SPECIALIST HOMELESSNESS SERVICES STANDARDS MAPPING MATRIX

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SHS STANDARDS and MAPPING MATRIX
|

National Quality Framework for Homelessness Services

Standards Matrix & Costing
Project



BREAKING NEW GROUND | ABN 41 948 817 923

BRADFIELD NYLAND GROUP & BNG NGO SERVICES ONLINE|
OCTOBER
, 2012









SPECIALIST HOMELESSNESS
SERVICES


STANDARDS MAPPING MATRIX





SHS STANDARDS and MAPPING MATRIX
|

National Quality Framework for Homelessness Services

Standards Matrix & Costing
Project


1

BREAKING NEW GROUND | ABN 41 948
817 923

BRADFIELD NYLAND GROUP & BNG NGO SERVICES ONLINE|
OCTOBER
, 2012





Context:
The National Quality Framework (NQF) for Homelessness Services


The development of a
minimum set

of quality
requirements

for Specialist Homelessness Services (SHS) is one
of the three
fundamental elements

of
the National Quality Framework
(NQF) for Homelessness Services
.
Together with

a nationally agreed


Homelessness Charter
’ and a nationally consistent approach to providing
a
complaints

mechanism to services users and other stakeholders, quality requirements will form the
building blocks of the NQF.


The NQF

aims to
provide a level of national consistency in

the quality of s
ervice delivery,
improving the
quality and integration of services
provided
and the outcomes and life opportunities for those experiencing
or at risk of homelessness.


The development of a minimum set of quality requirements has involved two components:



t
he development of the content of the requirements (‘standards’)



t
he establishment of a
minimum

assessment model for the
standards


The four key principles
that have

underpin
ned

the development and implementation of a National Quality
Framework

have been applied to this process:



Principle 1: Services and governments will work together to develop a national quality framework and
accept joint responsibility for quality service provision.



Principle 2: Minimising red tape will be a key consideratio
n in the development of a national quality
framework.



Principle 3: A national quality framework will build on and add value to existing quality systems.



Principle 4: There will be a supportive and enabling approach to implementation.



Recognition of stan
dards


In line with Principles 2 and 3 in particular, the Specialist Homelessness Services Standards (SHS Standards)
are not intended to become an additional set of standards but to provide a framework for recognition in
situations where a service provider can de
monstrate that it already complies with a comparable set of
standards.


The SHS Standards have been mapped to a number of existing commonly used sets of standards, including
the set of standards in each State or Territory that currently accompanies funding agreements for SHS. This
mapping provides a guide
on

the extent to whic
h these standards already meet the requirements of the SHS
Standards.




SHS STANDARDS and MAPPING MATRIX
|

National Quality Framework for Homelessness Services

Standards Matrix & Costing
Project


2

BREAKING NEW GROUND | ABN 41 948
817 923

BRADFIELD NYLAND GROUP & BNG NGO SERVICES ONLINE|
OCTOBER
, 2012



This mapping exercise has canvassed and analysed:




State and Territory quality requirements for SHS:

Currently, all jurisdictions except the Northern
Territory require SHS to undergo s
ome form of assessment against a set of quality standards as part
of their funding arrangements. In most jurisdictions these standards are a set of community services
standards also applied to other service types, but developed in the context of the divers
e service
types including homelessness.




Other national and service specific standards being used by SHS:

Many SHS also undertake
accreditation against other sets of standards (national or service specific) by choice or as a
requirement of some other fund
ing source or service type. The sets of standards being commonly
used by SHS were identified by survey. In most jurisdictions, forms of cross recognition are in place
or being introduced to accept identified standards as
meeting

the

requirements of the

Sta
te/
Territory

standards

and to minimise the impact of multiple standards
requirements
.




Community Housing regulations at State/Territory and national level
:

Four jurisdictions
currently
require

Community
H
ousing Providers

to comply with a set of regulations
. Three
of these
have other
externally assessed standards as requirements for SHS, which means that their Community Housing
Regulations do not impact o
n the cost of assessment models for

the
national SHS
Standards
.
However, i
n New South Wales around half t
he SHS are currently part of legal
entities

that are
externally assessed as Community Housing
Providers
, and this does impact the cost of assessment
models for the SHS Standards

in that jurisdiction
.



A set of national Community Housing Regulations is c
urrently in draft form and scheduled for
implementation from July 2013.
This will
also
directly impact costings for New South Wales.




Other areas of community services and health provision where changes to quality requirements
might impact SHS
:
There have
been several major national initiatives in quality requirements for
community services and health NGOs, with the most relevant to SHS being the Nati
o
nal
Quality

Framework for Disability Services

(
and the review of the disability services standar
ds
), the
implementation of the
National

Standards for Mental Health Services and the development of the
Community Care Common Standards
.

These standards are all included in the mapping.


Quality
and safety
requirements are currently under discussion as par
t of

the
development of the
National
Disability

Insurance Scheme (NDIS), but work on the consumer
safeguards

that might
accompany the NDIS is still at a preliminary stage.


The standards mapping matrix
: using this document


This document
contains:



An
overview of the
draft
S
HS

Standards
(p
4
)


SHS STANDARDS and MAPPING MATRIX
|

National Quality Framework for Homelessness Services

Standards Matrix & Costing
Project


3

BREAKING NEW GROUND | ABN 41 948
817 923

BRADFIELD NYLAND GROUP & BNG NGO SERVICES ONLINE|
OCTOBER
, 2012





A

‘matrix’
table of
the current sets of standards that Specialist Homelessness Standards
are required
to be assessed against
as part of their SHS funding agreements with the State or Territory funding
body (p
9
).




A

‘matrix’ table of regulations and standards that apply to SHS in some jurisdictions, but for which
assessment is not currently required as part of their SHS funding agreement. The draft National
Community Housing Regulations have also been included in thi
s table

(p
1
1
).



A ‘matrix’ table of sets of national standards that SHS may have chosen to use, or that may apply to
them because of other funding they receive, or particular client groups they service (p
1
3
).



A set of matrix tables providing
more

detail and

showing the ex
tent to which
each

standard
also
addresses

the
specific elements of each

SHS standard

(Attachment 1).


The

matrix
tables provide a map of how each standard matches the
objectives

of the SHS Standards.





‘Meets’

indicates that the standard adequately addresses the objective of the SHS Standard it is
matched to, and an SHS successfully assessed against it would demonstrate compliance with the
SHS Standard.



‘Does not meet’
indicates that the standard does not adeq
uately address the objective, and
therefore cannot be recognised as offering an alternative assessment.








QLD Human
Services
Quality
Standards

NSW Good
Practice
Guidelines

ACT Pre
-
Qualification

Department of
Human Services
Standards
(Victoria)

1 SERVICE DELIVERY











Standard 1.1
Promoting,
upholding and
exercising rights

Clients
receive services that promote and
uphold their rights and safety and support
them to effectively exercise those rights.

Meets

Meets

Meets

Meets


Standard 1.2 Service
access and equity


Clients are provided with fair and transparent
processes ensuring
equity of access for all clients
and identifying and removing barriers for clients
who may experience disadvantage in accessing
the service.

Meets


Meets


Does not
meet


Meets


Standard 1.3 Decision
making and
participation

Clients are actively supported to make choices
and decisions about their service and to actively
participate as a valued member of their chosen
community.

Meets


Meets


Meets


Meets


Standard 1.4 Service
outcomes


Clients are assisted and supported to
achieve
positive outcomes by the development, delivery
and review of quality programs and services
that meet individual client needs.

Meets


Meets


Meets


Meets







The first two columns contain the SHS
Standard and its obj
ective

The other columns contain the standards that have
been mapped against the SHS Standards

Under each set of standards is shown whether the
content and requirements of that
standard meets or
does not meet the objective of the SHS Standard.


SHS STANDARDS and MAPPING MATRIX
|

National Quality Framework for Homelessness Services

Standards Matrix & Costing
Project


4

BREAKING NEW GROUND | ABN 41 948
817 923

BRADFIELD NYLAND GROUP & BNG NGO SERVICES ONLINE|
OCTOBER
, 2012



The
SPECIALIST HOMELESSNESS SERVICES
(SHS)
STANDARDS


Structure of the standards

There are
8 standards in the Specialist Homelessness Services (SHS) Standards and these are organised under
3 ‘domains’


‘Service delivery’, ‘Relationships and service system’ and ‘Organisations’. Each standard has a
primary objective and this objective is accompan
ied by explanatory elements that illustrate the types of
action a service provider should be taking to meet the objective and what the service provider may need to
demonstrate
as

evidence
of
their
compliance.


The explanatory elements are provided to guide

jurisdictions, service providers and reviewers in

developing
or interpreting evidence guides.



The SHS Standards have been drafted to reflect comparable community services industry standards. As a
consequence, they are generic in language. Assessment against the standards needs to take into
consideration specific evidence guides that may be develope
d by jurisdictions and the particular context of
Specialist Homelessness Services. In particular, the following
should

be considered
in assessing compliance
against the standards:




The primary aim of
S
pecialist
H
omelessness
S
ervices
, which is

to assist peo
ple who are homeless or
at risk of homelessness, and to support them to achieve safe, affordable and stable housing
.



The diverse and complex needs of people who are homeless or at risk of homelessness, and the
importance of ensuring their personal safety a
nd security
.



Legal and r
egulatory compliance, particularly with regard to local jurisdiction requirements for
building codes and fire safety, employment screening, children and young people and residential
tenancy
.



The application of c
ontinuous
quality
imp
rovement as an underlying principle

for all aspects of a
service provider’s work.


1.

SERVICE DELIVERY

Standard
1.1 Promoting, upholding and exercising rights

Clients receive services that
promote and uphold

their

rights
and safety
and support them to
effectively
exercise th
ose

rights.



The
service provider

ensures that people using its services are provided with
:



information about their
rights and responsibilities
, and support to exercise those rights



privacy and confidentiality



processes for
making

complaints and

providing

feedback



protection from
risk of harm

or abuse within the service

environment



quality service provision that is

respectful and
appropriate to their cultural, spiritual and language
needs



Evidence guides developed for
this

standard

should assist
the
service provider

to
demonstrate:



h
ow it supports and enables clients to understand and exercise their rights within the service


SHS STANDARDS and MAPPING MATRIX
|

National Quality Framework for Homelessness Services

Standards Matrix & Costing
Project


5

BREAKING NEW GROUND | ABN 41 948
817 923

BRADFIELD NYLAND GROUP & BNG NGO SERVICES ONLINE|
OCTOBER
, 2012





p
olicies and procedures that document how client rights are protected and exercised



that clients und
erstand and feel able to exercise their rights



p
hysical evidence of a safe environment that is
comfortable and
welcoming to the range of clients
using the service
(including c
hild
ren)



s
taff
understanding of the rights of
client
s and competence to provide
respectful and

cultural
ly

safe

service



how it monitors, reviews and improves outcomes in this area


Standard
1.2 Service access and equity

Clients are provided with f
air and transparent processes
ensur
ing

equity of

access for all clients and
identify
ing

and remov
ing

barriers for clients

who may experience
disadvantage

in accessing the service
.


The
service provider

ensures that people using its services are provided with:



c
lear and
accessible contact point
/s



i
nformation about
entry, exit

and (where rele
vant)

re
-
entry



i
nformation about
eligibility and
(where relevant) waiting list
prioritisation



t
imely respons
e to

their request for service




r
eferral to alternative service where necessary


Evidence guides developed for this standard should assist the service provider to
demonstrate:



h
ow it
ensures people needing its service are able to make contact and seek service



p
olicies and procedures that document how client access is promoted and vulne
rable clients
supported to access the service



c
onsistent implementation of eligibility, entry and exit processes



s
taff
understanding of eligibility, entry and exit processes



t
hat its client profile reflects equity of access and implementation of priority

allocation across its
target group



how it monitors, reviews and improves outcomes in this area


Standard
1.3
Decision making and p
articipation

Clients are actively supported to make choices and decisions about their service
and to actively participate
as a valued member of their chosen community.


The
service provider

ensures that

clients

are provided with:



s
upport to make
informed

decisions
and
set goals for their service outcomes



i
nformation and appropriate advocacy to enable them to
exercise
independence and self
-

determination




o
pportunities to participate in formal or informal
support networks
, community or other
activities


Evidence guides developed for this standard should assist the service provider to
demonstrate:



h
ow it
ensures
clients

make their own decisions
and
set goals for their service outcomes



h
ow it promotes the social inclusion of its clients



p
olicies and procedu
res that document how individual service planning is conducted involving
clients (or, where relevant their advocates or guardians)


SHS STANDARDS and MAPPING MATRIX
|

National Quality Framework for Homelessness Services

Standards Matrix & Costing
Project


6

BREAKING NEW GROUND | ABN 41 948
817 923

BRADFIELD NYLAND GROUP & BNG NGO SERVICES ONLINE|
OCTOBER
, 2012





s
taff
understanding of how to support self
-
determination and independence for clients



t
hat clients
are actively
participating in their service planning and able to make choices about
engaging in other forms of social or community participation



how it monitors, reviews and improves outcomes in this area


Standard
1.4 Service outcomes

Clients are assisted and
supported to achieve positive outcomes by t
he development,
delivery and
review
o
f

quality

programs and services

that meet individual client needs
.



The
service provider

ensures that its services:



a
re informed by
evidence based practice




u
tilise
strengths based
,

goal oriented case management

approaches



s
upport and promote the health and well
-
being of clients



c
onsider opportunities for
early intervention and prevention



c
ompetently address specific issues impacting clients (including family violence
, alcohol and other
drugs, mental illness)



c
onduct

client oriented assessment, monitoring and review of outcomes



i
nvolve
client
s in planning and review of outcomes



a
re

coordinat
ed

and integrat
ed with other services relevant to their client group



m
aintain relevant records and
document
ation



p
rovide planned
exit
from the service
and transition

to other support services where relevant


Evidence guides developed for this standard should assist the service provider to
demonstrate:



h
ow it ensures
best pr
actice in its service delivery and
quality

outcomes for clients



p
olicies and procedures that document how
case management and assessment, monitoring and
review of outcomes is conducted



c
onsistent implementation of service delivery policies and procedures



s
taff understanding of
service delivery procedures

and competence in relevant areas of client
support and case management



t
hat
identified

outcomes are being achieved for
clients



how it monitors, reviews and improves service outcomes



2.

RELATIONSHIPS

AND
THE
SERVICE SYSTEM

Standard 2: Service system

Outcomes for individuals and communities are improved by the service provider working collaboratively
with other service providers and agencies.


The service provider collaborates with other services and agen
cies to:



provide clients with
seamless and integrated services that address complex needs and maintain
service continuity



develop strategies to address homelessness, improve professional practice and improve
outcomes for individuals and communities



SHS STANDARDS and MAPPING MATRIX
|

National Quality Framework for Homelessness Services

Standards Matrix & Costing
Project


7

BREAKING NEW GROUND | ABN 41 948
817 923

BRADFIELD NYLAND GROUP & BNG NGO SERVICES ONLINE|
OCTOBER
, 2012



Evide
nce guides developed for this standard should assist the service provider to
demonstrate:



how it establishes and maintains
relationships and alliances with other services, negotiates
service contracts, and manages brokerage funds to achieve quality
outcomes for clients



documented

service agreements, inter
-
agency communication protocols and referral
procedures



staff understanding of the service system, referral networks and inter
-
agency arrangements



that
inter
-
agency
service agreements and referral n
etworks are providing positive outcomes for
clients



how it participates in forums and other collaborative activities that contribute to the
development of professional practice, systemic improvements, community awareness or
community development



how it
monitors, reviews and improves outcomes in this area



3.

ORGANISATIONS


Standard

3.1 Governance

The governing entity defines clear goals and purposes for the service provider, develops strategies to
achieve and monitor the service provider and is accountable

for all its activities.


The
governing entity

ensures robust and effective
:



g
overnance



i
nternal and external a
ccountability



s
trategic and business planning



s
trategic risk management



r
egulatory and legislative compliance



c
ontinuous quality improvement


Evidence guides developed for this standard should assist the service provider to
demonstrate:



t
hat it

operates within

an organisational structure with clear delegations and accountabilities



c
urrent, documented policy and procedures that guide activity in

the organisation



h
ow reporting, planning, risk management and compliance activities

are conducted



h
ow quality management

is implemented



t
he results of reviews and quality improvement plans


Standard
3.2 Systems management

There are effective management systems and strategies to ensure the service provider’s goals are met.


The
service provider

ensures robust and effective systems are in place for
:



management of finances, assets and resources



d
ata and
information

management



w
orkplace health and safety and other
operational risk
s



a
sset management



f
acilities management, safety and security



p
olicy
development, implementation and review



a
dministration


SHS STANDARDS and MAPPING MATRIX
|

National Quality Framework for Homelessness Services

Standards Matrix & Costing
Project


8

BREAKING NEW GROUND | ABN 41 948
817 923

BRADFIELD NYLAND GROUP & BNG NGO SERVICES ONLINE|
OCTOBER
, 2012



Evidence guides developed for this standard should assist the service provide
r to
demonstrate:



t
hat

there are

documented systems for all key areas



h
ow the effectiveness of its management systems and strategies

are monitored
,

reviewed

and
improved



h
ow
act
ion
is taken
to address any areas that are not performing well



t
he extent to
which it is meeting its goals


Standard

3.3 Human resource management

The service provider develops and supports its workforce, both paid and voluntary, to ensure the
effectiveness of its services.


The
service provider

ensures that there are effective systems are in place for:



w
orkforce planning



p
re
-
employment checks, screening and registration



r
ecruitment, selection and induction



EEO, anti
-
discrimination and diversity



p
erformance review and management



l
earning and
prof
essional
development



c
ollaboration and
teamwork


Evidence guides developed for this standard should assist the service provider to
demonstrate:



t
hat
there are

documented systems for all key areas of human resource management



h
ow the effectiveness of human
resource management systems

are monitored
,

reviewed

and
improved



h
ow action
is taken
to address any areas that are not performing well



t
he capability and effectiveness of its staff team








SHS STANDARDS and MAPPING MATRIX
|

National Quality Framework for Homelessness Services

Standards Matrix & Costing
Project


9

BREAKING NEW GROUND | ABN 41 948
817 923

BRADFIELD NYLAND GROUP & BNG NGO SERVICES ONLINE|
OCTOBER
, 2012



STANDARDS MAPPING

MATRIX

State and Territory Standards

The following matrix contains the current sets of standards that apply to Specialist Homelessness Standards
as part of their SHS
funding
agreements with the State or
Territory funding body
. These standards are overseen by the State or Territory Department
that administers funding in that jurisdiction.




Meets:

addresses
the objective of
the SHS standard



Does not meet:

does not
objective of
the SHS standard

QLD Human
Services Quality
Standards

NSW Good
Practice
Guidelines

ACT Pre
-
Qualification

Department
of
Human Services
Standards
(Victoria)

Quality and
Safety Standards
(TAS
)

(includes
supplementary
element
s)

Australian
Service
Excellence
(ASES)
Cert
ificate

WA SAAP
Standards

1
SERVICE DELIVERY
















Standard 1.1
Promoting,
upholding and
exercising rights

Clients receive services that promote
and uphold their rights and safety and
support them to effectively exercise
those rights.

Meets


Meets


Meets


Meets


Meets


Meets


Meets


Standard 1.2
Service access and
equity


Clients are
provided with fair and
transparent processes ensuring equity of
access for all clients and identifying and
removing barriers for clients who may
experience disadvantage in accessing the
service.

Meets


Meets


Does not
meet


Meets


1
Does not
meet

(
not
specifi
ed)

Meets


Meets


Standard 1.3
Decision making and
participation


Clients are actively supported to make
choices and decisions about their service
and to actively participate as a valued
member of their chosen community.

Meets


Meets


Meets


Meets


Meets


Meets


Meets





1

The relevant standard in the Quality and Safety Standards
Framework (TAS) addresses processes for service access, however the current wording does not specifically address equity of a
ccess. The Standards Framework was
evaluated recently and more specific requirements, such as equity of access, will be accommodate
d within the monitoring process of the Q & S Standards Framework.




SHS STANDARDS and MAPPING MATRIX
|

National Quality Framework for Homelessness Services

Standards Matrix & Costing
Project


10

BREAKING NEW GROUND | ABN 41 948
817 923

BRADFIELD NYLAND GROUP & BNG NGO SERVICES ONLINE|
OCTOBER
, 2012





Meets:

addresses
the objective of
the SHS standard



Does not meet:

does not
objective of
the SHS standard

QLD Human
Services Quality
Standards

NSW Good
Practice
Guidelines

ACT Pre
-
Qualification

Department
of
Human Services
Standards
(Victoria)

Quality and
Safety Standards
(TAS
)

(includes
supplementary
element
s)

Australian
Service
Excellence
(ASES)
Cert
ificate

WA SAAP
Standards

Standard 1.4

Service outcomes


Clients are assisted and supported to
achieve positive outcomes by the
development, delivery and review of
quality programs and services that meet
individual client needs.


Meets


Meets


Meets


Meets


Meets

Meets


Meets


2 RELATIONSHIPS AND THE SERVICE SYSTEM
















Standard 2

Service system



Outcomes for individuals and
communities are improved by the service
provider working collaboratively with
other service providers and agencies.


Meets


Meets


Meets


Meets


Meets


Meets


Meets


3 ORGANISATIONS











Standard 3.1
Governance


The governing entity defines clear goals
and purposes for the service provider,
develops strategies to achieve and
monitor the organisation and is
accountable for all its activities.


Meets


Meets


Meets


Meets


Meets


Meets


Meets


Standard 3.2
Systems
management


There are effective management systems
and strategies to ensure the service
provider’s goals are met.


Meets


Meets


Meets


Meets


Meets


Meets


Meets


Standard 3.3
Human resource
management


The service provider develops and supports
its workforce, both paid and voluntary, to
ensure the effectiveness of its services.

Meets


Meets


Meets


Meets


Meets


Meets


Meets





SHS STANDARDS and MAPPING MATRIX
|

National Quality Framework for Homelessness Services

Standards Matrix & Costing
Project


11

BREAKING NEW GROUND | ABN 41 948
817 923

BRADFIELD NYLAND GROUP & BNG NGO SERVICES ONLINE|
OCTOBER
, 2012



Regulations
and standards not currently applied to funding agreements for SHS

The following matrix contains the

draft National Community Ho
u
sing Regulations and other quality systems at State/Territory level that may apply to SHS but are not
part of funding agreement
requirement
s
.




Meets:

addresses the objective of
the SHS standard



Does not meet:

does not objective of
the SHS standard

Draft National
Community Housing
Regulations

NSW Community
Housing Regulations

NT SAAP
Standards

ACT ‘Raising the
Standard’

1
SERVICE

DELIVERY






Standard 1.1

Promoting, upholding and
exercising rights


Clients receive services that promote and uphold their
rights and safety and support them to effectively
exercise those rights.


Meets

Meets

Meets

Meets

Standard 1.2

Service access and equity


Clients are provided with fair and transparent processes
ensuring equity of access for all clients and identifying
and removing barriers for clients who may experience
disadvantage in accessing the service.

Meets

Meets

Meets

Meets

Standard 1.3

Decision making and
participation


Clients are actively supported to make choices and
decisions about their service and to actively participate
as a valued member of their chosen community.

Meets

Does not meet

Meets

Meets

Standard 1.4

Service outcomes


Clients are assisted and supported to achieve positive
outcomes by the development, delivery and review of
quality programs and services that meet individual
client needs.


Meets

Does not meet

Meets

Meets

2 RELATIONSHIPS
AND THE SERVICE SYSTEM







Standard 2

Service system



Outcomes for individuals and communities are
improved by the service provider working
collaboratively with other service providers and
agencies.

Meets

Does not meet

Does not meet

Meets


SHS STANDARDS and MAPPING MATRIX
|

National Quality Framework for Homelessness Services

Standards Matrix & Costing
Project


12

BREAKING NEW GROUND | ABN 41 948
817 923

BRADFIELD NYLAND GROUP & BNG NGO SERVICES ONLINE|
OCTOBER
, 2012





Meets:

addresses the objective of
the SHS standard



Does not meet:

does not objective of
the SHS standard

Draft National
Community Housing
Regulations

NSW Community
Housing Regulations

NT SAAP
Standards

ACT ‘Raising the
Standard’

3
ORGANISATIONS






Standard 3.1

Governance


The governing entity defines clear goals and purposes
for the service provider, develops strategies to achieve
and monitor the organisation and is accountable for all
its activities.


Meets

Meets

Meets

Meets

Standard 3.2

Systems management


There are effective management systems and strategies
to ensure the service provider’s goals are met.


Meets

Meets

Meets

Meets

Standard 3.3

Human resource management


The service provider develops and supports its
workforce,
both paid and voluntary, to ensure the effectiveness of its
services.

Meets

Meets

Meets

Meets





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National Standards

The following matrix contains the sets of standards that SHS may have chosen to use, or that may apply to them
because of other
sources of

funding
they receive
, or
particular client groups they service.




Meets:

addresses the objective of
the SHS standard



Does not meet:

does not objective of
the SHS standard

2
Australian
Service
Excellence
(ASES)
Cert
ificate

QIC
Community
Services
and
Health
Standards

3
ISO
9001:2008

Quality
Management
Systems

National
Community
Housing
Standards

EQuIP/
ACHS

National
Standards for
Mental Health
Services

Community
Care
Common
Standards

Family
Relationships
Program
Standards

1 SERVICE DELIVERY













Standard 1.1
Promoting,
upholding and
exercising rights


Clients receive services that promote
and uphold their rights and safety and
support them to effectively exercise
those rights.



Meets


Meets


Meets

Meets


Meets


Meets


Meets


Meets


Standard 1.2
Service access and
equity


Clients are provided with fair and
transparent processes ensuring equity of
access for all clients and identifying and
removing barriers for clients who may
experience disadvantage in accessing the
service.



Meets


Meets


Does not
meet

Meets


Meets


Meets


Meets


Meets


Standard 1.3
Decision making and
participation


Clients are actively supported to make
choices and decisions about their service
and to actively participate as a valued
member of their chosen community.

Meets


Meets


Does not
meet

Meets


Meets


Meets


Meets


Does not
meet




2

The Australian Service Excellence Standards (ASES) are available nationally as well as being the mandated set of standards fo
r SHS funded by SA Department of Communities and Social In
clusion

3

ISO 9001 is focussed on quality management within the organisation, and refers to ‘products’ rather than services. Where the
standard meets an objective, it does so without specific reference to delivery of human services, and
in most in
s
tances w
ould require that an assessment has been conducted within the context of SHS Standards requirements, with specific reference
to the elements within the SHS Standards
, particularly with regard to Standard
1.4 Service Outcomes
.


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Meets:

addresses the objective of
the SHS standard



Does not meet:

does not objective of
the SHS standard

2
Australian
Service
Excellence
(ASES)
Cert
ificate

QIC
Community
Services
and
Health
Standards

3
ISO
9001:2008

Quality
Management
Systems

National
Community
Housing
Standards

EQuIP/
ACHS

National
Standards for
Mental Health
Services

Community
Care
Common
Standards

Family
Relationships
Program
Standards

Standard 1.4

Service outcomes


Clients are assisted and supported to
achieve positive outcomes by the
development, delivery and review of
quality programs and services that meet
individual client needs.


Meets


Meets


Meets

Meets


Meets


Meets


Meets


Meets


2 RELATIONSHIPS AND THE
SERVICE SYSTEM













Standard 2

Service system



Outcomes for individuals and communities
are improved by the service provider
working collaboratively with other service
providers and agencies.


Meets


Meets


Does not
meet

Meets


Does not
meet

Meets


Meets


Does not
meet

3 ORGANISATIONS










Standard 3.1
Governance


The governing entity defines clear goals
and purposes for the service provider,
develops strategies to achieve and
monitor the organisation and is
accountable for all its
activities.


Meets


Meets


Meets

Meets


Meets


Meets


Meets


Meets


Standard 3.2
Systems
management


There are effective management systems
and strategies to ensure the service
provider’s goals are met.


Meets


Meets


Meets

Meets


Meets


Does not
meet


Meets


Meets


Standard 3.3
Human resource
management


The service provider develops and supports
its workforce, both paid and voluntary, to
ensure the effectiveness of its services.

Meets


Meets


Meets

Meets


Meets


Meets


Meets


Meets



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ATTACHMENT 1: DETAILED STANDARDS MAPPING


The
purpose of this more detailed document is to provide jurisdictions with information on the extent to
which standards address both the objective and the elements of an

SHS standard
,

and which specific
standards provide the match. Each standard

is
rated

as

one of the following
:




‘Meets in full’:

the standard addresses
the objective and
all or most of the
elements

of the SHS
standard



‘Meets objective’:

the standard addresses

the objective of
the SHS standard

and some of

the detail
of the elements



‘Does not meet’:

the standard does not address the requirements
of the SHS standard, or has
insufficient detail in its content outline


The numbers refer to the numbering of specific

standards or sub sections of standards in that particular set
of standards.




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State and Territory Standards

The following matrix contains the current sets of standards that apply to Specialist Homelessness Standards as part of the
ir SHS funding agreements with the State or
Territory funding body. These standards are overseen by the State or Territory Department that administers funding in that ju
risdiction.




‘Meets in full’:

the standard addresses the objective and all or most of
the elements
of the SHS standard



‘Meets objective’:

the standard addresses the objective of
the SHS
standard and some of the detail of the elements



‘Does not meet’:

the standard does not address the requirements
of
the SHS standard, or has insufficient
detail in its content outline

QLD Human
Services Quality
Standards

NSW Good
Practice
Guidelines

ACT Pre
-
Qualification

Department of
Human Services
Standards
(Victoria)

Quality and
Safety Standards
(TAS
)

(includes
supplementary
elements
)

Australian
Service

Excellence
(ASES)
Cert
ificate

WA SAAP
Standards

1
SERVICE DELIVERY
















Standard 1.1
Promoting,
upholding and
exercising rights


Clients receive services that
promote and uphold their rights
and safety and support them to
effectively exercise
those rights.



Meets

in full

1; 3; 4; 5

Meets

in full

2.1; 2.2; 2.3

Meets

in full

Human Rights

Meets

in full

1; 2; 3

Meets

in full

2; 5

Meets

in full

8.1; 8.2

Meets

in full

6; 7; 8; 9; 14

Standard 1.2
Service access and
equity


Clients are
provided with fair and
transparent processes ensuring
equity of access for all clients and
identifying and removing barriers
for clients who may experience
disadvantage in accessing the
service.

Meets

in full

2; 3; 4

Meets

in full

2.1

Does not meet

(
not
specifi
ed)

Meets

in full

2

4
Does not
meet

(
not specifi
ed)

Meets

in full

7.1; 8.1

Meets

in full

1

Standard 1.3
Decision making and
participation


Clients are actively supported to
make choices and decisions about
their service and to actively
participate as a valued member of
their chosen community.

Meets

in full

3; 4

Meets

in full

2.2

Meets
objective

Service User
Management

Meets

in full

3; 4

Meets

objective

2

Meets

in full

8.1

Meets

in full

2




4

The relevant standard in the

Quality and Safety Standards Framework (TAS) addresses processes for service access
. H
owever the current wording does not specifically address equity of access. The Standards Framework was
evaluated recently and more specific requirements, such as equity
of access, will be accommodated within the monitoring process of the Q & S Standards Framework
.




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‘Meets in full’:

the standard addresses the objective and all or most of
the elements
of the SHS standard



‘Meets objective’:

the standard addresses the objective of
the SHS
standard and some of the detail of the elements



‘Does not meet’:

the standard does not address the requirements
of
the SHS standard, or has insufficient
detail in its content outline

QLD Human
Services Quality
Standards

NSW Good
Practice
Guidelines

ACT Pre
-
Qualification

Department of
Human Services
Standards
(Victoria)

Quality and
Safety Standards
(TAS
)

(includes
supplementary
elements
)

Australian
Service

Excellence
(ASES)
Cert
ificate

WA SAAP
Standards

Standard 1.4 Service
outcomes


Clients are assisted and supported
to achieve positive outcomes by
the development, delivery and
review of quality programs and
services that meet individual client
needs.

Meets
objective

1; 2; 3; 4; 5

Meets

in full

2.2; 2.3

Meets
objective

Service User
Management

Meets

in full

3

Meets
objective

2; 6

Meets
objective

(not specific)

7.1; 8.1


Meets
objective

2

2 RELATIONSHIPS AND THE SERVICE SYSTEM

















Standard 2

Service system



Outcomes for individuals and
communities are improved by
the service provider working
collaboratively with other
service providers and agencies.


Meets

in full

3

Meets

in full

3.1; 3.2

Meets
objective

Service User
Management

Meets

in full

2

Meets
in full

2; 6

Meets
objective


(not specific)

5.1


Meets
objective

10

3 ORGANISATIONS











Standard 3.1
Governance


The governing entity defines clear
goals and purposes for the service
provider, develops strategies to
achieve
and monitor the
organisation and is accountable for
all its activities.


Meets

in full

1

Meets

in full

1.1; 1.3; 3.1

Meets

in full

Organisation
Planning;
Governance

Meets

in full

Governance &
Management

Meets

in full

3; 4; 6

Meets

in full

1.1; 1.2; 2.1;
2.4

Meets
objective


(not
specific)

11; 12

Standard 3.2
Systems
management


There are effective management
systems and strategies to ensure
the service provider’s goals are
met.


Meets
objective

1

Meets

in full

1.1; 1.2; 1.3;
2.2

Meets

in full

Organisation
Planning

Meets

in full

Risk
Management;
Governance &
Management

Meets

in full

6

Meets

in full

2.2; 2.3; 3.1;
3.2; 4.1

Meets
objective


(not
specific)

11; 1
4


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‘Meets in full’:

the standard addresses the objective and all or most of
the elements
of the SHS standard



‘Meets objective’:

the standard addresses the objective of
the SHS
standard and some of the detail of the elements



‘Does not meet’:

the standard does not address the requirements
of
the SHS standard, or has insufficient
detail in its content outline

QLD Human
Services Quality
Standards

NSW Good
Practice
Guidelines

ACT Pre
-
Qualification

Department of
Human Services
Standards
(Victoria)

Quality and
Safety Standards
(TAS
)

(includes
supplementary
elements
)

Australian
Service

Excellence
(ASES)
Cert
ificate

WA SAAP
Standards

Standard 3.3
Human resource
management


The service provider develops and
supports
its workforce, both paid
and voluntary, to ensure the
effectiveness of its services.

Meets

in full

6

Meets

in full

1.3

Meets

in full

Management
Systems

Meets

in full

Human
Resources

Meets

in full

3

Meets

in full

4.1; 5.2

Meets
objective

(not specific)

13






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Regulations and standards not currently applied to funding agreements for SHS

The following matrix contains the

draft National Community Housing Regulations and other quality systems at State/Territory level that may apply to SHS but are

not
part of fu
nding agreement requirements.




Meets:

addresses the objective of
the SHS standard



Does not meet:

does not objective of
the SHS standard

Draft National
Community Housing
Regulations

NSW Community
Housing Regulations

NT SAAP Standards

ACT ‘Raising the
Standard’

1
SERVICE DELIVERY






Standard 1.1

Promoting, upholding and
exercising rights


Clients receive services that promote and uphold their
rights and safety and support them to effectively
exercise those rights.


Meets
objective

1
a; 1b; 1c; 1f

Meets
objective

1.1; 1.2

Meets in full

1.2; 2.1; 2.3; 2.4;
2.6; 5.3

Meets in full

4.1; 4.2

Standard 1.2

Service access and equity


Clients are provided with fair and transparent processes
ensuring equity of access for all clients and identifying
and
removing barriers for clients who may experience
disadvantage in accessing the service.

Meets in full

1a; 1c

Meets in full

1.1

Meets
objective

1.1; 1.7

Meets in full

4

Standard 1.3

Decision making and
participation


Clients are actively supported to make choices and
decisions about their service and to actively participate
as a valued member of their chosen community.

Meets
objective

1d

Does not meet

Meets
objective

2.2

Meets in full

4

Standard 1.4

Service outcomes


Clients are assisted and supported to achieve positive
outcomes by the development, delivery and review of
quality programs and services that meet individual
client needs.


Meets
objective

1d; 1e

Does not meet

Meets
objective

1.2; 1.3; 1.4;
1.6; 2.4; 2.5

Meets
objective

3.2; 4.1

2 RELATIONSHIPS AND THE SERVICE SYSTEM







Standard 2

Service system



Outcomes for individuals and communities are
improved by the service provider working
collaboratively with other service providers and
agencies.

Meets

in full

1e; 2a; 2b

Does not meet

Does not meet

Meets

in full

4.1; 4.4; 4.6



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Meets:

addresses the objective of
the SHS standard



Does not meet:

does not objective of
the SHS standard

Draft National
Community Housing
Regulations

NSW Community
Housing Regulations

NT SAAP Standards

ACT ‘Raising the
Standard’

3 ORGANISATIONS






Standard 3.1

Governance


The governing entity defines clear goals and purposes
for the service provider, develops strategies to achieve
and monitor the
organisation and is accountable for all
its activities.


Meets in full

4; 5a; 5b; 5c; 6a

Meets in full

4.1; 4.2; 4.3; 5.1;
5.2; 6.3


Meets
objective

3.1; 3.6; 3.7

Meets in full

3.1; 3.2; 3.3

Standard 3.2

Systems management


There are effective management systems and strategies
to ensure the service provider’s goals are met.


Meets in full

2; 4a; 6;

7

Meets in full

3.1;

3.2;

3.3
; 6.1;
6.2; 6.3

Meets in full

3.2; 3.3; 3.5;
5.1; 5.2

Meets in full

3.2; 3.4; 3.5

Standard 3.3

Human resource management


The service provider develops and supports its workforce,
both paid and voluntary, to ensure the effectiveness of its
services.

Meets
objective

5b; 6b


Does not meet

Meets
objective

4.1; 4.2; 4.3; 4.4

Meets in full

3.4





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National Standards

The following matrix contains the sets of standards that SHS may have chosen to use, or that may apply to them
because of other sources of

funding
they receive
, or
particular client groups they service.




‘Meets in full’:

the standard ad
dresses the obj ect i ve and al l or most of
the el ements
of the SHS standard



‘ Meets obj ecti ve’:

the standard addresses the objective of
the SHS
standard and some of the detail of the elements



‘Does not meet’:

the standard does not address the requirements
of

the
SHS standard, or has insufficient detail in its content outline

5
Australian
Service
Excellence
(ASES)
Cert
ificate

QIC
Community
Services and
Health
Standards

6
ISO
9001:2008

Quality
Management
Systems

National
Community
Housing
Standards

EQuIP/
ACHS

National
Standards for
Mental Health
Services

Community
Care
Common
Standards

Family
Relationships
Program
Standards

1 SERVICE DELIVERY













Standard 1.1
Promoting,
upholding and
exercising rights


Clients receive services that
promote and uphold
their rights
and safety and support them to
effectively exercise those rights.



Meets

in full

8.1; 8.2

Meets

in full

2.3; 2.4

Meets

in
full

5.6; 7.3; 7.5

Meets

in full

1.2; 3.1; 3.5;
3.6; 6.4

Meets

in
full

1.6

Meets

in full

1; 2; 4; 6

Meets

in
full

1.8; 3.1;
3.2; 3.3;
3.4

Meets

in full

1; 11; 13; 13

Standard 1.2
Service access and
equity


Clients are provided with fair and
transparent processes ensuring
equity of access for all clients and
identifying and removing barriers for
clients who may
experience
disadvantage in accessing the
service.

Meets

in full

7.1; 8.1

Meets

in full

2.2; 2.4

Does not
meet

Meets

in full

3.4; 4.3

Meets
objective

1.2

Meets

in full

10.2; 1.3

Meets

in
full

2.1

Meets

in full

10; 14

Standard 1.3
Decision making and
participation


Clients are actively supported to
make choices and decisions about
their service and to actively
participate as a valued member of
their chosen community.

Meets

in full

8.1

Meets

in full

2.2; 2.4; 2.5

Does
not
meet

Meets

in full

4.1; 4.3


Meets
objective

1.1

Meets

in full

6

Meets

in
full

3.5

Does not
meet




5

The Australian Service Excellence Standards (ASES) are available nationally as well as being the mandated set of standards fo
r SHS funded by SA Departmen
t of Communities and Social Inclusion

6

ISO 9001 is focussed on quality management within the organisation, and refers to ‘products’ rather than services. Where the
standard meets an objective, it does so without specific reference to delivery of human ser
vices, and
in most in
s
tances would require that an assessment has been conducted within the context of SHS Standards requirements, with specific re
ference to the elements within the SHS Standards
, particularly with regard to Standard
1.4 Service Outcomes
.


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‘Meets in full’:

the standard ad
dresses the obj ect i ve and al l or most of
the el ements
of the SHS standard



‘ Meets obj ecti ve’:

the standard addresses the objective of
the SHS
standard and some of the detail of the elements



‘Does not meet’:

the standard does not address the requirements
of

the
SHS standard, or has insufficient detail in its content outline

5
Australian
Service
Excellence
(ASES)
Cert
ificate

QIC
Community
Services and
Health
Standards

6
ISO
9001:2008

Quality
Management
Systems

National
Community
Housing
Standards

EQuIP/
ACHS

National
Standards for
Mental Health
Services

Community
Care
Common
Standards

Family
Relationships
Program
Standards

Standard 1.4 Service
outcomes


Clients are assisted and
supported to achieve positive
outcomes by the development,
delivery and review of
quality

programs and services

that meet
individual client needs
.



Meets
objective

(not specific)

7.1; 8.1


Meets

in full

2.1; 2.2; 2.5;
3.3

Meets
objective

7
.1; 7.2

Meets
objective

4.5; 5.4


Meets
objective

1.4; 2.3

Meets

in full

6; 10

Meets
objective

2.2; 2.3;

4;
5


Meets
objective

4; 13; 14

2 RELATIONSHIPS AND THE SERVICE SYSTEM













Standard 2

Service system



Outcomes for individuals and
communities are improved by the
service provider working
collaboratively with other service
providers and
agencies.


Meets
objective

(not specific)

5.1


Meets

in full

2.5; 3.3; 3.4

Does not
meet

Meets

in full

2.4; 4.1; 4.2

Does not
meet

Meets

in full

4;
8; 9

Meets
objective

1.4;
2.5


Does not
meet

3 ORGANISATIONS










Standard 3.1
Governance


The
governing entity defines clear
goals and purposes for the service
provider, develops strategies to
achieve and monitor the organisation
and is accountable for all its
activities.


Meets

in full

1.1; 1.2; 2.1;
2.4

Meets

in full

1.1; 1.2; 1.8;
1.9; 3.1; 3.3

Meets

in
full

4; 5
.5; 5.6
;
6.1; 6.3
;
7.2; 8.2

Meets

in full

5.1; 5.2; 5.3;
5.4; 6.1; 6.2

Meets

in
full

2.1; 3.1

Meets
objective

8


Meets

in
full

1.1; 1.2;
1.5; 1.6

Meets

in full

2; 3

Standard 3.2
Systems
management


There are effective management
systems and strategies to ensure the
service provider’s goals are met.


Meets

in full

2.2; 2.3; 3.1;
3.2

Meets

in full

1.2; 1.4; 1.5;
1.6; 1.9

Meets

in
full

4
.2
; 6.3;

8

Meets

in full

2; 5.5; 6.1;
6.2; 6.4; 7.4

Meets

in
full

2.1; 2.3;
3.3

Does not
meet


Meets
objective

1.1;
1.3;1.8

Meets
objective

1; 9; 13


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‘Meets in full’:

the standard ad
dresses the obj ect i ve and al l or most of
the el ements
of the SHS standard



‘ Meets obj ecti ve’:

the standard addresses the objective of
the SHS
standard and some of the detail of the elements



‘Does not meet’:

the standard does not address the requirements
of

the
SHS standard, or has insufficient detail in its content outline

5
Australian
Service
Excellence
(ASES)
Cert
ificate

QIC
Community
Services and
Health
Standards

6
ISO
9001:2008

Quality
Management
Systems

National
Community
Housing
Standards

EQuIP/
ACHS

National
Standards for
Mental Health
Services

Community
Care
Common
Standards

Family
Relationships
Program
Standards

Standard 3.3
Human resource
management


The service provider develops and
supports its workforce, both paid and
voluntary, to ensure the effectiveness
of its services.

Meets

in full

4.1; 5.2

Meets

in full

1.3

Meets

in
full

6.2
; 6.4

Meets

in full

4.3; 6.4; 7.1;
7.2

Meets

in
full

2.2

Meets
objective

8


Meets
objective

1.7

Meets
objective

5; 6; 7; 8