2.jpg){kind=logo}
About 6,100 seniors were supported in community living by Seniors Activity Centres in FY2010.
Home >> VWO Corner >> Service Standards
Service Standards
NCSS Service Standards Framework for VWOs
NCSS aims to professionalise the social service sector in Singapore through the development and enhancement of service standards. Service standards are important because they ensure that:
 |
The interests and welfare of the service-users are safeguarded; and |
|---|---|
|
Service-providers are professional, transparent and accountable in meeting social service needs. |
Service users and other stakeholders increasingly have higher expectations of the quality of services. Hence, the NCSS Service Standards Framework emphasises a continuous improvement approach for the VWOs in Singapore.
Various initiatives are in place to help VWOs attain acceptable service standards. These initiatives can be seen in the table below:
| NCSS Service Standards Framework - A Continuous Improvement Process | ||
|---|---|---|
Standards |
Quality Assurance |
Build Capability |
Enhanced Programme Evaluation System (EPES) |
Onsite Assurance Visits Verify EPES |
Service Guides Intake & Assessment Care & discharge planning Documentation & record keeping Safety & protection of Service Users |
| Service Standards Requirements (SSR) | Resource Persons for Service Improvement | Training for VWO personnel NCSS's Social Service Training Institute |
Client Outcomes
Impact |
||
Standards
Enhanced Programme Evaluation System (EPES)
EPES is a framework used to assess the extent of improvement to the clients’ circumstances and conditions as a result of an implemented programme. Please click here for more details.
Some examples measured for client outcomes include:
a. People with disabilities
|
Of the X clients who participate in Activities of Daily Learning (ADL) self-care training, Y clients will be able to perform at least one new activity independently in an ADL domain within one year. |
b. At-risk youth
|
Upon the completion of a programme or a series of counselling sessions, X out of Y children/youth would demonstrate at least one of the following improvements: a. Improved ability to cope with challenges/difficulties b. Improved problem-solving skills to manage challenges/difficulties |
Service Standards Requirements
NCSS has identified 16 service delivery processes that may critically impact client outcomes. Click here for more details.
All programmes funded by Community Chest, the fund-raising arm of NCSS, must adhere to these Service Standards Requirements.
Impact Report
Impact reports articulate how a programme type has benefited and impacted the lives of clients. Click here to view the impact report for Children Disability Services – Special Schools. Additional impact reports will be added in the future.
Quality Assurance
On-site Assurance
On-site assurance visits verify the Enhanced Programme Evaluation System data submitted by agencies for accuracy. From FY2007, on-site assurance would also assess agencies’ compliance to the Service Standards Requirements.
Resource Persons
Resource persons are professionals from the social service sector who are identified to provide inputs and recommendations on issues related to VWO services and professional practice.
Building VWO Capability
Service Guides
To assist VWOs to comply with the SSR, NCSS has and will continue to develop a series of service guides. The service guides can be found in the VWO Corner.
Training for VWO Personnel
NCSS’s Social Service Training Institute conducts capability building programmes for social service personnel. In particular, NCSS has conducted intensive basic, intermediate and advanced outcome management training for VWOs to gear their services and programmes towards achieving client outcomes.
For queries on the NCSS Service Standards Framework, please contact:
Ms Eunice Lin
Assistant Director
Research and Strategy Department
Tel: 6210 2495
Email: eunice_lin@ncss.gov.sg
