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Service Quality Standards

The Social Welfare Department (SWD) and subvented welfare organizations jointly developed the Subsidy and Service Agreement and a set of Service Quality Standards to define and evaluate service performance.

For service management and delivery, the Service Quality Standards set out the level of quality expected of welfare service units. They are based on the following four principles, which express the core values of welfare services:

  • Clearly define the service purpose and objectives, and make the mode of operation transparent;
  • Manage resources effectively, with flexible and innovative management practices that continuously improve service quality;
  • Identify and meet the specific needs of service users;
  • Respect the rights of service users.

There are currently sixteen Service Quality Standards. Each standard is supported by a set of Criteria and Assessment Indicators. These Criteria and Assessment Indicators are general basic requirements. Service operators may apply them in ways that suit individual service types or service units, so that all Service Quality Standards are met.

Standard 1
The service unit ensures that a clear description of its purpose, objectives, and mode of service delivery is publicly available.
Standard 2
The service unit should review and update its policies and procedures relating to service delivery.
Standard 3
The service unit maintains accurate and up-to-date records of its service operations and activities.
Standard 4
The roles and responsibilities of all staff, managers, the Management Committee and/or Board, or other decision-making bodies are clearly defined.
Standard 5
The service unit/agency implements effective practices for staff recruitment, contracting, development, training, appraisal, deployment, and disciplinary procedures.
Standard 6
The service unit regularly plans, reviews, and evaluates its own performance, and has an effective mechanism for service users, staff, and other interested parties to provide feedback on its performance.
Standard 7
The service unit implements policies and procedures to ensure effective financial management.
Standard 8
The service unit complies with all relevant legal obligations.
Standard 9
The service unit takes all reasonable steps to ensure that staff and service users are in a safe environment.
Standard 10
The service unit ensures that service users receive clear and accurate information about how to apply for and withdraw from services.
Standard 11
The service unit uses a planned approach to assess and meet the needs of service users, whether they are individuals, families, groups, or communities.
Standard 12
The service unit respects service users' right to make informed choices about the services they receive, as far as practicable.
Standard 13
The service unit respects service users' rights in relation to private property.
Standard 14
The service unit respects service users' rights to privacy and confidentiality.
Standard 15
Every service user and staff member is free to lodge complaints about the agency or service unit without fear of reprisal, and those complaints should be handled properly.
Standard 16
The service unit takes all reasonable steps to ensure that service users are protected from abuse.

For more information, please visit Service Quality Standards of Caritas Youth and Community Service.