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About the sector

The community managed mental health sector is a key provider of mental health services and supports to people in the community.

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Annual Reports

Find detailed information on the work we do to support the community managed mental health sector.

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Latest news

Catch up on all the latest news and stories from the community-based mental health sector.

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Sector events

Discover a range of ways to connect and learn through our events, forums and talks.

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Our Work arrow

Mental Health Rights Manual

An online guide to help explain your legal and human rights in the mental health and human services systems in New South Wales.

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Recovery Oriented Language Guide

Words are important. The language we use and the stories we tell have great significance to all involved.

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Registered training

Build on your lived experience or on-the-job experience and receive a nationally recognised qualification.

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Customised training

Contact us to design a professional development solution for your workforce and organisation.

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Our members

Our members are community managed mental health organisations, large and small, local and NSW-wide service providers.

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Become a member

Join a strong network of community-based mental health organisations delivering better outcomes for people in New South Wales.

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Digital Service Delivery Guide

Welcome to the Digital Service Delivery Guide

The Digital Service Delivery Guide: Quality Practice in Community-Based Services was developed by Mental Health Coordinating Council for leaders, managers and teams who deliver mental health and psychosocial support services digitally in community-based organisations.

This resource is intended to provide guidance on issues and challenges that arise from delivering a range of digital services in a community-based setting. The Guide will support best practice and keep people at the centre of safe, ethical and effective service delivery.

View individual sections relevant to your service or download the Guide in full.

View in sections   Download the full guide



1. Governance, leadership and culture 6. Informed consent for digital service delivery
2. Digital Inclusion 7. Privacy and confidentiality
3. Codesign and collaboration 8. Cybersecurity
4. A practice approach to safe and effective care 9. Outcome evaluation
5. Training and support 10. Tip sheets for workers



A digital service is a mental health, suicide prevention, or alcohol and other drug service that uses technology to facilitate engagement and the delivery of care.

Download Introduction



A Governance Framework can contribute to the planning, design and operation of the organisation and identify opportunities for improvement and communicate these to relevant individuals or bodies.

Download Section 1


Digital Inclusion

Digital inclusion requires that all Australians can make full use of digital technologies. This includes using technology to manage their health and wellbeing.

Download Section 2



Codesign and Collaboration

Co-design is a process of bringing consumers, carers, families and staff together to ensure quality service delivery. It creates an equal and reciprocal relationship, enabling the design and delivery of services to represent a meaningful partnership between all stakeholders.

Download Section 3


a practice approach to safe and effective care

The practice approach must be relevant to the purpose and aim of the digital service, how it operates, how it applies to in-person services, and how it is informed by evidence and best practice.

Download Section 4


Training and support

Organisations should ensure that staff delivering direct services have the right qualifications, skills, and supervision to deliver safe and high-quality digital services.

Download Section 5


Seeking informed consent before delivering services to a consumer is standard practice. This process for seeking informed consent should be the practice for both existing consumers and new clients of your service consumers.

Download Section 6


Privacy and confidentiality

Every community-managed organisation should have clear policies, procedures and risk management protocols in place to ensure the security of consumer information.

Download Section 7



Cybersecurity is the practice of protecting systems, networks, programs, and personal data from digital attacks. Your organisation’s approach to privacy should include plans for managing cybersecurity risks and threats.

Download Section 8


Outcome evaluation

Given the recent rapid uptake of digital service delivery and the pace of technological change, community-managed organisations need to continuously evaluate whether digital service delivery is appropriate and effective.

Download Section 9


Tip sheets for workers

Basic guidance tip sheets and checklists to support consumers, carers and service workers with videoconferencing and informed consent of digital service delivery.

Consumer and Carer Tip Sheet

Videoconferencing Tip Sheet

Troubleshooting Tip Sheet

Informed Consent Tip Sheet

Download Informed Consent Template

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