Practice Requirement 1: Each person receives quality services which are effectively and efficiently governed.

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1 Policy Number: FL 6.5 NSW Disability Services Standards Family Link Care & Support Service Inc Standard 6: Service Management Policy Name: 6.5 Quality Management Policy STANDARD 6: Service Management Service providers are well managed and have strong governance to deliver positive outcomes for the people they support. Standards in Action, Ageing, Disability and Home Care, Dept Family and Community Services Practice Requirement 1: Each person receives quality services which are effectively and efficiently governed. 1. Policy Principles 1.1 Family Link Care and Support Service Inc. will adopt a continuous improvement approach to Quality Management to enable the organisation to constantly and continuously review its performance in the delivery of disability services against the practice requirements of the NSW Disability Services Standards (2011) 1.2 Family Link Care and Support Service Inc. recognises that a Continuous Improvement approach to Quality Management will enable the organisation to better accommodate change and continually develop service quality that is of value to all its clients. 1.3 Family Link Care and Support Service Inc. will actively adopt processes that encourage and achieve continuous improvement as a systematic effort to improve the organisation s performance against the attributes of quality most important to clients, employees, committee members, funding bodies and the community as set out in the NSW Disability Services Standards (DSS). 1.4 Family Link acknowledges the role of third party verification in which the organisation must demonstrate its compliance with the NSW DSS and that it fulfills the quality and reporting requirements in the Funding Agreement and will undertake all necessary actions to ensure that compliance. 1.5 Family Link recognises that Quality Management operates at two levels: 1. At service provider level where improvements are sought in processes and practices at the service; 2. At industry level where improvements are sought across the sector.

2 2 2. Quality Management System 2.1 The Family Link Quality Management System will be based on a continuous improvement cycle of: self-assessment and review of practices and systems; systematically seeking feedback from stakeholders; review and evaluation of findings; identification of, and planning for, improvements; and, implementing improvements. Implement improvements Self Assessment & review to the KPIs Plan improvement strategies & set new outcome targets Client feedback to measure outcomes to the KPIs Review findings and identify improvements 2.2 Family Link Care and Support Service Inc. will adopt the 18 Key Performance Indicators (KPIs) developed by Ageing, Disability and Home Care, Department of Family and Community Services NSW to measure performance against the practice requirements of the NSW Disability Services Standards. 2.3 Family Link recognises that the 18 KPIs, if adopted across NSW, will provide a consistent framework for ADHC for capturing and measuring performance across all disability services in NSW therefore making it easier for service users, and potential service users, to make informed decisions when choosing a provider or providers. 2.4 Quality Management within Family Link is the responsibility of all personnel including the governance committee, management and all employees. 2.5 Family Link will develop strategies to involve clients, i.e. people with a disability and their representatives, in the self-assessment processes.

3 3 3. The Key Performance Indicators (KPIs) 3.1 ADHC developed the 18 KPIs to align with the six standards and the practice requirements for each standard. There are two types of KPI each requiring different types of information in order for Family Link to undertake self assessment as part of the Continuous Improvement process. 1. Evidence of Family Link systems and Processes to support service delivery and meet the standards. 2. Measures of Outcomes. 3.2 Evidence will include: Policies that describe what Family Link intends to do. Procedures/ work instructions / protocols that tell Family Link personnel how to implement policies. Information provided to clients e.g. brochures, Client Handbooks, websites, social media; Records that show procedures are being implemented e.g. Assessment Records, Client Care Plans with Personal goals and review Dates, Staff Training Register, Accident/Incident Reporting register; Feedback from Clients including surveys, records of informal feedback, records of complaints, feedback in relation to specific programs and/or activities; Evidence of Administrative Practices e.g. Family Link Strategic and Business Plans, client record systems including record capture and security; Continuous Improvement activity records including Minutes of all meetings where any aspect of continuous improvement is discussed such as Committee, Staff, Policy implementation and review, Workplace Health and Safety, Continuous Improvement. 3.3 Outcomes will be designed by Family Link to capture and measure information about people s experiences of Family Link in a range of areas. People will include clients, families, staff, managing committee, community members and others as identified by Family Link. Outcomes will be designed to measure client satisfaction in all areas of service delivery such as satisfaction with: information and service delivery; participation in the community; achieving goals; complaints processes. Outcomes will be designed to measure organisational outcomes such as: governance; administration; staffing processes; and, continuous improvement.

4 4 NSW Disability Services Standards 2011 Standard Practice Requirements 1. Rights 1.1 Each person is aware of their rights and can expect to have them respected. 1.2 Service providers are to uphold and promote the legal and human rights of each person. 2. Participation and 2.1 Each person is actively encouraged and supported to Inclusion participate in their community in ways that are important to them. 2.2 Service providers develop connections with the community to promote opportunities for active and meaningful participation. 3. Individual outcomes 3.1 Service providers maximize person centred decision making. 3.2 Service providers undertake person centred approaches to planning to enable each person to achieve their individual outcomes. 4. Feedback and 4.1 Each person is treated fairly by the service provider when complaints making a complaint. 4.2 Each person is provided with information and support to make a complaint. 4.3 Each service provider has the capacity and capability to handle and manage complaints. 5. Service access 5.1 Service providers make information available about their service. 5.2 Service providers have clearly defined processes to access their services. 5.3 Service providers work with other organisations to increase each person s support options. 6. Service management 6.1 Each person receives quality services that are well managed and delivered by staff with the right values, attitudes, goals and experience. 6.2 Each person receives quality services which are effectively and efficiently governed.

5 Attachment Two: KPIS to measure performance against the NSW DSS NSW DSS THE QUALITY FRAMEWORK KPIs Standard 1 KPI 1. Proportion of individuals who KPI 2. The service provider has policies, KPI 3. Proportion of individuals who Rights express that the service provider promotes procedures and information material that express that they are supported to the rights of individuals. promotes the rights of individuals. exercise their rights all the time. Standard 2 KPI 4. The service provider has programs KPI 5. Proportion of individuals who KPI 6. Proportion of individuals who Participation and and strategies that promote and build express that the service provider express that they are satisfied with their Inclusion community participation and engagement promotes and encourages participation level of community participation and opportunities and create and develop and inclusion in the community and inclusion. community networks. works with individuals to create opportunities for building community networks that are aligned to their personal goals. Standard 3 KPI 7. Proportion of individuals who feel KPI 8. Proportion of individuals who KPI 9. Proportion of individuals who Individual outcomes that the service provider encourages them express that the service provider adopts a have an individual plan that reflects to set goals that align with their personal person centred approach in service their current goals and aspirations and needs and whole of term aspirational goals delivery, and assists the individual to express that they are working towards and assists in identifying opportunities in achieve their personal goals which achieving those goals. the planning process to meet those goals. includes encouraging the involvement of families, friends and advocates in line with the wishes and consent of the individual.

6 6 NSW DSS THE QUALITY FRAMEWORK KPIs Standard 4 KPI 10. The service provider has KPI 11. Proportion of individuals that KPI 12. Proportion of individuals who Feedback and accessible complaints mechanisms and demonstrate understanding of the express that their complaint was complaints record keeping systems in place to deal complaints procedure and express that addressed effectively in any complaints with complaints in a timely and effective they would make a complaints in and process they were involved in (as a manner. when the need arises. portion of those participants who had participated in any complaints process). Standard 5 KPI 13. The service provider provides KPI 14. Proportion of individuals who KPI 15. Proportion of individuals who Service Access accessible information to inform express that they are informed of and express that they receive access to individuals, of the types and quality of understand the range of services and services and supports that met their services and supports that are available supports that are available to them to individual needs (or were otherwise and how individuals can access and exit meet their individual needs and goals and provided with referral services and services. are supported in making choices. supported through the referral process). Standard 6 KPI 16. The service provider has good KPI 17. Proportion of individuals who KPI 18. Proportion of individuals who Service Management governance, management and quality express that they receive quality services report that the service provider is processes in place which includes and supports. continuously requesting and analyzing stakeholder consultation and formal feedback and collaborating with continuous improvement strategy across individuals and stakeholders to Improve all aspects of service delivery. the services and supports. Source: Key Performance Indicator (KPI) Guide Measuring performance against the NSW Disability Services Standards (1 st Ed: November 2012) NSW Department of Ageing, Disability & Home Care: Ageing, Disability and Home Care - Level 5, 83 Clarence Street, Sydney NSW 2000 Ph

7 7 NOTE: This Continuous Improvement Policy is to be read and used in conjunction with the following ADHC publications: 1. Standards in Action Practice requirements and guidelines for services funded under the Disability Services Act (2 nd Ed. February 2011) 2. Quality Policy for ADHC funded services (Version 1.2, November 2012) 3. Key Performance indicator (KPI) Guide Measuring performance against the NSW Disability Services Standards (1 st. Ed. November 2012) Written and Published by: Ageing, Disability and Home Care NSW Department of Family and Community Services Level 5, 83 Clarence Street SYDNEY NSW 2000 Phone Effective Date: March 2013 Due for Review: March 2015 Distribution: (Policy Manual) Senior staff & Management Committee

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