Quality framework for telephone counselling and internet-based support services

Quality Area 3: Staff

Page last updated: September 2008

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

Supporting standards
Measurable examples or intended actions

Supporting Standards

3.1 Delivery of services will be provided by qualified, skilled, trained and resourced staff

Exceeded / Met / Partially met / Not met

3.2 Staff will be required to operate ethically and adhere to a defined Code of Conduct

Exceeded / Met / Partially met / Not met

3.3 The organisation will demonstrate a commitment to the recruitment, development and retention of qualified and competent staff

Exceeded / Met / Partially met / Not met

3.4 Staff support structures will be in place including access to supervision, work appraisals, mentoring and ongoing professional development

Exceeded / Met / Partially met / Not met

3.5 Staff have and are aware of, their clearly defined roles and responsibilities against which their work performance is regularly appraised and developed

Exceeded / Met / Partially met / Not met

Top of page3.6 The organisation will promote and demonstrate a commitment to equity and diversity within the workplace

Exceeded / Met / Partially met / Not met

3.7 Staff will be represented and consulted regarding any change processes and organisational agendas

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.