011 legislation. This commitment extends to ensuring a safe and healthy living environment for Service Users, their advocates and family members and meeting moral and legal responsibilities toward our local community.

Each employee is responsible, as a condition of employment, for observing safety rules and policies and taking care in the performance of their duties. Please notify your Line Manager of any matter affecting safety or any potential safety hazard; reporting is through Supportability.

Employers Duties

As an Employer, under the Workplace Health and Safety Act Qld 2011, Community Lifestyles Agency Inc. is required to provide and maintain, so far as practicable, a work environment that is safe and without risk to health.


Specific duties include:

· Provide and maintain safe plant and systems of work;

· Arrange safe systems of work in connection with plants and substances;

· Provide a safe working environment;

· Provide adequate welfare facilities;

· Provide information, instruction, training and supervision to enable employees to work safely;

· Monitor the health and wellbeing of employees;

· Keep information and records;

· Engage or employ suitable people to provide advice on health and safety in the workplace;

· Monitor conditions at the workplace; and

· Provide information to employees (in various communication styles)


While at work, employees must:

· Take reasonable care for their own health and safety and for the health and safety of anyone else who may be affected by their acts or omissions;

· Cooperate with their employer on any actions taken to comply with the requirements of the Workplace Health & Safety Act Qld 2011; and

· Follow incident policies and procedures.


Team members shall follow all Health and Safety Policies and Procedures when working on or offsite. Staff shall report all observed potential or actual hazards to the direct Line Manager and document on appropriate forms or systems.


When an injury or near miss occurs at work your Line Manager needs to be informed as soon as possible and practicable. An investigation into the incident may occur and the necessary process or processes put into place to address the issues.


Team Members must not:

· Wilfully or recklessly interfere with or misuse any safety equipment provided for their use; and

· Wilfully put at risk the health and safety of others in the workplace.


Injuries at Work

If you suffer an injury arising out of or in the course of employment, you may be covered by Workers Compensation. You should report the injury to your Line Manager immediately and complete the appropriate incident forms as directed by your Line Manager. If it is a WorkCover incident you may also be required to complete a WorkCover Form.


National Quality & Safeguarding Framework 

Principles of the Framework

The following principles underline the Framework:

• Human rights: Measures within the Framework are designed to uphold and respect the human rights of people with disability.
• Choice and control: Developmental measures within the Framework are designed to empower and support people with disability to make informed decisions about providers and supports.
• National consistency: The Framework is designed to ensure that people with disability have the same protection, regardless of where they live in Australia.
• Proportionality: The regulatory requirements for workers and providers are tiered to ensure regulation is proportionate to the level of risk associated with the type of support offered and the needs of the participants supported.
• Presumption of capacity: The Framework, like the NDIS, starts from the presumption that all people with disability have the capacity to make decisions and exercise choice and control.
• Minimisation of red tape: The Framework streamlines requirements so the system is easier for people with disability to navigate and red tape is reduced for providers.
• Efficiency and effectiveness: The Framework is designed to support the development of an efficient and effective NDIS market.
The Framework consists of measures targeted at individuals, the workforce and providers within developmental, preventative and corrective domains.

Developmental measures help to strengthen the capability of people with disability, disability workers and suppliers of supports under the NDIS.

The preventative and corrective measures help to ensure appropriate responses to issues that arise, as well as identifying opportunities to prevent them in future, either through a regulatory response, or through education and capacity building.

How will the Framework be implemented?

The Commonwealth will be responsible for the following new national functions:

• provider registration including quality assurance;
• a complaint handling system;
• serious incident notification;
• restrictive practice oversight; and
• investigation and enforcement.
Worker screening will be collaboratively implemented with the states and territories. State and territory worker screening units will be responsible for worker screening checks in their own jurisdictions. The Commonwealth will have responsibility for working with all governments to develop national policy and standards to be implemented.

An NDIS senior practitioner will provide clinical leadership in positive behaviour support, and reducing and eliminating the use of restrictive practices in the NDIS. States and territories remain responsible for the authorisation of restrictive practices in their jurisdiction.

The Framework also encompasses functions such as:

• advocacy services which will be funded outside of the NDIS through government funded programs such as the National Disability Advocacy Program;
• systems for detecting fraud and related issues associated with the responsibility for paying providers and verifying that supports have been delivered which will remain the responsibility of the National Disability Insurance Agency (NDIA);
• complaints about the NDIA, or NDIA-funded local area coordinators, which will be addressed through existing measures;
• universal complaints and redress mechanisms —including Fair Trading, professional and industry bodies —which will continue to be available to participants; and
• anti-discrimination and human rights legislation overseen by the Disability Discrimination and Human Rights Commissioners, which will provide additional avenues for raising a complaint.
When will the Framework be in place?

The national quality and safeguarding arrangements will be in place for NDIS full scheme.

What happens during the transition period?

Until the Framework is implemented, states, territories and the Commonwealth remain responsible for quality and safeguarding arrangements, including managing complaints and feedback, along with the NDIA.

More information

The Framework is available in full on the DSS website at https://www.dss.gov.au/ndisqualitysafeguards

For information on participant support refer to the Participant Factsheet.

For information on provider support and regulation refer to the Provider Factsheet.

For more information on the NDIS Quality and Safeguarding Framework you can email ndisqualitysafeguards@dss.gov.au

For more information about the NDIS visit www.ndis.gov.au