Quality framework for telephone counselling and internet-based support services

Quality framework components

Page last updated: September 2008

Aim of the quality framework

The quality framework aims to promote development and delivery of high-quality services by all providers within the sector, by assisting them to develop and apply quality indicators to performance evaluation of all their activities. It will also assist the sector to build its the knowledge base and capacity and provide benchmarks for evaluating service and sector performance.

Principles underpinning the quality framework

Embedded in the quality framework is the understanding that all services will be:
  • responsive to client needs
  • holistic
  • ethical
  • beneficial to service users and do no harm
  • respectful and empathic to clients
  • inclusive and equitable
  • evidence based.