How do we know if the services we provide really improve the lives of the people we work with? How do we know if the people we work with are satisfied their experience of our work and / or our service?

The obvious answer is to ask them.

It is generally held that the reason services exist is to make the lives of the people they serve better. However, it is not always easy for services to know if the support they provide is optimal or even effective. It’s also difficult for funders to know if people are satisfied with the services they are funding.

It is common for services ask questions such as:

  • What do people really want/ need from us?
  • Are we really focusing our efforts in the right area?
  • Does what people want match with what we are funded to provide?
  • Are there gaps we don’t know about?
  • Are our services sufficiently flexible and responsive?

Services may report on units and hours delivered, however while these may speak to the nature and quantity of services, they do not necessarily tell us about the experience of those receiving services. Ultimately, the quality of the service is judged by the people who use them.

In the following pages, you will find a range of tools and resources that will assist you in finding out the best way to do this for your service and the people that use your service.

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If organisations want to create their preferred futures under the NDIS it is essential that they critically question whether they are creating the future they want. NDS is inviting disability service providers and other stakeholders who are considering providing services under the National...
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Queensland Government media release A service supporting domestic and family violence victims in Mackay will receive more than $3.2 million from the Palaszczuk Government over the next three years. Member for Mackay Julieanne Gilbert welcomed the funding for the Domestic Violence Resource Service...
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The vision for Family Matters Week of Action campaign is that all Aboriginal and Torres Strait Islander children and young people grow up safely in their home, receive a good education, and grow up healthy and proud of who they are. The theme for the 2018 Family Matters National Week of Action is...
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The Domestic and Family Violence Implementation Council has released it's progress report for the period from 1 December 2016 and 30 November 2017. The report provides an overview of the Council's activities and progress in implementing the recommendations of the Not Now, Not Ever report. The full...
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Neighbourhood Centres across Queensland can share in $550,000 of Palaszczuk Government funding for one-off grants to run events, deliver projects, or to purchase equipment to help make their communities thrive. Minister for Communities Coralee O'Rourke today (9 May) announced that the new Thriving...
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Queensland Government media release Community organisations can benefit from grants of up to $35,000 thanks to the Palaszczuk Government’s Gambling Community Benefit Fund’s (GCBF) latest round of grants. Attorney-General and Minister for Justice Yvette D’Ath said community groups were able to apply...
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Did you know that you can profile the good work your organisation is doing to achieve gender equality? A new online feature of the Queensland Women's Strategy allows organisations to profile the work they are undertaking and the good results they are achieving in the areas of women's participation...
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Queensland Government media release Funding of up to $10,000 is available to community groups interested in protecting our region’s drinking water catchments, as part of the annual Water for Life community grants program. Minister for Natural Resources, Mines and Energy Dr Anthony Lynham said...
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Queensland Government media release The tireless dedication of Queensland’s foster and kinship carers is being recognised this week (22-28 April) as Queenslanders celebrate the tremendous effort more than 5,300 carer families put in each and every day to keep vulnerable Queensland children safe...
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The Workforce Council has a suite of cultural change workshops, designed and delivered in partnership with Aboriginal and Torres Strait Islander people, to build organisational culture, capability, practice and policy. As the peak body for the health and community services workforce, the Workforce...

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Are you looking for support in Queensland, or trying to find a service that meets your needs? Now you can search oneplace , the service directory hosted by the Queensland Family and Child Commission. oneplace is an easily accessible directory of community services to help Queensland families to get...
The Community Resource Handbooks were launched by Volunteering Queensland on 12 May 2015. They consolidate the knowledge gained through Volunteering Queensland's community leadership work with more than 2,000 community groups over the past fifteen years. The handbooks are aimed at small to medium...
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Author: 
Michael McAfee, PolicyLink President

Michael McAfee, President of PolicyLink, in the United States of America, gave an inspiring speech to delegates of the Queensland Council of Social Service (QCOSS) conference in 2016. He held the...

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Author: 
Sharon Daley, Queensland Council of Social Service

Social justice is a very broad term that has local, state, national and international consequences.

According the United Nations social justice is …

an underlying principle for peaceful and prosperous coexistence within and among nations. We uphold the principles of social...

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Author: 
Louise Mullins, Queensland Council of Social Service

Many organisations have very limited resources so it is sometimes necessary to seek additional funding to ensure ongoing service delivery.

Writing a submission for funding can sometimes be overwhelming, time-consuming and at times unrewarding, if unsuccessful, for an...

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Author: 
Natalie Siegel-Brown, Public Guardian

As the Queensland Public Guardian I am pleased to announce the inaugural opening of the Queensland Public Guardian’s Excellence Awards.

As Public Guardian, I want to acknowledge the exemplary work being undertaken by staff in the community services sector across the...

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Author: 
Sharon Daley, QCOSS

International Day of People with Disability (IDPwD) is held on 3 December each year.

It is a United Nations (UN) sanctioned day, celebrated internationally and aiming to increase public awareness, understanding and acceptance of people with disability, as well as to celebrate the...

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Being a foster carer means opening the door to children who you are related to biologically; children and young people who can’t live in their own home because they have experienced emotional, physical or sexual abuse or neglect, are at risk of experiencing one of those forms of harm or...

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Author: 
Louise Mullins, Queensland Council of Social Service

Would it surprise you to know that poverty and severe hardship affects more than a million Australians? And around the world more than a billion are desperately poor?

Anti-Poverty Week 2017 encourages all Australians to highlight issues of poverty and hardship here, at home, and overseas...

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Author: 
Sammy Bruderer, NAPCAN Queensland Manager

As the peak national body for the prevention of child abuse and neglect, promoting Child Safe Organisations is a key part of our work at NAPCAN. 

We are thrilled to be able to run a series of FREE Child Safe Organisation workshops throughout Queensland, thanks to the State Government’s...

Author: 
Angela Massey, QCOSS

On 8 December we celebrate Community Door’s 10th birthday.

Community Door was established as a gateway for community service organisations in Queensland to access key information and resources to help them in all aspects of their operations and keep them up to date with what’s happening...

What do you need to succeed?
Author: 
Shelley Dunlop, QCOSS

Community Door hosts a number of useful tools and resources that can assist you with service delivery. These are all free and available for anyone to download. A few of the most popular tools are highlighted here.

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