Queensland service providers give their tips and tricks for successfully implementing the Human Services Quality Framework. Speakers in the video are:

  • Nikola Sweet, Silky Oaks Children's Haven
  • Kerrie Lewis, Life Without Barriers
  • Carol Brosi and Linda Harte, Staffing OptionS

Find more information about the HSQF on Community Door.


Nikola: Definitely frame it as positive. I think if we went in with it being like this massive thing that we're dreading and it's negative then I think it would have been really hard to actually get people on board because we've had a lot of people who've been with the organisation for a really long time like this year's our seventy fifth year so we have had people who've been with us for years and it was really hard to go to them and be like we're actually changing a lot is that ok? Bbut it's, it's for good though it's a positive thing let's see it as a chance for improvement.

Kerrie: Talk to people about that it's actually not a scary process it's, it's really a beneficial process and how we can do better as a service and not frame it in that it's an order we need to, to tick a box. Definitely ask lots of questions if you're not sure about something ask because they're, everyone's usually really helpful.

Nikola: That was our process around, you know, let's get as much information as we can - go to a whole bunch of QCOSS HSQF information sessions, let's go to the department, let's ask questions let's go to our JASANZ auditors and let's ask as many questions as we can.

Kerrie: Ask questions around your planning so when you're sitting down doing your planning really look at what would this mean, what locations, what sites, how will interviews work with carers, staff or other stakeholders.

Linda: I think not to be overwhelmed by it, you can get, that can just do your head in basically, but that thing about look very carefully at the headings of the different standards are and just start breaking it down, just go one by one.

Kerrie: Use your guide, also self-assessment as much as possible so that you're checking things and making sure that you're using the resources that are available.

Carol: I think the other thing that Linda did too was prepared herself beforehand by doing that self-assessment tool which was very useful but Linda then also would mark on it what standard it was or whatever so when you're actually sitting in the audit which can be quite stressful cos you're thinking where have I got everything just even having that there and when you'd get to it and they'd be asking you the questions and if you just have that listed is quite useful. That was handy.

Kerrie: The other aspect that we did in terms of preparation was doing what we call awareness sessions with our staff so we developed some resource PowerPoints and because we've got a lot of regional locations as well so getting out to people trying to not make process so scary.

Linda: Whoever is in the organisation who sits with the auditor, it's ok not to know everything, just make sure that the auditor goes to the person who does know so the first standard is finance and admin, management and finance I think it is, so make sure that you send them to the right person in your organisation and prep people up so they know, they are  familiar with that standard so everybody's really just talking about what they do and they are the best people to describe it.

Kerrie: We involved key people in our national organisation as well to have a look at some of the standards particularly around governance and HR and then some focus groups within our state looking at ok how did we meet the standard around individual needs and how are we doing that on a daily basis what processes do we have in place.

Carol: They like to be fed as well.

Linda: They like biscuits, they often like biscuits.

Carol: Nice coffee

Linda: It must come with the territory

Carol: Sandwiches. You know, make sure that they're liking us before they start.


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