Quality framework for telephone counselling and internet-based support services

Quality Area 2: Service delivery

Page last updated: September 2008

The organisation will provide services that are informed by evidence and subject to ongoing review.

Supporting standards
Measurable examples or intended actions

Supporting standards

2.1 Service design and delivery will be informed by research evidence and by community needs

Exceeded / Met / Partially met / Not met

2.2 Organisations will develop and implement an access and equity plan to address gender, cultural, socio economic, linguistic and disability needs of clients

Exceeded / Met / Partially met / Not met

2.3 Organisations will have systems in place to ensure all legal requirements can be met

Exceeded / Met / Partially met / Not met

2.4 Organisations will have systems in place to ensure all record keeping requirements are met

Exceeded / Met / Partially met / Not met

2.5 Decision support will be utilised in interactive systems, wherever evidence supports its use

Exceeded / Met / Partially met / Not met

2.6 Organisations will have systems in place to ensure compliance with privacy and other relevant legislation and to meet duty of care obligations

Exceeded / Met / Partially met / Not met

Top of page2.7 Information provided will be assessed against available evidence and where appropriate disclaimers included

Exceeded / Met / Partially met / Not met

2.8 Organisations will have systems in place to ensure industry quality standards are met

Exceeded / Met / Partially met / Not met

2.9 Organisations will have policies and procedures in place to promote the safety of all stakeholders, including staff training in recognition and management of risk

Exceeded / Met / Partially met / Not met

2.10 Organisations will implement a systematic approach to evaluation

Exceeded / Met / Partially met / Not met

2.11 Client input to service planning, delivery and review will be sought

Exceeded / Met / Partially met / Not met

2.12 Organisations will reflect innovative approaches to service delivery

Exceeded / Met / Partially met / Not met

2.13 Organisations will have established links/ communication within its programs or other services to ensure referral/ transition of clients to promote continuity of care

Exceeded / Met / Partially met / Not met

2.14 The dissemination of the outcomes of the evaluation of services will be provided to contribute to the evidence base for all services in the sector

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.