Join CoAct: Quality and assurance

If you want to succeed as an employment services provider, having a strong handle on quality and assurance is non-negotiable. As contracts have become more complex, so too have their demands on compliance, requiring a significant investment in time, resources and expertise. Yes, being adequately equipped to handle quality and compliance is cost-heavy. But the impacts of not managing this crucial business area are far greater.

Over 20 years combined cross-contract experience: Our team has a proven track record delivering results for our network and quality-assured services for our customers.

100% success rate: in our most recent certification audits for ISO 9001/27001, NSDS and QAF (all department requirements).

Zero non-conformances: across all contracts delivered by the CoAct network.

All certification maintained: across our network for the last decade.

Trust with funders

Our quality and assurance team is a positive and proactive conduit between funders and our Service Partners. Our willingness to communicate in an open and transparent way, plus years of demonstrated contract performance has built much trust with funders. Our resolution-focused approach and history of delivering favourable outcomes have positioned CoAct and our Service Partners as valued and influential industry stakeholders.

Management and coordination of accreditation

CoAct ensures all Service Partners are accredited with both the Quality Assurance Framework (QAF) and National Standards for Disability Services (NSDS). The cost of both QAF and NSDS accreditations are included in CoAct’s annual Service Partner fee. The value to obtain and maintain these accreditations is approximately $100,000, meaning Service Partners benefit from significant savings.

Consistent, accountable service delivery

Our robust frameworks ensure Service Partners operate within a set of minimum standards across the network, delivering consistency and accountability, which contributes to maintaining our market-leader positioning.

Contract advice, coordination and administration

CoAct provides Service Partners with contract advice on deed/guideline requirements, as well as contract administration (subcontracts, insurance, financials) and coordination of department requests such as complaints, FOIs or change of site details. We also coordinate internal and external program assurance and monitoring activities.

Reduced overhead costs

Service Partners have access to CoAct’s highly qualified team of specialised trained staff, including a subject matter contract expert to provide contract advice and manage assurance and monitoring activities, both internal and funders, resulting in significant operational savings by reducing unnecessary.

First line of defence

• Management control: File reviews, Incident/Privacy/Feedback reporting, recoveries
• Internal control measures: QA awareness, QMS doc control, maintenance, CIC Committee, SOPs/Forms etc

Second line of defence

• Quarterly – Quality Assurance Health Check
• Monthly – Service Partner Assessment Reports
• Annual – Quality Assurance Report
• Adhoc reviews/Follow up audits/Spot checking

Third line of defence

• QMS Internal Audits