Skip links and keyboard navigation

Skip to primary navigation | Skip to secondary navigation | Skip to content | Skip to content | Skip to footer | Use tab and cursor keys to move around the page (more information)
Skip Navigation LinksDepartment of Housing and Public Works > Housing > Homelessness > Human Services Quality Framework

 Human Services Quality Framework

Overview

The Human Services Quality Framework (HSQF) is the Department of Communities, Child Safety and Disability Services' (DCCSDS) system for assessing and promoting improvement in the quality of human services delivered with department investment.

The HSQF was developed in collaboration with the non-government sector to reduce duplication and red tape while maintaining important safeguards for customers. It incorporates:

  • a set of quality standards, known as the Human Services Quality Standards which cover the core elements of human service delivery
  • an assessment process to measure the performance of service providers against the standards
  • a continuous improvement framework, which supports the participation of customers in quality improvement.

Although the HSQF is a DCCSDS framework, the Department of Housing and Public Works (the department) considers the Human Services Quality Standards within the HSQF relevant to Specialist Homelessness Services (SHS) providers given they operate within the human services stream. The HSQF offers an opportunity for SHS providers to review existing policies, procedures and practices and make improvements where necessary to ensure quality service delivery and client outcomes.

Demonstrating compliance with the HSQF

Under new service agreements, SHS providers are required to demonstrate compliance with the Human Services Quality Standards in one of the following ways:

  • For providers that are in scope for certification with DCCSDS (for DCCSDS funded services) - you only need to provide the department with a copy of this certification.
  • For providers that are required to undertake a self-assessment with DCCSDS (for DCCSDS funded services), there is no need to complete a new/additional self-assessments. Providers just need to provide a copy of the DCCSDS self-assessment to DHPW. The department acknowledges that this self-assessment is not specific to providers housing services.
  • For providers that are not in scope for certification or self-assessment with DCCSDS, they will be required to complete a self-assessment – for their housing services only - against the Human Services Quality Standards within the HSQF and submit to DHPW within 18 months after the service agreement commences. These providers will also be required to develop a continuous improvement plan based on the self-assessment and submit to DHPW within 12 months of completing the self-assessment.

For those providers that are in scope for certification or self-assessment with DCCSDS, please refer to the DCCSDS website for advice about the HSQF and relevant requirements: www.communities.qld.gov.au/hsqf/. These providers should also note that certification with DCCSDS applies to your DCCSDS funded services only. You are not required to include your SHS funded services your audit. If you do include SHS funded services in this process, there may be an increase in costs for the certification process.

Self-assessment and Continuous Improvement Plan

Self-assessment provides an opportunity for providers to review performance against the Human Services Quality Standards and to identify which processes are working well and which may need further development or improvement. It provides vital information to help providers develop a continuous improvement plan to guide service improvements. 

Providers are required to undertake a self-assessment using the self-assessment template to rate their performance against the standards. For any areas identified that require improvement, providers are required to prepare a continuous improvement plan detailing how they will address improvements required.

Resources

Human Services Quality Framework fact sheet (PDF, 184KB)

Human Services Quality Framework (PDF, 424KB) – provides an overview of the framework, underlying principles and intended benefits and demonstration of compliance.

Human Services Quality Standards  (please refer to the Human Services Quality Framework) – detailing the six standards and associated indicators

Human Services Quality Framework User Guide (PDF, 757KB) – a guide which explains each standard in detail and outlines evidence requirements. This document has been modified from the DCCSDS version to ensure its applicability to SHS providers required to complete a self-assessment for the department. Providers that are in scope for certification or self-assessment with DCCSDS should refer to the resources available on the DCCSDS website at www.communities.qld.gov.au/hsqf/

Human Services Quality Framework: Self-assessment and Continuous Improvement Guide (PDF, 581KB)  – information to assist service providers to self-assess against the standards. This document has been modified from the DCCSDS version of the document to ensure its applicability to SHS providers required to complete a self-assessment for the department. Providers that are in scope for certification or self-assessment with DCCSDS should refer to and use the resources available on the DCCSDS website at www.communities.qld.gov.au/hsqf/

Human Services Quality Framework: Self-assessment Workbook (PDF, 872KB) – tool for reviewing processes and practices against the standards. This document has been modified from the DCCSDS version to ensure its applicability to SHS providers required to complete a self-assessment for the department. Providers that are in scope for certification or self-assessment with DCCSDS should refer to and use the resources available on the DCCSDS website at www.communities.qld.gov.au/hsqf/

Human Services Quality Framework: Continuous Improvement Plan Template  (PDF, 576KB)– a template to record and monitor actions for improvement based on the self-assessment. This document has been modified from the DCCSDS version to ensure its applicability to SHS providers required to complete a self-assessment for the department. Providers that are in scope for certification or self-assessment with DCCSDS should refer to the resources available on the DCCSDS website at www.communities.qld.gov.au/hsqf/

Contact

Further queries should be directed to your Contract Manager.

Region

Phone

Email

Brisbane North Coast Region

3896 9977

HSODCMBrisbaneNorthCoast@hpw.qld.gov.au

 

Central Region

4938 4880

HSCDMODCMCentralRegion@hpw.qld.gov.au

 

Northern Region

4036 5538

HSMailboxODCMNorthern@hpw.qld.gov.au

 

Southern Region

3437 6047

HSODCMSouthern@hpw.qld.gov.au

 

Providers required to obtain certification or complete self-assessment under the HSQF with DCCSDS (for DCCSDS funded services) should refer to the information available on the DCCSDS website at www.communities.qld.gov.au/hsqf or contact: 

HSQF Team

Department of Communities, Child Safety and Disability Services
Telephone: 1800 034 022
Email: hsqf@communities.qld.gov.au
Website: http://www.communities.qld.gov.au/hsqf

 



Last updated 20 October 2015    Creative Commons Attribution 4.0 International (CC BY 4.0)


Copyright |  Disclaimer |  Privacy |  Right to information |  Accessibility |  Jobs in Queensland |  Other languages

© The State of Queensland – Department of Housing and Public Works 2009–2017

Queensland Government