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Program summary card
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Issue |
Program rules/comments |
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Standard (s) |
Queensland Disability Service Standards |
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Any other relevant document |
Nil |
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Target audience |
Queensland disability support services organisations |
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Global-Mark output document |
Certificate of Approval |
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Other Global-Mark output document |
Certification schedule (used if all the information does not fit on the Certificate of Approval) |
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Certificate validity period |
3 years |
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Certification mark that can be used by the client |
Trust-Mark® Queensland Disability Service Standards |
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Can this mark be used on product? |
No |
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Periodicity of post certification reviews |
12 monthly |
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Periodicity of re-certification review |
3 years |
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Steps to and post certification |
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Application |
ü |
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Document review |
ü |
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Pre-certification review |
Optional |
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Certification review |
ü |
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Technical file review |
Nil |
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Follow-up review |
ü |
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Post certification review |
ü |
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Re-certification review |
ü |
Global-Mark’s program is designed to meet the requirements of the Queensland Disability Service Standards (QDSS).
Services establishing a management system that meets the Standards and Key Performance Indicators can expect to see benefits of increased efficiency, added staff moral and the delivery of a quality service to consumer and advocates.
Organisations that are successfully certified to the QDSS by Global-Mark receive an electronic Certificate of Approval which is downloaded from our website. They are also entitled to use and display the Trust-Mark® on marketing and promotional materials as an indication of their achievement. The organisations details are also listed on Global-Mark’s register of certified organisations at www.global-mark.com.au.
In essence QDSS certification reflects an organisation’s commitment to providing fair, transparent and equitable support services to consumers with disabilities.
The certification process is extensive and will involve a person with a disability (Audit Trained Service User or ATSU on the Global-Mark team) in consumer and management interviews. We need to confirm that your service works well, and has all the “safety nets” in place to ensure consumers will have good outcomes.
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Key definitions for the Disability Sector Quality System |
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Audit Trained Service User |
A member of the audit team who is either a person with a disability within the meaning of the Disability Services Act 1992 (Qld), or who has experience as a service user of a disability support service; or a family member, guardian or carer of such a person. |
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Assessment guide |
A working document that is used by service providers to identify and record signposts and evidence examples specific to the service type and/or outlet being assessed. |
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Conformity |
The requirements of the Service Standard Indicator are met. See Rating scale. |
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Continual improvement |
Recurring activity to increase the ability to fulfill requirements. Note: the process of establishing objectives and finding opportunities for improvement is a continual process, through the use of audit findings and audit conclusions; analysis of data; management reviews or other means; and generally leads to corrective or preventative action. |
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DSQ |
Disability Services Queensland |
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Funded agency |
A funded agency is an organisation that delivers one or more service types (service type outlets). Funded agencies are usually legal entities. Where a funded agency operates only one service type outlet, the service type outlet and the funded agency are one and the same entity. |
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Improvement action |
Activities planned and implemented as a result of nonconformities being raised, suggested improvements from service user feedback, or outcomes from management reviews. These are documented in the continual improvement plan or its equivalent. |
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Indicator rating |
A rating system used for each of the service standard indicators. |
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Individual plan |
A document that provides the details of the service to be provided to a service user, as amended from time to time. |
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Information |
All documentation, records and data in either hard copy or electronic format that are applicable to the management, administration, operation and service performance or delivery of a service provider. |
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Internal audit |
An audit conducted by, or on behalf of, a service provider, by persons free from responsibility for the activities being audited; as the basis for the service provider’s self-declaration of conformity, or for management review or other internal purposes. |
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Major nonconformity |
The requirements of a service standard indicator associated with a Queensland Disability Service Standard are not met, or the outcome is ineffective; or there are more than two nonconforming indicators within a standard; or there are more than two nonconforming standards across the ten standards. |
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Maintenance audit |
An annual audit to assess whether the service provider's activities as described in the documented management system, are functioning effectively and continuing to meet the requirements of the Queensland Disability Service Standards. Also called a Post Certification Business Review within the Global-Mark system. |
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Nonconformity |
The requirements of an indicator associated with a Queensland Disability Service Standard are not fully met, or the outcome is only partly effective. |
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Notifiable issue |
Evidence or allegations of a serious health, safety or abuse risk, financial impropriety and/or professional misconduct.
At any stage of an audit, the auditor may identify a notifiable issue. A notifiable issue is the suspicion, allegation or evidence of:
- a serious health, safety, or abuse risk to a person with a disability
- serious concerns regarding governance or financial accountability or criminal activity
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Observation |
Opportunity for positive feedback or suggested improvement to be included within the continual improvement plan. |
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Person with a disability |
The Disability Services Act 1992 (Qld) defines a person with a disability as follows:
'(1) This Act applies to a person with a disability –
(a) that is attributable to an intellectual, psychiatric, cognitive, neurological, sensory or physical impairment or a combination of impairments; and
(b) that results in –
(i) a substantial reduction of the person’s capacity for communication, social interaction, learning or mobility; and
(ii) the person needing support.
(2) The disability must be permanent or likely to be permanent.
(3) The disability may be, or may not be, of a chronic episodic nature. |
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Privacy Act and privacy principles |
Privacy Act 1988 as amended 2000; and the eleven (11) privacy principles associated with the Act. |
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Queensland Disability Service Standards |
Comprise the Queensland Disability Service Standards and their service standard indicators |
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Rating scale |
The system used to rate conformity of a service provider |
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Region |
As defined by DSQ regional boundaries |
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Self-assessment (of a service provider) |
Internal assessment in consultation with service users, staff and other stakeholders, as applicable, to determine whether the service provider’s performance and delivery comply with the Queensland Disability Service Standards. |
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Self-assessment guide |
A working document that is used by service providers to identify and record signposts and evidence examples specific to the service type and/or outlet being assessed. |
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Service |
A service is a support activity delivered to a service user, in accordance with the Commonwealth State and Territories Disability Agreement (CSTDA). Services within the scope of the DSQS are those for which recurrent funding has been provided by DSQ operating under the CSTDA. |
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Service Provider |
A service receiving recurrent funding under the Disability Services Act 1992 (Qld) (or as amended); or the Commonwealth – State/Territory Disability Agreement (CSTDA). |
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Service user |
A service user is a person with a disability or a family member or carer of a person with a disability, who receives a CSTDA- funded service. |
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Service type |
Service type is the support activity which the service type outlet has been funded to provide under the CSTDA.
The CSTDA National Minimum Data Set (CSTDA NMDS) classifies services according to ‘service type’. The ‘service type’ classification groups services into seven categories (known as ‘service groups’): accommodation support; community support; community access; respite; employment; advocacy, information and alternative forms of communication; and other support services. Within each of these categories there are subcategories.
These can be:
- accommodation services;
- community support;
- community access;
- respite;
- advocacy, information and print disability;
- other support.
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Service type outlet |
A service type outlet is the unit of the funded agency that delivers a particular CSTDA service type at or from a discrete location.
If a funded agency provides, say, both accommodation support and respite services, it is counted as two service type outlets. Similarly, if an agency is funded to provide more than one accommodation support service type (for example, group homes and attendant care) then it is providing (and is usually separately funded for) two different service types, that is, there are two service type outlets for the funded agency. |
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Self assessment |
Internal assessment in consultation with service users, staff and other stakeholders, as applicable, to determine whether the service provider’s performance and delivery comply with the Queensland Disability Service Standards. |
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Service user assessment |
A second-party assessment provided by service users, their families or carers, to provide feedback on whether the service provider’s performance and service delivery comply with the Queensland Disability Service Standards. |
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Standard rating |
A rating system used for each of the service standards. |
Program rules and conditions
The Program is government by the Department but administered by JASANZ (Joint Accreditation System of Australia and New Zealand, www.jas-anz.com.au ). JASANZ Procedure 28 defines the requirements that apply to Global-Mark and the way in which we deliver the program. Procedure 28 is updated from time to time, and Global-Mark updates its procedures and practices accordingly. This will in some cases impact Clients.
Document review to be completed by Global-Mark prior to certification
Documentation provided by the service provider for review prior to the certification review must include:
· a copy of the most recently completed Queensland Disability Service Standards Self-Assessment Workbook;
· records of management reviews and internal audits held in the last 12 months, and continual improvement actions;
· relevant policies and procedures relating to the Queensland Disability Service Standards.
How we will deal with a “notifiable issue”
If during any audit, evidence is found or allegations are made regarding a notifiable issue, we will:
· record the details of the disclosure, allegation or witnessed event;
· immediately notify the service provider’s management;
· notify DSQ immediately.
We are not responsible for resolving a notifiable issue, but certification cannot proceed until DSQ advises us that the notifiable issue has been resolved.
Scope of certification
The scope your of certification must be based on the General Service Agreement between DSQ your organisation.
Global-Mark’s audit must also always include the audit of your head office.
Global-Mark’s undertaking and obligations
The following requirements are conditions set for Global-Mark to be a participant within the program:
- if Global-Mark is requested to, we may issue a copy of the review reports and findings to the Department, or its representative(s).
- Global-Mark will contact and report to the Department any health, safety or abuse risk, professional misconduct, financial improprieties found or suspected during our review.
- information about your service may be disclosed to the Department without your consent.
- once you have achieved certification our reviews will be held yearly, or more often.
- if nonconformities are detected a follow-up review(s) will be needed to verify that these have been addressed.
- during our review we will be contacting and communicating with a number of consumer advocate groups and we ask that you to provide us with of their details, and provide them with the following in order to brief them of our visit and purpose:
- the opportunity to meet with us, or ring us before the Global-Mark reviews
- copies of our Global-Mark reports and findings.
- if an appeal is lodged to our organisation in regard to the QDSS program, we will involve an independent Service User in the processing and decision making process of this appeal.
- we do not discriminate against any service, person, or group.
- our certification procedures are available to our client or potential clients on request (and in our office or with one of our officers) and subject to their availability.
Your service undertaking and obligations
As part of this agreement you must ensure that:
- your service maintains a documented management system which conforms and continues to conform with the Queensland Disability Service Standards;
- consumers are made aware of our visit. Consumers must be offered the opportunity to participate and meet with us;
- Global-mark must interview a sample of your consumers. In order to facilitate these interviews we will need your support and assistance to provide us with relevant consumer details. Interviews may be done face to face individually, as part of a focus group (or via telephone or written surveys);
- Consumer consent forms require completion: we will require to see a copy of the signed form as if consent forms have not been signed by all consumers at the interview stage, consumers will be asked to sign the form prior to Global-Mark accessing their files or interviewing them (we can if requested sign a confidentiality statement);
- we have access and are made aware of the details and contacts of the consumer advocate group or committee, as appropriate;
- a representative of the consumers is involved throughout the review (including opening and closing meetings);
- internal audits and management reviews are completed, scheduled and there are records to demonstrate this. It is important that these records provide evidence of consumer participation in these processes;
- your service is registered with the Department;
- when requested by Global-Mark, you make available to us records of all communications and actions,(including complaints in relation to the services you provide to consumers) and all other records as they relate to compliance with the Standards.
If more that one site is offering disability support services, please contact us and we will inform you about the eligibility criteria for multi-sited certification.
The Queensland Disability Service Standards are listed below.
1. Service access
Each person with a disability seeking a service has access to the service on the basis of relative need and within available resources.
2. Individual needs
Individual needs and personal goals are met in the least restrictive way possible and within available resources.
3. Decision making and choice
Participation as fully as possible, in decision making, choice of activities and events in daily life in relation to the services received.
4. Privacy, dignity and confidentiality
Recognition of the right to privacy, dignity and confidentiality in all aspects of life.
5. Participation and integration
Support and encouragement to participate and be included in the life of the community.
6. Valued status
Providing opportunities to develop skills to participate in and achieve valued roles within the community.
7. Complaints and disputes
A proactive approach to complaints and disputes management that safeguards service users/supports from retributive action when raising complaints.
8. Service management
Effective corporate governance through sound and visible management systems and practice.
9. Protection of legal and human rights and freedom from abuse and neglect
Upholding the legal and human rights of each person with a disability and taking action to prevent and/or respond to allegations of abuse and neglect.
10. Staff recruitment, employment and development
Recruitment, selection and development of paid and unpaid staff that ensures they have the relevant values, skills, knowledge and competencies to support service delivery to service users.
In delivering certification services, we commit ourselves to the following ethical and professional issues:
· audit team selection procedures appropriately address the differential support costs of team members with a disability and the potential for indirect discrimination. We shall also bear in mind the provisions of the Disability Discrimination Act 1992;
· processes for obtaining a representative sample of service users respect a service user's right to be or not to be involved and the confidentiality and privacy of a service user's participation decisions;
· available complaint mechanisms are promoted to service providers and participating service users;
· we shall have regard to service users' needs that include:
o that people with disabilities and their support persons receive timely, plain-English information about the audit process; i.e. with enough detail and notice to allow for a full and informed contribution;
o that people with disabilities shall have the opportunity to effectively participate in management systems;
o that they shall participate in roles in which their input and feedback can be valued and used in a positive and constructive manner. They must have some authority;
o that proven audit methods rely on genuine participation by the service users;
· during the audit:
o all service users have the right and opportunity to be involved and consulted;
o service users have the right not to be involved;
o service users' confidentiality and privacy are to be respected;
- we shall try to ensure that the service provider has invited service user representation at both the opening and closing meetings of all audits;
- service users have the right to advocacy and support to assist with having their say.
In order to understand our program, you should also access and be aware of the following documents:
· G-00: Welcome Pack
· MSP-00: Introduction to our management systems
· MSP-01: Nomenclature and definitions
· MSP-24 Appeals
· G-15 Consumer sampling - QDSS
How to Apply
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