❓ Hon Stephen Dawson questions the Disability Services Commission regarding low reporting rates to HADSCO, data collection on serious incidents reported to police, and the publication of service provider self-assessments. The Minister responds outlining actions taken to improve awareness of complaints mechanisms and explains the confidentiality of self-assessments.
AnsweredQoN 3053Legislative Council
QuestionView source ↗
I refer to the transcript of the Estimates and Financial Operations Committee Disability Commission Annual Report Hearings on 8 December 2014 (page 3), where Dr Chalmers that states “In my conversations with the head of HADSCO—and I do that quite regularly—she said to me that again she is quite interested in the very low reporting rates that are coming through her office from Disability Services in comparison with the health system. So we, I guess, got on the front foot and said, Well, maybe it’s got something to do with the reporting form here. Let’s attend to that, open it up a little bit.”, and ask: (a) what action has been taken to date to address the very low reporting rates that are coming through Disability Services to Health and Disability Services Complaints Office (HADSCO); (b) does the Disability Services Commission collect data on how many serious incidents that are reported to the police from Government and Non-government disability services; and (c) why is there no requirement for service providers to publish their annual self-assessments or quality evaluations, and does the Disability Services Commission collect data on this?
AnswerView source ↗
Answered
16 June 2015
Responded by
Minister for Disability Services
Response time
42 days
(a) The Director of HaDSCO has informed me that she has implemented strategies to raise community awareness of that office's role. Complaints are usually made directly to HaDSCO, not via the Disability Services Commission.
In relation to the Disability Services Commission, the agency for which I have responsibility, specific initiatives undertaken to ensure people with disability are aware of and able to use complaints mechanisms include:
- Revision and updating of all Commission information regarding the making and management of complaints, including updated website information.
- The production and distribution of a revised "How to Have Your Say" publication, providing specific advice on the National Standards for Disability Services and how to raise complaints about service related issues.
- Local Area Coordinators and other front line staff inform consumers of complaints avenues
- HaDSCO brochures are displayed in offices and service outlets and enclosed with correspondence responding to concerns and complaints
- Regular briefings to disability sector organisations about the State's quality framework and complaints, ensuring support workers are equipped to provide advice on these issues.
- A Disability Services Expo held in March 2015, provided the public the opportunity to discuss issues and seek advice directly from Commission staff.
- Presentation at the recent HaDSCO Community Leaders Open Day and workshop to raise awareness of ways to raise issues of concern with the Commission, and how people should expect to be supported during this process.
- Consumers who lodge complaints with the Commission are advised about the option of taking the complaint to HaDSCO if they are unhappy with the outcome.
(b) No. Consumers lodge complaints about many aspects of service delivery and the majority of complaints do not relate to matters classified as serious incidents.
(c) Self assessment and Independent Quality Evaluations are conducted under the requirements of organisations' service agreements with the Commission and are confidential.. While service providers may publish the reports, there is no requirement to do so. The Commission does not monitor which service providers publish their evaluations.
Its focus is on ensuring services are delivered in accordance with the National Standards for Disability Services and supporting continuous improvement across the sector.
Where either Required Actions or Key Priorities for Service Improvement are identified in evaluations, the Commission requires service providers to report back, within specified timeframes, on steps taken to address the findings. This data is recorded. Where steps are not taken to address findings, this may constitute a breach of the service agreement and may result in contract termination.
In relation to the Disability Services Commission, the agency for which I have responsibility, specific initiatives undertaken to ensure people with disability are aware of and able to use complaints mechanisms include:
- Revision and updating of all Commission information regarding the making and management of complaints, including updated website information.
- The production and distribution of a revised "How to Have Your Say" publication, providing specific advice on the National Standards for Disability Services and how to raise complaints about service related issues.
- Local Area Coordinators and other front line staff inform consumers of complaints avenues
- HaDSCO brochures are displayed in offices and service outlets and enclosed with correspondence responding to concerns and complaints
- Regular briefings to disability sector organisations about the State's quality framework and complaints, ensuring support workers are equipped to provide advice on these issues.
- A Disability Services Expo held in March 2015, provided the public the opportunity to discuss issues and seek advice directly from Commission staff.
- Presentation at the recent HaDSCO Community Leaders Open Day and workshop to raise awareness of ways to raise issues of concern with the Commission, and how people should expect to be supported during this process.
- Consumers who lodge complaints with the Commission are advised about the option of taking the complaint to HaDSCO if they are unhappy with the outcome.
(b) No. Consumers lodge complaints about many aspects of service delivery and the majority of complaints do not relate to matters classified as serious incidents.
(c) Self assessment and Independent Quality Evaluations are conducted under the requirements of organisations' service agreements with the Commission and are confidential.. While service providers may publish the reports, there is no requirement to do so. The Commission does not monitor which service providers publish their evaluations.
Its focus is on ensuring services are delivered in accordance with the National Standards for Disability Services and supporting continuous improvement across the sector.
Where either Required Actions or Key Priorities for Service Improvement are identified in evaluations, the Commission requires service providers to report back, within specified timeframes, on steps taken to address the findings. This data is recorded. Where steps are not taken to address findings, this may constitute a breach of the service agreement and may result in contract termination.
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