Australian Service Excellence Standards (ASES)
Supporting the community and non-government services sectors excel
The Australian Service Excellence Standards (ASES) is in its third edition (version 5) and is managed by the Government of South Australia Department of Human Services (DHS). The ASES certification program is aimed at supporting community and non-government organisations (NGOs) in the community services sector and is particularly relevant for small and medium-sized community service organisations. The Standards assist community service organisations to effectively manage resources, gain a better understanding of consumer needs, and to improve accountability and reporting.
The ASES is based on the following organisational principles:
- Consumer and outcome focused
- Clear direction with accountability
- Continuous learning and innovation
- Valuing people and diversity
- Collaborative work practices
- Evidence-based decision making, and
- Social, environmental and ethical responsibility.
QIP has extensive experience assessing a range of community organisations and NGOs and is a recognised provider of ASES certification by the Department of Human Services (DHS). Our personalised support and practical resources make the ASES certification experience a positive and quality focused one.
Download QIP's ASES brochure here
Pathways to certification
Two pathways are available to achieve QIP certification against ASES — Certificate and Award level. Both pathways support community services organisations to strive towards continuous improvement in quality service delivery.
ASES Certificate level encourages organisations to start formalising the way they plan, implement and monitor continuous improvement activities.
Certificate level includes three key areas:
- People, partnerships and communication, and
- Service provision.
ASES Award level involves the systematic implementation of the organisation’s strategic agenda and a demonstrated commitment towards continuous learning and sustainable improvement. Award level builds on the organisation’s achieved Certificate level and incorporates three additional aspects:
- Improvement, and
ASES review cycles
ASES for community and NGO organisations in South Australia
For community organisations located in South Australia, there is a seven-step certification process:
- Information provision and sign up
- Register with DHS
- Undertake self-assessment with ASES workbooks
- Register with QIP, update self-assessment in AccreditationPro
- QIP Assessor completes the external assessment and report
- Develop a quality action plan, and
- Certification decision is made.
ASES – a nation-wide certification program
The ASES Standards are applicable to most community organisations nationally; however, the process differs slightly to other national standards and revolves around the following four steps:
- Contract with QIP
- Complete self-assessment with QIP via AccreditationPro
- A QIP Assessor completes the external assessment and report, and
- Certification decision is made.
ASES for the NSW Specialised Homelessness Services program
In 2018, New South Wales (NSW) Government Family & Community Services (FACS) announced that from 30 June 2023 all FACS-funded homelessness providers will be certified against the ASES at least to the Certificate level under the Specialised Homelessness Services (SHS) program in NSW.
It is expected that providers will start the process in 2019/20 after the pilot ends to ensure that external reviewers are available to undertake site visits across the state and confirm the requirements for certification have been met by all organisations prior to 30 June 2023.
The seven-step process for South Australian organisations is recommended for organisations completing the 'ASES for the NSW Homelessness Services program', rather than the nation-wide program.
How QIP supports organisations
QIP has trained QIP Client Liaison Teams on hand to answer any questions clients may have about their accreditation, certification or verification. With expert knowledge of each of the standards or frameworks, evidence requirements and the self-assessment process, QIP’s Client Liaison Teams provide clients with on-going advice throughout their cycle.
QIP’s accreditation hub
The QIP accreditation hub is an online platform tailored to each client’s individual accreditation timelines and framework requirements. It includes a personalised action plan, a resource library and a number of other features to support clients throughout their accreditation journey.
Access to AccreditationPro
QIP’s online self-assessment software, known as AccreditationPro, streamlines accreditation preparation by helping clients determine their organisation’s compliance with an applicable set of Standards.
Access to online resources and education
QIP’s online Education and Resource Library, provides clients with access to a range of practical, informative and customisable resources to support organisations in complying with the relevant industry Standards.
Regular news and e-newsletters
Stay up-to-date with industry and organisational news, helpful tips and your standards information with QIP communications including periodical e-newsletters advising of any changes to processes, systems, standards or evidence requirements are released.
Highly trained assessment teams
QIP’s Assessors are highly trained and qualified peer assessors who work across the Australian health, community and human services sectors. Our team will share their knowledge and support organisations through the accreditation assessment.
Celebrating the achievement of accreditation
Achieving QIP accreditation takes dedication, team work and a commitment to continuous quality improvement. When organisations achieve their accredited, certificated or verified status, they are provided with their own 'Promotional Toolkit' filled with a number of materials to celebrate and promote this achievement.
The QIP Accredited Symbol is one way consumers and local community can be reassured that an organisation has been recognised for their commitment to delivering a safe and quality-focused service.