Quality framework for telephone counselling and internet-based support services

Summary of quality areas and statements

Page last updated: September 2008

  1. Clients. Organisations will demonstrate a client-centred approach to ensure the needs and well-being of clients are the focus for their activities.

  2. Service delivery. Organisations will provide services that are informed by evidence and subject to ongoing review.

  3. Staff. Staff are valued within the organisation and demonstrate competence relevant to the organisation's objectives.

  4. Accountability. Organisations will meet the funding, legal, financial, ethical and professional requirements in delivering core business. Leadership, innovation and governance. Organisations will demonstrate leadership and innovation in response to the changing needs of service users, stakeholders and the broader community.

  5. Systems. The systems (technology platforms) will be accessible, reliable, responsive and secure and use adaptable and compatible technologies.