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Australian Service Excellence Standards (ASES)NSW Specialist Homelessness ServicesQuality Standards Implementation Resource Kit
Introductory Webinar 2
The ASES Accreditation Standards: Certificate Levelfor NSW Specialist Homelessness Services
▪ This webinar provides an overview of the content of the ASES
Certificate Level Standards and their various requirements
▪ It is suitable for everyone in your organisation who will
participate in ASES implementation including the Board,
management, teams and staff
The PowerPoint from this webinar will be posted on the NSW
Homelessness Industry Partnership website
WEBINAR AUDIENCE
FUNDING BODY REQUIREMENTS
▪ From 30th June 2023, the Department of Communities and
Justice (formerly FaCS) requires all funded homelessness
providers to achieve ASES accreditation at the
certificate level
▪ Providers will be required to send a copy of their ASES
accreditation certificate to the department by
31 March 2023
WEBINAR OVERVIEW
1. Introduce the ASES Certificate Level Standards
2. Examine the structure and content of the standards
3. Outline some of the outcomes that result from ASES
implementation
4. Identify further resources
1. INTRODUCING ASES:CERTIFICATE LEVEL
INTRODUCING ASES: CERTIFICATE LEVEL
ASES is:
▪ Internationally accredited in ISQua
▪ Formally recognised as a quality
improvement and accreditation
program
▪ Developed, managed and
administered by the South Australian
Department of Human Services
▪ The standards are interconnected and are
designed to work as a complete system
▪ They form the foundation for a whole-of-
organisation quality management approach with
a focus on continuous quality improvement
INTRODUCING ASES
CERTIFICATE LEVEL
2. STANDARDS STRUCTUREAND CONTENT
STANDARDS STRUCTURE & CONTENT
OVERVIEW
ASESCERTIFICATE LEVEL
SOUND MANAGEMENT
SERVICE PROVISION
PEOPLE
SERVICE OUTCOMES
COMMUNICATION
PARTNERSHIP
HUMAN RESOURCES
FINANCIAL & CONTRACT MGT
GOVERNANCE
CONSUMER OUTCOMES
PLANNING
STANDARDS STRUCTURE & CONTENT
SOUND MANAGEMENT
SOUND MANAGEMENT
FINANCIAL & CONTRACT MGT
GOVERNANCE
PLANNING
The Sound Management component focuses on the importance of setting a clear vision and strategic direction for the organisation and driving the supporting operational plans to implement this
Sound Management gives clients, the community and funding
bodies assurance that an organisation is competently run by
showing that:
▪ services are properly planned
▪ mechanisms are in place to support good governance
▪ there are transparent & accountable financial management
systems, and
▪ The organisation meets its contractual obligations
STANDARDS STRUCTURE & CONTENT
SOUND MANAGEMENT
STANDARDS STRUCTURE & CONTENT
PEOPLE
COMMUNICATION
PARTNERSHIP
HUMAN RESOURCES
PEOPLE
The People component is aimed
at ensuring that staff and
volunteers have a safe, fair and
supportive work environment
STANDARDS STRUCTURE & CONTENT
PEOPLE
The People component focuses on:
▪ recruiting and supporting a competent and happy workforce
▪ applying legislative requirements related to human
resource management
▪ actively and strategically forming partnerships to benefit
clients and communities, and
▪ fostering excellent communication within and outside
the organisation
STANDARDS STRUCTURE & CONTENT
SERVICE PROVISION
SERVICE PROVISION
SERVICE OUTCOMES
CONSUMER OUTCOMES
Ultimately however the first
two streams are there to
support the final component
which is Service Provision
STANDARDS STRUCTURE & CONTENT
SERVICE PROVISION
Service Provision has two components:
▪ Service Outcomes are about achieving the best possible services for
clients—it aims to ensure that service outcomes are planned,
monitored and reviewed and they reflect client needs and priorities
▪ Consumer Outcomes reflects multiple aspects of how clients
experience services—how they learn about the service, how they see
its value to them, how they participate in the development of the
service, and their satisfaction with the services delivered
STANDARDS STRUCTURE & CONTENT
ELEMENTS
SOUND MANAGEMENT PEOPLE SERVICE PROVISION
1. PLANNING 4. PEOPLE 7. SERVICE OUTCOMES
1.1 Strategic Planning Standards 4.1 Human Resources Standards 7.1 Outcomes Monitored Standards
1.2 Business Planning Standards 4.2 Work, Health & Safety Standards
4.3 Cultural Inclusion Standards
2. GOVERNANCE 5. PARTNERSHIPS 8. CONSUMER OUTCOMES
2.1 Sound Governance Standards 5.1 Working Collaboratively Standards 8.1 Consumer Participation Standards
2.2 Policy & Procedures Standards 5.2 Teamwork Standards 8.2 Consumer Feedback & Complaints Standards
2.3 Data & Knowledge Mgt Standards
2.4 Risk Management Standards
3. FINANCIAL & CONTRACT MGT 6. COMMUNICATION
3.1 Financial Management Standards 6.1 Communication Standards
3.2 Asset & Physical Resources Standards
3.3 Purchasing & Contract Mgt Standards
STANDARDS STRUCTURE & CONTENT
EVIDENCE GUIDE
▪ The Certificate Level Evidence Guide
provides a detailed description of all of the
elements of the standards and the
associated requirements
▪ Evidence guides are available in the BNG
portal reading room or by request from the
Homelessness Industry Partnership. Email:
3. OUTCOMES
STANDARDS STRUCTURE & CONTENT
OUTCOMES
Clients have a real and authentic voice in the organisation. They have a say in the strategic direction, how services are designed and delivered and their feedback shapes the organisation’s growth and development. This in turn means their needs are understood and services are responsive to their needs and aspirations.
There is a positive and connected workforce, motivated to deliver high quality services. They work in a safe, fair and supportive work environment. There is two-way communication at all levels that results in positive service outcomes. Staff get the support and training they need to be innovative and go that extra mile for their clients.
Strong and productive collaborative relationships are evident with clients, other services and the community. Roles and responsibilities in the organisation are clear and skills, expertise and resources are shared and maximised. As a result the client's journey is co-ordinated and smooth.
4. FURTHER RESOURCES
FURTHER RESOURCES
Information and resources are available to NSW homelessness services to assist with ASES implementation from the following organisations:
The NSW Department of Communities and Justice has an ASES Accreditation page at:▪ https://www.facs.nsw.gov.au/providers/homelessness-services/ASES-accreditation-for-providers
▪ Email: [email protected]
The ASES Team in South Australia within the Department of Human Services has ASES-related information and resources at:▪ https://dhs.sa.gov.au/services/community-services/ases▪ Email: [email protected]
The NSW Homelessness Industry Partnership has comprehensive and targeted resources for ASES implementation at: ▪ https://www.homelessnessnsw.org.au/industry-partnership/quality-ases/nsw-specialist-
homelessness-services-quality-standards-resource▪ Email: [email protected]
THANK YOU
▪ Thank your for watching the ASES Introductory Webinar on the content of the ASES Certificate Level Standards developed by AQP.
▪ AQP is an approved external assessor for ASES by the South Australian Department of Human Services.
www.aqpconsulting.com.au
