How do we know if the services we provide really improve the lives of the people we work with? How do we know if the people we work with are satisfied their experience of our work and / or our service?

The obvious answer is to ask them.

It is generally held that the reason services exist is to make the lives of the people they serve better. However, it is not always easy for services to know if the support they provide is optimal or even effective. It’s also difficult for funders to know if people are satisfied with the services they are funding.

It is common for services ask questions such as:

  • What do people really want/ need from us?
  • Are we really focusing our efforts in the right area?
  • Does what people want match with what we are funded to provide?
  • Are there gaps we don’t know about?
  • Are our services sufficiently flexible and responsive?

Services may report on units and hours delivered, however while these may speak to the nature and quantity of services, they do not necessarily tell us about the experience of those receiving services. Ultimately, the quality of the service is judged by the people who use them.

In the following pages, you will find a range of tools and resources that will assist you in finding out the best way to do this for your service and the people that use your service.

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During the Christmas period many community service organisations close their doors. If you need support during the holiday season here are a list of helpful contacts: Queensland Government - 13Family hotline Phone: 13 32 64 Family Drug Support's 24/7 support line Phone: 1300 368 186 DV Connect...
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Queensland Government media release Seventy-three neighbourhood centres across Queensland will share in more than $600,000 under the Palaszczuk Government’s Thriving Queensland Communities Grants program. Minister for Communities Coralee O'Rourke today (24 October) announced the successful...
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Not-for-profit Law runs regular training on a range of common legal issues faced by community organisations and individuals within them. The training is aimed at small to medium not-for-profit organisations. It is presented by Not-for-profit Law lawyers and guest presenters. Have a look at their...
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Queensland Government media release The Palaszczuk Government is delivering on its commitment to Queensland’s Neighbourhood Centres through continued investment in these important pieces of local infrastructure. Minister for Communities Coralee O’Rourke today told the Queensland Parliament in...
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Join the National Disability Service (NDS) and Workability Qld for a breakfast event with author Neil Eastwood. Neil Eastwood has written the book 'Saving Social Care: How to find the more of the best frontline employees and keep the ones you have'. Across Australia, developing a workforce that...
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Queensland Government media release People with a disability using the TransLink Access Pass (TAP) will no longer pay for replacement card charges from August 1. Card expiry dates will be extended from one to five years too, meaning eligible travellers with a permanent disability won’t need to pay...
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Queensland Government media release Empowering communities to be resilient is a key focus of the Palaszczuk Government’s 2018-19 State Budget with a multi-million dollar investment to create thriving communities across Queensland, including $12.7 million for neighbourhood and community centres...
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The vision for Family Matters Week of Action campaign is that all Aboriginal and Torres Strait Islander children and young people grow up safely in their home, receive a good education, and grow up healthy and proud of who they are. The theme for the 2018 Family Matters National Week of Action is...
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Neighbourhood Centres across Queensland can share in $550,000 of Palaszczuk Government funding for one-off grants to run events, deliver projects, or to purchase equipment to help make their communities thrive. Minister for Communities Coralee O'Rourke today (9 May) announced that the new Thriving...
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Queensland Government media release The tireless dedication of Queensland’s foster and kinship carers is being recognised this week (22-28 April) as Queenslanders celebrate the tremendous effort more than 5,300 carer families put in each and every day to keep vulnerable Queensland children safe...

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Are you looking for support in Queensland, or trying to find a service that meets your needs? Now you can search oneplace , the service directory hosted by the Queensland Family and Child Commission. oneplace is an easily accessible directory of community services to help Queensland families to get...
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Author: 
Simone Hockins, Queensland Council of Social Service

Last year Queensland Council of Social Service (QCOSS) and Queensland Families and Communities Association (QFCA) consulted with neighbourhood and community centres across Queensland.

The report, which was the largest community consultation of its kind in Queensland, found three key...

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Author: 
Louise Mullins, Queensland Council of Social Service

The social service sector provides the community with services that meet a broad range of needs. The delivery of services aims to promote physical, social, emotional, mental and spiritual wellbeing.

Groups in the community that are marginalised or disadvantaged, including Aboriginal and...

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Author: 
Louise Mullins, Queensland Council of Social Service

Did you know as many as one in five Queenslanders has a disability? Every day, some face barriers to participating in their own community.

Everyone has a role to play in creating a more inclusive Queensland, whether as an individual, through business or as a member of a community group....

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Author: 
Michael McAfee, PolicyLink President

Michael McAfee, President of PolicyLink, in the United States of America, gave an inspiring speech to delegates of the Queensland Council of Social Service (QCOSS) conference in 2016. He held the...

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Author: 
Sharon Daley, Queensland Council of Social Service

Social justice is a very broad term that has local, state, national and international consequences.

According the United Nations social justice is …

an underlying principle for peaceful and prosperous coexistence within and among nations. We uphold the principles of social...

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Author: 
Louise Mullins, Queensland Council of Social Service

Many organisations have very limited resources so it is sometimes necessary to seek additional funding to ensure ongoing service delivery.

Writing a submission for funding can sometimes be overwhelming, time-consuming and at times unrewarding, if unsuccessful, for an...

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Author: 
Natalie Siegel-Brown, Public Guardian

As the Queensland Public Guardian I am pleased to announce the inaugural opening of the Queensland Public Guardian’s Excellence Awards.

As Public Guardian, I want to acknowledge the exemplary work being undertaken by staff in the community services sector across the...

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Author: 
Sharon Daley, QCOSS

International Day of People with Disability (IDPwD) is held on 3 December each year.

It is a United Nations (UN) sanctioned day, celebrated internationally and aiming to increase public awareness, understanding and acceptance of people with disability, as well as to celebrate the...

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Being a foster carer means opening the door to children who you are related to biologically; children and young people who can’t live in their own home because they have experienced emotional, physical or sexual abuse or neglect, are at risk of experiencing one of those forms of harm or...

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Author: 
Louise Mullins, Queensland Council of Social Service

Would it surprise you to know that poverty and severe hardship affects more than a million Australians? And around the world more than a billion are desperately poor?

Anti-Poverty Week 2017 encourages all Australians to highlight issues of poverty and hardship here, at home, and overseas...

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