Libary Services > Service Quality Standards (SQS)

SQS 1	Service Information The service unit ensures that a clear description of its purpose, objectives and mode of service delivery is publicly available.
SQS 2	Review and Update Policies and Procedures The service unit should review and update the documented policies and procedures describing how it will approach key service delivery issues.
SQS 3	Operations and Activities Records The service unit maintains accurate and current records of service operations and activities.
SQS 4	Roles and Responsibilities The roles and responsibilities of all staff, managers, the Management Committee and/or the Board or other decision-making bodies should be clearly defined.
SQS 5	Human Resource The service unit/agency implements effective staff recruitment, contracting, development, training, assessment, deployment and disciplinary practices.
SQS 6	Plans, Reviews and Evaluates The service unit regularly plans, reviews and evaluates its own performance, and has an effective mechanism by which service users, staff and other interested parties can provide feedback on its performance.
SQS 7	Financial Management The service unit implements policies and procedures to ensure effective financial management.
SQS 8	Legal Obligations The service unit complies with all relevant legal obligations.
SQS 9	Safe Physical Environment The service unit takes all reasonable steps to ensure that it provides a safe physical environment for its staff and service users.
SQS 10	Enter and Leave the Service The service unit ensures that service users have clear and accurate information about how to enter and leave the service.
SQS 11	Assess Services Users’ Needs The service unit has a planned approach to assessing and meeting service users’ needs (whether the service user is an individual, family, group or community).
SQS 12	Informed Choices The service unit respects the service users' right to make informed choices of the service they receive as far as practicable.
SQS 13	Private Property The service unit respects the service users’ rights in relation to private property.
SQS 14	Privacy and Confidentiality The service unit respects the service users’ rights for privacy and confidentiality.
SQS 15	Complaints Each service user and staff member is free to raise and have addressed, without fear of retribution, any complaints he or she may have regarding the agency or the service unit.
SQS 16	Free from Abuse The service unit takes all reasonable steps to ensure that service users are free from abuse.