The Hong Kong Council of Social Service
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Service Quality Standard 

HKCSS has adopted the Service Quality Standards (SQSs) established by The Social Welfare Department of the Hong Kong SAR Government to ensure a clear operation direction and performance quality. The SQSs are developed according to four principles which set out the core values of welfare services.

There are 16 SQSs, each of which is elaborated by a set of Criteria and Assessment Indicators and are publicly available:

SQS 1. Clear description of the organization’s purpose, objectives and mode of service delivery

SQS 2. Performance and policy review procedures describing how it will approach key service delivery issues

SQS 3.  Maintenance of accurate and current records of service operations and activities

SQS 4.  Clearly defined roles and responsibilities of all staff, managers, the Management Committee and/or the Board or other decision-making bodies

SQS 5.  Implementation of effective staff recruitment, contracting, development, training, assessment, deployment and disciplinary practices

SQS 6.  Regular plans, reviews and evaluations of performance and provides an       effective mechanism by which service users, staff and other interested   parties can provide feedbacks on its performance

SQS 7.  Implementations of policies and procedures to ensure effective financial        management

SQS 8.  Compliance of all relevant legal obligations

SQS 9.  Provision of all reasonable steps to a safe physical environment for its staff  and service users

SQS 10. Ensure service users have clear and accurate information about how to enter  and leave the service

SQS 11. Policy and procedures related to assessing and meeting service users’ needs and are accessible to service users, staff or other interested parties

SQS 12. The service unit respects the service users' right to make informed choices of the service they receive as far as practicable

SQS 13. The service unit respects the service users’ rights related to private property

SQS 14. The service unit respects the service users’ rights for privacy and  confidentiality

SQS 15. 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. The service unit takes all reasonable steps to ensure that service users are free from abuse. 


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