The purpose of this task is to demonstrate your ability to establish quality standards for your service (or program) in consultation with others, to benchmark industry standards and good practice.

This task is broken into three areas:

• Review current standards and processes
• Plan the consultation session
• Conduct consultation with stakeholders.

You are required to choose a service or program that supports the rights and interests of clients currently in your organisation and then, review the following in preparation for your consultation meeting:

• National and industry quality guidelines and standards
• The organisation's procedures and processes, including principles and practices on:
  • The importance of sustainability
  • Equal opportunity and discrimination
  • Work, health and safety
  • Confidentiality and disclosure
  • Complaints process
• Existing quality frameworks.

Plan the consultation session

The purpose of this task is to demonstrate your ability to plan and develop a quality framework for a service or program in a community sector organisation that supports the rights and interests of clients and the community.

First, you are required to plan a consultation session. This session must include at least four (4) key stakeholders who can help establish quality service standards and benchmarking against industry standards or existing quality frameworks for the service or program you have selected.

Develop an agenda using Appendix 1 - Meeting minutes template. Provide a brief description of the framework's purpose:

• What is being measured

Why it is being measured

What is the overall goal?

When developing the agenda, consider topics to discuss that will capture quality information on the expectations of the organisation, clients and industry. Topics are to be based around the following:

• The service/program's purpose and goal
• The company's vision and objective, including how it aligns with the service/program
• Current continuous improvement processes
• Potential consultation processes with clients and the community
• Compliance standards and non-compliance issues that may arise
• National and industry standards
• Principles of holistic and person-centred support and where to access good practice information
• Policies, procedures, effectiveness and processes for good practice
• Importance of sustainability
• Potential barriers or issues to quality customer service
• Expectations of clients
• Resources available to meet service standards.

Invite a minimum of four (4) key stakeholders to participate in the consultation session.

Key stakeholders may include:

• Manager or Supervisor of the service/program delivery
• Organisation's quality manager
• Colleagues/employees
• Clients of services/program
• Interested community members.

https://selmar.app.axcelerate.com/management/showDoc.cfm?DocID=425773&User=10292739&access=557556CD14A6374CDD6310508EC1B484