AHA was appointed by the Victorian Government to develop a single set of service quality standards for Department-funded service providers and department-managed services. Previously, different program areas had different requirements and processes.

The new standards encompassed three different program areas – disability services, housing and community building, and children, youth and families. Prior to this project, each area was subject to different quality review standards and processes and standards. Our challenge was to develop and implement a unified approach that was practical, integrated, streamlined and, above all, client-focused.

To do this, we talked to representatives from each of the program areas within the department, as well as organisations and people working in the sector, peak bodies, and consumer representatives. These extensive consultations helped us develop a deeper understanding and appreciation of the context, needs and concerns of all stakeholders.

As a result, we designed a robust, streamlined and efficient quality accreditation process that supported organisations to continually improve services for clients. The new process was implemented smoothly across the community sector.