NDIS quality and safeguarding framework: The key systems you need

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Be it a spreadsheet or a comprehensive IT solution, a system is a reliable and repeatable way to ensure you comply to all relevant standards.

This article will give you an overview of the seven must-have systems you need to meet the requirements of the NDIS Quality and Safeguarding Framework.


Feedback and complaints management


Each service provider must have a system to manage complaints and feedback. A lack of feedback and complaints from participants is not a reason to avoid having this system. It is your responsibility to:

  • manage each complaint with procedural fairness and natural justice
  • keep records of all complaints/feedback
  • have a process for escalating complaints
  • review the effectiveness of your feedback/complaints management system.


Incident management


Incidents are an unavoidable outcome of delivering services in the NDIS market. Each provider must have a system for managing this. This should include procedures for reporting, investigating and resolving incidents. To ensure this system functions effectively you must:

  • ensure participants know how to report an incident
  • ensure workers can report and manage incidents
  • review the effectiveness of your incident management system
  • keep records of information relating to incidents.


Governance and operational management


Each provider must have a governance and operational management system. Effective governance and operational management should be comprised of documents such as:

  • organisational charts
  • business, financial and strategic plans
  • system of delegation
  • position descriptions.

Also, this system must include:

  • defined roles and responsibilities
  • opportunities for participants to contribute to governance
  • management team members that have the suitable qualifications and experience
  • proactive management of conflicts of interest.


Risk management


It is vital that your organisation maintains a risk management culture. This involves a documented risk management system that allows you to effectively analyse, prioritise and treat risks. At a minimum, you must consider risks to your:

  • participants
  • workers
  • finances
  • organisation as a whole (e.g. brand reputation).


Information management


As a service provider, it is your responsibility to manage participant and worker information with consideration for privacy and confidentiality.

Before collecting information, each participant must be informed about why their information will be collected and how it will be used. In addition, information must incorporate the following:

  • storage of documents in a way that ensures effective and secure:
    • access (for the right people)
    • amendments
    • transfer
    • retrieval
    • retention
    • disposal.
  • processes for managing incidents relating to information management (e.g. data breaches)
  • processes for sharing information with authorised third parties
  • worker training relating to scams that can compromise information security.


Human resources


Effective human resource management is vital for developing, using and maintaining all your other organisational systems. Your human resources system should cover:

  • recruitment
  • onboarding
  • pre-employment checks
  • ongoing worker training
  • management of worker welfare.


Quality management


All other systems contribute to quality management. However, there are some things that you can do to contribute to quality management directly. These things include:

  • collecting feedback
  • having a system of internal audits
  • analysing the following data:
    • outcomes
    • risk management
    • new research

Quality management is about reviewing the effectiveness of your established systems. This process of review allows you to maintain a culture of continuous improvement.

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