Human Services Quality Framework (HSQF) support

  • From left: Cecilia Upkett, Aboriginal and Torres Strait Islander Family Wellbeing Manager and Maria Conroy, Family Participation Support Worker at Girudala Community Co-operative Society Ltd.

Since 2013, QCOSS has partnered with the state government to provide a range of supports to assist the sector in implementing the Human Services Quality Framework (HSQF). This support ensures people delivering services have access to consistent, synthesised and relevant information.

Our support includes one-on-one or small group support to assist organisations with the implementation and preparation of the HSQF, as well as a suite of HSQF-specific resources via the Community Door website.

The one-on-one or small group support is beneficial for us as an organisation, as we can better understand the challenges the sector is facing, and provide this feedback to government.

One QCOSS member that uses this service is the Girudala Community Co-operative Society Ltd. in Bowen, North Queensland. Michelle Hooke, who is the CEO of the co-operative, heard about the support QCOSS provides through the IHCA auditing body for HSQF.

“They said we needed help through the evidence we provided and suggested we talk to QCOSS,” Michelle says.

Michelle contacted us, and QCOSS staff member Fiona Hunt visited the organisation to help.

“We were stuck in a hole ourselves. We assumed we had to create everything from scratch. We didn’t think our current practices were in line, but Fiona came and reassured us [they were]. Without Fiona coming along we would have been bogged down in extension after extension after extension.”

Michelle found the one-to-one support invaluable.

“It was fantastic! We put the documentation out on the table and Fiona guided us.”

“QCOSS’ support was very much from the grassroots level, so we were comfortable in asking for support. It was not daunting. Fiona never hesitated to say, “Yes we can help you.”

The cooperative is part of a consortium, so Michelle invited the rest of the consortium to come along.

“Fiona helped them too.”

Michelle is happy to say the support we provided worked – they passed the audit.

“It wasn’t as daunting as we initially thought because of the QCOSS input. Fiona made the task less daunting.”

Michelle says it has been important to have ongoing support.

“Fiona kept in contact after. We are very busy people, so our minds get distracted. It was important she kept in contact to keep us focussed.”

Michelle says they also used the resources on Community Door extensively and have continued to use them since passing the audit.

“We used the suite of policies and procedures extensively. Anything that we weren’t clear on we asked Fiona.”

“We keep checking in with the Community Door website.”

Michelle has continued to tell other organisations about the support we offer. She is also the Chair of a regional Indigenous housing body, and happily referred them to us as well.

“I just want to thank QCOSS for their support.”

Photo: From left, Cecilia Upkett, Aboriginal and Torres Strait Islander Family Wellbeing Manager and Maria Conroy, Family Participation Support Worker at Girudala Community Co-operative Society Ltd.
5 November 2019 |Focus area: |Service type: