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The Human Services Quality Framework

HSQF bookletThe Human Services Quality Framework (HSQF) is the Department of Communities, Child Safety and Disability Services’ 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 people using services. 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 (assessment occurs at organisation level across all in-scope services)
  • A continuous improvement framework, which supports the participation of customers in quality improvement.

The department is rolling out the HSQF in planned phases. Phase 2 implementation to organisations funded to deliver child and family support services and community services is currently underway in 2016/17.

The HSQF is designed to increase administrative efficiency and enable service providers to focus their resources on service provision and continued quality improvements. Its key aims include increasing consistency in service quality and ensuring public confidence in service delivery.

There are many resources and materials available to organisations to assist in the understanding and implemnetation of the HSQF. Community Door is your gateway to this information. You can also access a free eTraining course specifically designed and developed to assist service providers to meet the requirements of the HSQF. This course is based around the HSQF Quality Pathway training sessions delivered by QCOSS across Queensland in late 2015.

QCOSS asked Queensland service providers about their experience of the HSQF.

Alisa Hall from Sandbag discusses the impact of the HSQF on their organisation and how they have made it work for them.

Darcy Cavanagh from Refocus Inc talks about how the HSQF helps to bring a new and fresh perspective to the way they do business.

Additional resources

Hear from Queensland service providers about their initial thoughts of the HSQF and how they found the process in reality.

Service providers talk about how the audit process for the HSQF unfolded for their organisation.

Carol Brosi and Linda Harte from Staffing OptionS talk about their approach to the HSQF standards, and how you can apply this within your organisation.

Listen to some of the tips and tricks used by Queensland service providers to successfully implement the HSQF. 

Rachel Drew, Director of Mamre, shares her experiences in preparing for and going through the HSQF audit process.