Quality Contact Framework 111-22100000

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

• Tiered approach: applied when 20 or more interactions have been made or received in the settlement period:
• 3 evaluation requirement if there are 2 or more non quality evaluations over the previous 6 evaluations
• 2 evaluation requirement if there is no more than one non quality evaluation over the previous 6 evaluations
• 1 evaluation requirement if there are no non quality evaluations over the past 6 evaluations
• Under sampling: applied when 5 or more interactions have been made or received and the sampling requirements were not met in the previous settlement period, and either:
• the staff member has one or more non quality evaluations in the most recent 6 evaluations, or does not have 6 evaluations in the last 6 settlement periods - requirement will be 3, or
• the staff member has 6 evaluations in the past 6 settlement periods with no non quality evaluations - retain previous sampling requirement
• Low call volumes: a 3 evaluation sample is required once 5 or more interactions are made or received in the settlement period where there are low interaction volumes with the following conditions:
• below 20 interactions per settlement period, and
• no evaluations completed in the previous 6 settlement periods
• New starter definition: for the purpose of Quality Contact Framework sampling, a new starter is defined as date of commencement within 6 months of current settlement period state date. New starters have a 3 evaluation requirement where 5 or more interactions are made or received in the current settlement period
• Inputting evaluations: once the settlement period (SP) has ended, quality checkers will have 2 business days to complete any outstanding evaluations from the previous SP. This means, end of SP is on Friday; quality checker will have Monday and Tuesday of the new SP to lodge any outstanding evaluations from the previous SP

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 Contact 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
• obtain their National Manager approval before requesting a variation
• email the National Manager approved business case to Service Delivery Quality and Evaluation mailbox
• variation requests only apply to QCF sampling, not Aim for Accuracy Check the Checker (CtC) sampling

The business case must have:

• an 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 Contact 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 Contact Framework sampling based on the business case, with final decision and 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.

Note: temporary variations to individual sampling can lead to increases to sampling requirements in later settlement periods due to how sampling rules are applied.

Interactions including inbound and outbound calls that are in scope for Quality Contact 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 Contact 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

Interactions in addition to those referenced in the Sampling Policy can be assessed using the Quality Contact Standards where quality and/or performance issues are identified for an individual, however staff must be notified:

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

This could be an email, coaching notes, or performance plans such as back on track which clearly advises the staff member that additional calls will be monitored.

When evaluating interactions outside of the individual Quality Contact Framework sampling, business areas should:

• consider any workplace relations implications, and
• discuss with Workplace Relations Branch when necessary

The Quality Contact Framework evaluation form in Verint may be used to evaluate these interactions and record feedback however must be marked as 'out of scope'. See Resources page for FAQs - Oversampling.

Sampling for CtC runs for the calendar year (1st January to 31st December) and is based on the following:

• A checker must complete 5 evaluations before sampling is applied. This ensures a sufficient pool for random selection. Both in-scope and out-of-scope evaluations count toward the 5 minimum. Where possible, checks should prioritise in-scope evaluations and selections must remain random
• No new sampling will be applied after 30th November in the calendar year. This prevents last-minute sampling and allows time to complete the annual sampling requirement
• Sampling requirements are reassessed daily. A checker’s requirement may increase (for example, from 1 to 2 samples) if a 180 day gap in evaluations occurs
• For newly accredited and irregular checkers it is recommended that 2 checks are undertaken within the calendar year:
• one check 0-3 months following accreditation
• one check 4-12 months following accreditation
• Note: this requirement is not system driven and will not be reflected on the quality dashboard.
• For existing Checkers:
• one check total over 12 months

What are some of the key points to know

• CtC is not required in areas where calls are not recorded. Business areas without call recording will have an exemption from CtC until call recording is implemented
• Business areas exempted from CtC due to no call recording are encouraged to complete other assurance exercises such as more frequent calibration activities
• Sampling requirements are a minimum expectation. Business areas can sample above the minimum requirements
• CtC is an assurance of the quality check process and outcome. It is a feedback mechanism for quality checkers only. The original evaluation is not to be changed where incorrect assessments are found

Quality checker definition

For the purpose of Aim for Accuracy - Check the Checker:

• a quality checker is defined as the accredited staff member who completed the original QCF evaluation

Quality assessor definition

For the purpose of Aim for Accuracy - Check the Checker

• a quality assessor is defined as the accredited staff member who completed an assurance check on the original QCF evaluation