Quality Checker accreditation for Health Service Delivery Division 111-20121135

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