Towards Quality Service 齊心共獻 優質服務

1. Briefing on Phase 1 Implementation of Service Quality Standards Towards Quality Service 齊心共獻 優質服務

2. Course Objectives  To understand the philosophy, objectives, principles and criteria of the 5 SQSs in Phase 1 implementation.  To understand the implementation and self-assessment process of the SQSs.  To understand the role of agency leadership, service unit manager, and SWD. Towards Quality Service 齊心共獻 優質服務

3. Role of Trainers  Achieve the objectives of the course.  Answer questions as far as possible, may have to discuss with SWD later.  Provide after-training services related to the content of the training via the internet.  Channel feedback related to SPMS and SQS received in the training back to SWD. Towards Quality Service 齊心共獻 優質服務

4. Role of Participants  Pay attention  Raise queries and give comments  Complete the worksheets distributed  Give feedback about the training and trainer Towards Quality Service 齊心共獻 優質服務

5. What is Quality[Spend a few minutes to complete worksheet-4-1] The combination of characteristics which make a product/service fit for its intended use at a reasonable price. Example: Qualities of a social worker - committed, caring, resourceful, competent, efficient, ethical, etc. Qualities of a service - client-centred, accessible, effective, efficient, relevant, responsive, etc. Towards Quality Service 齊心共獻 優質服務

6. What is a Quality Standard  approved and accepted by the relevant groups (e.g. service providers, funding bodies)  specify what has to be achieved and if appropriate the level of achievement  allow for measurement or judgement that the specified level has been achieved Towards Quality Service 齊心共獻 優質服務

7. What Service Quality Standards (SQS) are  Set levels of quality in the delivery of social welfare services  Are generic: relevant to al types of social welfare services, though the way to meet such standards may vary depending on the nature of service.  Reflect existing social welfare policy objectives  Are achievable within current level of service development and available resources  Are expressed in terms of processes  Are measurable and monitored  Serve as the benchmark for assessment Towards Quality Service 齊心共獻 優質服務

8. What SQSs are not  Input measures  Output measures  Outcome measures BUT processes or procedures if carried out  the quality of service can be improve if it is not good enough  the quality of service can be even better if it is already achieving its objectives  the quality of services can be assured Towards Quality Service 齊心共獻 優質服務

9. How SQSs are developed  By the Subvention Review Consultants: Coopers & Lybrand  By reviewing 10 different sets of standards from various countries  By consulting the “Working Group on Service Quality Standards/Performance Assessment” comprised of professionals from NGOs, SWD, HKCSS, and universities.  By consulting the NGOs and SWD staff members via circulating the Exposure Draft of the SQSs. Towards Quality Service 齊心共獻 優質服務

10. The Philosophy of the Standards  Accountability: Quality assurance for public fund.  People-focused service: increased opportunities for service users and their families to have input into the way services are delivered.  Process-based: They spell out how the quality of service can be assured.  Through the definition of quality standards and the criteria of achieving them, internal and external assessment can be based on a common understanding  Standards are set to be achieved, assessed, and revised. Towards Quality Service 齊心共獻 優質服務

11. The objectives of implementing SQS (1)  to promote the provision of better quality services to clients of social welfare services  to clarify and confirm the values underpinning the delivery of social welfare services  to promote a common commitment to continuous quality improvement and innovation in service delivery amongst services and agencies (to be continued-) Towards Quality Service 齊心共獻 優質服務

12. The objectives of implementing SQS (2)  to identify and address those quality standard that are important, reasonable, achievable, and common to all social welfare services  to inform clients, staff and the general community of what can reasonably be expected of the quality of social welfare services  to obtain a focus on quality management processes within services  to promote accountability for the quality of services delivered. Towards Quality Service 齊心共獻 優質服務

13. The 3 phases of implementation Phase 1 (1999-2000)  SQS: 1, 4, 10, 11, 18  35 FSA Phase 2 (2000-2001)  SQS: (1, 4, 10, 11, 18) + (3, 12, 16, 17, 19) (35 + part of the remaining) FSA Phase 3 (2001-2002)  SQS: All  FSA: All Towards Quality Service 齊心共獻 優質服務

14. The 4 Principles of SQS  Provision of information  Service management  Service to users  Respect for service users’ rights Towards Quality Service 齊心共獻 優質服務

15. The 5 SQSs in Phase 1 Implementation  SQS 1: The service unit ensures that a clear description of its purpose, objectives and mode of service delivery is publicly available.  SQS 4: The roles and responsibilities of all staff, managers, the Management Committee and/or the Board or other decision making bodies should be clearly defined.  SQS 10: The service unit takes all reasonable steps to ensure that it provides a safe physical environment for its staff and clients.  SQS 11: The service unit ensures that service users have clear, accurate information about how to enter and leave the service.  SQS 18: Each service user and staff member is free to raise and have addressed, without fear of retribution, any complaints he or she may have regarding the agency or the service. Towards Quality Service 齊心共獻 優質服務

16. Implementing the SQS within the Agency  Assign personnel to coordinate the implementation of Service Performance Monitoring System  Decide on agency policy in downstream SQS training.  Endorse internal procedures in implementation of SQS and self-assessment. (For example click here)  Decide on responsibilities at different levels as per SQS.  Assign coordinators and set up task groups for each service type if appropriate.  Liaise with service coordination committees of HKCSS and Service Performance Section (SPS) of the SWD. Towards Quality Service 齊心共獻 優質服務

17. Issues of Implementing the SQS within the Agency  Assign personnel to coordinate the implementation of Service Performance Monitoring System.  Endorse internal procedures in implementation of SQS and self-assessment.  Assign coordinators and set up task groups for each service type if appropriate.  Liaise with service coordination committees of HKCSS and Service Performance Section (SPS) of the SWD.  The issues and art of change management. Towards Quality Service 齊心共獻 優質服務

18. Your role in implementing the SQS within the Agency(take a few minutes to complete worksheet-4-2) If you are  a board member  the director  a service coordinator  a service unit manager  a front line staff member (For small agencies, the director, service coordinator, and unit manager may be the same person) Towards Quality Service 齊心共獻 優質服務

19. Implementing SQS in service units  Assign personnel responsible for implementing the SQS (most probably the unit manager)  Inform staff, service users and their family members, and other stakeholders about the SQS  Involve staff, service users and their families members wherever appropriate and possible  Assess if service/service unit meets the SQS  Identify areas for change  Plan actions to ensure the service/service unit meets the SQS  Implement the action plan  Conduct self assessment as notified by the SWD. Towards Quality Service 齊心共獻 優質服務

20. Performing Self Assessment (1)  Decide on - » whether a self-assessment should be performed before the formal process notified by the SWD. » who should be the internal assessor for each unit (most probably the unit managers) » Assign a Reviewer or appoint a review committee within the agency to review the assessment and make recommendations  Make implementation handbook available to the internal assessor(s), review team, and service units. Towards Quality Service 齊心共獻 優質服務

21. Performing Self Assessment (2)  Service and Unit managers collect all the documents related to each of the SQS.  Complete self-assessment checklist by internal assessor  Submit checklist and the related documents to the Reviewer or the Review Committee.  Reviewer or Review Committee discuss with unit manager.  Finalize and sign checklist by unit manager.  Submit checklist to Board/Management Committee for endorsement. Towards Quality Service 齊心共獻 優質服務

22. Self and External Assessment  Submission of self-assessment report to the SPS of SWD annually or as directed by SPS.  SWD will notify NGOs on the proposed dates of first submission of self-assessment report for each type of service.  Self-assessment reports and the related documents will be the bases for External Assessment. Towards Quality Service 齊心共獻 優質服務

23. External Assessment  Performed by the Service Performance Section of the SWD.  At least one service unit from each service type as nominated by the NGO.  SPS will give prior notice to the NGOs and service units on the dates of external assessment.  External assessment will normally conducted after the service unit has submitted its self-assessment report. Towards Quality Service 齊心共獻 優質服務

24. Results of External Assessment  The external assessment will determine whether the service unit meets the SQS.  There will be an appeal procedure and an external review body if the service unit disagrees with the results.  If service unit does not meet the SQS, the service unit is to develop an action plan and agrees it with the SWD. Towards Quality Service 齊心共獻 優質服務

25. Roles of Agency  Receives training provided by SWD  Performs downstream training  Implements SQS  Perform self-assessment  Submit report to SWD  Carry out action plan if required Towards Quality Service 齊心共獻 優質服務

26. Roles of the SWD  Provides training to agency managers  Provide support through Help Desk  Disseminate update information via newsletter  Notify NGO on the dates and implementation schedule of submitting self-assessment report and external assessment. Towards Quality Service 齊心共獻 優質服務

27. Before you leave this session  Take a few minutes to complete worksheet-4-3 (Are you SQS ready?)  Take a few minutes to complete the Evaluation Form  You can always visit the following web-site to review what have been cover in this session: http://www.hku.hk/hrnwlck/sqstrain/sqstrain.htm  You can always ask questions about or send comments about the content of this session to the Training Coordinator, C.K. Law via e-mail <hrnwlck@hkucc.hku.hk> Towards Quality Service 齊心共獻 優質服務

28. After you have left this session  Seek assistance: Help Desk of SPS (Phone: 2832 4368, Fax: 2575 5632) http://www.info.gov.hk/swd/english/info/index3b.htm  SQS training: Training Section of SWD (2575 4321x226) or SPACE of HKU (2975 5665).  Revisit material covered in this session: http://www.hku.hk/hrnwlck/sqstrain/sqstrain.htm  Questions or comments about the content of this session: Training Coordinator, C.K. Law <hrnwlck@hkucc.hku.hk> Towards Quality Service 齊心共獻 優質服務