 |
What are Service Standards? |
|
| Service standards – are more than service delivery targets, such as the waiting time or hours of operation. It is about what is expected from the provider to their service users. Service standards could be pegged at the basic level or could be those aspects that function as a model of excellence for other similar programmes to be compared to, measured or judged against. Hence, standards may be presented at different levels, e.g. at a minimum level where licensing is required, or at a level of excellence where it supports the accreditation of a programme. |
|
What are the NCSS Service Standards for VWOs? |
|
| Service users and other stakeholders increasingly have higher expectations of the quality of services. Hence, the NCSS Service Standards Framework adopts a continuous improvement process for the VWOs in Singapore. |
|
| 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.
|
|
| NCSS Service Standards: A Continuous Improvement Framework |
| Build Capability |
Process-Related Standards |
Outcome-Related Standards |
Quality Assurance |
Service Guides
- e.g. Intake & Assessment
- e.g. Care & Discharge Planning
- e.g. Documentation & Record Keeping
|
Training for VWO personnel
- NCSS's Social Service Training Institute
|
|
Service Standards Requirements (SSR) |
| Programme Evaluation System (PES) |
| Outcome Management (OM) |
|
| Onsite assurance
|
| Resource Persons for Service Improvement |
|
Impact
Client Outcomes |
|
|
| The diagram shows the different NCSS initiatives that are in place to help VWOs attain acceptable service standards. Besides the guides, there are service standards tracking systems that VWOs can adopt to help them monitor their service standards. Onsite audits and resource persons for service improvement are also in place for quality assurance. |
|
|
Building VWO Capability |
|
Service Guides |
|
| To assist VWOs to comply with the SSR, NCSS has and is continuing to develop a series of service guides. The service guides can be found in the VWO Corner of this website. |
|
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 to facilitate VWOs’ to gear their services and programmes to achieving client outcomes. |
|
|
Process Standards |
|
Service Standards Requirements |
|
| To ensure that services are client-centred and outcome-oriented, NCSS has identified 16 items in 7 core areas that have a significant impact on client outcomes. The 16 items pertain to service-related organisational processes that have a bearing on programme outputs and client outcomes. |
|
| Service Standards Requirements |
|
|
Outcome Standards |
|
Programme Evaluation System |
|
| Programme evaluation is a process that entails the comparison of measurable programme outputs and outcomes with defined standards of performance. It is thus an assessment of the extent to which the programme's goals and objectives have been met. |
|
| Programme Evaluation System |
|
Outcome Management |
|
| Outcome Management is a user-centred approach for assessment of programmes that are based on user needs and are designed to achieve change. The Outcome Management approach provides clarity to PES, thus enhancing it and allowing programmes to identify and report client outcomes objectively. |
|
| Outcome Management |
|
|
Quality Assurance |
|
On-site Assurance |
|
| On-site Assurance visits verify the PES data submitted by agencies for accuracy. From FY07, on-site assurance would also assess agencies’ compliance to the SSR. |
|
Resource Persons |
|
| Resource persons comprising professionals from the social service sector are identified to provide inputs and recommendations on issues related to VWO services and professional practice. |
|
|
For queries on the NCSS Service Standards framework, please contact:
Ms Marceline Chin
Principal Executive, Strategy & Specialisation
Tel: 6210 2547
Email: marceline_chin@ncss.gov.sg |
|
| |
