The Disability Sector Quality System
The Disability Sector Quality System is a way of making sure that quality services are provided to people with a disability, their families and Carers in Queensland.
Under the system, non-government services that receive ongoing money from Disability Services Queensland such as ARC need to meet 10 service standards. These organisations such as ARC are referred to as service providers.
The Queensland Disability Service Standards describe what ARC and other service providers should be doing to make sure your needs are met. Also that you are treated well and that you have a say about the services you receive.
The system is fair because these service providers need to meet the same standards. Providers have to show a team of independent auditors how they meet each standard and how they are always working to improve what they do. The auditors will also speak to people who receive services from ARC.
The intended outcome for people with a disability is improved quality of services and a greater say in the services they receive.
What are the 10 Service Standards and what do they mean?
Service Standard 1 – Service Access
Every eligible person seeking a service has equal access, and that those with the highest level of need are given priority for entry.
Service Standard 2 – Individual Needs
People with a disability have confidence that their service provider will work with them to plan how to meet their individual needs and achieve their personal goals.
Service Standard 3 – Decision-making and Choice
Service providers must be able to show what they do to encourage participation from those with a disability in decisions about the services they receive, how they support the choices of those with a disability, and how they are able to respond flexibly and safely to changing needs.
Service Standard 4 – Privacy, Dignity and Confidentiality
All people with a disability have the right to be treated with dignity and respect in all aspects of their lives, to have their privacy safeguarded, and to have the confidentiality of their personal information protected.
Service Standard 5 – Participation and Integration
Service providers are required to provide opportunities for inclusion of people with a disability into the life of the community, and to support their participation in community activities.
Service Standard 6 – Valued Status
Service providers work with people with a disability to develop their skills and abilities to enable them to make a valued contribution to the community, and to promote a positive image of people with a disability.
Service Standard 7 Complaints and Disputes
People with a disability need to feel confident about raising complaints with a service provider without fear of retribution or disadvantage. Service providers must show how they support and encourage people with a disability to raise issues of concern and areas of dissatisfaction, how they manage the process of resolving complaints, and how complaints received result in service improvements.
Service Standard 8 – Service Management
Service providers must comply with all relevant laws and regulations, be accountable, and ensure they monitor their own service delivery against the requirements of the Disability Sector Quality System so that those with a disability can be assured the services they receive are efficient and are effectively managed.
Service Standard 9 – Protection of Legal and Human Rights and Freedom from Abuse and Neglect
The upholding of the legal and human rights of each person with a disability, and the taking of action to prevent and /or respond to allegations of abuse and neglect, are the responsibilities of every service provider.
Service Standard 10 – Staff Recruitment, Employment and Development
People with a disability have confidence that staff employed by service providers will have the skills and knowledge to enable them to provide support that is responsive to the needs of a person with a disability.
How will the quality system benefit people?
- The quality system aims to give peace of mind in the services you receive.
- The quality system aims to give you greater confidence that the services being provided meet the service users needs while respecting their dignity and human rights.
- Knowledge that ARC and other service providers need to meet the standards and maintain that quality service to continue to receive funding.
- People can have a say, if they wish to, about how services are delivered giving feedback to improve their services.
- People will know what to expect from services and can take part in deciding what services they need and be treated fairly and with respect.
Feedback can be given to ARC or other service providers at any time about the quality of services and is very much welcomed. This includes what is working well as well as things that can be improved.
Invitations to events and workshops relating to a variety of aspects of the standards may be held where service users can get involved.
ARC and other service providers will invite you to give feedback about how their service meets the standards, as they need to show the audit team they listen to your suggestions and are making changes as a result of your feedback.
More Information
For more information about the quality system or to get a brochure contact:
Disability Information and Awareness Line (DIAL)
Toll free 1800 177 120
TTY(free) 1800 010 222
Email dial@disability.qld.gov.au
Fax 07 3896 3467
ARC Disability Services Inc.
Tel. 4046 3600
