Quality Call Framework 111-22100000

Sampling for Quality Call Framework is conducted by settlement period and based on the following:

• Tiered approach: applied when 20 or more calls have been made or received in the settlement period:
• 3 call requirement for new starters, or if there are 2 or more non quality call evaluations over the previous 6 evaluations
• 2 call requirement if there is no more than one non quality call evaluation over the previous 6 evaluations
• one call requirement if there are no non quality call evaluations over the past 6 evaluations
• Under sampling: where the sample for the previous settlement period has not been achieved, the system will retain the same sample for the current settlement period
• Low call volumes: a 3 call sample is required once 5 or more calls are made or received in the settlement period where there are low call volumes with the following conditions:
• below 20 calls per settlement period, and
• no evaluations completed in the previous 6 settlement periods
• New starter definition: for the purpose of Quality Call Framework sampling, a new starter is defined as date of commencement within 8 months of sampling assessment
• Inputting evaluations: quality checkers will have 2 business days in the new settlement period to complete and input evaluations from the previous settlement period

Where call recording is implemented, a minimum of 30% of the sample size for each branch (in each settlement period), must be evaluated by listening to recorded calls.

Business teams may request a variation to sampling if there are relevant special circumstances for org units/teams. There are no individual variations.

In seeking a variation to sampling, business teams must:

• prepare a business case:
• complete the Quality Call Framework variation business case request template
• include rationale on why a variation is required based on evidence and risk. Note: inability to complete the sample due to workload will not be accepted
• get their National Manager approval before requesting a variation
• email the National Manager approved business case to Service Delivery Quality and Evaluation mailbox

The business case must have:

• outline of the business team and its scope of work
• information on the details of the variation and its impact to quality and staff learning and development
• risks associated with the business team’s decision to apply the quality checking sampling requirements or a variation
• outline of other quality assurance processes that are in place if relevant
• the business team’s plan/strategy to meet future Quality Call Framework sampling requirements
• endorsement by the business team’s National Manager

The business team and Service Delivery Quality and Evaluation (SDQE) will maintain the records for variation applications and their outcomes following Services Australia's Records Management policy. See References for a link.

Approval process

SDQE will consider applications to apply a variation to Quality Call Framework sampling based on the business case, with final sign off required by the SDQE National Manager.

SDQE will communicate outcomes with the business area.

This includes:

• approval of variation
• rejection of variation - with reason for rejection

If approved, variations will expire and need review every 6 settlement periods.

Inbound and outbound calls that are in scope for Quality Call Framework evaluations are calls where an interaction takes place between a Services Australia staff member and an external caller/customer. The term ‘customer’ can be used generically to refer to all the members of the community the agency provides services to. While not an exhaustive list, customers for Quality Call Framework evaluation purposes include:

• a recipient of a payment/service or their representative
• a past recipient of a payment/service
• a potential recipient of a payment/service (that is, individuals or their representatives enquiring about the possibility of receiving a payment/service)
• a customer of Child Support or their representative
• a member of the public, for example, reporting suspected fraud
• a customer, external to the agency, who is transferred to gain technical advice, for example, to a technical support officer. (This does not include a staff member speaking to a technical support officer to gain advice only)
• a third party, for example:
• a call to an employer or an insurer where a staff member may be requesting information
• a call to another government agency or community service worker to support individuals with payment-related matters. This does not include calls booking an appointment, for example, with an interpreter service or reception
• a call to a medical provider

When evaluating calls outside of the individual Quality Call Framework sampling, for example, strategically focused listening exercises, business teams should:

• consider any workplace relations implications, and
• consult with the Workplace Relations Branch

Where quality and/or performance issues are identified for an individual, staff must be notified:

• in writing of any additional calls being evaluated, and
• before the fixed period in which the additional monitoring occurs