Quality framework for telephone counselling and internet-based support services
There is a wide range of stakeholders of the Quality Framework, defined below according to their interests.
Clients of services including their families, carers and friends and the wider community will seek assurance that a service is:
- of high quality
- accessible to them
- responsive to their needs
- based on evidence
- one that will treat them with respect and integrity.
- of a consistent high quality
- responsive to clients' needs, including availability after hours.
- support this type of servicing approach
- are of a high order and include clear role definitions
- promote shared values and commitment
- include access to training and development
- provide mechanisms for valuing individual contributions and staff support
- ensure health and safety is guaranteed, including provision of debriefing and supervision as necessary.
- community and stakeholder expectations are met
- accountability and reporting requirements are met
- services are well managed, high quality, relevant to client needs, produce identifiable outcomes and are value for money.
- all accountability and reporting requirements are met
- the reputation of the organisation is enhanced by the delivery of high quality services
- good governance and management processes are in place.
- has a good reputation in the community
- consistently delivers high-quality services
- is responsive to community and clients' needs
- is accessible and equitable
- is continually improved by incorporation of evaluation feedback and sound research evidence
- has good governance and management processes in place.
- are of high quality
- support individuals
- are accessible, equitable and inclusive
- are value for money.
- are high quality
- are based on clinical evidence
- are accountable
- provide value for money
- enhance government mental health program objectives.