About the disability services standards

Here we aim to give you an overview of the Disability Service Standards and the obligations of Providers of Australian Government Employment Services funded under the Disability Service Act 1986. These are the Disability Employment Network and Vocational Rehabilitation Services. We are a member of the Disability Employment Network.

Although employment services such as the Job Network have no formal obligation to operate against the standards, the principles contained within the Standards provide sound 'good practice' benchmarks for working with people with disability.

 

What are the Disability Services Act 1986 and associated Disability Services Standards?

The Disability Services Act was passed in 1986 with the aim of providing a coordinated approach to assisting people with disability gain and maintain employment. Prior to 1986, people with disability had more limited opportunities to participate in the open labour market, with their primary employment option being 'sheltered' employment, now known as Disability Business Services.

The key objective of the Disability Services Act was to de-institutionalise long-established segregated services, increase the range of service options and to include people with disability in the wider community life.

The Disability Services Act provides a legislative and funding framework for a range of disability services, most significantly employment services. Disability Employment Network, Vocational Rehabilitation Services and Disability Business Services are all funded under the Disability Services Act 1986 to support job seekers and workers with disability.

The Disability Services Act also provides for a set of guiding standards for the delivery of quality services known as the Disability Services Standards. These standards, in conjunction with the associated objectives for service provision, remain in place today and are underpinned by social justice values.

There are 12 Disability Services Standards, supported by 26 Key Performance Indicators which outline the Australian Government's expectations of service quality and link directly to core organisational processes and outcomes. All Providers of Australian Government Services delivering Disability Employment Network or Vocational Rehabilitation Services are required to be certified as complying with the standards.

Service compliance with the standards is regularly assessed by independent third party auditors. When auditors are not satisfied that the Disability Employment Network member or Vocational Rehabilitation Services provider has provided adequate evidence of meeting the standards, an auditor may issue the service with a 'non-conformance' rating. Non-conformities that are not resolved can result in serious consequences for service providers, culminating in the withdrawal of government funding.

 

What are the Disability Services Standards?

The Disability Services Standards 'define the Government's requirements for service quality' (Department of Families, Community Services and Indigenous Affairs 2003).

There are five main areas that the standards fall into:

• values and principles (having the right approach)

• service outcomes (having the right end result)

• service delivery (having the right organisational processes in place)

• service management

• staff recruitment, employment and training (having the right staff).

The standards are:

• Standard 1: Service access

• Standard 2: Individual needs

• Standard 3: Decision making and choice

• Standard 4: Privacy, dignity and confidentiality

• Standard 5: Participation and integration

• Standard 6: Valued status

• Standard 7: Complaints and disputes

• Standard 8: Service management

• Standard 9: Employment conditions

• Standard 10: Service recipient training and support

• Standard 11: Staff recruitment, employment and training

• Standard 12: Protection of human rights and freedom from abuse

 

Understanding the standards

There is a Quality Assurance Handbook which provides guidance to services on how they may demonstrate that they are complying with the requirements of the standards. It is published by the Department of Families, Community Services and Indigenous Affairs. Refer to this document for the formal explanation of the standard and the appropriate Key Performance Indicators which must be met by services funded under the Disability Service Act. The Key Performance Indicators are a subset of the standards and describe the behaviours to be demonstrated by the services.

 

Standard 1: Service access

This standard is about job seekers and workers having equal rights of access to service.

This standard is predominately regulated through a formalised referral process, which includes assessment by a Job Capacity Assessor, arranged through either Centrelink or the service provider. Services with waiting lists are required to adhere to this standard and demonstrate a fair and equitable entry process.

Standard 2: Individual needs

This standard is about working with job seekers to identify suitable vocational goals and identifying ways to achieve those goals. It is about ensuring the services provided are tailored to the needs of each client in response to those goals, in a highly individualised way. A one size fits all approach is not acceptable. We make sure that our clients choose their own employment plans and goals. They are 'driving the bus'. Our consultants advise, support and encourage clients, but do not make choices for them or try to fit them into a single, standardised programme.

Standard 3: Decision making and choice

This standard obliges the service to consult with the job seeker or worker and provide opportunities for the individual to make decisions that impact on their life. This impacts upon all stages of employment assistance and where required, the provision of maintenance support.

This standard also gauges how the service responds to input from job seekers and workers. Auditors assess the degree to which the job seeker or worker is able to influence employment service provision through feedback mechanisms, consumer groups or involvement at the board level.

Standard 4: Privacy, dignity and confidentiality

This standard is fairly self explanatory in that people with disability have the right to privacy just like the rest of the community. This standard preceded the development of the Privacy Act and the National Privacy Principles (see Related Links for more information). Adherence to the Information Privacy Principles contained in the Privacy Act will meet this standard as assessed by quality auditors.

In addition, Disability Employment Network and Vocational Rehabilitation Services are subject to other information privacy requirements under legislation such as the Social Security Act 1991.

Standard 5: Participation and integration

This standard is about developing opportunities for job seekers and workers to participate in their community. For those actively job seeking it may be, for example, encouraging participation in society through volunteer work or participation in community centre programmes, while waiting to find a job.

This standard seeks to extend the goals of employment beyond simply getting a job ('any job') by finding opportunities for a person to make the most of their skills and to grow as members of society.

Integration into the wider community and the achievement of social outcomes increases the likelihood of job seekers or workers finding and maintaining sustainable employment.

Standard 6: Valued status

This standard is an extension of the previous standard. While the previous standard supports the person in growth and development, this standard seeks to achieve a level of community involvement whereby the person is considered 'highly valued' by others for their skills and knowledge.

An example of actively pursuing this standard is exploring with an employer the opportunity for a job seeker already in work to move on to an apprenticeship or traineeship after a period of employment in a base level position within a company.

Standard 7: Complaints and disputes

It is essential to ensure there is an accessible and effective complaints process available for people with disability using Disability Employment Network or Vocational Rehabilitation Services. The Key Performance Indicators in this standard require that employment services 'encourage the raising of complaints' and clearly guarantee job seekers and workers that they are free to raise complaints without 'fear of retribution' (Department of Families, Community Services and Indigenous Affairs 2003).

Encouraging complaints and suggestions for improvement are seen as sound business practice to continuously improve service delivery.

Disability Employment Network and Vocational Rehabilitation Service users also have access to an independent complaints handling body known as the Complaints Resolutions and Referral Service. This service can help to resolve complaints and will inquire into the matter, if necessary. Where appropriate, the Disability Employment Network member and Vocational Rehabilitation Service provider may be required to take remedial action. The Complaints Resolutions and Referral Service is also available to provide advice and assistance to Disability Employment Network and Vocational Rehabilitation Services in relation to complaints handling.

Standard 8: Service management

The aim of this standard is to ensure that employment service providers have quality management systems and continuous improvement practices in place.

Standard 9: Employment conditions

Briefly, this standard is about ensuring that employment pay and conditions are of the same standard as the general workforce and checking that this is the case. For the most part this involves ensuring compliance with State or Federal Awards.

Standard 10: Service recipient training and support

Under this standard, there is an expectation that job seekers or workers are encouraged and supported to engage in relevant training that leads to their employment goals or specific to the employment they have already achieved.

This standard encourages services to have clear policies about funding for training and any ancillary costs.

Standard 11: Staff recruitment, employment and training

This standard is about ensuring the quality of staff is maintained through thorough selection and monitoring processes. It also sets out expectations about the provision of appropriate and ongoing training for all staff.

Standard 12: Protection of human rights and freedom from abuse

There is an expectation placed on providers to uphold these rights and 'to take all practical and appropriate steps to prevent abuse and neglect' (Department of Families, Community Services and Indigenous Affairs 2003).

These are the standards under which we operate, and we take them very seriously.