Intranet links
Services Australia 2030 Vision
See Service Delivery Quality and Evaluation for a link to the Enterprise Quality Framework
Plain English Policy
Quality checker prerequisites
| Requirement | Minimum standards | Additional information |
| Quality checking self-paced learning module/s, if required | Completed the relevant module/s in the Learning Portal in ESS (if available) | Confirm the staff member has completed the quality checking training and the content is understood. Please refer to the quality checking procedures for the relevant learning module/s. |
| Proficiency | Achieved the required proficiency/accuracy level | Check data reports on Health reporting tools and through coaching conversations. |
| Communication | - Identifies and manages emotions
- Writes fairly and briefly
- Uses plain English
- Communicates based on facts
| Review written material of the staff member to ensure their communication meets the minimum standards, for example, Plain English Policy. |
| Time Management | - Knows when and how to prioritise workload
- Achieves results within timeframes and can negotiate new deadlines
| - Assess how complex and lengthy work items are handled
- Check the work item is completed within timeliness standards
- Ensure the required standards are met
|
| Continuous Improvement Focus | - Demonstrates a commitment to service quality and continuous improvement
- Applies sound problem-solving skills
- Demonstrates decision making skills
- Provides feedback to improve processes
| - Look at the processing of the work type and the complexity in the outcomes achieved
- Review the outcomes to see if problem-solving skills are applied before referring to a Service Support Officer (SSO) or Subject Matter Expert (SME)
- Ensure the required standards are met
|
| Giving and Receiving Feedback | - Open to receive feedback
- Provides effective feedback
| Check the feedback sent to the staff member to see they have applied the knowledge gained for future work. |
| Business Knowledge | - Demonstrates knowledge of the programmes delivered
- Demonstrates good practice in work processes
- Proficient in the use of tools and resources
- Demonstrates ability to gather facts and apply appropriate legislation and policy
- Demonstrates knowledge of the agency’s Operational Privacy Policy and all agency guidelines
| - Ensure the staff member has business knowledge, ability to research and use tools and resources to resolve knowledge gaps
- Ensure the required standards are met
|
Forms
Quality Checker Accreditation Assessment
Quality accreditation confirmation
Contacts
Quality and Skill Tags
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