Glossary

Process by which an authoritative body (JAS-ANZ) gives formal recognition that a certification body is competent to carry out specific tasks.

An empowering approach to planning and evaluation that gives the service user and his/her family power in influencing decisions that will define and shape future policies and directions.

A document that outlines core evidence questions and evidence examples against each service standard indicator. This document can be used to assist with both the process of self-assessment and the process of external audit.

A person with a disability or a family member/carer of a person with a disability, as defined in the Disability Services Act 2006 (Qld) who is subcontracted as a member of the audit team.

All activities related to the certification of a specialist disability service provider, to determine whether it meets the requirements necessary for granting certification.

A third party that assesses and certifies specialist disability service providers under the Disability Sector Quality System.

A partnership approach that relies on an open exchange of information. It is dependent on mutual respect, and is aimed at supporting service users to gain some control in decision making.

The requirements of the service standard indicator are met.

Related terms: Rating scale

A process of inviting service user comment to inform decision-making processes.

A detailed program of improvement resulting from activities that may include but not be limited to: internal reviews, internal or external assessments, service user feedback, complaints and other specialist disability service delivery issues.

A document detailing areas for improvement and planned actions to be taken; responsibilities and accountability and timeframes for escalation and/or completion; and process monitoring and review to close out the quality improvement cycle.

An action that corrects a variance or non-conformity.

Activities planned and implemented as a result of non-conformities being raised; suggested improvements from service user feedback, or outcomes from management reviews. These are documented in the Continuous Improvement Plan or its equivalent.

A rating system used for each of the service standard indicators.

A member of the audit team who meets the requirements of ISO 19011 and who has attended any mandatory training specified by Department of Communities (Disability and Community Care Services).

The requirements of a service standard indicator associated with a Queensland Disability Service Standard or Queensland Disability Advocacy Standard are not met, or the outcome is ineffective. More than three non-conformities within a standard will constitute a major nonconformity for that standard.

The requirements of an indicator associated with a Queensland Disability Service Standard or Queensland Disability Advocacy Standard are not fully met, or the outcome is only partly effective.

Both a philosophy and a method of management, designed to provide evidence that a specified standard of quality has been met and is being continuously improved.

Refers to the organisational structure, procedures, processes and resources needed to implement quality management.

Comprise the Queensland Disability Advocacy Standards and their advocacy standard indicators.

Comprise the Queensland Disability Service Standards and their service standard indicators.

The system used to rate conformity of a specialist disability service provider against the Disability Sector Quality System requirements.

Internal assessment in consultation with service users, staff and other stakeholders as applicable, to determine whether the specialist disability service provider's performance and delivery comply with the Queensland Disability Service Standards or Queensland Disability Advocacy Standards.

A working document that is used by specialist disability service providers to identify and record evidence of their practice specific to the service type and/or outlet being assessed.

A legally constituted body receiving recurrent funding under the Disability Services Act 2006 (Qld) or the Commonwealth-State/Territory Disability Agreement (CSTDA).

A person with a disability within the meaning of the Disability Services Act 2006 (Qld) who has applied for, is receiving or has received a service type from the specialist disability service provider being audited. May also include a family member, guardian, carer, advocate or other support person who may represent a service user's interests.

A rating system used for each of the service standards.

An audit to assess whether the specialist disability service provider's activities, as described in the documented management system, are functioning effectively and continuing to meet certification requirements.

The inputs, throughputs and outputs required to achieve a specified outcome. It is the agglomeration of all the processes and their support structures (e.g. documentation, resources) put in place to achieve a specified purpose.

The process of checking evidence of a specialist disability service provider's compliance with the Queensland Disability Service Standards or Queensland Disability Advocacy Standards to determine if it is factual and can be corroborated.