Queensland service providers talk about how their ideas of the Human Services Quality Framework prior to undertaking an audit, and how they found the process in reality.

Speakers in the video are:

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

Find more information about the HSQF on Community Door.


Nikola: Hi my name's Nikola Sweet I'm from Silky Oaks Children's Haven. I'm the Communications and Compliance Officer.

Carol: My name's Carol I'm from an organisation called Staffing Options and I'm the Managing Director. And this is Linda, Linda Harte who is the Manager for Projects and has been in charge of managing and coordinating our audits.

Kerrie: I'm Kerrie Lewis I'm the State Quality Manager for Life Without Barriers in Queensland and Northern Territory.

On screen: What were your initial impressions of the HSQF?

Linda: Well we were I think pretty angry that we had to go through the audit. It felt like a huge amount of work on top of what we were already doing and we were fearful that the auditors would come in and shred you that it was all about criticism and pulling everything apart.

Nikola: We were like this is going to be a lot of work, we're dreading this a bit.

Kerrie: There was a bit of nervousness or anticipation about what does this mean. What does it mean for workers? What does it mean for our clients? What does it mean for us as an organisation? And how will these new common standards work?

Carol: We did find it quite overwhelming. Like the amount of work was quite huge and even though we had our own policies and procedure manual, we had all the processes in place it just seemed there was a whole other layer of stuff we thought we had to be doing.

Nikola: Obviously everyone's a bit averse to change so we were facing that as well. So we were a bit like, how are people going to take this? How are people going to move with this change?

Kerrie: Yes we were thinking that there is going to be benefits but we were also wondering what will that, what will that mean once we actually get into doing the common standards.

Carol: We're a great organisation, we have great people that we work for. We've got great people that work within us and we were just thinking gosh doesn't it just say everything you know can't you just go and ask people you know instead of having to do all this paperwork to, you know.. How can a form show that we're doing our job well?

On screen: Did your opinion change after implementing the HSQF?

Carol: Once we put it back into perspective and then started thinking about us and what was real for us… It was still a lot of work initially but it wasn't so daunting and we sort of then just concentrated on what we had.

Kerrie: The continuous improvement aspect is really beneficial and allows you to look at how are we meeting the needs of the people that are coming to our service and giving them really good care and support and what's the quality of the service like.

Nikola: It has cleared up all our processes and it's actually given us a chance to really take a step back and go 'Does that actually work?' Like question our practices and improve on our practices so I think that's one thing that I've been really thankful for in this whole process is that we've been able to really reflect on what we do.

Kerrie: You are I think more focused, you're really having the opportunity to reflect on your practice and to reflect on, are you really continuously improving as an organisation.

Carol: They just make you look at what you're doing and they make you review and that has been great for us. It's been really good for us so what we initially thought was just going to be a bit of a time waster and make us create stuff that was just not necessary it's actually turned into being...

Linda: It's one of the best things that's happened.

Carol: It's been very useful, it's been great.



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