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UNDERSTANDING SERVICE STANDARDS REQUIREMENTS

What are Service Standards Requirements?

Service Standards Requirements (SSR) goes beyond defining the level of service and identifies the processes that need to be in place in order to run an effective service. Periodic service assessments are done to ensure that the guidelines are met.

How did Service Standards Requirements come about?

NCSS streamlined the 54 Best Practice Guidelines (BPG) processes to 16 standards areas following a review of the BPG, which was introduced since 2002. The 16 standard areas are those that have a direct and/or significant impact on client outcomes, and are referred to as the “Service Standards Requirements” (SSR). The SSR was introduced in April 2007.

What are the 16 standards areas outlined in the SSR?

The 16 process-related standards cover the following areas

Programme Outcomes
1.	The programme’s objectives and philosophy of service delivery are clearly stated.
2.	The programme has met the client outcome targets that have been set for the programme.
Intake and Assessment
3.	The eligibility criteria for the programme is clearly written
4.	The programme has a written policy stating the timeframe within which service users must be screened to determine service eligibility.
5.	The programme has an intake and assessment form which is used for all eligible clients.
6.	The programme has a procedure to ensure that people who are not eligible for the service are informed of alternative options and are referred to other appropriate services.
Care Planning
7.	The programme has written procedures on individual care planning.
8.	Care plans are tailored individually to meet the unique needs and preferences of the service user and/or his/her family.
9.	Re-assessment of care plans are conducted at regular intervals (at least 6 monthly) or as agreed between NCSS and the VWO.
Discharge Planning
10.	The programme has written procedures on discharge planning.
11.	Discharge plans are discussed at the onset of service provision with the service user, his/her family and concerned individuals involved in the care of the service user.
Documentation and Record Keeping
12.	Up-to-date client records, including details of assessment, re-assessment, care and discharge planning are maintained for at least 3 years.
13.	The programme ensures that service user records are kept in a secure manner, so that the privacy and confidentiality of service users are protected.
Accessibility and Integration of Service
14.	Services are provided during the operating hours as specified by the programme with consideration of the target clientele and their caregivers needs.
15.	The programme ensures access to its services, irrespective of the ethnicity and religion of the prospective service user.
Safety and Protection of Service Users
16.	The programme has guidelines on protecting the safety of vulnerable service users from physical, emotional, psychological, sexual abuse and neglect.

FREQUENTLY ASKED QUESTIONS

FAQs for VWO

1.	How were the 16 standards areas arrived at?
A.	After careful consideration and review of the 54 BPG areas, the most important, critical and impactful areas to client outcomes were selected. Care was taken to ensure that the compulsory requirements would not be onerous for VWOs.

2.	How does complying with Service Standards Requirements (SSR) help VWOs in their organisational processes?
A.	SSR is important because the standards: serve as a checklist to ensure that key processes integral to ensuring and safeguarding client outcomes are in place. Through the process of identifying strengths and weaknesses in operations and service delivery, programmes can undertake remedial measures to develop services. Programmes are encouraged to be proactive in ensuring that service delivery processes are of a high standard. facilitate systematic and consistent documentation. Social service programmes would need to have in place documentation so that their processes can be verified during the on-site assessments. is a form of quality assurance for clients and other stakeholders. It provides opportunities for internal review of the programme’s administration and service delivery against a set of standards. Social service programmes can adopt the SSR standards to re-examine goals, re-define objectives, clarify and re-affirm their convictions that services provided are necessary for beneficiaries and relevant to the community-at-large.

3.	How can information pertaining to SSR be shared with donors and members of the public?
A.	Donors and members of the public need to be assured of the agency’s standards of practice. SSR guidelines offer a way of showcasing what the outcomes of a programme are and what kind of processes (for example, care and discharge planning, etc.) are necessary and in place to achieve the goals. If clients and caregivers understand the purpose of the processes and standards necessary (for example, having client input in goals of the care plans and the outcomes at the end of the programme/service), clients could be more cooperative and participative to ensure successful outcomes.

4.	How does the SSR interface with other tools such as the PES and Outcome Management?
A.	The SSR supports the PES and Outcome Management by ensuring that basic process-standards are in place for social services. Because social services typically engage vulnerable clients, it is very important to ensure that such basic processes are in place to facilitate the delivery of quality and transparent services. Please view NCSS Standards Framework for more information.

Frequently Asked Questions - VWOs

1.	Will the workload of the agency increase?
A.	Agencies have been implementing the Best Practice Guidelines (BPG) that comprises 54 areas since 2002. The 16 Service Standards Requirements are selected and streamlined from the BPG. Only core and critical areas impacting client outcomes were selected, to enhance focus on areas impacting client outcomes. Hence it is hoped that the reduction from 54 areas to 16 standards will be less onerous for VWOs, whilst at the same time provide more quality service to clients.

2.	What can agencies do if the processes are not in place?
A.	NCSS has developed service guides pertaining to key process areas within SSR, as a reference for VWOs. Generic templates and checklists are available for agencies to customise according to their programme and client needs. The service guides available are: Intake and Assessment Care and Discharge Planning Documentation and Record Keeping

3.	What will be done with the submissions?
A.	NCSS will analyse the submissions and use the information for service reviews and standards development, as well as inform stakeholders for quality assurance.

4.	What will NCSS do with the results of the submission? Will it affect funding?
A.	SSR is a funding requirement and hence compliance is mandatory. If there are areas for improvement, agencies are expected to take corrective actions to strengthen the programmes to safeguard client interest.

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