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Blog: How to ace your Human Services Quality Framework audit in 2023

Almost ten years since the HSQF was introduced, many organisations are at the point where their processes for meeting HSQF requirements are mature enough to run themselves. There’s an understanding across the workforce about why HSQF is in place and why it’s important. Rather than being nervous about being audited, organisations are excited about showing off their ongoing systems improvements. This commitment to quality means that when there is staff turnover, organisations don’t need to start from scratch. It also shows dedication to the people accessing their services.

When auditors or organisations observe non-conformances, there are usually simple solutions. Below are three common “notifiable issues” and what you can do about them.

1. Make sure your board members have the correct Blue Cards

It’s really important all your board members (both volunteer and paid) have the correct Blue Card. If a board member doesn’t have the correct Blue Card, your organisation won’t receive certification and the board member will have to step down.

Your board members must apply for a Blue Card using a business application and paid board members must pay for their application (volunteer board members do not have to pay). Make sure you keep the Blue Card business application forms to show your HSQF auditor, as well as a paper trail of any communication you have with Blue Card Services about the application/s. Always seek clarifications by email rather than phone. The process for Board Members and Executives of licensed care services differs, and they should be completing the form specifically for them.

Remember, you don’t need a separate Blue Card register for your organisation if you’re using the Blue Card portal.

2. Demonstrate processes for reviewing staff access permissions to electronic databases

One consistent non-conformance falls under indicator 1.7. This indicator states: “The organisation has effective information management systems that maintain appropriate controls of privacy and confidentiality for stakeholders.”

In HSQF User Guide 8.1, the following was added to indicator 1.7.

“… Documented processes for reviewing staff access permissions including a process for on-boarding and off-boarding staff, and regular (e.g. quarterly) audits to ensure this is done”

Auditors often find that organisations have not complied with this addition. Complying doesn’t need to be complex, just make sure you add a paragraph to your existing policies and procedures about how you will ensure that staff who are joining or leaving the sector have appropriate access to information. There are also no requirements in the standard about what the audit should look like. For instance, if you’re a small organisation without huge capacity for additional tasks, you can schedule a quarterly data check in your calendar.

3. If you have a surveillance camera, let people know!

Again, in User Guide 8.1 there is an addition to indicator 1.7 about signage where surveillance cameras are used.

“…installed signage to inform clients, staff and visitors where monitoring is in use”

You need to use signage to alert people to surveillance cameras even if the cameras are not recording footage (for instance, a doorbell camera may not record footage, it might solely be used to show who is at the door, but your organisation still needs signage to alert people to the fact they are being captured on camera).

Alongside installing signage, you should also limit your scope of surveillance footage – don’t film people where they might expect privacy.

You can push back!

If you don’t agree with your auditor, you can push back!

• Be confident in your practice’s decision-making processes so you can demonstrate that the processes have sound reasoning behind them.
• Practice pushback—swallow the lump in your throat and go for it! Query your auditor if you don’t agree with an assessment they make. A good question to remember is: “Can you show me where in the standards it says you need to do it that way?”
• If your auditor critiques or makes an assumption about one of your organisation’s processes based on their misunderstanding or lack of knowledge about the cultural context within which your organisation operates—tell them.
• The best time to provide extra evidence and feedback if you are unhappy about aspects of your audit is when you receive your draft HSQF audit report.
• Documentation is key for a quality management framework, so make sure your documentation processes are robust.

Thank you to Clarisa Rahmat and HDAA for their time in speaking to the Quality Collaboration Network (QCN) about common non-conformances across HSQF audits at our latest QCN meeting.

Interested in all things quality and compliance?

The QCOSS Quality Collaboration Network is a peer-led network for those involved in implementing the HSQF within their organisation. Monthly meetings provide an opportunity to share experiences, information and resources. Find out more.