Quality Policy Statement and Quality Objectives

“Merri Outreach Support Service (MOSS) is striving to end homelessness, sustain housing and strengthen communities”

Merri Outreach Support Service (MOSS) is committed to providing the highest quality support services to consumers who experience homelessness and/or housing vulnerability. The Agency is committed to working respectfully in partnership with consumers so that they might enjoy security of connections, participation, contribution and control in their chosen communities. Our success depends on consumer satisfaction.

Our overall goal is to achieve 100% consumer satisfaction.  To achieve this goal, we must strive for excellence through continuous quality improvement in all of our activities across the entire Agency and at all levels.

The Agency, led by the Committee of Governance and the Management Team is dedicated and committed to the delivery of the MOSS Quality Policy.  We will implement and maintain the ISO 9001:2008 quality standard and ensure that all applicable elements of the standard are complied with.

Our Quality Objectives are as follows:

  1. 90% of consumers (other than “casual clients”) have a documented case plan or active support plan.
  2. 90% consumer satisfaction with service outcome rating based on Consumer exit and case closure surveys.
  3. 90% of consumers who are not required to have a documented case plan (ie OPHRSP, group work participants, IR2) are required to have a documented service response.
  4. Agency participation in Local Area Service Network client participation surveys.
  5. 5 or less unresolvable formal consumer complaints per annum.

MOSS will annually schedule a review of these Quality Objectives. This will coincide with the MOSS Internal Audit and Management Review. This will be marked on the Agency QI Calendar and facilitated by the Quality Manager.