On behalf of the Department of Human Services (DHS), AHA developed the framework, tools and processes for the regulation of Supported Residential Services (SRSs), utilising a risk management approach. There are approximately 250 SRS facilities in Victoria providing accommodation and care to about 8,000 people. The project drew on AHA’s many years' experience reviewing and improving the quality of service provided by community service organisations. The framework, tools and processes developed by AHA were implemented in 2004. The framework has been highly successful and effective, as demonstrated by its continuing use up to the present.
Components include the following:
Self Assessment
- Development of a tool, to be completed by SRS proprietors, to self -assess their Service's compliance with their legislated requirements. This 'self assessment tool' sought responses to a number of questions as well as the provision of supporting evidence such as documentation and/or policies.
Risk Management
- Development of a desk top audit tool, for use by Authorised Officers (AOs) employed by DHS. This audit tool was designed to prioritise Services for 'full care' site audits, through the assignment of a risk-rating. This risk rating is arrived at by profiling the Service according to a number of known risk factors as well as by utilising information provided by proprietors through the self-assessment process.
Audit Tools and Processes
- Development of a tool and supporting instructions for the conduct of a full care audits of SRSs.
- Development of action plan templates, to be completed by AOs following the desk top or full care audit of each SRS. These templates allow AOs to communicate, to audited Services, actions required to ensure they meet their legislated requirements, as well as timeframes for completing these actions.
Piloting
- Piloting of each of the developed tools and associated processes to ensure their practical application and use.
Ongoing Training
- The new monitoring and regulatory procedures using the tools and processes developed by AHA were implemented by DHS following training of Departmental Authorised Officers. AHA has been engaged to provide ongoing training to Authorised Officers regarding the assessment process, including training updates to Authorised Officers during October 2008.