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Welcome to a journey of service excellence and continuous improvement, guided by the NCSS Service Standards. We are committed to fostering a supportive and inclusive environment for all, where collaboration and compassion are at the heart of everything we do.
In 2021, we launched the refreshed Service Standards Framework, developed in consultation with sector experts, professional bodies, ministry divisions, and social service agencies. This framework ensures that service continuity and quality thrive in a post-pandemic world.
Aligned with the Social Service Sector Strategic Thrusts (4ST) Roadmap 2022, these refreshed Service Standards empower agencies to refine their practices, processes, and programmes. Our aim is to create empowering, collaborative, person-centric, and sustainable services for the future.
Discover a comprehensive set of 31 service standards distributed across 9 mutually reinforcing domains. These standards are carefully designed to elevate your agency's service delivery and enhance service user outcomes. Wondering how NCSS Service Standards can benefit your programmes? Reach out to us at NCSS_Services@ncss.gov.sg for more information.
| NCSS SERVICE STANDARDS | ||||||||
|---|---|---|---|---|---|---|---|---|
| Programme Outcomes | Intake & Assessment | Intervention Planning | Community & Resource Support | Discharge Planning | Record Keeping & Documentation | Accessibility of Service | Protection & Safety of Users | Staff/ Volunteer Management & Competency |
| Clear objectives | Clear entry criteria | Plans are tailored to service users | Service users supported with resources and information to achieve goals | Clear discharge criteria and procedure | Timely and up- to-date records are maintained for the required period | Provided during operating hours and/or with consideration of service users | Guidelines in place | Descriptions of roles are made available and reviewed regularly |
| Performance monitoring | Timely screening of service eligibility | Plans are developed in partnership with stakeholders | Partnerships and coordination efforts with relevant stakeholders to facilitate service delivery | Discharge plans are discussed at appropriate junctures with relevant stakeholders | Kept in a secure manner to uphold privacy and confidentiality | Made available based on equal opportunities | Regular risk assessments | Screening process |
| Internal quality assessments | Intake & assessment process | Plans are reviewed at regular intervals | Follow-up plans | Accessibility plan to ensure business and service continuity | Data management processes | Adequate staff/volunteer levels and ratios | ||
| Feedback channels for service users | Referral process | Programme handover/covering processes | Management of emergencies | Training & supervision | ||||
| Protection of staff/volunteers | ||||||||
Explore valuable resources that support your agency's service improvement journey:
Service Standards 5-Stage Checklist: Track your agency's progress with our checklist designed to help you on your journey of service excellence.
Community of Practice for Service Standards (COPSS): In 2022, a Community of Practice for Service Standards was established to ensure the ongoing relevance, feasibility, and adoption of the NCSS Service Standards Framework. This community comprises dedicated practitioners and professionals from a wide range of agencies across various subsectors.
If you're interested in becoming a part of this important initiative and contributing to the enhancement of the NCSS Service Standards Framework, please don't hesitate to reach out to us via email at NCSS_Services@ncss.gov.sg.
Service Standards Playbook: This publication offers resources, templates, and guidance on the use of Service Standards. It's your toolkit for facilitating deeper thinking.
Chapter 1:
Chapter 2:
Chapter 3:
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