Quality framework for telephone counselling and internet-based support services

Application of this document

Page last updated: September 2008

The Quality Framework covers organisations providing mental health services involving internet-based support and telephone counselling:

Among them are large variations in types of services, organisational structures, underpinning values, technologies used and staffing profiles. The common thread is the commitment to enhancing mental health and well-being for individuals and the community through the application of relevant innovative technologies.

The Quality Framework will assist organisations to:

  • Plan, design, implement and review services against agreed industry standards.
  • Undertake ongoing self-assessment for continuous improvement.
  • Clarify and define expectations of the service for all stakeholders.
  • Set and maintain high standards.
  • Develop and apply quality indicators to performance evaluation of all aspects of the organisation.
  • Enhance sustainability and demonstrate the value of the services to funders and purchasers.
The Quality Framework will have particular value to the sector by assisting organisations to:
  • Identify and apply processes that will improve overall quality.
  • Build the knowledge base and capacity of the sector
  • Inform practice development.
  • Contribute to overall sector growth.
  • Promote innovation in the sector within agreed quality guidelines.
  • Provide benchmarks for evaluating service and sector performance.
  • Increase public awareness and understanding of the value of services provided.
  • Enhance public accountability.