PREVENTION

Actions taken to minimise and/or eliminate social, psychological, or other conditions. Prevention can occur at the individual, group, community, and societal levels and enhances opportunities to achieve positive fulfilment.		  
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  MANAGEMENT

See ADMINISTRATION		  
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  PRACTICE

Established actions or ways of proceeding in the regular performance of organisational duties. Policies and procedures often guide practice.		  
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  LIABILITY

An obligation, responsibility, or debt. 		 
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  QUALITY

In this context, the extent to which contemporary and generally recognised standards for professional practice are met and exceeded, and desirable service outcomes achieved.		  
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  HUMAN SERVICES

Programmes designed to address individual and group development and well-being in addition to conditions that impact individuals and groups including: aging, delinquency and crime, child welfare, poverty, housing, education, employment, mental health, physical health, substance abuse, and developmental disabilities. 		 
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  SOCIAL SERVICES

Activities that enable individuals, families, and groups to cope with social and psychological problems interfering with their functioning.		  
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  CONTRACT

A formal written agreement between two or more parties that specifies the services, space, or products to be provided in exchange for some form of compensation. Also known as “purchase of service arrangement.”		  
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  SERVICE

One or more organisation-operated programmes or activities that have a common general objective and deploy the organisation’s material and human resources in a planned and systematic manner. An organisation that publicly promotes or identifies itself in writing as offering a service, is licenced to deliver a service, assigns personnel and/or space to a service, or allocates financial resources to a service is considered to offer that service.		  
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  CLIENT

See SERVICE RECIPIENT		  
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  CRITERIA

Systematically developed, objective, and quantifiable statements used to assess the appropriateness of specific decisions, services, and outcomes.		  
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  VENDOR

An organisation or person that sells services. 		 
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  PERFORMANCE

A measure of how well an organisational system provides services to consumers. Performance is often based on key indicators, such as rates of service, cost per consumer, degree of satisfaction with services, and extent of consumer access to services.		  
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  PROTOCOLS

Instruments and procedures used to accomplish a particular goal, activity, or purpose.		  
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  REMEDIATION

The process of correcting a problem.		  
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Risk Prevention and Management
  
Private Org  

CA-RPM 10: Quality Monitoring of Purchased Services*

 
The organisation monitors and evaluates the quality of social and human services purchased from other provider organisations.
Note: Please see Tip Sheet: CA-Contracting in the Tools Index for additional assistance with this standard.
NA The organisation does not purchase social and human services from other organisations.

CA-RPM 10.01

 

Contractors who provide human or social services:

  1. have sufficient human and financial resources to fulfil the terms of the contract; and
  2. are licensed or otherwise legally authorized to provide the contracted services.

CA-RPM 10.02

 
The organisation routinely monitors contractor progress towards fulfilling the terms of the contract.
related CA-PQI 2.04,  CA-RPM 2.04

CA-RPM 10.03

 

Contracts for social and human services include:

  1. service quality, client satisfaction, and outcomes that accord with the organisation’s expectations;
  2. criteria for evaluating vendor performance; and
  3. protocols for routine communication of related data.

CA-RPM 10.04

 

When areas of concern are identified, the organisation:

  1. develops an improvement plan in conjunction with the contractor; and
  2. ensures contractor follow-up and remediation.
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PURPOSE: Comprehensive, systematic, and effective risk prevention and management practices reduce the organisation’s risk, loss, and liability exposure.
 
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