Out of Home Care – Quality Assurance Framework for SLB Online Support

Introduction

The Out of Home Care (OOHC) Quality Assurance Framework for SLB Online Support establishes the governance, operational, safeguarding, compliance, and quality assurance systems used by SLB Online Support to support the safe and lawful delivery of out of home care related supports, coordination services, online support systems, independent practitioner engagement, and child-centred service delivery.

This framework is designed to support the protection, wellbeing, dignity, safety, development, and rights of children and young people who access supports connected to out of home care environments through SLB Online Support.

The framework applies to:

• SLB Online Support;

• Independent practitioners;

• Contractors and workers;

• Support coordinators;

• Allied health professionals;

• Child and family support providers;

• Digital and online support systems; and

• External service providers operating through or alongside the SLB Online Support platform.

Purpose of the Framework

The purpose of this framework is to:

• Promote safe and child-focused service delivery;

• Support compliance with Australian laws and child protection obligations;

• Ensure quality assurance and operational accountability;

• Reduce risks to children and young people;

• Establish safeguarding and reporting systems;

• Support ethical and lawful conduct;

• Promote continuous improvement; and

• Maintain transparent governance and oversight systems.

Legislative and Regulatory Framework

This framework operates in accordance with applicable Commonwealth, State, and Territory legislation and regulatory requirements, including where applicable:

Commonwealth Legislation

• Family Law Act 1975 (Cth);

• Privacy Act 1988 (Cth);

• Fair Work Act 2009 (Cth);

• Disability Discrimination Act 1992 (Cth);

• Australian Human Rights Commission Act 1986 (Cth);

• Online Safety Act 2021 (Cth);

• Criminal Code Act 1995 (Cth).

State and Territory Child Protection Legislation

Including but not limited to:

• Children and Young Persons (Care and Protection) Act 1998 (NSW);

• Child Protection Act 1999 (Qld);

• Children, Youth and Families Act 2005 (Vic);

• Children and Community Services Act 2004 (WA);

• Children and Young People (Safety) Act 2017 (SA);

• Children, Young Persons and Their Families Act 1997 (Tas);

• Care and Protection of Children Act 2007 (NT);

• Children and Young People Act 2008 (ACT).

Regulatory Requirements

The framework also supports compliance with:

• Child Safe Standards;

• Reportable conduct obligations;

• Mandatory reporting obligations;

• Working with Children Check requirements;

• Privacy and confidentiality obligations;

• Human rights and anti-discrimination principles; and

• Duty of care obligations.

Child Safety Principles

Best Interests of the Child

All decisions, supports, and operational activities undertaken through SLB Online Support must prioritise the best interests, safety, welfare, and wellbeing of the child or young person.

Child-Centred Practice

Services should be responsive to the individual needs, culture, identity, disability, communication needs, and developmental requirements of children and young people.

Safety and Protection

SLB Online Support must maintain systems to reduce risks of:

• Abuse;

• Neglect;

• Exploitation;

• Grooming;

• Violence;

• Discrimination;

• Harassment; and

• Unsafe or unlawful conduct.

Participation and Respect

Children and young people should be supported to:

• Express their views;

• Participate in decisions affecting them;

• Access information appropriately;

• Raise concerns safely; and

• Be treated with dignity and respect.

Governance and Oversight

Organisational Governance

SLB Online Support should maintain governance systems that include:

• Executive oversight;

• Child safety leadership;

• Compliance monitoring;

• Risk management systems;

• Incident management systems;

• Quality assurance reporting;

• Safeguarding policies; and

• Internal review mechanisms.

Policies and Procedures

SLB Online Support should maintain documented policies and procedures relating to:

• Child safety and safeguarding;

• Mandatory reporting;

• Incident management;

• Complaints handling;

• Online safety and digital communications;

• Privacy and confidentiality;

• Workforce conduct;

• Risk management;

• Emergency response;

• Information management; and

• Worker screening and suitability.

Workforce Standards

Screening and Suitability

All workers, contractors, and independent practitioners operating through SLB Online Support should:

• Hold valid Working with Children Checks where legally required;

• Undergo screening and verification processes;

• Meet professional competency requirements;

• Maintain lawful and ethical conduct;

• Operate within their scope of practice; and

• Comply with safeguarding obligations.

Training Requirements

Personnel should receive training relating to:

• Child protection obligations;

• Mandatory reporting requirements;

• Trauma-informed practice;

• Online safety;

• Privacy and confidentiality;

• Cultural safety;

• Incident reporting;

• Ethical conduct; and

• Professional boundaries.

Safeguarding Framework

Mandatory Reporting

Workers and practitioners must comply with applicable mandatory reporting laws and should report suspected abuse, neglect, exploitation, or significant harm in accordance with legal obligations.

Child Safe Environment

SLB Online Support should maintain systems designed to:

• Prevent harm;

• Monitor risks;

• Respond to concerns promptly;

• Protect children from exploitation or abuse; and

• Support safe online and offline engagement.

Online Safety Controls

Where online systems or digital communication methods are used, SLB Online Support should implement:

• Secure communication systems;

• Supervision controls;

• Privacy protections;

• Cybersecurity safeguards;

• Identity verification processes;

• Appropriate record keeping; and

• Escalation pathways for safety concerns.

Service Delivery Standards

Services delivered through SLB Online Support should:

• Be child-focused and trauma-informed;

• Support wellbeing and development;

• Promote safety and stability;

• Be culturally respectful;

• Be delivered ethically and professionally;

• Maintain accurate records;

• Support family and community engagement where appropriate; and

• Operate within applicable legal and professional requirements.

Risk Management Framework

Risk Identification

SLB Online Support should identify and manage risks relating to:

• Child safety;

• Online interactions;

• Privacy breaches;

• Inappropriate conduct;

• Cybersecurity incidents;

• Workforce misconduct;

• Service failures;

• Operational risks;

• Information security; and

• Reputational harm.

Risk Controls

Risk mitigation measures may include:

• Staff training;

• Screening processes;

• Supervision systems;

• Secure digital systems;

• Internal audits;

• Incident investigations;

• Corrective action plans; and

• Compliance monitoring systems.

Complaints and Incident Management

Complaints Management

SLB Online Support should maintain accessible complaints systems that:

• Allow concerns to be raised safely;

• Support procedural fairness;

• Protect complainants from retaliation;

• Provide timely responses; and

• Support review and resolution processes.

Incident Management

All incidents involving children, safety risks, misconduct allegations, privacy breaches, or safeguarding concerns should be:

• Reported promptly;

• Documented appropriately;

• Investigated where required;

• Escalated according to risk level; and

• Managed through corrective actions and safeguarding responses.

Privacy and Information Management

SLB Online Support must maintain systems to protect:

• Personal information;

• Child protection information;

• Health information;

• Support records;

• Digital communications; and

• Confidential case information.

Information should be handled in accordance with privacy laws, confidentiality obligations, and child protection requirements.

Continuous Improvement

Quality Monitoring

SLB Online Support should implement quality monitoring systems including:

• Internal audits;

• Compliance reviews;

• Service evaluations;

• Stakeholder feedback;

• Incident trend analysis;

• Safeguarding reviews; and

• Workforce competency monitoring.

Corrective Actions

Where deficiencies or risks are identified, SLB Online Support should:

• Develop corrective action plans;

• Monitor implementation;

• Review outcomes;

• Update procedures and controls; and

• Implement continuous improvement measures.

Ethical Conduct

All workers, contractors, and independent practitioners engaged through SLB Online Support should:

• Act lawfully and professionally;

• Respect the rights and dignity of children and young people;

• Maintain professional boundaries;

• Avoid exploitation or abuse;

• Protect confidentiality;

• Follow safeguarding obligations; and

• Comply with applicable laws and organisational policies.

Misconduct, abuse, neglect, unlawful conduct, exploitation, harassment, discrimination, or breaches of safeguarding obligations may result in:

• Removal from the platform;

• Regulatory reporting;

• Contract termination;

• Internal disciplinary action; and

• Legal consequences.

Review and Evaluation

This framework should be reviewed periodically to ensure:

• Ongoing legal compliance;

• Effective safeguarding systems;

• Alignment with child safety standards;

• Operational effectiveness;

• Service quality improvement; and

• Continuous protection of children and young people.

Reviews may include:

• Internal audits;

• External assessments;

• Stakeholder consultation;

• Safeguarding reviews; and

• Policy updates.

Conclusion

The Out of Home Care Quality Assurance Framework for SLB Online Support establishes the governance, safeguarding, operational, and compliance systems necessary to support safe, accountable, child-focused, and legally compliant service delivery.

Through child safety systems, workforce standards, safeguarding measures, risk management processes, and continuous improvement activities, SLB Online Support aims to promote the wellbeing, protection, dignity, and rights of children and young people connected to out of home care related supports and services.