Quality framework for telephone counselling and internet-based support services

Quality Area 5: Leadership, innovation and governance

Page last updated: September 2008

Organisations will apply good governance practices and support, leadership and innovation in response to the changing needs of service users, stakeholders and the broader community.

Supporting standards
Measurable examples or intended actions

Supporting standards

5.1 Organisations will engage in activities that promote acceptance of its client group within the broader community, to help reduce stigma associated with mental illness and improve mental health and well being

Exceeded / Met / Partially met / Not met

5.2 Planning, implementation and review of strategic directions is inclusive of internal and external stakeholders

Exceeded / Met / Partially met / Not met

5.3 Organisations will involve clients and carers in service planning, development and delivery

Exceeded / Met / Partially met / Not met

5.4 Organisational culture and practices, are consistent with continuing improvement and are accountable to both evidence based practice and stakeholder feedback

Exceeded / Met / Partially met / Not met

5.5 Effective communication systems are utilised to enable internal and external stakeholder reporting

Exceeded / Met / Partially met / Not met

Top of page5.6 Processes are in place for identifying and responding to changing external environment factors

Exceeded / Met / Partially met / Not met

5.7 The organisation has a service delivery evaluation strategy in place and demonstrates a commitment to act on the results of evaluation

Exceeded / Met / Partially met / Not met

5.8 The organisation will have in place governance structures appropriate to their size and service delivery

Exceeded / Met / Partially met / Not met

5.9 The organisation will develop strategic directions and implementation strategies and articulate these to their stakeholders

Exceeded / Met / Partially met / Not met

5.10 The organisation will collect, examine and respond to performance data with respect to meeting its strategic directions

Exceeded / Met / Partially met / Not met

5.11 The organisation has in place structures and procedures to support compliance with relevant legislation and financial obligations including good accounting and risk management strategies

Exceeded / Met / Partially met / Not met

This standard is:

Met / Not yet met / Not applicable

Measurable examples or intended actions

Please provide measurable examples of quality practices (qualitative/quantitative) to support the overall assessment, or describe intended actions that will contribute to the Quality principle being met.