The New Zealand Human Services Quality Framework - ISO9002:2008 to 2012

Transcription

1 HUMAN SERVICES QUALITY FRAMEWORK STANDARDS - POLICIES DOCUMENT Q:/1 DATE REVEIWED: REFERENCE: GOVERNANCE AND August 2014 MANAGEMENT POLICY AUTHORISATION: STANDARD REFERENCE: NEXT REVIEW DATE: Management Committee HSQF: 1. KPI: 1.1/ 1.2/ 1.3/ 1.4/ 1.5/ August / 1.7 Management Committee Meeting: Fourth Wednesday Monthly HUMAN SERVICES QUALITY FRAMEWORK STANDARD 1: GOVERNANCE AND MANAGEMENT ISO ; 7.4; 7.6; Sound governance and management systems that maximize outcomes for stakeholders. 1. PURPOSE Community Lifestyle Support Inc. s Governance and Management Policy aims to ensure that sound governance and management systems are used to maximize outcomes for stakeholders. The policy seeks to implement the requirements of Human Services Quality Framework Standard 1 Governance and Management and to enhance the implementation of all the remaining Human Services Quality Standards 1-6 being: 2. Service Access, 3. Responding to Individual Needs, 4. Safety, Well-being and Rights, 5. Feedback, Complaints and Appeals, 6. Human Resources. The policy also enhances the implementation of operations corresponding to activities described in ISO9002:2008, Management Responsibility, Resource Management and Measurement, Analysis and Improvement. 2. SCOPE Community Lifestyle Support Inc. s Governance and Management Policy applies to Community Lifestyle Support Inc. s Management Committee and their governing processes and all management systems and practices within Community Lifestyle Support. - 1

2 3. POLICY STATEMENT Community Lifestyle Support Inc. The Management Committee of Community Lifestyle Support Inc. is committed to ensuring that the organisation s governance, management systems and practices are accountable and aligned to legislative requirements. The Management Committee will ensure that the a sound and robust management system, based on the Human Services Quality Framework Standards and with regard to ISO9002:2008 is established, implemented and maintained at all times for the benefit of all service users and stakeholders. The Management Committee will ensure that adequate resources are provided to ensure high standards of service performance and delivery to all service users and stakeholders. The Management Committee will ensure that information and data relating to governance, service management systems and practices is collected and reviewed as part of the service planning and continuous improvement process. The Management Committee is committed to the safety and wellbeing of all individuals who use our services, ensuring our services are provided within a safe and supportive environment. 4. RESPONSIBILITIES 4.1 Management Committee The Management Committee will review this policy on an annual basis and will ensure that: Governance structure, values, strategies, objectives and practices demonstrate effective compliance with all relevant legislative, financial, administrative, service performance and delivery requirements. The organisation demonstrates effective compliance with human resource management systems and practices that includes, but may not be limited to, relevant industrial relations and workplace health and safety legislation, agreements and awards. - 2

3 The organisation s information management system for documents and records in both electronic and hard copy form is established, implemented and maintained in a manner that meets legislative and Australian Standards requirements. The organisation s health and safety system is established, implemented and maintained in a manner which meets legislative requirements including ensuring that as officers under the Work Health & Safety Act 2011, members of the Management Committee exercise due diligence to ensure that the organisation meets its health and safety obligations. Members of the Management Committee must be proactive in ensuring that the organisation complies with its duties. In demonstrating due diligence, the Management Committee must show that they have taken reasonable steps to complete all of the following: acquire and keep an up-to-date knowledge of health and safety matters gain an understanding of hazards and risks associated with the company s operations ensure appropriate resources are available to eliminate or minimise risks from work carried out ensure appropriate processes for obtaining information about incidents, hazards and risks, and responding to them ensure processes for complying with duties are implemented, e.g. reporting, consultation arrangements, training and instruction Verify the provision and use of resources for the matters listed above. The organisation demonstrates effective service compliance, performance and delivery outcomes based on decisions from internal monitoring, review and assessment practices. The organisation demonstrates effective service performance and delivery through a continuous improvement model. Effectiveness of Governance and Management procedures are monitored through established reporting and monitoring systems. Resources remain appropriate to implement, maintain and improve systems fostering privacy, dignity and confidentiality. - 3

4 4.2 General Manager The General Manager has a delegated responsibility for ensuring: Customer requirements are identified, met and satisfaction enhanced Statutory and regulatory requirements are met Quality Policies and Objectives are established and processes are established for quality management system monitoring, review and improvement Management reviews Resources are available to improve systems Service management procedures and work practices are effectively implemented Management Committee is informed of any changes or potential risks that may affect the organisation s capacity to comply the Human Services Quality Framework Standards As a Worker under the Work Health & Safety Act 2011, that he/she: takes reasonable care of own health and safety takes reasonable care that conduct does not adversely affect others complies, so far as she/he is reasonably able with instruction Cooperates with reasonable notified policies or procedures. Management Committee is regularly updated on the Service management and operations Responsibilities and delegated authorities are defined and communicated within the organisation Appropriate communication processes are established and that communication, including feedback from the Management Committee, takes place regarding the effectiveness of the quality system 4.3 Quality Manager The Quality Manager has delegated responsibility for ensuring: Processes needed for the quality management system are established, implemented and maintained Reporting to General Manager on the performance of the quality management system, using data to verify this performance Reporting on, and supporting any need for improvement in the quality management system Promoting the awareness of customer requirements throughout the organisation - 4

5 Service Management procedures are followed Liaising with external parties on matters relating to the quality management As a Worker under the Work health & Safety Act 2011, that he/she: takes reasonable care of own health and safety takes reasonable care that conduct does not adversely affect others complies, so far as she/he is reasonably able with instruction cooperates with reasonable notified policies or procedures 6. RELATED DOCUMENTS Policies Procedures Forms Legislation / Statutory Requirements All Policies All Procedures See relevant procedure Refer Q:\G:\CLS Policies and Procedures\Legislative and Statutory Requirements List - 5