Introduction

In this section:

Who is this toolkit for?

This toolkit is a resource for Business Services, Targeted Support Services, Disability Employment Network members and Vocational Rehabilitation providers funded by the Australian Government.

What is in this toolkit?

Section 1: Overview of the Quality Strategy

Explains important aspects of the Quality Strategy, including:

the purpose of the Quality Strategy
the components of the Quality Strategy - quality assurance, continuous improvement, complaints and referrals
responsibilities of relevant Australian Government departments and certification bodies
information about the Disability Service Standards
types of services covered by the Quality Strategy.

Section 2: Quality assurance

2A: Quality assurance - step-by-step guide to Disability Services Standards certification

Provides a step-by-step guide on how to gain certification under the Quality Assurance system.

2B: Quality assurance - Disability Services Standards, Evidence Guidelines and self-assessment worksheets

Provides the relevant Disability Services Standards and Evidence Guidelines for each service type. Includes a tool you can use to rate your organisation's performance against each Standard.

Section 3: Continuous improvement

Introduces the concept of continuous improvement and why it is relevant to service providers. There are also case studies, resources and internal audit worksheets for each Standard.

Section 4: Complaints and referrals

Describes the different complaints handling mechanisms available to job seekers/workers/ service recipients and service providers.

Contents