Overview of the framework

The Human Services Quality Framework (HSQF) is the quality assurance framework for assessing and promoting improvement in the quality of human services.

The HSQF applies to:

• organisations funded to deliver human services under service agreements, or other specified arrangements, with the Department of Communities, Disability Services and Seniors (DCDSS) and the Department of Child Safety, Youth and Women (DCSYW) 
• organisations funded to deliver child protection placement services in-scope of licensing under an Individual Client Service agreement with DCSYW (Child Related Costs Placement and Support (CRC-PAS))
• disability services delivered directly by DCDSS
• providers registered to deliver prescribed disability services in Queensland for the National Disability Insurance Scheme (NDIS).
• organisations funded by Queensland Health that have been advised by Queensland Health that they can use HSQF to meet quality requirements.

The following two documents describe how the HSQF applies to in-scope organisations and services:

•   Human Services Quality Framework (PDF, 1.2 MB) Human Services Quality Framework (RTF, 633 KB); and
•  Human Services Quality Framework Supplement for Mental Health Services funded by Queensland Health (PDF, 250 KB) Human Services Quality Framework Supplement for Mental Health Services funded by Queensland Health (RTF, 157 KB)

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.

HSQF has been rolled out in planned phases.

Phase 2 implementation to organisations funded to deliver child and family support services and community services is currently nearing completion. Further information can be found on Implementation progress and updates. 

Queensland Health: The Human Services Quality Framework is now an available option for some services funded by Queensland Health. Further information can be found on Implementation progress and updates. 

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 has previously implemented 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 was 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 Child Safety, Youth and Women, see Implementation progress and updates. 

Feedback

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