Overview of the Framework - Department of Communities, Child Safety and Disability Services (Queensland Government)

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Overview of the Framework

The Human Services Quality Framework (PDF, 1.2 MB) Human Services Quality Framework (RTF, 633 KB) (HSQF) is the Department of Communities, Child Safety and Disability Services system for assessing and promoting improvement in the quality of human services.

The HSQF applies to:

  • organisations delivering services funded under a service agreement with the Department of Communities, Child Safety and Disability Services
  • providers of child protection placement services in-scope of licensing funded through Child Related Costs Placement and Support (CRC PAS)
  • disability services delivered directly by the department
  • providers registered to deliver prescribed disability services in Queensland for the National Disability Insurance Scheme (NDIS).

The HSQF was developed in collaboration with the non-government sector to maintain important safeguards for people using services while streamlining quality requirements. It incorporates:

  • a set of quality standards, known as the Human Services Quality Standards, which cover the core elements of human service delivery
  • an assessment process to measure the performance of service providers against the standards (assessment occurs at organisation level across all in-scope services)
  • a continuous improvement framework, which supports the participation of customers in quality improvement.

The department is rolling-out the HSQF in planned phases. Phase 2 implementation to organisations funded to deliver child and family support services and community services is currently underway. Further information can be found on the Implementation progress and updates page.

Tailored resources and information on the HSQF requirements are available on the HSQF website for:

  • organisations in-scope for independent third-party audits (HSQF certification)
  • self-assessable only organisations
  • providers delivering prescribed disability services in Queensland for the National Disability Insurance Scheme (NDIS).

The Department of Housing and Public Works is also implementing a modified version of the HSQF for its Specialist Homelessness Services. The Department of Housing and Public Works website provides further details about how the HSQF is being implemented by that department. For further information about Specialist Homelessness Services for women and children escaping domestic and family violence (women’s shelters and non-accommodation support services) that have transitioned from the Department of Housing and Public Works to the Department of Communities, Child Safety and Disability Services, see Implementation progress and updates


The HSQF team welcomes feedback about all aspects of the Human Services Quality Framework including HSQF resources and processes. Organisations participating in HSQF quality assessment activities, people using services and certification bodies are encouraged to provide feedback about their experiences of the HSQF quality and safeguards system.

Your feedback helps us to improve HSQF. We appreciate hearing about your positive experiences but also want to understand any challenges or concerns you have. 

You can provide feedback by phoning 1800 034 022 or sending an email to hsqf@communities.qld.gov.au

Further information

Human Services Quality Framework Team
Phone: (07) 3247 3072
Free call: 1800 034 022
Email: hsqf@communities.qld.gov.au

Download document

Human Services Quality Framework

Version 4.0 was released in December 2016.

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Please submit your comments on the department's Compliments and Complaints section.

Please submit your comments on the Queensland Government website Contacts form.