Stacy Kambouris

Stacy Kambouris

Executive Manager
QIP Certifications

The Human Service Quality Framework (HSQF) is a quality assurance framework designed for the Queensland human services sector to assess and promote continuous quality improvement.

HSQF certification is tailored to Queensland human service organisations providing teams with a clear and well-developed quality improvement strategy while most importantly, improving the care provided for consumers.

QIP Certifications is proudly accredited by JAS-ANZ as an HSQF certification body specialising in human service certification against the HSQF.

With the shared experience of our parent organisation, QIP, QIP Certifications provides industry-leading software to manage your certification journey against the Human Services Quality Framework.

Our team believe that a personal certification experience is crucial to the successful implementation of a quality framework. With hand-selected auditors tailored to your organisation, in addition to a dedicated Client Liaison Officer, your team will be supported through your entire certification journey.

Whether your organisation is new to the HSQF certification process or looking to transfer your current certification, QIP Certifications’ HSQF experts are here to help.

Looking to get started with your HSQF certification? View our article, watch our free webinar, or continue reading below.

"Micah Projects made the transition to QIP Certifications after many years of being with another certification body. Justin made this process seamless and supported us throughout the entire process from finalising our contract with our former certifier to leading the combined audits. We under underwent certification against ISO 9001:2015 and the Human Services Quality Framework Standards. Justin understood our organisational need to have minimal disruption to our services and provided solutions that allowed us to focus on continuing our operations and also undergoing an auditing process.

The transition for our organisation was seamless, the audit process was managed well with through planning, the portal for the self-assessment was easy to use, the process of selection of auditors allowed us to have a choice and the quality of the audit reports were of high value. Justin has been available to answer questions, provided a problem-solving approach and demonstrated a high level of knowledge of the standards with the ability to translate in our organisational language."

Jo Bennet, Quality and Risk Manager
Micah Projects

"We developed a great partnership with QIP Certifications and their dedication to providing us with support services, is exemplary.

We appreciate their attention to detail, collaborative approach and their understanding of our unique client needs.

The QIP Certifications team has a wealth of knowledge, strong customer focus and a pleasure to work with."

Claire Stokes, Director
Griffith Health Clinics

"QIP Certifications employees were helpful, in particular Justin Welfare who endeavoured to make the process as clear and easy as possible. He was prompt in responding to requests and always returned calls and was a pleasure to work with.

The auditor, Denise Skerry was also helpful and no question was too difficult for her to respond clearly. We enjoyed working with her.

The team's flexibility around two consecutive audits was appreciated and there was a clear process to address minor non-conformity."

Leonie Shawcross and Helga Biro
The Junction Cairns

What is HSQF certification?

The Queensland Government's Department of Communities, Disability Services and Seniors (DCDSS) commenced the development of the Human Services Quality Framework (the HSQF) in collaboration with the human services sector in 2009. In 2013 the HSQF was implemented as an inclusive system for assessing and improving the quality of all human services across the state.

The HSQF incorporates:

  • A set of quality standards that cover the core elements of human services delivery
  • An inclusive assessment process to measure the performance of service providers against the standards
  • An independent third-party certification, annual self-assessment or recognition of accreditation under another approved quality system, and
  • A continuous improvement framework that supports the participation of people who use services in quality improvement.

The HSQF allows organisations, striving to demonstrate continuous improvement, to focus their resources on service provision. The HSQF is designed to reduce duplication and red tape while maintaining the important safeguards for people who use services and provide public confidence to the whole community. Find out more about this via Queensland Council of Social Service (QCOSS) Studio Q.

Looking to get started with your HSQF certification? View our article, or watch our free webinar!

Interested in certifying with us?

  • Are you currently HSQF certified? * Required

The Human Services Quality Standards

The standards set a benchmark for service provision and cover six core elements:

1. Governance and management
Sound governance and management systems that maximise outcomes for stakeholders.

2. Services access
Sound eligibility, entry and exit processes facilitate access to services on the basis of relative need and available resources.

3. Responding to individual need
The assessed needs of the individual are being appropriately addressed and responded to within resource capacity.

4. Safety, wellbeing and rights
The safety, wellbeing and human and legal rights of people using services are protected and promoted.

5. Feedback, complaints and appeals
Effective feedback, complaints and appeals processes that lead to improvements in service delivery.

6. Human resources
Effective human resource management systems, including recruitment, induction and supervisory processes, result in quality service provision.

QIP Certifications provides health, community and human services organisations in Queensland certification options against the Human Services Quality Framework HSQF through an independent third-party audit.

Is HSQF relevant to your organisation?

The HSQF applies to a range of human services organisations across Queensland including:

  • Organisations funded to deliver human services under service agreements, or other specified arrangements, with the Department of Communities, Disability Services and Seniors and the Department of Child Safety, Youth and Women.
  • Organisations funded by Queensland Health who have been advised that they may use the Human Services Quality Standards to meet Queensland Health quality certification requirements.
  • 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).
  • Other organisations who apply to and are approved by the HSQF team.
  • Organisations funded by the Queensland Government Department of Housing and Public Works who use a modified version of the standards for its Specialist Homelessness Services.

To achieve certification, organisations must demonstrate compliance with the standards.

QIP Certifications provides certification against the HSQF and is committed to creating a value adding experience for service providers throughout their certification process.

New HSQF client certification process

QIP Certifications specialise in HSQF across the  human services sector of QLD to all organisations and offer a transparent approach to certification. This consists of a three-year cyclic process of internally led self-assessment followed by independent external assessment aimed at facilitating quality service provision.


Step 1: Enquiry and Application

Make an enquiry and apply to become certified against the Human Services Quality Framework HSQF via our Client Application Form.

We will review your application and get in touch to determine any specific needs relevant to your organisation. Understanding your organisation and your approach to quality is essential in providing a personalised certification service which truly adds value to your organisation.

Following, we will provide a quotes detailing our approach to your certification and outline the cost and time involved in the formal assessment.


Step 2: Self-assessment

You’ll be provided with a self-assessment to complete. AccreditationPro is QIP Certifications' complimentary self-assessment tool and will assist in achieving audit readiness.


Step 3: Pre-Audit Planning

Pre-Audit Planning consists of:

  • Consultation with you to develop your Audit Programme, Audit Plan and choose your Audit Team
  • We work together to decide the Audit dates,
  • Our Audit Team come to you and evaluate your business.

We will ensure the auditors assigned have the relevant sector experience necessary to enable a thorough value-adding assessment. By doing so, our auditors will better identify improvement opportunities, including the development of a 'quality culture' and possible areas of risk/concern.


Step 4: Independent Evaluation

The independent evaluation is broken into two stages:

Stage 1 (Only for clients that have not been certified before)

The aim of the Stage 1 Audit is to ensure your organisation is ready for the Stage 2 certification audit. Our carefully matched sector-experienced auditors will conduct an Desktop or on-site review of how well your organisation meets the requirements of the Standards. This will involve an audit of your documentation associated with your service delivery under HSQF .

Following the Stage 1 Audit, you'll receive a report outlining the auditors’ feedback of what’s being done well and any areas of concern or opportunities for improvement.

From stage 1 you have Approx. 90 days to complete Stage 2.

Stage 2 Certification Audit

The Stage 2 Certification Audit involves an on-site assessment of your main office and a sample of your other sites, if applicable.

At this Audit we will interview your Executive (Governance) and other staff, your service delivery, and review customer feedback, compliments, and complaints.

After this Audit is conducted, the Auditors will prepare a Audit report for submission to QIP Certifications. You'll receive a draft report for review. The report outlines any opportunities for improvements or non-conformities found for your organisation to effectively comply with the standards.

Your organisation is then provided the opportunity to clarify and respond to the report or complete a corrective action plan for approval if required.


Step 5: Certification

Once we receive this feedback from you regarding your draft report, an impartial Decision Making Team review your report and decide on your certification.

We will provide your organisation with a certificate of registration, the QIP Certifications Mark and other tools to promote this achievement to your stakeholders.

Certification is for a period of three years from the date of the certification decision.


Step 6: Maintenance Audits

A Maintenance audit is required 18 months after certification.

Once every three years post the certification assessment, a full re-certification assessment is required.

At maintenance you will again receive a draft report for you to review that outlines any opportunities for improvements or non-conformities found for your organisation to effectively comply with the standards.

Your organisation is then provided the opportunity to clarify and respond to the report or complete a corrective action plan for approval if required.

How do I transfer my healthcare organisation's current HSQF certification?

Transferring your existing HSQF certification to QIP Certifications is a quick and straightforward process.

If you've made the decision to transfer your HSQF certification from another provider, simply need to follow the steps below:


Step 1: QIP Certifications' Client Questionnaire

To begin transferring your HQSF certification, get in touch with our team or complete and submit our Client Application Form.

This is used to get an idea of your current certification process and find out what is required for the transfer.

Step 2: Provide current documentation

Step 2 requires the transfer invoice to be paid and all previous certification reports and certificates to be provided to QIP Certifications.

Step 3: Brief on-site visit (only if required)

If your organisation has outstanding non-conformities, a short on-site visit will take place to ensure that all non-conformities recognised by your previous certifying body have all been addressed.

Skip this step if no non-conformities are present.

Step 4: Certification decision

Based on the provided documentation and short on-site audit, a certification decision will be made our impartial Decision Making Team.

Step 5: Transfer complete

Transfer is now complete and your organisation will remain on its current certification schedule.

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Start your certification against the Human Services Quality Framework (HSQF) with QIP Certifications today