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These guidelines have been developed to outline the current consensus on leading practice in service delivery.  The expected outcomes should these guidelines be pursued by organizations:

  • Increased quality of services
  • Better consistency of services
  • Better outcomes for people
  • Shared vision and road map for service delivery
  • Competent, stable, confident workforce
  • Increased confidence in services

These guidelines rely upon the following principles and values:

  • People are respected and treated with dignity;
  • People belong, contribute and are included within their neighbourhood, communities and workplace;
  • People exercise rights and responsibilities as outlined in current human rights code, law or convention;
  • People receive responsive, timely personalized support;
  • People have the supports to achieve overall wellbeing and fulfill their potential;
  • People are seen, heard, known and valued;
  • Families and support networks are valued and respected;
  • People have choice & control and design lives of their choosing;
  • People have the material and social capital to pursue and achieve their dreams and goals;
  • People receive quality services defined and directed by the person that enables full inclusion and citizenship;
  • People enjoy continuity and stability of services and supports.

Throughout this document, ‘guideline’ is used as a collective term to describe both the outcomes and the statements which sets out the systems and practices that should be present within organizations.

Not every guideline will apply to every service depending upon if the organization provides temporary or ongoing supports, residential, clinical, respite, or employment supports, etc.

The “What Does This Look Like” section explains what achieving the guideline looks like in practice.

These guidelines do not replace or remove the need to comply with other legislation, regulations, codes and policy which sets out requirements for the provision of services. Organizations should continue to follow existing legislative requirements and best practice guidance which applies to their particular service or sector, in addition to striving to provide services in alignment with these guidelines. The guidelines should be used to complement the relevant legislation and best practice to support organizations to ensure high quality care and continuous improvement.

Each guideline covers common elements in each outcome area. In order to provide high quality services and to deepen practice in any particular area, an organization must consider: 

  • Expectations & Commitment Do they have a statement of commitment and expectation that clearly outlines what they expect in their systems and practices?
  • Communication & Information Have they given the required knowledge and tools to all stakeholders including people served, their families and support networks and staff?
  • Practice & Follow through Is there a practice of follow through on stated expectations throughout the organization?
  • Measurement & Monitoring Do they have a system of monitoring and measuring whether they are having the impact that was desired?

Please note: The guidelines are recommendations for practice. They do not stipulate or propose a single correct approach for delivering services or managing all situations. Decisions regarding specific services, support or clinical approaches require individualized considerations that are the ultimate shared responsibility of people served, their families and support network, service providers and professional health care providers. Leading practice guidelines can change over time as we learn and grow and thus will require ongoing attention and revision. 

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