{"id":2361,"date":"2026-05-28T09:54:38","date_gmt":"2026-05-28T01:54:38","guid":{"rendered":"https:\/\/it.caritas.org.hk\/sqs\/"},"modified":"2026-07-14T22:05:40","modified_gmt":"2026-07-14T14:05:40","slug":"sqs","status":"publish","type":"page","link":"https:\/\/it.caritas.org.hk\/en\/about\/sqs\/","title":{"rendered":"Service Quality Standards (SQSs) and Criteria"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"2361\" class=\"elementor elementor-2361 elementor-1480\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e66d30e e-flex e-con-boxed e-con e-parent\" data-id=\"e66d30e\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-2c40629 e-con-full e-flex e-con e-child\" data-id=\"2c40629\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f4d3088 elementor-widget elementor-widget-heading\" data-id=\"f4d3088\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<div class=\"elementor-heading-title elementor-size-default\">About Us<\/div>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-599ee50 elementor-widget elementor-widget-heading\" data-id=\"599ee50\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Service Quality Standards<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1c5e4ae elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"1c5e4ae\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>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.<\/p><p>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:<\/p><ul><li><span style=\"color: #9b2f2d;\"><strong>Clearly define the service purpose and objectives, and make the mode of operation transparent;<\/strong><\/span><\/li><li><span style=\"color: #9b2f2d;\"><strong>Manage resources effectively, with flexible and innovative management practices that continuously improve service quality;<\/strong><\/span><\/li><li><span style=\"color: #9b2f2d;\"><strong>Identify and meet the specific needs of service users;<\/strong><\/span><\/li><li><span style=\"color: #9b2f2d;\"><strong>Respect the rights of service users.<\/strong><\/span><\/li><\/ul><p>There are currently <strong><span style=\"color: #9b2f2d;\">sixteen Service Quality Standards<\/span><\/strong>. 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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-db1227c elementor-widget__width-inherit elementor-widget elementor-widget-it_standards_list\" data-id=\"db1227c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"it_standards_list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"it-standards-list\">\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"it-standards-list__row\">\n\t\t\t\t\t<div class=\"it-standards-list__label\">Standard 1<\/div>\n\t\t\t\t\t<div class=\"it-standards-list__text\">The service unit ensures that a clear description of its purpose, objectives, and mode of service delivery is publicly available.<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"it-standards-list__row\">\n\t\t\t\t\t<div class=\"it-standards-list__label\">Standard 2<\/div>\n\t\t\t\t\t<div class=\"it-standards-list__text\">The service unit should review and update its policies and procedures relating to service delivery.<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"it-standards-list__row\">\n\t\t\t\t\t<div class=\"it-standards-list__label\">Standard 3<\/div>\n\t\t\t\t\t<div class=\"it-standards-list__text\">The service unit maintains accurate and up-to-date records of its service operations and activities.<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"it-standards-list__row\">\n\t\t\t\t\t<div class=\"it-standards-list__label\">Standard 4<\/div>\n\t\t\t\t\t<div class=\"it-standards-list__text\">The roles and responsibilities of all staff, managers, the Management Committee and\/or Board, or other decision-making bodies are clearly defined.<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"it-standards-list__row\">\n\t\t\t\t\t<div class=\"it-standards-list__label\">Standard 5<\/div>\n\t\t\t\t\t<div class=\"it-standards-list__text\">The service unit\/agency implements effective practices for staff recruitment, contracting, development, training, appraisal, deployment, and disciplinary procedures.<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"it-standards-list__row\">\n\t\t\t\t\t<div class=\"it-standards-list__label\">Standard 6<\/div>\n\t\t\t\t\t<div class=\"it-standards-list__text\">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.<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"it-standards-list__row\">\n\t\t\t\t\t<div class=\"it-standards-list__label\">Standard 7<\/div>\n\t\t\t\t\t<div class=\"it-standards-list__text\">The service unit implements policies and procedures to ensure effective financial management.<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"it-standards-list__row\">\n\t\t\t\t\t<div class=\"it-standards-list__label\">Standard 8<\/div>\n\t\t\t\t\t<div class=\"it-standards-list__text\">The service unit complies with all relevant legal obligations.<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"it-standards-list__row\">\n\t\t\t\t\t<div class=\"it-standards-list__label\">Standard 9<\/div>\n\t\t\t\t\t<div class=\"it-standards-list__text\">The service unit takes all reasonable steps to ensure that staff and service users are in a safe environment.<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"it-standards-list__row\">\n\t\t\t\t\t<div class=\"it-standards-list__label\">Standard 10<\/div>\n\t\t\t\t\t<div class=\"it-standards-list__text\">The service unit ensures that service users receive clear and accurate information about how to apply for and withdraw from services.<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"it-standards-list__row\">\n\t\t\t\t\t<div class=\"it-standards-list__label\">Standard 11<\/div>\n\t\t\t\t\t<div class=\"it-standards-list__text\">The service unit uses a planned approach to assess and meet the needs of service users, whether they are individuals, families, groups, or communities.<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"it-standards-list__row\">\n\t\t\t\t\t<div class=\"it-standards-list__label\">Standard 12<\/div>\n\t\t\t\t\t<div class=\"it-standards-list__text\">The service unit respects service users&#039; right to make informed choices about the services they receive, as far as practicable.<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"it-standards-list__row\">\n\t\t\t\t\t<div class=\"it-standards-list__label\">Standard 13<\/div>\n\t\t\t\t\t<div class=\"it-standards-list__text\">The service unit respects service users&#039; rights in relation to private property.<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"it-standards-list__row\">\n\t\t\t\t\t<div class=\"it-standards-list__label\">Standard 14<\/div>\n\t\t\t\t\t<div class=\"it-standards-list__text\">The service unit respects service users&#039; rights to privacy and confidentiality.<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"it-standards-list__row\">\n\t\t\t\t\t<div class=\"it-standards-list__label\">Standard 15<\/div>\n\t\t\t\t\t<div class=\"it-standards-list__text\">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.<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"it-standards-list__row\">\n\t\t\t\t\t<div class=\"it-standards-list__label\">Standard 16<\/div>\n\t\t\t\t\t<div class=\"it-standards-list__text\">The service unit takes all reasonable steps to ensure that service users are protected from abuse.<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8d6fbfe elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"8d6fbfe\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>For more information, please visit <a href=\"https:\/\/ycs.caritas.org.hk\/sqs\/\" target=\"_blank\" rel=\"noopener\"><span style=\"text-decoration: underline;\"><strong>Service Quality Standards of Caritas Youth and Community Service<\/strong><\/span><\/a>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>About Us 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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":2375,"menu_order":13,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"inline_featured_image":false,"footnotes":""},"class_list":["post-2361","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Service Quality Standards (SQSs) and Criteria - Caritas Infinity Teens<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/it.caritas.org.hk\/en\/about\/sqs\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service Quality Standards (SQSs) and Criteria - Caritas Infinity Teens\" \/>\n<meta property=\"og:description\" content=\"About Us 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 [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/it.caritas.org.hk\/en\/about\/sqs\/\" \/>\n<meta property=\"og:site_name\" content=\"Caritas Infinity Teens\" \/>\n<meta property=\"article:modified_time\" content=\"2026-07-14T14:05:40+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/it.caritas.org.hk\\\/en\\\/about\\\/sqs\\\/\",\"url\":\"https:\\\/\\\/it.caritas.org.hk\\\/en\\\/about\\\/sqs\\\/\",\"name\":\"Service Quality Standards (SQSs) and Criteria - Caritas Infinity Teens\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/it.caritas.org.hk\\\/en\\\/#website\"},\"datePublished\":\"2026-05-28T01:54:38+00:00\",\"dateModified\":\"2026-07-14T14:05:40+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/it.caritas.org.hk\\\/en\\\/about\\\/sqs\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/it.caritas.org.hk\\\/en\\\/about\\\/sqs\\\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/it.caritas.org.hk\\\/en\\\/about\\\/sqs\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/it.caritas.org.hk\\\/en\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"About Us\",\"item\":\"https:\\\/\\\/it.caritas.org.hk\\\/en\\\/about\\\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Service Quality Standards (SQSs) and Criteria\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/it.caritas.org.hk\\\/en\\\/#website\",\"url\":\"https:\\\/\\\/it.caritas.org.hk\\\/en\\\/\",\"name\":\"\u660e\u611b\u9023\u7ddaTeen\u5730\\u2028\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\\\/\\\/it.caritas.org.hk\\\/en\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/it.caritas.org.hk\\\/en\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/it.caritas.org.hk\\\/en\\\/#organization\",\"name\":\"\u660e\u611b\u9023\u7ddaTeen\u5730\\u2028\",\"url\":\"https:\\\/\\\/it.caritas.org.hk\\\/en\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/it.caritas.org.hk\\\/en\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/it.caritas.org.hk\\\/wp-content\\\/uploads\\\/2026\\\/05\\\/logo.svg\",\"contentUrl\":\"https:\\\/\\\/it.caritas.org.hk\\\/wp-content\\\/uploads\\\/2026\\\/05\\\/logo.svg\",\"width\":289,\"height\":40,\"caption\":\"\u660e\u611b\u9023\u7ddaTeen\u5730\\u2028\"},\"image\":{\"@id\":\"https:\\\/\\\/it.caritas.org.hk\\\/en\\\/#\\\/schema\\\/logo\\\/image\\\/\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Service Quality Standards (SQSs) and Criteria - Caritas Infinity Teens","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/it.caritas.org.hk\/en\/about\/sqs\/","og_locale":"en_US","og_type":"article","og_title":"Service Quality Standards (SQSs) and Criteria - Caritas Infinity Teens","og_description":"About Us 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 [&hellip;]","og_url":"https:\/\/it.caritas.org.hk\/en\/about\/sqs\/","og_site_name":"Caritas Infinity Teens","article_modified_time":"2026-07-14T14:05:40+00:00","twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/it.caritas.org.hk\/en\/about\/sqs\/","url":"https:\/\/it.caritas.org.hk\/en\/about\/sqs\/","name":"Service Quality Standards (SQSs) and Criteria - Caritas Infinity Teens","isPartOf":{"@id":"https:\/\/it.caritas.org.hk\/en\/#website"},"datePublished":"2026-05-28T01:54:38+00:00","dateModified":"2026-07-14T14:05:40+00:00","breadcrumb":{"@id":"https:\/\/it.caritas.org.hk\/en\/about\/sqs\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/it.caritas.org.hk\/en\/about\/sqs\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/it.caritas.org.hk\/en\/about\/sqs\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/it.caritas.org.hk\/en\/"},{"@type":"ListItem","position":2,"name":"About Us","item":"https:\/\/it.caritas.org.hk\/en\/about\/"},{"@type":"ListItem","position":3,"name":"Service Quality Standards (SQSs) and Criteria"}]},{"@type":"WebSite","@id":"https:\/\/it.caritas.org.hk\/en\/#website","url":"https:\/\/it.caritas.org.hk\/en\/","name":"\u660e\u611b\u9023\u7ddaTeen\u5730\u2028","description":"","publisher":{"@id":"https:\/\/it.caritas.org.hk\/en\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/it.caritas.org.hk\/en\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/it.caritas.org.hk\/en\/#organization","name":"\u660e\u611b\u9023\u7ddaTeen\u5730\u2028","url":"https:\/\/it.caritas.org.hk\/en\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/it.caritas.org.hk\/en\/#\/schema\/logo\/image\/","url":"https:\/\/it.caritas.org.hk\/wp-content\/uploads\/2026\/05\/logo.svg","contentUrl":"https:\/\/it.caritas.org.hk\/wp-content\/uploads\/2026\/05\/logo.svg","width":289,"height":40,"caption":"\u660e\u611b\u9023\u7ddaTeen\u5730\u2028"},"image":{"@id":"https:\/\/it.caritas.org.hk\/en\/#\/schema\/logo\/image\/"}}]}},"_links":{"self":[{"href":"https:\/\/it.caritas.org.hk\/en\/wp-json\/wp\/v2\/pages\/2361","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/it.caritas.org.hk\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/it.caritas.org.hk\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/it.caritas.org.hk\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/it.caritas.org.hk\/en\/wp-json\/wp\/v2\/comments?post=2361"}],"version-history":[{"count":15,"href":"https:\/\/it.caritas.org.hk\/en\/wp-json\/wp\/v2\/pages\/2361\/revisions"}],"predecessor-version":[{"id":3030,"href":"https:\/\/it.caritas.org.hk\/en\/wp-json\/wp\/v2\/pages\/2361\/revisions\/3030"}],"up":[{"embeddable":true,"href":"https:\/\/it.caritas.org.hk\/en\/wp-json\/wp\/v2\/pages\/2375"}],"wp:attachment":[{"href":"https:\/\/it.caritas.org.hk\/en\/wp-json\/wp\/v2\/media?parent=2361"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}