Quality Management Framework
For the Community Managed Sector (Non Government Organisations)
Tammy Ford
Assistant Director, Sector Development
What’s included in the Framework?• The proposed quality management framework for CMOs
includes: – an annual self assessment completed by CMOs, this
includes a 12 month continuous improvement plan;– improved reporting, tracking, management and
investigation (as required) of Notifiable Incidents; and– Quality evaluations that will be conducted by a panel
of independent evaluators (including carers and people with a lived experience of mental illness).
Panel of Evaluators• Panel Contract of Team Leaders and Evaluators• Minimum of two per Quality Team - 1 x Team Leader and
1 x Evaluator• Both roles to collect anecdotal evidence from a number
of sources that supports (or fails to support) the CMO’s effort to:– address the Outcomes (meet individual needs) and – comply with the NSMHS
How will they evaluate?• Evidence of NSMHS and Outcomes will be sought via:
– Feedback (interviews with individuals, families, staff,
management, Board members, public MHS etc)
– Observations (of physical environment; interactions;
practices)
– Documentation (individual plans, policies,
procedures)
Key Stages: Quality Evaluations
• Evaluations will be conducted at a whole of Organisation level for Commission funded services (i.e. will be based on all service types that the Commission funds)
• Undertaken approx once every 3 years• Take 3 months to complete (from initial meeting to final
report)• Approx 20 CMOs to be evaluated per year once
established
Key Stages: Quality Evaluations• The Commission will notify you of an upcoming Evaluation
and will provide an information package and the contact details for the Team Leader
• CMO advertises/promotes the upcoming Evaluation to stakeholders
• CMO provides list of service users and contact details to the Team Leader
• Team Leader establishes random sample of service users
– for interviews;
– for reviews of individual plans
Key Stages: Quality Evaluations• Preliminary meeting – intro and scope of Evaluation – all
stakeholders invited• Site visits – observing services in action, interviews and
reviewing documentation• Analysing evidence collected and drafting report which
may include:– What is working well and any best practice examples– Identify Opportunities for Service Improvement– Identify Required Actions
Key Stages: Quality Evaluations• Draft report findings will be discussed with the CMO
– CMO offered opportunity to submit additional evidence or provide further information
– Based on this, Team Leader will establish whether any changes to the report are warranted
• Final Evaluation report submitted for Commissioner sign-off
• CMO to distribute / make final report available to all stakeholders
• CMO will be asked for feedback on their experience of the Evaluation process
Pilot• Expression of Interest – Thank you for your interest in
participating!• Approximately 5 Organisations to participate• Confirmation once panel established• Range of Organisations/Services• Review Process – Feedback Workshops• Refine Process• Provide Training to Sector and Evaluators• Roll Out Full Scale (approx 20 Organisations per year)
Timelines• Tender for Panel of Evaluators recently closed - in
process of assessing applicants• Expect to finalise Panel by end of November• Training of Panel will occur in December/January• Information package for CMOs currently under
development – finalised December • Information session held with Organisations involved in
Pilot – approximately January
Timelines• Pilot evaluations with 5 service providers - February
2014• Final reports on the pilot organisations - May 2014• Feedback workshops on process – May/June• Refine process , templates and information packages,
etc as required – July /August• Provide information training to sector on revised
process – August/September• Roll out process – September
• Please note the above timeframes are approximate
Ongoing Training Opportunities• The Commission intends to provide ongoing training opportunities to
the sector and has just finalised a tender for a panel of trainers/experts – including International and Australian experts
• Topics/training opportunities will include:– Person centred practices;– Trauma informed care– Recovery– Self directed supports– Peer workforce training– Governance and leadership
• We would welcome any suggestions for other training topics please email [email protected]
ContactsSector Development and Quality Team• Tammy Ford, Assistant Director Sector Development
and Quality – 6272 1279• Louise Cefalo, Senior Project Officer – Quality
Assurance – 6272 1273• Moya Fisher, Program Manager – Sector
Development – 6272 1247• Thelma Sze, Quality Assurance Support Officer –
6272 1218
• Or email [email protected]
Questions?