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Department for Communities and Social Inclusion

Quality Systems and Outcomes Measurement Project

Disability SA established the Quality Systems and Outcomes Measurement Project in December 2013 in response to the question: How can individuals, families and funders know that disability support services are effective in achieving outcomes? Here is the executive summary of the project report.

Executive summary

Disability SA established the Quality Systems and Outcomes Measurement Project in December 2013 in response to the question: How can individuals, families and funders know that disability support services are effective in achieving outcomes? This question is challenging jurisdictions right across Australia, as part of striving to be sure that support services for people with disability are responding to improve the lives of people with disability.

The project has produced a Service Effectiveness Framework (the framework). The framework uses tailored organisational effectiveness indicators to measure and monitor the performance of disability service providers in providing support that makes a difference in people's lives.

This unifying framework enables:

  • Individuals and families: to have additional information to compare between, or reflect on, the performance of providers in areas of importance to them, as well as information gained from their informal networks and personal preferences.
  • Providers: to review and monitor their service delivery, which provides a basis for supervising direct support practice and reporting about service delivery performance to the people they support and to their Board and Chief Executive Officer.
  • Funders and external reviewers: to review and critique the service delivery outcomes of providers consistent with regulations, standards or other accountability requirements.

The framework changes expectations of providers: this is not a template of what providers must report but an emphasis on how to respond. This is a formative and developmental process with significant benefits arising for provider accountability to individuals and funder/government.

The framework is derived from four core individual outcome domains. The service effectiveness indicators (the indicators) reflect how well each provider responds to the people being supported, given their service model/s, business model and program logic. These indicators can be used by organisations to identify and measure service outcomes within their organisation and by individuals and families to guide their own enquiries and observations of organisation.

Implementation will not follow a uniform path – but depends on each provider developing measures of their effectiveness in making a difference in the lives of people that they support.

Cover image of the full printable reportA Toolkit including four guides has been developed to assist service providers, individuals and funders in the further development and understanding of service effectiveness measures and indicators.

Guide 1 – Establishing indicators of service effectiveness: outlines for providers how to develop indicators and measures particular for each organisation.

Guide 2 – Monitoring service delivery: is organised according to the outcome domains and provides information for anyone when visiting service providers and observing service delivery about 'what to see and what to ask about'.

Guide 3 – Observing indicators of service effectiveness: proposes a process for observing service delivery and asking questions when individuals, perhaps with their family members, are visiting service providers. This guide could also be used by internal review teams or external assessors.

Guide 4 – Signposts of effective services: offers tips for identifying effective and ineffective services.

Accessible and printable report versions

The report of the project is available in two versions:

Quality Systems and Outcomes Measurement Project - accessible Word document, 66 pages (DOCX 471.2 KB)

Quality Systems and Outcomes Measurement Project - printable Word document, 73 pages (DOCX 6.2 MB)


Contact Martin Lockwood, Chief Project Officer, on +61 8 8415 4202 or by email at martin.lockwood@sa.gov.au  

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Provided by:
Department for Communities and Social Inclusion
URL:
http://www.dcsi.sa.gov.au/agencies/disability-sa/disability-sa-publications/quality-systems-and-outcomes-measurement-project
Last Updated:
28 Oct 2016
Printed on:
18 Nov 2017
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