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Evidence Guide for Business Services Workbook

Chapters

What evidence do you need to collect?

Evidence should always have a purpose – there must be a reason why it's being collected. For example, you may need evidence to:

Collecting evidence that has no purpose wastes time and resources. It also increases the risk of breaching client rights.

Example:

Business services sometimes collect personal information about clients and their needs, such as toileting needs, so they can receive appropriate support in the workplace. This has to be carefully balanced with a client's right to privacy and dignity. Organisations should only collect evidence that's required, and nothing more.

There are two types of evidence requirements:

Internal requirements include all evidence or information that's collected for the organisation's own use. Examples may include general administration information, day-to-day operational information, training assessments, and equipment adjustment data.

External requirements include all evidence or information that's collected to meet requirements coming from outside the organisation. Examples include the evidence required to show compliance with the 12 Disability Services Standards, and evidence for the DMI.

You should be very clear about what evidence you need to collect, for both internal and external requirements. It's important for two reasons:

Streamlining the process

Business services collect and store lots of information to meet internal and external requirements. For example, in a client's file there may be:

All of these documents will contain recorded data that may be of use as evidence. But it's important not to consider each one in isolation. The evidence in one document may meet a number of internal or external requirements. In other words, one piece of evidence can be used for a number of purposes. Look at the example that follows.

Example:

A client has a behaviour management plan. The information in the plan is used as evidence for:

It is evidence that the organisation has:

Over the past 3 months, what level of assistance has this service provided to enable the worker to:

This is a good example of streamlining information. One piece of evidence is used to support a number of evidence requirements. This means efficiencies for the organisation, in terms of time and resources and you should streamline evidence collection and use, wherever possible. To assist this process, conduct a mapping exercise. This will identify current streamlining, as well as opportunities for additional streamlining. A mapping exercise will also produce a handy document for audits (it should be clear where evidence to meet audit requirements is located).

A mapping exercise is a four step process:

Diagram of four step process mapping exercise

In a 'real' mapping exercise, you would map all the evidence you collect against all internal and external requirements. However, the following table is a snapshot of what a mapping exercise focused on the Disability Services Standards and DMI could look like.

 
Evidence Internal and external requirements Match evidence with requirements Further opportunities
Client training records
  • Disability Services Standards
  • DMI
Disability Services Standards
  • KPI 10.1 (Training and support programs / activities; employment outcomes)
DMI
  • Workplace Environment Domain:
  • (e) training the worker in the use of adaptive equipment and technology
  • Other Assistance Domain:
  • (d) providing recognised pre-vocational training
  • (g) English language and/or literacy training for the worker
There is no recorded client feedback on the training they receive (KPI 10.1 – Consumer perceptions).

Response: The trainer will collect feedback at the end of all training sessions, by using a simple questionnaire. The questionnaire will be signed by the client or their advocate, and placed in the client's training records.

NOTE: Training records could contain relevant evidence for all of the Domains (if training has been conducted in previous 3 months).

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